Advanced Collections

This unit develops the advanced collection knowledge and skills required for advanced credit controller and debt collection specialist work.

Syllabus topics

1. Organisation of collections work (22%)

Organisation’s collections strategy
Group, prioritization and monitor of collections work
Collections cycle.

2. Collection skills and tools (22%)

Different methods of contact
Range of effective communication skills
Collection tools.

3. Working relationships (14%)

Challenges of managing internal and external relationships
Achievement of positive outcomes for a range of stakeholders.

4. Collections work (21%)

Handling of collections work including complex customer requirements
Handling customers with disputes or complaints
Handling challenging customer behaviour.

5. Reflective practice (21%)

Evaluation of credit risk performance
Assessment of changes in approach and outcome
Action planning to improve performance

Assessment

Assignment.