Apprenticeship training course

Debt adviser (level 3)

Assess a customers full circumstances and provide suitable advice to enable the customer to best manage their debts.

• Qualification level: 3 ; Equivalent to A level.
• Typical duration: 18 months
• Apprenticeship category: Legal, finance and accounting
• Maximum funding: £6,000 ; Maximum amount government will fund ; for apprenticeship training.
• Also known as:
  • Creditor Liaison Officer
  • Debt Adviser
  • Debt Solutions Adviser
  • Financial Solutions Adviser
  • Insolvency Practitioner
  • Personal Finance Manager
  • Review Specialist
  • Solutions Adviser
• Skills:
  Skills an apprentice will learn

  • Correctly identify the customer and/or any customer advocate by applying regulations and organisational procedures. Identifies the likely impact of vulnerabilities on the customers ability to manage their finances and general well-being.
  • Creates a realistic financial statement and budget for the customer by asking open and closed questions needed to illicit the full facts, including a root-cause analysis. (This will often be in sensitive or difficult circumstances for the customer).
  • Represent payment offers and customer circumstances to creditors, adjusting the approach to help ensure the best outcome. Actively influences changes in customer behaviour that is in the customers own best-interests, such as adopting life-style changes that will reduce outgoings.
  • Identifies external stakeholders relevant to the customer. Creates and maintains a network of stakeholders needed to expedite casework effectively and to conclusion.
  • Recognises their own value within the team and the impact of their actions on others working in it. Collaborates and supports colleagues internally and stakeholders externally to achieve results whilst also being able to work independently. Builds and maintains positive relationships within their own organisation.
  • Applies organisational quality standards in order to deliver effective outcomes within the risk, regulatory and governance requirements. Plans and prioritises activity accordingly to effectively manage competing work demands.
  • Adapts the advice provided taking account of the customers history, including for instance previous advice given and whether this was heeded. Considers both their analysis of the evidence and application of the Regulatory Framework to what is most likely to work well, tailored to the individual customer. Recommends a product, combination of products, or sign-points the Customer to other assistance as appropriate. Articulates to customers who do not wish to proceed with the given recommendation (some of whom may be insistent) why the debt solution recommended is the most appropriate. Take account of the customers own preferences, the term of debt relief and future changes to determine whether alternative solutions are appropriate.
  • Communicates effectively with customers, colleagues, professional contacts and third parties using written and verbal communication. Offers a clear and full explanation. Uses suitable empathy with the customer to enable a positive outcome.
  • Recognise, monitor and respond to debt advice events (such as change in circumstances) that will trigger a new or updated assessment.

Full information on Debt adviser (level 3) is available from the Institute for Apprenticeships and Technical Education.

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