Credit Management January February 2022

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Apprentice profile AUTHOR – Sean Feast FCICM LAURA Dalton has been working at United Utilities since September 2015 and secured a permanent contract in February 2016. Two years later she secured a customer service advisor advanced role within the collections team, prior to which she had worked in billing, and supported the company’s Priority Services and Network team with leak forms before it went mostly digital. “I was quick to learn that the income team are a friendly bunch and the company banter of moving over to the ‘dark side’ quickly became a distant memory,” she jokes. “I’d say we are more of a family, and I was welcomed within my new role with open arms!” Laura’s day-to-day role within collections is varied: “I answer customer phone calls, speak to customers on web chat and respond to inbound customer contacts (emails/ letters),” she explains. “I enjoy my job and when the opportunity came about to better myself and broaden my knowledge I thought ‘why not’? Starting the CICM apprenticeship four months ago, Laura initially thought there wasn’t much she could learn that she didn’t already know: “I actually believed I knew quite a bit about my current job but this belief was short-lived when I started the course. “This course has enlightened me in to the more ‘nitty gritty’ part of cash collection and credit management which is not so widely discussed. This includes legislation, why we follow it, preparing for legal proceedings, and the correct order in which this should be done. It offers more of an insight into the collections cycle we experience in our day-to-day roles.” To date, Laura has received much positive feedback from her tutors and support network on tasks and homework, and some of her work is even being included in a new E-learning module for the company’s affordability team. “I am planning to use the next two years putting all the things I am learning – and what I have learned so far - into practice. In doing so I hope to improve my current performance and eventually be able to progress or move around different teams within the income department. “I think anyone planning to do the CICM apprenticeship should give it a whirl,” she concludes. “My main worries were that I wouldn’t retain any new information or would get stressed out about upcoming exam preparation, but the support I’ve had personally has been tremendous. As much as I’d like to discuss this further, I best get my skates on, I’ve got some revision to do!” Latest in a new series of how CICM-led Apprenticeships are supporting professional development. Laura Dalton United Utilities Customer service advisor “This course has enlightened me in to the more ‘nitty gritty’ part of cash collection and credit management which is not so widely discussed. This includes legislation, why we follow it, preparing for legal proceedings, and the correct order in which this should be done. It offers more of an insight into the collections cycle we experience in our day-to-day roles.” Apprenticeships in Credit Control and Collections There are five apprenticeships for those working in the credit profession. At each Level of apprenticeship you will be able to gain professional CICM qualifications • Credit Controller/Collector • Advanced Credit Controller and Debt Collection Specialist Apprenticeship • Compliance/Risk Officer Apprenticeship • Senior Compliance/Risk Specialist Apprenticeship • Financial Services Degree Apprenticeship For more details on how CICM can help you start your apprenticeship journey, visit cicm.com/apprenticeships Brave | Curious | Resilient / www.cicm.com / January & February 2022 / PAGE 48
Brave | Curious | Resilient / www.cicm.com / January & February 2022 / PAGE 49
Page 1 and 2: CREDIT MANAGEMENT CM JANUARY / FEBR
Page 3 and 4: 24 COUNTRY FOCUS Adam Bernstein 20
Page 5 and 6: CMNEWS A round-up of news stories f
Page 7 and 8: 2021 with 41 and 48 respectively, c
Page 9 and 10: NEWS SPECIAL AUTHOR - Sean Feast FC
Page 11 and 12: TABLE BOOKING NOW OPEN Thursday 24t
Page 13 and 14: INSOLVENCY AUTHOR - David Kerr FCIC
Page 15 and 16: 0 20 40 60 80 100 0 20 40 60 80 100
Page 17 and 18: CYBER FRAUD AUTHOR - Adam Bernstein
Page 19 and 20: CYBER FRAUD AUTHOR - Adam Bernstein
Page 21 and 22: “On my first day I was still sitt
Page 23 and 24: INTERVIEW AUTHOR - Sean Feast FCICM
Page 25 and 26: COUNTRY FOCUS AUTHOR - Adam Bernste
Page 27 and 28: COUNTRY FOCUS AUTHOR - Adam Bernste
Page 29 and 30: CICM BRITISH CREDIT AWARDS BACK TO
Page 31 and 32: UK Government publishes report on d
Page 33 and 34: STATISTICS Data supplied by the Cre
Page 35 and 36: EXCELLENCE IN CREDIT MANAGEMENT EXC
Page 37 and 38: SALARY AND RECRUITING TRENDS AUTHOR
Page 39 and 40: EDUCATION & MARKETING These are pre
Page 41 and 42: Each of our Corporate Partners is c
Page 43 and 44: www.tcmgroup.com Probably thebest d
Page 45 and 46: COMMERCIAL LENDING AUTHOR - Sean Fe
Page 47: CICM MEMBER EXCLUSIVE Your CICM lap
Page 51 and 52: HR MATTERS PARANOID DELUSIONS The p
Page 53 and 54: Everything you need for AML complia
Page 55 and 56: TRAIN FOR THE YEAR AHEAD My Learnin
Page 57 and 58: Brave | Curious | Resilient / www.c
Page 59 and 60: IN November last year the CICM East
Page 61 and 62: FOR ADVERTISING INFORMATION OPTIONS
Page 63 and 64: View our digital version online at

Credit Management January February 2022

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