Computer-Based Training for Your Collectors and Supervisors
Collection
EXCELLENCE®
Universal Training is a leader in providing
collections training for both new hires and experienced collectors and
supervisors. Our broad expertise in collections ranges from providing
completely custom training to a computer-based training program, called
Collection EXCELLENCE®, which is based on industry best
practices.
Your Industry and Collection
EXCELLENCE®
The Collection EXCELLENCE®
Core Modules can become part of your new hire or experienced collector training
program.
Collection EXCELLENCE® is
intended for the following business:
Bank Card, Auto Finance, Retail
Card, Credit Card, Third-Party Providers, Consumer Finance, Purchased/ Serviced
Bad Debt Recovery, Mortgage Lenders, and Collections Agencies.
Collection EXCELLENCE® Core
Modules
Depending upon your needs and your type of business, the
following computer-based training modules, make up Collection
EXCELLENCE®.
Collection EXCELLENCE®
Basics
Provides an overview of modules and examines goals and
characteristics of excellent collectors.
Making Complete Collections Calls
Focuses
on the elements of a complete outbound collection call, including how to use a
10-step call pattern, and provides an overview of strategies for bringing
accounts current.
Handling Objections and Motivating/Educating
Customers
Discusses the reasons for delinquency, sources of money, and
motivational or educational techniques for overcoming objections.
Communication Skills
Focuses on learning
how to apply a positive telephone personality, listen, question, verify
collection activities, and document calls.
Following Federal and State Laws
Delves
into the provisions of the Fair Debt Collection Practices Act (FDCPA), the Fair
Credit Reporting Act (FCRA), and specific state laws more stringent than the
FDCPA.
Getting Through to Customers
Provides
techniques for contacting hard-to-reach customers, such as those who have
answering machines or voice mail screen their calls or who simply don't return
messages.
Specialized Modules
These computer-based
training modules focus on skills for specialized collection functions or areas
needing special attention.
Negotiating Payment Arrangements
Examines
strategies for bringing accounts current and getting a payment today by using
key negotiation techniques.
Managing Challenging Customers
Explores
why some customers are especially challenging and how to diffuse and build
rapport with these customers.
Time Management and Staying Positive
Concentrates on how collectors can manage their time, increase
productivity, and maintain a positive attitude about their jobs.
Dealing with Difficult Situations
Concentrates on difficult situations, such as first payment defaults
and high balance accounts, as well as how collectors can adapt their collection
approach and style when dealing with difficult customers.
Preventing Broken Promises
Identifies
misperceptions of a good promise and techniques for locking in promises that
customers will keep.
Loss Mitigation
Presents techniques for
communicating with customers to prevent foreclosure.
Preventing Repossession
Focuses on the
repossession process, the cost and potential loss incurred, and communicating
with customers to prevent repossession.
Recovery
Focuses on charged-off accounts
and deficiency balances, using special techniques to motivate customers to pay
and suggesting payment plans tailored to the customer's financial position.
Skip Tracing
Reviews the importance of
locating customers early in delinquency, presents skip tracing tools, and
teaches how to obtain information while following legal guidelines.
Skip Tracing
Reviews the importance of
locating customers early in delinquency, presents skip tracing tools, and
teaches how to obtain information while following legal guidelines.
Based on Industry Best Practices
Collection EXCELLENCE® is a series of computer-based
training modules and is based on proven best practices of key financial
services industry leaders. Universal Training has interviewed top management of
industry leaders to learn their vision and philosophies of collections. We have
listened to thousands of collection calls and conducted hundreds of focus
groups and interviews with collectors, supervisors and managers.
Company Background
Universal Training,
founded in 1968 and headquartered in Northbrook, Illinois, is an award-winning
developer of made-to-order performance improvement solutions for financial
services and other companies with specialized training needs.
Universal Training provides training in technical, interpersonal, and basic job skills for more than 300 client organizations, many of them Fortune 1000 companies.
Universal Training
900 Skokie Blvd., Suite 104
Northbrook, IL 60062
Phone: 847.498.9700
Fax: 847.498.9608