My Process
Example Agenda
Day 1
- Meet and greet with Collections Leadership
- Understand organizational structure of the collections department – Early/Late/Blend/Managed
- Review target audience – lower performers, mixed, all Review tenure – pandemic hiring mix
- Review New Hire Training and upskilling for current collectors
- Review current QA process and any scorecards, dashboards
- Understand key KPI’s the organization utilizes to determine performance
- Forbearance Plans
- Pain points and areas of focus for the collectors
- Listen to random right party contacts with Leadership
- Floor time – Jim will spend the rest of the day plugging in with collectors to gain a baseline and help develop areas of focus
Day 2
- Introduction of Jim the trainer
- Why you are so important to the organization
- What small change in effectiveness represents in delinquent dollars collected can represent to you and organization
- Share Key essentials for effective collections
- Based on feedback from Leaders and call monitoring launch Scenario’s
- Collectors will roll their sleeves up and time to get busy
- Half Day of Scenario training – example customers situations:
- Out of work
- Cannot pay
- Reduced Income
- Someone else is “paying” the account
- Early payment default
- Debt Settlement
- Sloppy payer
- Great payer up till now
- Lunch – 1 hour
- Return to floor for side by sides
