Fostering the next generation: the role of mentorship at CRM

People are at the heart of everything we do. Whether it’s supporting clients, navigating complex financial situations, or building internal expertise, our business has always thrived on strong relationships and shared knowledge. Nowhere is that commitment more visible than in the dynamic between seasoned receivables manager Dave Miller and administration assistant Sam Cooper — a mentoring relationship that bridges generations and highlights the value of experience being passed on to the next wave of talent.

Dave, who has decades of experience under his belt, has seen the industry transform dramatically over the years. From the days of typed letters and manual, Excel-based tracking, to the advanced, transparent reporting systems used today, his career is a testament to how the world of business has adapted.

But even as systems evolve, some things remain constant. “You’ve got to enjoy the work,” Dave says. “You spend most of your life doing it – so find satisfaction, stay motivated, and give it your all.”

It’s this grounded wisdom that now underpins his mentorship of Sam, who joined CRM in 2023, straight from college as an apprentice. Initially supporting admin functions, Sam quickly showed the curiosity and drive that makes someone stand out.

“Sam came in without a background in what we do,” Dave explains. “But he asked questions, picked things up fast, and started contributing in a meaningful way almost straight away. That eagerness is something you can’t teach – but you can definitely encourage.”

And encourage it he has. The two now work closely, often side-by-side, as Dave imparts not just practical know-how, but also the softer skills essential to the job: how to build rapport with clients, how to manage conversations around debt recovery, and how to balance competing priorities with clarity.

For Sam, the impact has been immediate. “I’ve learned to be more confident in asking questions,” he says. “Dave always says there’s no harm in not knowing – just in not trying to find out. That’s changed how I approach challenges.”

The industry itself, Sam notes, has more depth than he expected. “Initially I thought receivables was just about collecting payments. But there’s a lot of relationship building, problem-solving, and communication involved. That surprised me.”

Building skills for the future

With Dave’s guidance, Sam is already looking ahead. He’s completed a Business Administrator course and is setting his sights on more responsibility – and, eventually, client-facing roles. For Dave, it’s rewarding to see. “You want to see people grow. You want to see them find their own way, but with the benefit of your experience behind them.”

This ethos is at the heart of our commitment to developing people at CRM, and that is something that is crucial to the way we operate – knowledge isn’t kept in silos, it’s passed on, shared, and built upon.

In a world where automation and systems are often seen as the key to future success, this story is a reminder that people – experienced mentors and eager learners alike – will always be the most vital asset.

For Sam, the journey’s just beginning. But with Dave in his corner, he’s getting the benefit of a lifetime’s experience, something that will give him a solid grounding for his career ahead.