2 days workshop
INTRODUCTION
In order to be an effective collector, you need to have the heart of an entrepreneur. This course will help to provide you with an environment that stimulates proactive behavior in order to achieve greater goals for yourselves and your organization. By creating value for your organization, you will be amazed at the speed of career advancement. Real-current problematic debt cases will be analyzed and scenario solutions will be provided under the guidance of Dr. Steven Liew.
COURSE OBJECTIVES
By the end of this course you will be able to:
Understanding Negotiation Techniques
Profiling Your Customers
Use Practical Debt Recovery Approaches
Understand Legal Debt Recovery Strategies
Know When To Initiate Legal Actions
Know How To Avoid Futile Effort In Recovery
Review Legal Case Studies
Understanding Bankruptcy (Amendment) Bill 2016
METHODOLOGY
Case Study & Group Discussion. Real-current problematic debt cases will be analyzed and scenario solutions will be discussed within the workshop.
WHO SHOULD ATTEND
Bankers, Accountants, Business Managers, Marketing Managers, Collection Executives, Sales Executives, Finance Executives, Supervisors, Managers, Credit Analysts, Credit Controller & Recovery Officers.
Special Feature: NOTE: Please bring laptop along ( Templates are provided)
PROGRAMME OUTLINE
Day 1
Module 1: Burning issues in debt recovery
Management Bureaucracy
Collectors Are Not Well Recognized
Borrowers Has Multiple Loans Exposure To Other Banks
Unable To Locate Customers
Insufficient Funding For Repayment
Module 2: Customer Risk Profile
Assessing Your Risk Factors
What Are The Strategies To Negotiate Debt?
Why Borrowers Are Not Paying You?
Module 3: Negotiation Techniques
Soft Negotiation
Hard Negotiation
Principles Negotiation
Successful Negotiation
Profiling Your Debtors
Handling Complaints & Difficult Customers
Focus on Large Customer
Visit your Debtor
Module 4: Improve Telephone Skills
Improve Telephone Skills
Collection Skills Via Telephone
Collection Skills Via Telephone
Persistency
Speak Your Customer Language
Profiling Customers
Flow Along With The Customers
Module 5: Credit Evaluation & Monitoring
Importance of Credit Evaluation & Monitoring
Criteria For Approval Or Rejection
Setting the Credit Limit
Monitoring Customer Account
Group exercises
Qualities of an Effective Collector
Identify the qualities of an effective collector & rank them
Role play & reverse play on your attributes as effective Collector
Day 2
Module 6: Case Studies & Group Discussion
Case Study 1 (Negotiation Skill)
Case Study 2 (Credit Evaluation)
Case Study 3 (Handling Difficulty Debtor)
Case Study 4 ( Bank Branch Manager Task)
Recoveries Techniques
Module 7: External Outsourcing to Collection Agencies
When & why Outsource debts to collection agency
Outsourcing Cost
Internal Outsourcing to Staff
Why should outsource to staff & when not to outsource to staff
Module 8: Legal Procedure
What To Do Before Litigation
Contents Of Letter Of Demand
Factors To Consider Before Suing
Preparation For Suing
Preparation For Trial
Enforcement Of Judgments
Module 9: Bankruptcy (Amendment) Bill 2016
Voluntary Arrangement introduced as a new rescue mechanism
Stringent requirements for service of bankruptcy notice and creditor’s petition
Single order of bankruptcy introduced
Minimum debt threshold has been increased
Stronger protection for social guarantors
Leave of court required to commence bankruptcy proceedings against other guarantors
New list of bankrupts to be allowed discharge
Automatic discharge introduced
Establishment of the Insolvency Assistance Fund
Module 10: Case Studies & Group Discussion
Case Study 5: Head of Credit Controller Task
Case Study 6 (Dealing with NPL borrowers)
Case Study 7 (Detecting early warning sign)
Case Study 8 (Government Accounts)
Dr Steven Liew is a fellow member of the Chartered Institute of Management Accountants, UK and is a Chartered Accountant by profession. He has an Asia Pacific Executive MBA (for senior executives) from the National University of Singapore and a PhD in international finance with Rushmore University of USA.
Dr Liew had worked in private sector companies, ranging from family-run businesses to professionally manage multi-national corporations in South Asia and the ASEAN region. He has accumulated more than 30 years working experience in senior financial & operational management positions spearheading the profitability and growth of companies. He has worked for the MBF Finance & its related group of companies over the 10 years period
He is a registered Trainer with the Government Human Resources Development Berhad (Pembangunan Sumber Manusia Berhad). And he is a GST Tax Consultant and had successfully completed the Custom examination
Dr Steven Liew had conducted various seminars for corporate clientele including Association of Credit Management Malaysia, Chartered Institute of Management Accountants, Malaysia Institute of Management, Malaysia Institute of Accountants, Institute of Bank Bank Malaysia, Nestle, IQPC Worldwide Pte Ltd , Singapore, Lexis Nexis,, Proton Edar Malaysia , Brunei Investment Agency, Small Medium Industries Development Corporation, Asia Business Forum Pte Ltd, Hong Kong, Ministry of Development, Brunei , BICPA Asean Management, Brunei, Risda Group Of Companies, Sales & Marketing Training Forum, Sri Lanka, Giant Retail Sdn Bhd, Telekom Brunei & Ministry of Foreign Affairs, Malaysia, Sabah Electricity Sdn Bhd, Bank Islam Brunei Darussalam. Continental Tyres, Sime Darby Bhd ,Sony Malaysia Sdn Bhd , Perodua Sdn Bhd & Credit Guarantee Corporation (M) Bhd; Fujixerox, SYNERGY RMS PTE LTD, India; UDA Holdings, SPNB, Diners Club, Elk Desa Capital Bhd, Antah Schindler, UCSI & Ministry of Finance; Seccom Sdn Bhd; Bridgestone Chemical Products (M) sdn Bhd; Dialog Group Bhd; SEDCO, KK ; Hosiden Electronics (M) Sdn Bhd; STO Maldives; Indah Water Consortium Sdn Bhd; CPA Australia (M) Sdn Bhd & VMAC Business Group (M) Sdn Bhd, China
He is currently providing management consultancy and training specialising in GST, Forecasting , Fast closing monthly, leadership, Strategic Planning, budgeting, accounting, finance, Cost reduction, credit management & loan recovery.
Testimonial from past participants
“After the 2 day workshop on “Debt Recovery on NPL”, the following improvement are obvious, I set customer dateline for customers to pay, as the trainer impressed with the phrase “customer always want to pay “Now I have the passion for collection from my customers” Head -Credit Division, Credit Guarantee Corporation
“The clear improvement is the boosting of my confidence in negotiation with the customers on default payment, knowing what to ask, how to approach the customers as many role plays of customer interaction facilitated by Dr Steven Liew really helps me in the collection process. Really nice to hear from you again & following up on my collection position” Asset Manager, Malaysian Debt Venture
“The credit management & collection seminar reinforce my believe in building strong rapport with customer, help the customers & even take some risk if necessary to recover the money. The skills learnt from the practical training process in solving & recovery the debts are indeed rewarding & challenging. Dry Steven; feel free to drop by for a cup of drink & chat” Marketing Manager & Credit Head; Theen Seng Paper Manufacturer Sdn Bhd