Debt Compass: Navigating Collections with Empathy and Efficiency Training Course
Introduction
Effective loan collection is a critical function for any financial institution, directly impacting its financial health and sustainability. However, a successful collections strategy goes far beyond simply recovering funds; it is about protecting the institution's assets while preserving the member relationship. By adopting a member-centric and empathetic approach, SACCOs can improve repayment rates, reduce non-performing loans, and maintain the trust and loyalty of their members even during difficult times.
This five-day training course provides a comprehensive guide to modern loan collection. Participants will learn how to transition from traditional, reactive methods to a proactive, data-driven, and compassionate approach. The curriculum covers everything from early warning signs to advanced negotiation techniques, ensuring that your collections team is equipped with the skills and mindset to manage delinquency effectively while fostering positive outcomes for both the SACCO and its members.
Duration 5 days
Target Audience This course is for SACCO loan officers, credit managers, collections staff, finance officers, and management teams responsible for loan portfolio performance.
Objectives
- To understand the principles of a modern, member-centric collections strategy.
- To identify early warning signs of potential loan delinquency.
- To develop effective communication and negotiation skills for collections.
- To learn how to segment a loan portfolio for targeted collections efforts.
- To master the use of technology and data analytics in collections management.
- To implement a clear, consistent, and compliant collections policy.
- To explore alternatives to traditional collections, such as loan restructuring.
- To manage difficult conversations and navigate emotional situations with empathy.
- To measure and report on key collections performance indicators (KPIs).
- To create a continuous improvement process for your collections function.
Course Modules
Module 1: The Foundations of Loan Collections
- The role of collections in a SACCO's financial health.
- The difference between reactive and proactive collections.
- Ethical considerations and legal compliance in collections.
- The collections lifecycle: from early-stage to late-stage delinquency.
- The link between effective underwriting and successful collections.
Module 2: Early Warning Systems
- Identifying behavioral and financial red flags of delinquency.
- Creating a risk-scoring model for your loan portfolio.
- Using data from a CRM or core banking system for early alerts.
- The importance of a proactive "check-in" approach with new borrowers.
- The role of staff in identifying and reporting at-risk members.
Module 3: Communication and Negotiation Skills
- The art of making an effective collections call.
- Active listening and empathetic questioning techniques.
- Handling common member excuses and objections.
- Negotiation strategies for different delinquency stages.
- The importance of documenting every communication.
Module 4: Collections Policy and Procedures
- Developing a clear and consistent collections policy.
- Creating a step-by-step collections procedure manual.
- Defining clear roles and responsibilities for the collections team.
- The importance of standardized templates for notices and letters.
- Establishing a system for escalation and approval.
Module 5: Portfolio Segmentation and Automation
- Why a "one-size-fits-all" approach to collections doesn't work.
- Segmenting your portfolio by risk level, loan type, and member history.
- Using technology to automate routine collections tasks (e.g., SMS reminders).
- Creating a collections workflow and task management system.
- Leveraging data analytics to prioritize collections efforts.
Module 6: Alternatives to Traditional Collections
- An overview of loan restructuring, rescheduling, and refinancing options.
- The process for assessing and approving a workout plan.
- The benefits of loan workouts for both the SACCO and the member.
- Managing a workout portfolio and ensuring compliance with new terms.
- When and how to engage in external debt recovery.
Module 7: Managing Difficult Conversations
- Techniques for de-escalating tense or emotional situations.
- Setting clear boundaries while remaining empathetic.
- Dealing with members who have suffered a hardship.
- Navigating conversations about legal action and foreclosure.
- The importance of self-care and stress management for collections staff.
Module 8: Technology and Tools
- The benefits of a specialized collections management system.
- Integration with core banking systems and CRM platforms.
- Using mobile apps and portals for member self-service.
- The role of predictive analytics in forecasting delinquencies.
- Case studies of successful technology implementations.
Module 9: Performance Measurement and Reporting
- Key collections metrics: PAR (Portfolio at Risk), NPL, and recovery rates.
- Setting performance goals for the collections team.
- Building a dashboard for real-time portfolio health monitoring.
- Generating comprehensive reports for management and the board.
- Using performance data to identify areas for training and improvement.
Module 10: Building a Culture of Timely Repayment
- The role of positive reinforcement and incentives.
- Educating members on their repayment responsibilities.
- Creating a system for pre-delinquency outreach and support.
- Fostering a collaborative relationship between collections, credit, and sales teams.
- Encouraging a SACCO-wide commitment to good loan management.
CERTIFICATION
- Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate
TRAINING VENUE
- Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.
AIRPORT PICK UP AND ACCOMMODATION
- Airport Pick Up is provided by the institute. Accommodation is arranged upon request
TERMS OF PAYMENT
Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com
For More Details call: +254-114-087-180
Debt Compass: Navigating Collections With Empathy And Efficiency Training Course in Nauru
| Dates | Fees | Location | Action |
|---|---|---|---|
| 13/10/2025 - 17/10/2025 | $1,750 | Mombasa |
|
| 20/10/2025 - 24/10/2025 | $1,500 | Nairobi |
|
| 27/10/2025 - 31/10/2025 | $1,500 | Nairobi |
|
| 03/11/2025 - 07/11/2025 | $2,900 | Kigali |
|
| 10/11/2025 - 14/11/2025 | $1,500 | Nairobi |
|
| 24/11/2025 - 28/11/2025 | $1,500 | Nairobi |
|
| 01/12/2025 - 05/12/2025 | $1,500 | Mombasa |
|
| 05/01/2026 - 09/01/2026 | $1,500 | Mombasa |
|
| 12/01/2026 - 16/01/2026 | $1,500 | Nairobi |
|
| 26/01/2026 - 30/01/2026 | $1,500 | Nairobi |
|
| 02/02/2026 - 06/02/2026 | $4,000 | Pretoria |
|
| 09/02/2026 - 13/02/2026 | $1,500 | Nairobi |
|
| 23/02/2026 - 27/02/2026 | $1,500 | Nairobi |
|
| 02/03/2026 - 06/03/2026 | $1,750 | Mombasa |
|
| 09/03/2026 - 13/03/2026 | $1,500 | Nairobi |
|
| 23/03/2026 - 27/03/2026 | $1,500 | Nairobi |
|
| 06/04/2026 - 10/04/2026 | $4,950 | Dubai |
|
| 13/04/2026 - 17/04/2026 | $1,500 | Nairobi |
|
| 20/04/2026 - 24/04/2026 | $1,500 | Nairobi |
|
| 04/05/2026 - 08/05/2026 | $1,750 | Mombasa |
|
| 18/05/2026 - 22/05/2026 | $1,500 | Nairobi |
|
| 25/05/2026 - 29/05/2026 | $1,500 | Nairobi |
|
| 01/06/2026 - 05/06/2026 | $2,900 | Kigali |
|
| 08/06/2026 - 12/06/2026 | $1,500 | Nairobi |
|
| 22/06/2026 - 26/06/2026 | $1,500 | Nairobi |
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