Advancing the credit profession

Award: Consumer Collections


This intermediate award provides and understanding of the concepts, processes and techniques that underpin best practice within consumer credit management.

Syllabus Topics

1.    Principles of Consumer Collections (18%)

  • Evolution of debt collection as a function
  • Identification of why customers fall into arrears
  • Collection life cycle
  • Key systems and technology
  • Common debt repayment arrangements

2.    Regulation and Industry Frameworks for Consumer Collections (9%)

  • Risks associated with consumer collections
  • Legal, regulatory and industry frameworks
  • Impact of frameworks on collections work

3.    Commencement of Consumer Collections (12%)

  • Types of financial and non-financial information required
  • Validation of accuracy of customer information
  • Locating missing information
  • Customer segmentation

4.    Consumer Collection Contact (22%)
Plan for outbound calls

  • Appropriate methods of building accurate picture of customers’ situation
  • Techniques for identifying vulnerable customers
  • Communicating with and supporting vulnerable customers
  • Establishing repayment plans
  • Disputes and conflicts.

5.    Action in Response to Continued Non-payment (9%)

  • Taking appropriate action toward non-payment
  • Affordability of repayment plans
  • Negotiation of revised repayment arrangements.

6.    Preparation for Legal Proceedings (12%)

  • Documents used in the debt collection process
  • Accuracy and timeliness of documentation
  • Third party assistance in legal recovery
  • Writing off debts.

7.    Effective Consumer Collection Processes (18%)

  • Maintenance of compliant collection processes 
  • Methods of checking quality and integrity of work
  • Training and support for collection teams
  • Setting and monitoring effective operational targets
  • Partnership maximization