At J&P Credit Solutions we take the training and personal development of our people very seriously, regardless of seniority and experience. We consider the on-going training and assessment of individual performance to be crucial to both the development of our people and the continued delivery of market beating recovery rates to our clients.
Debt recovery teams
Training starts for all new employees, with a phased induction process, to include key stages of training and learning during an employee’s 6-month initial probation period. All new staff undertake a 10 day foundation stage, covering the covering the ‘theory’ and relevant practical examples.
Modules covered in the J&P Credit Solutions training programme include: compliance and codes of conduct, quality assurance, information security, treating customers fairly, vulnerable customer awareness and telephone techniques to give some examples.
Each training phase is supported by testing and assessments. Employees must pass each of the Foundation, Induction, Trainee and Probation phases, in order to successfully pass their overall probation period with the firm.
But the training does not stop on passing the probation period. Under our continuous professional development programme, on-going performance monitoring, regular team meetings, structured 1-1 reviews and appraisals are all used to identify areas for further guidance and refresher training for each individual team member.
The training for the instructions role usually lasts around 3-4 weeks depending on how many new starters I have and is completed by our team.
Insurance Teams
Training for new insurance instructors is provided in house and consists of several Power Point presentations that are designed to explain each key area of the instructions role. After learning each specific subject area, candidates must complete and satisfactorily pass tests to ensure that they have an acceptable level of comprehension of that subject. If necessary the tests can be taken as many as 2 or 3 times in some instances until they achieve a satisfactory score.
They will then be set up on their own computers and given example files in order for them to utilise what they have learnt while being shadowed by a team leader who will review and sign off the individual files. Once we are confident that the handler is more than capable of handling the claims by themselves their training is completed.
The new instructors must display:
Confidence and good communication skills within their written work and telephone calls.
Good attention to detail to minimise the chance of referrals from the ISJ team.
Good organisational skills and the ability to prioritise their workload.
Ability to build professional and good relationship with clients.
But the training does not stop on passing the probation period. Under our continuous professional development programme, on-going performance monitoring, regular team meetings, structured 1-1 reviews and appraisals are all used to identify areas for further guidance and refresher training for each individual team member.