A 3-day course designed & developed to provide participants with the knowledge & abilities needed & required to persuade defaulters of PF & MTG to pay outstanding & bring delinquent accounts into line effectively.
.By the end of this course, 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
.General overview: Personal Finance, Mortgage & SIMAH
.General overview: Samba 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
.Communication & questioning skills
.Handling customer objections
.Collection’s guidelines& recommendations
.Day one: introduction to personal finance, 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
.Non-Official Staff in collection-Personal Finance & Mortgage
.Training Attendance Certificate .