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