This highly-participated and content rich program has been originally designed and then improved over the years for Team Leaders of collection teams. Collectors need to hone and perfect their skills but the success or failure of a collection unit will largely be determined by the knowledge and skills of the Team Leader. This is high pressure position, where the biggest challenge may be the ‘great collector’ who has been given a new position and thrust into a job with a whole new set of responsibilities.
- 5 steps for coaching
- Handle conflict within the team
- Design and effective use of Collector Scorecard
- Improve Feedback
- Know and aim to achieve top traits of collectors and a team
- Creativity & Attribute in Collections
- Handling Debtors
- Asking for The Money
- Training and Leadership
Steve Coyle founded Service Winners in 2003, which focuses on Credit / Collections training. Prior to Service Winners he worked in Customer Service- Collections and Human Resources at Maxis Mobile. In the U.S., Steve worked at Verizon Wireless and in the banking industry with C.I.T. Equipment Financing, Inc. He has experience in handling both consumer and commercial accounts. He has worked in both call centres and banking (hire/purchase) environments. His experience in both the West and Malaysia allows him to share best practices. His Malaysian banking clients include: CIMB, Maybank, Bank Islam, AmBank, Hong Leong, and others.He is the authorof ‘Debt Collections: Stir-Fried or Deep-Fried?’. He is a Certified Credit Executive from the National Association of Credit Management (USA) and a Certified Financial Collection Professional (Canada). He is a member of the Association of Credit Management Malaysia.