|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/effective-debt-collection-strategies/
课程评论：没有评论
Coursera 上的“有效债务催收策略”课程旨在为债务催收员、信贷经理和金融专业人士提供高效专业的债务追讨技能和知识。本课程涵盖最新的行业最佳实践、债务催收相关法律法规，包括沟通策略、谈判技巧和风险管理。 课程内容包括： * **第一章：债务催收术语** * **第二章：债务催收员法案** 重点介绍该法案的目的、债务催收员的定义、禁止实施的行为、不当行为、追回款项的方式及款项去向。 * **第三章：国家信贷法案** 涵盖该法案的定义、概述、重要提示、目的，以及希望消除的不良行为。课程还会介绍法案设立的监管信贷市场的机构、消费者权益、信贷提供者权益、债务催收以及滥发信贷。 * **第四章：时效** 解释时效的定义、类别、起始时间、时效的延迟和中断，以及中断的形式。 * **第五章：LSDA（清盘、破产、债务审查与管理）** 讨论 LSDA 状态、争议及处理方式（账户已结清、余额查询、从未开户）、谈判、付款选项、付款方式、处理 PTP（约定付款）提醒或变更、教育债务人、更新详细信息、专业主义以及结束通话。 * **第六章：借记订单和借记订单通话脚本** 介绍借记订单的细节、常见的发薪日期、何时及如何关闭借记订单、出售借记订单的好处以及借记订单通话脚本。 * **第七章：费用产生与追收** 解释费用的定义、法律及行业协会的规定、支出与费用、费用相关事宜，以及何时使用 Debtors Own Phone Number。课程还讨论了必要的文件，如债务承认书、结清信函和对账单，并探讨了费用作为催收动力和费用衡量标准。 * **第八章：谈判** 探讨谈判的定义、成功谈判的准备、谈判步骤、沟通风格的重要性以及如何成功进行谈判。 * **第九章：软技能** 介绍企业软技能的定义、培养起点以及在联系中心中的应用，并强调了姿态的重要性。 * **第十章：有效沟通** 讨论工作场所的沟通，包括互动、企业问候语、外呼电话（包括介绍、安全检查、处理通话、身体语言、解决方案、总结通话、结束通话）、处理异议和退出。 * **第十一章：日报管理** 重点介绍催收技巧、最大化流程（PTP、分账、分期付款、还款计划、处理失败情况、联系他人）、工作量管理、费用分摊、问题解决、出入呼叫、倾听（何时倾听、倾听的态度、致电时应注意的事项）、使用暂停功能、确认理解、建立个人品牌（竞争性、如何开始）、正确联系人（处理延迟和争议、划分工作日记、推销、处理困难电话）。 * **第十二章：质量评分卡** * **第十三章：债务催收通话指南** 包含通话结构、谈判矩阵（按最优结果顺序）、安排确认以及更新与结束。 * **第十四章：通话介绍** 解释致电原因、拒绝付款安排以及拒绝付款的原因（失业、债务审查、破产、管理或账户争议）。 * **第十五章：计算机技能** 介绍计算机技能、键盘使用、Microsoft Word 基础知识、Microsoft Office 按钮使用以及鼠标的使用。 * **第十六章：实践操作（实验）** 包括简历与面试、通话模型（RPC 的工作/不工作、RPC 工作但处于债务审查/时效/破产/管理状态或已提出查询、CPC、WPC）。 该课程提供实践性的指导和策略，以提高债务催收的有效性和专业性。
Course Description"Effective Debt Collection Strategies" is a comprehensive course designed to equip debt collectors, credit managers, and financial professionals with the skills and knowledge needed to recover debts efficiently and professionally. This course covers the latest industry best practices, laws, and regulations governing debt collection, including communication strategies, negotiation techniques, and risk management.CHAPTER I TERMINOLOGY USED IN DEBT COLLECTIONCHAPITER II DEBT COLLECTOR ACTII.1 THE AIMS OF THE ACTII.2 DEFINITION OF DEBT COLLECTORII.3. PERSONS PROHIBITED FROM PERFORMING CERTAINS ACTSII.4 IMPROPER CONDUCTII.5 RECOVERY MONEYII.6 WHERE DOES MONEY GO TOFORMATIVE ACTIVITY: DEBT COLLECTORS ACTCHAPTER III. NATIONAL CREDIT ACTIII.1. DEFINITIONIII.2. OVERVIEW OF THE ACTIII.3. IMPORTANT NOTEIII.4. THE PURPOSE OF THE NCAIII.5. WHICH UNDESIRABLE PRACTICE DOES THE NCA WANT TO ELIMINATE?III.6 THE NCA CREATED THE FOLLOWING BODIES TO ASSIST TO REGULATE THE CREDIT MARKETIII.7 OF THE CONSUMER AS PER NCAIII.8. RIGHTS OF CREDITS PROVIDERSIII.9. DEBT COLLECTIONIII.10 RECKLESS CREDITFORMATIVE ACTIVITY: NATIONAL CREDIT ACTCHAPTER IV PRESCRIPTION ACTIV.1 DEFINITIONIV.2. CATEGORIES OF PRESCRIPTIONIV.3. PRESCRIPTION BEGINS TO RUNIV.4. DELAYED ON PRESCRIPTIONIV.5. PRESCRIPTION INTERRUPTEDIV.6. FORMS OF INTERRUPTIONCHAPTER V LSDA (LIQUIDATION, SEQUESTRATION, DEBT REVIEW & ADMINISTRATION)V.1. LSDA STATUSV.2. DISPUTE AND DISPUTE HANDLING· ACCOUNT SETTLED· BALANCE ENQUIRY· NEVER OPENED AN ACCOUNTV.3. NEGOTIATIONV.4. PAYMENT OPTIONV.5. PAYMENT METHODS5.6. HANDLING THE PTP REMINDER OR CHANGE OF PTPV.7. EDUCATING DEBTORV.8. UPDATING THE DETAILSV.9. PROFESSIONALISMV.10. ENDING OF THE CALLCHAPTER VI DEBIT ORDER AND DEBT ORDER CALL SCRIPTVI.1. INTRODUCTIONVI.2. DEBIT ORDER IN DETAILSVI.3. COMMON SALARY DATESVI.4. HOW AND WHEN SHOULD WE CLOSE A DEBIT ORDER?VI.5. BENEFITS OF SELLING DEBIT ORDERVI.7. DEBIT ORDER SCRIPTCHAPTER VII COST GENERATION & RECOVERYVII.1. DEFINITION (COST)VII.2. WHAT DOES THE LAW SAY?VII.3. WHAT DOES THE COUNCIL SAYVII.4. EXPENSE AND FEESVII.5. ALL ABOUT COSTVII.6. DEBTOR OWN PHONE NUMBER - WHEN?VII.7. NOT TO DEBTOR OWN PHONE NUMBERS - WHEN?VII.8. NECESSARY CONSTRUCTIONa. ACKNOWLEDGEMENT OF DEBTb. CLEARANCE LETTERc. STATEMENTSVII.7. COST AS MOTIVATIONVII.8. COST MEASUREMENTCHAPTER VIII NEGOTIATIONSVIII.1. WHAT IS NEGOTIATIONVIII.2. PREPARING FOR A SUCCESSFUL NEGOTIATIONVIII.3. STEPS IN THE NEGOTIATION PATHWAYVIII.4. STYLE IS CRITICALVIII.5. NEGOTIATION SUCCESSFULLYCHAPTER IX. SOFT SKILLSIX.1. INTRODUCTIONIX.2. WHAT ARE CORPORATE SOFT SKILLS?IX.3. WHAT AND WHERE TO STARTa. WHAT TO DO, WHERE TO STARTb. SOFT SKILLS IN THE CONTACT CENTREIX.4. POSTURECHAPTER X EFFECTIVE COMMUNICATIONX.1. INTRODUCTIONX.2. COMMUNICATION IN THE WORK PLACEX.2.1. INTERACTION (WHAT DOES THIS CONSIST OF?X.2.2. THE CORPORATE GREETINGX.2.3. OUTBOUND CALLa. INTRODUCTIONb. WHAT IS THE SECURITY CHECK?c. THINGS TO CHECK ON THE SECURITY CHECKd. HANDLING OF THE CALLe. BODYf. SOLUTION TO THE PROBLEMg. SUMMARIZE YOUR CALLh. END THE CALLi. HANDLING OBJECTIONS OFF RAMPSCHAPTER XI DAYBOOK MANAGEMENTXI.1. OUTCOMESXI.2. COLLECTION TECHNIQUESXI.3. MAXIMIZING PROCESSa. PROMISE TO PAY (PTP)b. ALLOCATIONc. INSTALMENTd. REPAYMENT PLANe. WHEN WORKING WITH FAILS· NON PAYMENT· DID NOT HONOR INSTAMENT· IF THE PAYMENT WAS LATEf. CLOSE PARTY CONTACTg. WRONG PARTY CONTACTXI.4. LET US DIVIDE MANAGING WORK LOAD INTO FIVE FUNCTIONXI.5. ALLOCATION AND COSTXI.6. PROBLEM SOLVINGXI.7. OUTGOING & INCOMING CALLSXI.8. LISTENa. LISTENING - WHEN YOU ARE NOT LISTENING TO ME ?b. WHEN YOU ARE LISTING TO MEc. LISTENING HAS TO DO WITH ATTITUDEd. THINGS TO DO WHEN CALLINGXI.9. USING THE HOLD FUNCTIONXI.10. CONFIRM UNDERSTANDINGXI.11. BUILD YOUR PERSONALITYa. BE COMPETITIVEb. HOW TO BEGINXI.12. RIGHT PARTY CONTACTa. DELAY AND DISPUTE: WHAT TO DOb. DIVIDING MY DIARYc. SELLING ITd. HANDLING DIFFICULT CALLSCHAPTER XII. QA SCORE CARDCHAPTER XIII. DEBT COLLECTION CALL GUIDEXIII.1. CALL STRUCTUREXIII.2. NEGOTIATION MATRIX - FOLLOW IN ORDER OF BEST OUTCOMEa. NEGOTIATION 1b. NEGOTIATION 2c. NEGOTIATION 3d. NEGOTIATION 4e. NEGOTIATION 5f. NEGOTIATION 6g. NEGOTIATION 7XIII.3. CONFIRMATION OF ARRANGEMENTXIII.4. UPDATING & CLOSINGCHAPTER XIV. INTRODUCTION TO A CALLXIV.1. REASON FOR CALLXIV.2. NO TO PAYMENT ARRANGEMENTXIV.3. OBJECTIONS TO PAY DUE TO:a. UNEMPLOYEDb. UNDER DEBT REVIEWc. SEQUESTRATION AND ADMINISTRATIONd. DISPUTE ACCOUNTCHAPTER XV COMPUTER SKILLSXV. INTRODUCTION TO COMPUTER SKILLSXV.2. KNOW YOUR KEYBOARDXV.3. MICROSOFT WORD RE-FRESHERXV.4. THE MICROSOFT OFFICE BUTTONXV.5. THE USE OF YOUR MOUSECHAPITER XVI. HANDS IN PRACTICE (LAB)a. CV & INTERVIEWb. CALL MODEL:- RPC (WORKING/NOT WORKING)- RPC (WORKING BUT UNDER DEBT REVIEW, PRESCRIPTION, SEQUESTRATION OR ADMINISTRATION) OR RAISED QUERIES- CPC- WPC
