Arrears Management Course

Lesson 1 • Key Performance Metrics Overview

Introduces delinquency rate, roll rate, recovery rate, and cost-per-dollar-collected. These metrics recur as evaluation tools in every subsequent chapter.

Lesson 2 • Defining Delinquency and Default

Covers the precise distinction between delinquency, default, and charge-off. Anchors all subsequent terminology used throughout the course.

Lesson 3 • The Delinquency Lifecycle

Maps the progression from first missed payment through resolution or loss. Students use this lifecycle model as a decision framework in later chapters.

Lesson 4 • Regulatory and Compliance Framework

Introduces consumer protection statutes, fair debt collection rules, and data privacy obligations. Compliance awareness underpins every operational decision in the course.

Lesson 1 • Skip-Tracing and Locate Techniques

Covers methods for locating unresponsive debtors using data sources and analytics. Accurate locate data is prerequisite to effective contact strategies covered later.

Lesson 2 • Propensity-to-Pay Modelling

Introduces models that predict likelihood of payment given outreach. Students learn to interpret model outputs and translate scores into contact priorities.

Lesson 3 • Portfolio Segmentation Strategies

Teaches balance-based, risk-based, and product-type segmentation approaches. Proper segmentation ensures the right treatment is applied to each account group.

Lesson 4 • Credit Risk Scoring Fundamentals

Explains behavioural and bureau-based scoring models used to rank delinquent accounts. Scoring logic directly informs the segmentation strategies taught next.

Lesson 1 • Right-Party Contact Principles

Defines right-party contact, consent requirements, and contact attempt limits. These principles constrain every channel strategy developed in this section.

Lesson 2 • Digital and Written Communication

Addresses email, SMS, and written notice requirements including required disclosures. Digital channels extend reach whilst introducing distinct consent and documentation obligations.

Lesson 3 • Contact Strategy Performance Measurement

Defines contact rate, right-party contact rate, and promise-to-pay conversion metrics. Students use these measures to diagnose and improve contact plan effectiveness.

Lesson 4 • Telephone and Dialler Operations

Covers predictive, progressive, and manual dialling modes and their compliance implications. Students select dialling modes appropriate to segment risk and regulatory exposure.

Lesson 1 • Negotiating Payment Commitments

Covers full-balance requests, partial payments, and payment plan negotiation tactics. Students balance recovery goals against debtor capacity to secure durable commitments.

Lesson 2 • Anatomy of a Collections Call

Breaks the collections call into opening, verification, negotiation, and closing phases. Mastering call structure ensures compliance and maximises commitment rates.

Lesson 3 • Active Listening and Empathy Techniques

Teaches reflective listening, tone calibration, and empathy statements to reduce debtor resistance. Empathetic communication increases cooperation and promise-to-pay rates.

Lesson 4 • Objection Handling Frameworks

Provides structured responses to common objections such as hardship claims and disputes. Consistent objection handling reduces call abandonment and escalation frequency.

Lesson 1 • Hardship and Forbearance Programmes

Introduces temporary payment reduction, interest waiver, and fee suspension options. Hardship programmes preserve customer relationships and reduce long-term loss rates.

Lesson 2 • Programme Effectiveness and Re-Delinquency Tracking

Defines metrics for measuring arrangement cure rates, re-default rates, and net recovery. Students use these metrics to refine programme parameters and approval criteria.

Lesson 3 • Settlement and Discount Offers

Explains lump-sum settlement authority levels, tax reporting obligations, and documentation. Students apply settlement criteria consistently to protect margin and ensure compliance.

Lesson 4 • Payment Plan Design and Administration

Covers instalment plan parameters, down-payment requirements, and broken-arrangement policies. Well-structured plans reduce re-delinquency and administrative rework.

Lesson 1 • Quality Assurance and Call Monitoring

Establishes call scoring rubrics, monitoring frequency, and feedback delivery processes. QA programmes identify compliance gaps and coaching opportunities before they escalate.

Lesson 2 • Collector Staffing and Scheduling

Covers workforce forecasting, shift scheduling, and capacity planning for collections floors. Proper staffing ensures queue coverage without excess cost.

Lesson 3 • Dispute and Complaint Management

Covers intake, investigation, and resolution workflows for debtor disputes and complaints. Timely resolution protects regulatory standing and reduces litigation exposure.

Lesson 4 • Collections System and Platform Use

Introduces collections management systems, account notes, and workflow automation tools. System proficiency is required for accurate record-keeping and audit readiness.

Lesson 1 • Judgment Enforcement Techniques

Covers wage garnishment, bank levy, and lien placement as post-judgment tools. Enforcement selection depends on debtor asset profile and jurisdictional rules.

Lesson 2 • Debt Sale and Portfolio Disposition

Explains charged-off portfolio sale, buyer due diligence, and post-sale obligations. Debt sales convert residual losses to recoveries whilst transferring servicing responsibility.

Lesson 3 • Agency Oversight and Compliance Monitoring

Establishes audit schedules, complaint monitoring, and corrective action processes for agencies. Creditors remain liable for agency conduct, making oversight a critical control.

Lesson 4 • Legal Referral and Suit Authorisation

Defines criteria for referring accounts to legal counsel and authorising suit filing. Students apply cost-benefit analysis to ensure legal action is economically justified.

Lesson 1 • Predictive Modelling for Collections

Covers logistic regression, decision tree, and machine learning models applied to collections. Model outputs replace static rules with dynamic, risk-sensitive treatment decisions.

Lesson 2 • Portfolio-Level Loss Forecasting

Introduces roll-rate models, vintage analysis, and stress-testing for loss projection. Accurate forecasts support provisioning decisions and strategic resource planning.

Lesson 3 • Champion-Challenger Testing

Teaches experimental design, control group selection, and statistical significance testing. Champion-challenger methodology ensures strategy changes are evidence-based before full rollout.

Lesson 4 • Continuous Improvement and Strategy Governance

Establishes review cadences, strategy ownership, and change-management controls for analytics programmes. Governance ensures models and strategies remain accurate, fair, and compliant over time.