Meet Irfan

If you're committed, willing to learn and demonstrate the right competencies, you can progress. There's no glass ceiling.

So, Irfan, what prompted you to join Intrum?

Prior to stepping foot into the financial services industry, I used to work for a logistics company. Although the requirements and associated regulations were different, it gave me a good grounding in customer service.

There’s a lot more to providing customer service in financial services, but it’s also a lot more rewarding, especially when customers thank you for helping them through a challenging period in their life to become debt-free.

I had no preconceived ideas about the collections side of the industry, which was probably just as well, as there’s lots of misinformation in the public domain. I wanted to find out first-hand; it’s the best way.

The collections’ role at Intrum is focussed on helping customers turn the corner to improve the quality of their life, which can only send out a positive message to anyone that is looking to take their first step on the career ladder.

How did you find the onboarding process?

The training that I received was excellent, and I know that remains a consistent thread running throughout the business to this very day. Irrespective of what stage you’re at during the onboarding process, whether learning about industry regulations or going through the system training, the support is first class.

As with most jobs, there’s plenty to learn; however, the company won’t drop you in at the deep end before you’ve gained the confidence and proficiency to speak with customers. You could liken it to taking a 360° approach, where the business invests in its staff, so they’re equipped to best support customers. That’s truly investing in people. Furthermore, team members are treated as individuals and are seen as assets to the business, not a number.

What do you enjoy most about the job?

I get a lot of job satisfaction, especially when you receive positive customer feedback. Even during the health pandemic, which was a financially fraught time for millions of people, customers still thanked us for helping them to manage their finances and put them on a firmer footing. It makes you feel proud to know that you are having a positive impact on someone’s life. We also signpost customers to voluntary organisations that can help, which is all part of considering a customer’s health and financial wellbeing.

What are the main things you need to succeed?

When I joined Intrum in 2019, the headcount in the UK was much smaller than it is now, so it’s a tribute to the company’s operating model and business ethics that have seen it grow considerably over the past few years. To be successful, it’s important to have a clear set of values and for everyone to live and breathe those values in the workplace. They’re not just inscriptions on a wall or words on a screen. For Intrum, the words have real meaning in how we treat our customers.

Even though the business has grown exponentially, it has still been able to retain a family feel, which is underpinned by a clear purpose. You don’t need to be an expert in financial services to be successful, but you do need to have the right attitude to learn, to help, and to inspire others to be the best that they can be. When you have an engaged and inspired workforce, you give yourself the best opportunity to generate positive outcomes for everyone.

Are there opportunities to progress at Intrum?

The recruitment team has done an excellent job to advertise internal opportunities across the business. Intrum actively encourages its employees to upskill and cross-train to enable them to progress within the business, which is based on merit not length of service. If you’re committed, willing to learn and demonstrate the right competencies, you can progress.

What motivates you?

When you’re working with such a good group of people, and you’re recognised for your efforts, you always feel that you get back what you’ve put in. The management are close enough to the operation to see where team members are excelling. They will reward you before you ask them. And when I’ve been rewarded, I’ve been rewarded beyond my expectation.

What three words would you use to describe Intrum?

Three words are not enough to describe my experience at Intrum and what the company stands for. However, if I had to lead with three words, they would be: Develop, as the company invests heavily in training and mentoring. Progression is another, since the company likes to promote from within. And Reward, as Intrum will always look to reward team members for their efforts and recognise achievement.