MCCCD Official Course Competencies:

CSI152  2001 Summer I – 2011 Fall

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)

MCCCD Official Course Outline:

CSI152  2001 Summer I – 2011 Fall

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