Apprentice

About the Role

• Help customers resolve delinquent balances on Small Business and Consumer accounts.
• Manage a portfolio of customer accounts and work toward positive recovery outcomes.
• Use communication, negotiation, analysis, and problem-solving to understand each customer’s situation and recommend appropriate actions.
• Balance collection results with professional customer experience, integrity & compliance.

Key Responsibilities

• Collect delinquent balances on Small Business and Consumer accounts.
• Manage an assigned client portfolio independently.
• Use skip tracing when needed to locate and communicate with customers.
• Handle different types of calls, including explaining account status, offering payment solutions, reducing delinquency, and preventing escalations.
• Analyze account details and customer circumstances to identify appropriate solutions.
• Negotiate with customers and influence positive outcomes.
• Maintain a high level of integrity and compliance during customer interactions.
• Contribute to customer outcomes, recovery efforts & overall department goals.

Requirements & Tech Stack

• Proficiency in basic computer applications (e.g., Microsoft Office Suite).
• Proficiency in the English language.

Qualifications

• Bachelor’s degree.
• Not more than 5 years of difference between highest education degree completion date and joining date.
• Should not have enrolled in any prior Government Apprenticeship programs.
• Strong attention to detail and accuracy.
• Good communication and interpersonal skills.
• A willingness to learn and adapt to new tasks and challenges.
• Ability to maintain confidentiality.
• Comfortable working in night shifts.
• Ability to work effectively in a team environment.