Meet Jack

Intrum has not just changed my perception, it has changed many people’s lives.

So, Jack, what attracted you to the financial services industry?

Working in financial services was a new experience for me. I was familiar with retail, but less so financial services; especially the credit management or servicing part of a financial arrangement. However, I soon realised that you don't need a degree or to be an accountant to work in the sector, more so the willingness to learn and work hard.

Did you have any apprehension about the collections industry?

When I learned more about the nature of the business it came as a bit of a shock. I had been preconditioned to think that the collections process was heavy handed, not a service that was ethically driven that puts customers first. Intrum has not just changed my perception, it has changed many people's lives. The positive impact it's had has been immeasurable.

Fast forward to the present, I can honestly say that I am proud to work within the collections industry, and for a company that always seeks to go the extra mile to treat customers fairly and with dignity. This fits well with my own values; helping people to make better informed decisions for themselves.

What do you like most about the job?

When you're able to provide a solution to help ease or mitigate a difficult situation from arising, it's extremely satisfying. For sure, there will always be some difficult conversations to be had; that's part and parcel of most jobs, it's whether there's a desire and, importantly, the framework to cater for customers' financial needs. So, to be able to see that first hand was a big deal for me and why I love my job. I still ask myself: how many jobs can you do where, nine out of 10 times, you can leave a customer in a better situation than before you spoke with them.

How have things progressed for you since being at Intrum?

I initially worked as a temporary contact agent before becoming a customer service agent. I was then given the opportunity to move into a more technical project role under the umbrella of IT. It was a real morale boost and testament to the company's ethos to recruit from within first to maintain the culture it has worked so hard to create. The company is inward looking and outward thinking.

I now work as a project administrator, which provides a lot of face time with members of the senior management team and clients alike, which adds another layer of job satisfaction.

What do you think you need to succeed?

It's down to the individual. There's definitely opportunities to progress. If you're resilient and have a good way about you, the company won't hold you back. Whether you're speaking with customers on the phone, speaking with clients, or working in the back office, if you show you have the people skills and motivation to succeed, it will be met with the same level of energy.

What's your principal driver?

I strive for personal success. And while the scope of my project role differs from being a customer service agent, the purpose is aligned across the business. Also, to know you're able to make a real difference to people's lives is as poignant now as it was when I joined the company. It's a motivating factor. Furthermore, I have made some great friendships in the process. The people really make it, and I couldn't recommend the experience highly enough.