Standards to be met
The Apprenticeship standard details the essential Knowledge, Skills and Behaviours that somebody would need to demonstrate to be successful in this job role, this includes, Teamwork, Communication and Personal Development. Apprentices will need to show they are competent in all the areas detailed in the standard when they take End Point Assessment (see below).
The Knowledge areas of the standard will typically be covered through completion of the qualification. Skills and Behaviours are developed through workshops, e-learning, workplace training and practical experience provided ‘on-the-job’.
The apprentice has a good understanding of the principles of credit management and debt collection.
They have a sound understanding of organisational policies and techniques used in their role.
The apprentice has a broad understanding of the legal, regulatory, risk and compliance framework within which they operate.
They have a solid understanding of relevant legal, risk and compliance requirements for their role.
The apprentice understands professional standards.
They understand the commercial context, nature and priorities of the organisation they work in.
They understand the end to end customer journey.
They understand how customers manage their money.
They know where their role fits in the organisation.
They understand the different areas of the organisation that they need to work with, to deliver the best solution for the customer and business.
The apprentice has a broad understanding of the products and services their organisation offers.
They have a sound knowledge of the products and services they support including features and benefits.
They understand how their role supports the delivery of the products and services.
The apprentice has an in-depth understanding of the systems, tools and processes used in the role, together with the standards to be met.
The apprentice delivers excellent customer service, identifying and meeting their needs.
They develop, and maintain, strong and positive relationships with customers.
They use questions effectively to understand the customer’s financial situations and their requirements.
They can develop acceptable solutions for their customers.
They are able to identify and resolve difficult, sensitive and vulnerable situations professionally.
The apprentice actively listens to their customers, understanding their situation.
They communicate effectively with customers and colleagues at all levels, building relationships and diffusing potentially emotive situations.
They have sound interpersonal skills and use them, plus appropriate media and language, to communicate with others.
The apprentice uses a range of negotiating skills to work with their customers to come to mutually agreeable solutions, within organisational guidelines.
They follow through and re-negotiates where necessary, whilst being sensitive to potentially difficult situations.
They take ownership through to resolution, escalating if needed.
The apprentice uses a wide range of processes and systems to deliver services to customers.
They use their initiative to meet challenging individual and team performance targets.
They carry out a range of tasks as needed by the organisation, that may include producing reports, dispute resolution and collections.
They plan and organise their work to meet commitments and KPIs.
They take ownership through to completion, escalating when necessary.
The apprentice consistently support their colleagues and collaborates to achieve results.
They build and maintain good working relationships within their team and with other areas of the business.
They are aware of their own role in their team and how it impacts others.
The apprentice identifies opportunities to improve work practices.
They take ownership of specific change, through to implementation where appropriate.
The apprentice seeks feedback and acts on it to improve their performance.
They build their own capabilities and takes ownership of their own development.
They keep up to date with relevant changes.
They support others with their development.
Apprentices will need to complete one of the following options, depending on their specific role.
The apprentice understands the business environment, regulatory requirements and organisational policies and procedures.
They understand and know how to use relevant information and specialist tools.
The apprentice is able to review and analyse customer applications, seeking additional information were necessary.
They are able to make decisions about credit limits in line with regulatory and organisational requirements.
They know when to refer the application upwards where necessary.
The apprentice understand the legal and regulatory requirements, as well as organisational policies and procedures, that provide the framework and trigger points for enforcement and recovery action.
They know the range of options, both internal and external, that are available for them to use.
The apprentice is able to review and analyse their customer’s situation, making decisions on the appropriate action to take.
They take decisions that maximise the outcome for the organisation, and are appropriate given the customer’s situation.
Length of Apprenticeship
The End Point Assessment cannot be taken until the apprentice has been on programme for at least 12 months. This Apprenticeship will typically take approximately 18-24 months to complete.
Learners will complete the mandatory Diploma in Credit Management from the Chartered Institute of Credit Management (CICM). The Diploma comprises of four exams:
- Accounting Principles which will provide a solid understanding of fundamental accounting principles and techniques.
- Business Environment which will put the working environment into context thinking about the structure and function of organisations, management, marketing and external environmental influences.
- Business Law which provides a broad understanding of the legal context and structures in which business operates through the development of knowledge about the English legal system, contract law, agency, and sales and supply of goods legislation.
- Credit Management which provides an understanding of the concepts, processes and techniques that underpin best practice across a range of credit environments.
To deliver the Diploma, we work in partnership with the CICM. Learners will receive study texts and sample questions to work through. They will also will have access to tutor support via email or telephone. Virtual classroom lessons are also available which are 2 hour, live, interactive sessions with approximately 10 per unit.
Individual employers set the selection criteria for their Apprenticeships. Most candidates would be expected to have Level 2 Maths and English. Other relevant or prior experience may also be considered as an alternative.
End Point Assessment
Every Apprenticeship includes an End Point Assessment (EPA), assessed by an independent End Point Assessment Organisation (EPAO). The apprentice will take their EPA at the end of their programme where they will demonstrate they are competent in the role that they have developed in.
This Apprenticeship Standard End Point Assessment will include:
The assignment is designed to test synoptically the Knowledge, Skills and Behaviours detailed in the standard with a particular focus on the specialist area selected. The assignment should contain around 3,000 words and could, for instance, ask the apprentice to consider three situations where they believe they have showcased their knowledge and skills well. Evidence will be required to complement their assignment such as emails, reports, appraisal information.
The Professional Discussion will be a structured interview between the apprentice and the Independent Assessment Organisation lasting approximately 45 minutes. It will allow the assessor to ask questions about the assignment but also explore more broadly how the apprentice has developed and progressed in their job role with a focus on the skills and behaviours in the standard.
There are further opportunities for apprentices to progress into more specialist areas of the Financial Services and Accountancy sector at Level 6 (Degree equivalent) and Level 7 (Masters equivalent).
This Level 3 Apprenticeship has been placed in the £9,000 funding cap. If you are a Levy payer this means that the maximum that can be withdrawn from your Levy fund for somebody on this Apprenticeship is £9,000.
For non or marginal Levy payers (where you have overspent your Levy fund), 95% of the cost of the Apprenticeship will be funded by the government meaning you will only have to pay 5% of the agreed price. Please contact us for more information on the Levy and funding.
CICM membership is optional. Registration is covered as part of the levy.