Advanced Collections

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

Indication Of Content

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.