Summary of Collection Training Experience 1 Telephone Collection is a collection method for loans overdue Post-bank collection personnel to contact customers by telephone in time, understand their situation, grasp their trends and urge them to repay. Compared with SMS collection, letter collection, door-to-door collection and judicial collection, it is the most timely, direct, lowest cost and most used collection method. According to the possibility of timely and full recovery of credit assets, credit assets can be divided into five categories: normal, concerned, secondary, suspicious and loss, and the latter three categories are collectively called non-performing credit assets. In theory, the use of telephone collection should start with the types of credit assets concerned and run through it, so as to avoid the loss of credit assets and effectively reduce the collection cost.
This time, I was appointed by the leader of a loan center and took over the telephone collection task of the acceptance team. Contact customers by telephone, understand their situation, grasp their trends, and urge customers in loans overdue to repay. I * * * contacted 495 customers, and made a total of 1485 calls according to an average of 3 telephone contact methods per household. What is the specific situation? Perhaps the numbers tell the story best. Of the 495 households, 143 contacted the customers themselves or their immediate family members by telephone, making it clear that they understood the situation in loans overdue and promised to pay back as soon as possible, accounting for only 29% of all customers, 75 households had their mobile phones and landline phones shut down or turned off, accounting for 15% of all customers, and16 households had their mobile phones and landline phones.
If only the collection calls that reach me or my immediate family members by telephone are valid calls, then the total number of invalid collection calls accounts for 7 1% of all calls, which is amazing. Among the three types of invalid collection calls, the proportion of empty or incorrect phone numbers is the highest, reaching 32%. Because most of the customer contact numbers left in the original loan information are mobile phone numbers, at least two of the three contact numbers, and some even only have mobile phone numbers. After a long time, the possibility of customers changing their phone numbers or stopping due to arrears is greatly increased, and it is more difficult for the original account manager to register or not register the changed borrower contact information in time. There are also some obvious human errors worthy of attention: for example, the registration numbers of landline and PHS in Wuhan are only 7 digits, and the mobile phone number is only 10 digits. 1? Wuhan landline number starts, etc. There are also many cases where the phone is turned off and no one answers. Compared with the empty number or incorrect telephone number, there is still the possibility of contacting the borrower in the future, which should be the focus of the next telephone collection.
In view of the above problems, the author thinks that we should first strengthen the accuracy of customer loan information, especially the telephone contact information of customers, and ensure that telephone collection is targeted. When filling in the relevant information, the customer is required to leave at least one local or foreign fixed telephone number, mainly home telephone number, supplemented by office telephone number. It is best for both husband and wife to keep a mobile phone number to avoid contact interruption due to changing the mobile phone number or arrears of downtime. The account manager of the relevant bank should inform the personal loan center of the changed contact information of the borrower in time, and delete the contact information that really belongs to the empty number or the inconsistent number in time, so as to focus on the key points and reduce the collection workload. Secondly, in the case of no answer when the phone is turned off, it should be the focus of the next phone call collection, and continue to contact in different periods and contact many times. Considering that some borrowers may not be able to answer personal phone calls during working hours, the collection staff can use the rest time to contact customers at night or on holidays to improve the success rate of telephone collection. Thirdly, I hope that when customers fill in loan-related information, an unsecured contact column can be added, which can be divided into immediate family contacts and non-immediate family contacts, without joint liability, and only used for emergency contact when borrowers cannot be contacted. In this way, we can facilitate our work and further reduce the credit risk.
Precautions for telephone collection: When collecting by telephone, the collector should identify himself first, and then explain the reason and amount of collection after the other party confirms the loan. In the telephone collection, if the borrower's contact information is found to be wrong, the changed borrower's contact information should be registered immediately. When collecting by telephone, the amount and date of repayment promised by the customer should be recorded, and the repayment record should be inquired after the promised repayment date. For customers who have not paid back, they should contact in time, ask the reasons and focus on tracking and collection. When calling for payment by telephone, the lender's reasons and requirements are generally not answered, and only the importance and urgency of repayment and the great influence on personal reputation are emphasized. Use Mandarin to talk politely with customers during telephone collection, so as to be reasonable, beneficial and restrained, and always maintain good professionalism and personal demeanor regardless of customers' attitude.
Telephone collection is a basic work and an important link of post-loan management, which is related to the quality and benefit of credit. Telephone collection is the most timely, direct and the lowest cost, which deserves our vigorous promotion and active application. There are many complicated problems in the process of telephone collection of overdue loans, and this paper only involves a small part of them. How to maximize the role of telephone collection and make it better serve the post-loan management is the direction of our future thinking and efforts.
Summary of collective training experience 2 is as light as water. It's almost a year since I worked as a collector in March of 20XX. During this year, under the careful care and guidance of leaders and colleagues, I have made great progress in all aspects through my unremitting efforts.
I remember when I was interviewing, I didn't even know what a gathering was and what a foreigner did. Therefore, when I was hired by the company, how to know, understand and be familiar with the collection industry I was engaged in became my top priority.
First of all, theoretical study has given me a preliminary understanding of the collection industry.
Credit card collectors belong to the credit control department and are mainly responsible for collecting overdue debts. Generally speaking, according to the different time of arrears, it is divided into several grades, and the salary is therefore different. Sensitive, psychologically tolerant, able to work under pressure, and some need strong English conversation skills. Usually, I call to remind and urge customers according to the list of overdue customers displayed in the database.
Second, I persisted in ideological and political study, which constantly improved my ideological and theoretical quality.
I have always insisted on studying Deng Xiaoping's theory of building Socialism with Chinese characteristics and the Party's lines, principles and policies, and on learning from Comrade Deng Xiaoping? Theory of Three Represents theory? Important ideas, study various financial laws and regulations, and actively participate in various political learning activities organized by the unit. Through continuous study, I have further improved my ideological and theoretical accomplishment and firmly established my outlook on life and values of serving the people wholeheartedly.
This year's work and career can be said to be a year of change. Personally, I have experienced some ideological storms: (1) The change of installment repayment rules at the end of March has led to a rapid increase in business difficulty and work intensity; (2) In July and August, some collectors in the front row were transferred and supported by the middle platoon; (3) As well as the recent excellent recording, seat change rating and other issues; (4) More importantly, I have been promoted from an ordinary employee to a person with a job, and my work focus has changed. During this period, I experienced a period of ideological struggle.
As an excellent collection employee, I only need to complete my job with good quality and quantity, achieve zero complaints and zero quality inspection, and make new progress every day; When I was promoted as a teaching cadre, I should have the responsibility of teaching while collecting well, and pass on my skills, work experience and communication tips to my colleagues without reservation, so as to become an influence in the team and drive them to grow together!
Summary of collection training experience Chapter III With the formation of diversified competition pattern of banking system subjects and the improvement of capital market functions, the competition for high-quality customers has become the focus of competition in the same industry. At the same time, the increasingly diversified, comprehensive and personalized customer needs have created opportunities and challenges for the banking industry. In order to cope with the fierce competition, provide customers with higher-level and all-round services and improve their own benefits, we must establish a marketing team with quick response, high comprehensive quality and strong service awareness-account manager team. However, whether the members of the account manager team have strong business ability and service consciousness, and whether they really understand the responsibilities of the account manager, I think it needs further discussion. Here, I only learn from my study and talk about my personal thoughts on how to be a qualified account manager:
First of all, the account manager must have the necessary qualities. The account manager is not only the representative of the relationship between the bank and its customers, but also the representative of the bank's external business. He not only needs to fully understand customers' needs and market products and businesses to them, but also needs to coordinate and organize all relevant departments and institutions of the bank to provide all-round financial services to customers, which requires good professional ethics and comprehensive ability. At work, we should always establish the idea of customer first, take the customer's affairs as our own business, think about what the customer thinks and worry about what the customer is anxious about. Banking marketing experience.
1, with high sense of responsibility, good professional ethics and strong professionalism. Have a strong sense of responsibility and dedication, and at the same time take into account the interests of banks to meet customer service or requirements. Strictly keep the secrets of banks and customers.
2, should have a high professional quality and policy level. Familiar with and understand financial policies, legal knowledge and financial products, and constantly improve professional quality through on-the-job training, rotation training and internal training to meet the needs of business development.
3. Quick thinking, good at analyzing and finding problems. Have certain marketing skills and analytical planning ability. Banking marketing experience.
4. Enthusiastic and cheerful, with strong research and coordination skills. I am good at expressing my own views and opinions, maintain a good working relationship with the management and business level of the bank, and have a strong team spirit.
5. Strong endurance and strong courage to overcome difficulties. Can go through hardships and enter thousands of households.
Second, account managers should be good at grasping market information and meeting customer needs in time. As account managers, they should have a clear mind and a keen sense of smell, capture all kinds of economic information in time, and constantly analyze and study, find problems in time, feed back information, and promote the healthy development of banking business. We should pay attention to the research and development of the market, understand the economic development trends of national industries, industries, product policies and local governments through the internet and media, analyze the marketing environment of customers, investigate customers under the premise of grasping the objective environment, understand the laws of customer capital operation, determine marketing plans in time, and consolidate the financial strength of banks. Master the business dealings between commercial banks and customers and their proportion in our bank; At the same time, adhere to the customer-centered, clear the customer status and development plan, the customer's business quantity, quality, income, potential and demand in our bank, lock in the target customers and establish a good cooperative relationship.
Third, account managers should do a good job in customer marketing and customer maintenance.
The account manager contacts the customer as an authorized representative of the bank? Ambassador? We should keep in touch with customers actively and frequently, find out their needs, guide their needs and give them satisfaction in time? One stop? Service. For existing customers, account managers should keep in constant contact with them, and for potential customers, they should actively develop them. The main purpose of development is to market products and strive to achieve them? Win-win? . According to the bank's management policy, business plan and post requirements for account managers, I put forward my own marketing direction, work objectives and operation plan through in-depth research on the market. First of all, it fits? Win-win situation for banks and enterprises? Principle, calculate the input-output account of the bank and the account of the customer, and design the most suitable financial product portfolio for the customer; Secondly, subdivide customers, establish target markets and potential customers, and conduct all-round analysis and evaluation of customers. Keep in touch with customers at all times and mobilize customer resources, use effective communication means and communication strategies to keep in touch with customers, and conduct fruitful visits and observations on customers. Third, in the interaction with customers, account managers should actively promote bank products. Be good at discovering customers' business needs, and actively suggest and recommend applicable products to customers. Report to relevant departments in time if necessary, and actively explore the possibility of developing special products for them. Fourth, strengthen risk management and effectively monitor customer risks. Pay close attention to the changes in all aspects of customer production, operation and management and the flow of large amounts of funds. No matter what problems occur, they should be considered in connection with asset safety and measures should be taken in time. Establish and improve customer files and monitoring ledgers in accordance with regulations, collect and analyze data in time, and monitor customer credit status in real time; And do a good job in post-loan inspection and daily inspection, and timely collect loan interest and principal; Actively participate in enterprise management when necessary, assist enterprises to do a good job in production, operation and financial management, and minimize capital losses.
4. Account managers should constantly pay attention to financial innovation, increase quality services and strive to achieve it? Win-win? Thinking determines action, and action determines the result. Account managers must have a strong sense of innovation, which is mainly reflected in the development of customer market and the marketing of financial products. Quality service is embodied in brand-new customer service concept, all-round customer service content and modern service means. In order to enrich the simple and boring service work and truly embody the concept of customer first. Account managers should keep in mind in the process of contacting customers? Customer demand is the job of the account manager? This kind of development idea, dare to innovate and creatively carry out the work, inject brotherhood into the work with sincere heart, think for customers, know their worries, eliminate their worries, meet their needs and move their hearts. Tolerate customers with affection, understand customers with heart, touch customers with love, and develop customers with quality service. According to different customers, we adopt different working methods and strive to provide customers with the best financial services. Customers will be moved by surprises when they receive flowers from us on their birthdays. If customers receive interesting information from us when they are upset, they will definitely put the unhappiness behind them for the time being and hold a little gratitude; When the customer was unfortunately lying in the hospital bed, he was even moved by the figure running upstairs and downstairs after we were busy. Although everything is normal and simple, it will definitely win the support and understanding of customers and promote our feelings.