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Know how to make contact with the debtor in an effective and appropriate way.
Describe how to make appropriate contact with the debtor in accordance with legal and organisational requirements.
Describe evidence provided to the debtor which authenticates the collector’s relationship to the creditor in accordance with legal and organisational requirements.
Describe information provided to the debtor to explain their debt obligation in accordance with legal and organisational requirements.
Understand the impact of a debtor’s profile on the collection process.
Identify the key elements of a debtor’s profile.
Describe the impact of a debtor’s profile on the collection process.
With reference to the debtor’s profile, describe how to identify fraudulent activity/money laundering in accordance with organisational requirements.
Know how to record and where appropriate, investigate any disputes.
Describe how to source and gather evidence as part of dispute investigation.
Describe actions available following a dispute investigation.
Describe the different departments/external agencies to which the debtor can be referred for advice and help.
Describe how to maintain customer records in accordance with organisational and legal requirements.
Know how to negotiate repayment solutions.
Describe strategies to achieve full payment in accordance with organisational and legal requirements.
Describe how to prepare and implement a repayment plan.
Describe appropriate action where there is failure to reach agreement for payment.
Describe effective and appropriate methods of communications which are non-prejudicial to the creditor’s legal position.