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To produce industry-related debt collectors. To equip learners / new employees with all related knowledge to the collections industry. To generate a knowledgeable work acumen in the collections industry and to understand and enforce all regulatory methods and procedures.

• Explain governance related to debt collecting
• Execute all processes & procedures in collecting debt
• Apply a diverse range of collection techniques
• Understand and apply a range of communication methods
• Deliver excellent client service
• Diffuse a difficult situation

Learning Unit 1:  Definition of Debt Collecting        

• Definition of debt collecting 
• Why is it such an important role for any organisation       
• The role of debt collecting in the business  

Learning Unit 2:  Governance related to Debt Collecting     

• Council for Debt Collectors  
• Debt Collection Act   
• Protection of Personal Information (POPI) Act       
• Code of conduct      

Learning Unit 3:   Debt collecting processes & procedures  

• Invoicing clients       
• Identifying errors on accounts        
• Corrections   
• Debit order processes         
• Follow-up system and Diary process

Learning Unit 4: Collection techniques         

• The psychology of debt collecting   
• Avoid conflict and address issues as soon as possible       
• Defusing a difficult situation 
• Dangers of incompetent Debt Collecting     

Learning Unit 5:  Communication methods for debt collecting       

• Rely on the information provided on the system    
• Debt Collectors phone etiquette     
• Managing a debt collecting call       
• Do not assume anything, first check the account   
• Approach for resolving queries       
• Written communication skills

Learning Unit 6:  Strategic Objectives, Employee Benchmarks and Reporting        

• Department-specific Objectives, Measures and targets     
• Employee Benchmarks        
• Monthly reporting    

Suggested exception reports