Meet Jermaine

Training was an important part for me and to see how the company invested in its people.

So, Jermaine, what attracted you to Intrum?

Prior to joining Intrum, I worked for a small UK lender, which moved into debt recovery during the Covid pandemic in 2021. Having gained some experience within credit management, I realised that I had the transferrable skills to move into collections permanently, which is when I applied for a collections support agent role with Intrum. I was lucky to see the advert when I did, but I haven't looked back since. I've taken every opportunity with both hands.

How did you find the onboarding process?

The interview and onboarding were a relaxed and seamless process from start to finish. It made me realise that I had made the right decision to join Intrum. Everything I was told about the company was exactly how it played out during my training and, thereafter, observing customer interactions.

The inquisitive nature in me means that I like to know as much information as possible. And while I was familiar with the lending criteria, I wasn't as conversant with collections, so the training was an important part for me and to see how the company invested in its people. It's fair to say that any apprehension I had was left at the door from day one. You couldn't ask for a better culture and onboarding experience.

Since moving into Learning and Development, I am also in the fortunate position to implement what I observed during my onboarding, to ensure new team members benefit from the same experience as I did.

Did you have any preconceived ideas about the collections industry?

For many of us, the only time we see anything relating to debt recovery is what you see on television or sometimes read online. The reality, however, is very different. To work in collections, you need to be empathic and show compassion to be able to generate the best outcomes, so culture was a big selling point for me when I joined Intrum. The people are warm, approachable and the environment lends itself to help people succeed. This is inherent across all levels of the business.

What are the opportunities to progress?

It's a cliché, but if the environment is right, and you're prepared to work hard, your efforts won't go unnoticed. The business likes to promote from within and it's supportive of team members that want to move up or into other areas of the business. There were three other new starters during my induction, and all four of us have progressed within the business, which speaks volumes about how much the company values its people.

What three words would you use to describe Intrum?

There are many. But If I had to choose, I would say Insightful, given the informed and positive perspective I have of the collections business now. Progressive, it's amazing to work for an organisation that is not only continuously expanding but has many opportunities for you to grow with it. And last but not least, Fulfilment. It's rewarding every time a colleague goes through their induction and tells you just how much they're learned and knowing that they can apply that knowledge to help others.

What advice would you give someone who is looking to join Intrum?

You need to be dedicated and to maximise every opportunity. Intrum offers a fantastic working environment, which you may not experience elsewhere, so go for it.