Description
Learning Topics
Learning Unit 1: Definition of Debt Collecting
- Definition of debt collecting
- Why is it such an important role for any organisation
- The role of debt collecting in the business
Learning Unit 2: Governance related to Debt Collecting
- Council for Debt Collectors
- Debt Collection Act
- Protection of Personal Information (POPI) Act
- Code of conduct
Learning Unit 3: Debt collecting processes & procedures
- Invoicing clients
- Identifying errors on accounts
- Corrections
- Debit order processes
- Follow-up system and Diary process
Learning Unit 4: Collection techniques
- The psychology of debt collecting
- Avoid conflict and address issues as soon as possible
- Defusing a difficult situation
- Dangers of incompetent Debt Collecting
Learning Unit 5: Communication methods for debt collecting
- Rely on the information provided on the system
- Debt Collectors phone etiquette
- Managing a debt collecting call
- Do not assume anything, first check the account
- Approach for resolving queries
- Written communication skills
Learning Unit 6: Strategic Objectives, Employee Benchmarks and Reporting
- Department-specific Objectives, Measures and targets
- Employee Benchmarks
- Monthly reporting
- Suggested exception reports
