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


  • Assignment.

Book your course

Study this course with either Virtual Classes, Learning Support Service or completely independently