Maricopa Community Colleges  CSR158   19986-20012 
Official Course Description:   MCCCD Approval:  05/26/98
CSR158      19986-20012 LEC 2 Credit(s) 2 Period(s)
Credit Card Debt Collection
Overview of credit card debt collection via telephone. Includes collection call process as well as the basics of a collection computer system and collection call control. Collection programs for customers also covered. Prerequisites: None.
 
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MCCCD Official Course Competencies:
 
CSR158   19986-20012 Credit Card Debt Collection
1. Summarize how the customer's perception, influence and experience affects a debt collection telephone call. (I)
2. Explain the collection call process. (II)
3. Demonstrate ability to make a collection phone call. (II)
4. Identify who can be spoken to regarding a cardholder's debt. (II)
5. Summarize procedures when leaving messages. (II)
6. Utilize computer system to perform various collection services and functions. (III)
7. Differentiate between various collection customer programs. (IV)
8. Recommend an appropriate collection program based on a customer's individual needs. (IV)
9. Summarize procedures for collection call control. (V)
10. Demonstrate ability to complete a collection call and maintain control. (V)
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MCCCD Official Course Outline:
 
CSR158   19986-20012 Credit Card Debt Collection
    I. The Customer
        A. Perception
        B. Influence
        C. Experience
        D. Importance
        E. Caring for the Customer
        F. Listening
          1. Skills
          2. Characteristics of Good Listening
          3. Techniques to Sharpen Listening Skills
      II. Collection Call Model
          A. Purpose of Collections
          B. Goals of Collections
          C. Collector's Skills
          D. Collection Call Steps
          E. Collection Call Model Parts
            1. Greeting
            2. Responding
            3. Closing
          F. Relating Steps and Model
          G. Negotiate Using Account Information
            1. Getting a Promise
            2. The Promise to Pay
            3. Basic Payment Negotiation
            4. Payment Negotiation Guidelines
            5. Negotiating a Payment
            6. Leverage Points
          H. Definitions
            1. Payment Amounts
            2. Available Credit
            3. Arrears
            4. Amount Due
            5. Minimum Payment
            6. Billing Date
            7. Payment Due Date
            8. Grace Period
            9. Statement
            10. Billing Cycles
          I. Leaving Messages
            1. Information To Leave
            2. What Cannot Be Said
            3. On an Answering Machine
        III. Collection Computer System
            A. How Accounts Enter System
            B. How Accounts are Organized
            C. System Numbers
            D. Work Queues
            E. Work Dates
            F. Region Numbers
            G. Keyboard
            H. Software
            I. Using the Mouse
            J. Signing On
            K. Signing Off
            L. Screens
            M. Accessing a Customer's Account
            N. Field Descriptions
            O. Alpha Search
            P. Manual Work List
          IV. Collection Customer Programs
            V. Collection Call Control
                A. Collection Call Review
                B. Why Customers Object to Paying Their Bill
                  1. Accountholder's Story
                  2. Customer's Perspective
                  3. Customer's Response
                  4. Listening for Reasons and Excuses
                C. Overcoming Objections
                  1. Handling Basics
                  2. Listening to the Customer
                  3. Reason for Delinquency
                  4. Empathizing
                  5. Using Questions for Clarity
                  6. Question Techniques
                  7. Backtracking
                D. Getting a Strong Promise to Pay
                  1. Negotiating Payment
                  2. Strong and Soft Words
                  3. Warning Signs of Weak Promise
                  4. Using Leverage Points
                  5. Incremental Negotiation
                  6. Using Influence
                E. Payment Tools
                  1. Completing a Promise
                  2. Expedited Payment Methods
                  3. Western Union Phone Pay
                  4. Western Union Quick Collect
                  5. Overnight Mail
                  6. Branch Payments
                  7. Priority Mail
                  8. Fee Paid Transaction Handling
                F. Confirming the Commitment
                  1. Verifying Account Information
                  2. Confirming the Promise
                  3. Backtracking
                  4. Closing the Call
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