Advanced Supervisory Skills for Credit and Collection Personnel

OVERVIEW:

To be an efficient supervisor and manager, not only in the field of Credit and Collection, but in almost all business processes. One must possess in-depth knowledge of their specific portfolio and specific skills applicable to managing the same effectively. Otherwise, aside from not meriting respect from his or her subordinates and colleagues, the same is so critical to the organization’s bottom line – positive results.

OBJECTIVES:

• To identify the critical factors of receivables to efficiently manage them.
• To identify appropriate skills and tools applicable in managing Credit and Collection Team.
• To prepare / train Credit and Collection Staff to level up their performance.
• To enhance and customize Supervisors’ and Managers skills applicable to Credit and Collection.
• To know the mindset, responsibility and accountability of an efficient Credit and Collection Supervisor and / or Manager.

COURSE OUTLINE:

• Part 1 - Portfolio Knowledge

1. Everything that you must know about your portfolio
2. Profile of accounts/borrowers
3. What to monitor

• Part 2 - Necessary Skills

1. Correct Grammar/Writing Skills
2. Excel/Word/Powerpoint
3. Proper use of email
4. Drafting memo/proposals
5. Report writing
6. Presentation skills

• Part 3 - Policies and Procedures

1. Sources of Policies and Procedures
2. Mind set

• Part 4 - Customer Interface

1. Facts
2. Situational Assessment
3. One or Two steps ahead
4. Forged win-win solution

• Part 5 - Ownership and Accountabilities
• Part 6 - Managing the Credit and Collection Team

1. Organize
2. Delegation
3. Interface within the organization
4. Service Level Agreement (SLA)
5. Managing Conflicts

• Part 7 - People Skills

1. Know the basic labor laws on hiring and firing employees
2. know your organization's code of discipline
3. Problem solving
4. Decision making
5. Motivation
6. Coaching
7. Evaluaiton

• Part 8  - Open forum/Q&A