BNK 001 – Collection & Recovery Officer Development Program for Credit Officers

Teachers

Eric Neoh

Category:

Banking / Finance & Account / In-House Programs /

BNK 001 - Collection & Recovery Officer Development Program for Credit Officers

Price

Duration: 2 Days

Lectures: InHouse

Certificate of Completion

INTRODUCTION

This program is designed for Executives and Officers in the Collections/Recovery Department. It has essentially two major parts, namely:

Part 1: The Collections and Recovery ‘Process’ and

Part 2: Writing a Credit Proposal for rehabilitation or restructuring (One day)

Part 1: Entire collection process and has been conducted as a Public Program before, as well as a training workshop for a Local Bank.

Part 2: This is a 1-day program and deals with the Credit proposal for loan rehabilitation / restructuring.

The training delivery is mapped to engage the participants in experiential activities/case studies. Tips are also shared and skills are enhanced through their “new awareness” of their capability / potential.

Objective

Enhance their Role as a Collector and understand the Process
Deal with various Types of problematic loans
Deal with different Types of Borrowers
Enhance Negotiation skills – strategy, assertiveness, etc

Set up for success in Collections – problem solving, managing difficult customers, etc.
Be knowledgeable in Loans Rehab/Restructuring
Write an effective Credit Proposal

Who should attend?

Executives and Officers of Collections Department

CURRICULUM

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Day One

Module 1: Introduction of Program

Seminar

Introduction & Icebreaker
Group work to gauge extent of current skills
Understanding & Appreciation of the topic

Activity: Group work – Bus Stop activity

Module 2: The Collection Process

Practice

Why should the Customer pay you first?
The Entire Collection Process
- Prep & Planning of the call/meeting
- Purpose of the call/meeting
- Identify & Resolve
- Commitment by customer
- Follow up

Module 3: Enhanced Collection Skills

Activity

Adopting a positive mind-set
Get Difficult customer to be on your side – words to use/not use
Turning their Excuses into Commitment

Activity: Changing your perspectives for effective collecting

Module 4: Assertiveness and Courtesy to get Commitment

Practice

Separate the people from the problem
Generate possibilities for your customer
Stating Objective outcomes – eliminating the “maybe’s”

Module 5: The Follow up

Practice

Time Management of your profile
Turning Excuses into commitment – Strategies
Planning your day

Day Two

Module 6: Tools for a Good Collector

Seminar

Various tools for a Good Collector
Tools you can use on the telephone
Managing conflicts

Module 7: Case Studies and Role Plays

Exercise

These are used to heighten awareness of what happens in collections. It prepares one to be creative and respond better to various situations.

Module 8: Gathering Specific Information for the Rehab/ Restructure

Exercise

Bank Statements is the most important document !
Site Visits give you information
Correct Purpose for writing the proposal

Module 9: What to include in the Credit Proposal

Activity

Case study on what to include for the Credit Proposal
Conduct a Meeting for additional information – especially Cashflow projections

Module 10: Mistakes to avoid in the Credit Proposal

Exercise

Enhancing your Skills to minimise mistakes
To Do List of things before a submission

– Borrower’s commitment(eg.PD cheques), Site visit that business is still on-going, Additional security(guarantee), Credit checks for additional borrowing, etc

About Instructors

Eric Neoh

Banking & Management

- Credit Officer Development Programs - Change Management - Effective Communication & Interpersonal Skills

Price

Duration: 2 Days

Lectures: InHouse

Certificate of Completion