Effective Collections Skills Personal finance & Mortgage          Download Brochure

By the end of this course you will be able to:

.participants will be able to describe collection’s perception of personal finance & mortgage, build collection’s interview, handle customer’s objections & achieve objectives within Samba environment.

Course Outline:

.General overview: Personal Finance, Mortgage & SIMAH

.General overview: delinquency stages

.PF STAR System/Screens: Customer service & pre-write-off enquiry

.Successful collector’s qualifications

.Basic steps to collection Tel. call & persuade

.Negotiation process for collection

.Telephone techniques

.Communication & questioning skills

.Handling customer objections

.Collection’s guidelines& recommendations

.Day one: introduction to personal finance & mortgage, SIMAH, delinquency stages & write-off, with case studies, practical exercises & role-plays

.Day two & Day three: basic steps to collection’s interview/face-to-face & by Phone, handling obstacles & collection’s guidelines, with case studies, practical exercises & role-plays

Target Audience:

.Non-Official Staff in collection-Personal Finance & Mortgage

Prerequisites:

.None.

This course entitles you to attend:

Upon successful completion of this course, participants will obtain:

.Training Attendance Certificate .