Advanced Collections
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.