The recognised standard

Award: Advanced Collections

Summary

This intermediate award develops advanced business communications and personal skills for advanced credit controller, debt collection specialist and enforcement work.

Syllabus Topics

1.    Organisation of collections work (22%)

  • Organisation collections strategy
  • Prioritisation of collections work
  • Management of collections activity at different stages of collections cycle

2.    Collections skills and tools (22%)
•    Different methods of contact
•    Communications skills used in negotiating repayment
•    Tools which maximise collections without damaging customer goodwill

3.    Customer relationship management (14%)

  • Challenges of managing internal and external relationships
  • Positive outcomes for a range of stakeholders

4.    Advanced collections work (21%)

  • Advanced collections work including customers with complex requirements
  • Handling of customers with complaints or disputes
  • Handling challenging customer behaviour

5.    Reflective practice (21%)

  • Evaluation of skills and practice
  • Assessment of changes in approach and outcome
  • Action planning to improve performance