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MODULE 1: Introduction to Collections

1.1. Benefits of Collections

1.2. Definitions

1.3. Organisation of a Collections function

1.4. Challenges for the industry

1.5. Regulatory framework

1.6. What is Collections and why does it matter?

MODULE 2: Introduction to Strategies

2.1. Definition of Strategy

2.2. Reasons for Arrears

2.3. Principles of Collections & Collections Process

2.4. Prioritisation, Segmentation and Actions

2.5. Steps to develop a Strategy

MODULE 3: Prioritisation and Segmentation

3.1. Prioritisation and Segmentation

3.2. Relationship between Risk and Delinquency

3.3. How to define a Segmentation

3.4. Introduction to Behavioural Scoring

3.5. Segmentation for Early Collections

MODULE 4: Actions

4.1. Attributes of an Action

4.2. Types of Actions

4.3. Matching Actions to Segments

4.4. Actions plan for Early Collections

4.5. Practical aspects for defining Actions

MODULE 5: Champion - Challenger

5.1. Definition and reasons for testing

5.2. How to design a test

5.3. Testing Principles

5.4. Testing Cycle

5.5. Pitfalls of testing

MODULE 6: Putting it all together – designing a full Strategy

6.1. Collections cycle timeline

6.2. Strategies for Early, Mid and Late Collections

6.3. Post charge-off considerations

6.4. Some practical aspects of strategies

MODULE 7: Measuring Performance – Principles & Metrics

7.1. Principles of how to measure performance

7.2. Drivers of performance

7.3. Top-down approach

7.4. Which high-level metrics should we follow?

7.5. Strategies: Is a strategy working?

7.6. How to measure agents’ performance

MODULE 8: Tracking Strategies

8.1. The impact of costs

8.2. Case study (part 2)

8.3. Collections Efficiency Ratio

8.4. Comparing the Champion and Challenger

8.5. Testing score vs strategy

MODULE 9: Advanced Strategies

9.1. Strategies for payers

9.2. Promise To Pay and Broken Promise

9.3. Strategies for Policy Groups

9.4. Recoveries

9.5. Event-based strategies

9.6. Use of third-party data

MODULE 10: From end to end

10.1. Review of collections segmentation and strategies

10.2. Review of key concepts

10.3. Stratagem Recovery: what we learnt

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