Description
Operational manual for collectors. Covers: six principles of effective collecting (prompt detection, early contact, information exchange, commitment to action, documentation, follow-up); monitoring failed payments; collector tone and escalation; first-call script and handling of NSF cheques, failed pre-authorized debits and cheques in the mail; collection notices and the six key questions; credit reporting at 30 days; emotional appeal; transfer to a second collector at 45 days and review of family support, income and saleable assets; using leverage and following through on ultimatums; 90-day review and recovery decision; final demand and realization options (foreclosure, seizure through a bailiff, provincial small claims court); and system documentation at each stage. References the separate Alterations, Write-Off and collection letter templates.
