Award: Advanced Collections
Summary
This intermediate award develops advanced collection knowledge and skills required for advanced credit controller and debt collection specialist 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
Where to study
-
Credits:Method
Virtual classroom
Location
VirtualStart Date
For further information on forthcoming classes please contact CICM.Price
£607Email
CICM MembershipTelephone
+441780722900 -
Credits:Email
CICM MembershipTelephone
+441780722900 -
Credits:Method
In-company training
Location
Virtual / Face-to-FaceStart Date
FlexiblePrice
POAEmail
CICM MembershipTelephone
+441780722900 -
Credits:Method
Face-to-Face Daytime Class
Location
PortsmouthStart Date
To be agreed with clientPrice
TBCEmail
Brenda LingerTelephone
+447802447177 -
Credits:Method
Face-to-Face / Online Class
Location
Face-to-Face / Online ClassStart Date
To be agreed with clientPrice
TBCEmail
Brenda LingerTelephone
+447802447177 -
Credits:Method
Online Class
Location
OnlineStart Date
To be agreed with clientPrice
TBCEmail
Brenda LingerTelephone
+447802447177