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  • September 25
  • 1:00 - 2:00 pm EST

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Audio & Reference Manual

Telephone Collection Call Scripts and How to Respond to Excuses

September 25

Collection call scripts and pre-planning - be prepared for any excuse and situation to ensure that you're not caught.

Debt collectors hear it all. It doesn't matter what type of debt is being collected, or good intentions of people who want to pay off their debt, the stalls are plentiful. Sometimes they are simply excuses, sometimes they are reasons, but it's difficult to distinguish the two. The collection industry is highly regulated and change is always on the horizon. There are attorneys just waiting for collectors to make the slightest, innocent error on a communication to file legal action for noncompliance. The more a collector knows how to properly handle stalls and excuses professionally and appropriately, the more resolution without complaint, the more dollars collected and the least amount of lawsuits are filed. This topic will help your leaders as well as your collectors, develop strong tools and best practices that will help to avoid the pitfalls of trying to collect delinquent debt. Leave with examples of best practices as well as scripts to help each collector when the conversation gets tough. Every agency needs leaders, at every level, who are knowledgeable enough to know how to handle a tough call, and how to respond to excuses while remaining compliant.

Learning Objectives

- You will be able to identify when a consumer is stalling or actually giving reason why they cannot pay the debt and determine your next step.

- You will be able to recognize the type of personality you are dealing with and change your talk off to better relate with the consumer and resolve more accounts.

- You will be able to discuss reasonable options with the consumer to resolve the debt hitting key points to help deflate stalls and excuses while remaining calm and in control of the conversation.

- You will be able to explain how to avoid compliance issues that may cause the call to become escalated which could mean costly law suits for your agency.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

You Are the Expert
  • Control Yourself
  • Recognize Personalities
  • Be Prepared
The Collection Call
  • Incoming and Outgoing
  • Ask for Payment and Information
  • Steps to Successful Communication
  • FDCPA Tips
Stalls and Excuses
  • Common Issues
  • Intentional and Unintentional Excuses and Stalls
  • Script Responses
Tips for Specific Types of Debt
  • Medical
  • Banks Loans, Credit Card
  • Student Loan
  • Utilities
  • Legal Action Against Consumers
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

Live Webinar Registration

  • CPE 1.2 including Specialized Knowledge 1.2
     
  • Lorman Education Services is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: https://www.nasbaregistry.org/cpas/complaints. For more information regarding administrative policies such as complaint and refund, please contact our offices at 866-352-9539. CPE Credit: Maximum Credit Hours: 1.2 each session (based on a 50 minute credit hour). You must attend at least 50 minutes to obtain credit. Field of Study: Specialized Knowledge for 1.2 hours. Prerequisite: . Level of Knowledge: Intermediate. Teaching Method: Seminar/Lecture. Advance Preparation: None. Delivery Method: Group Internet Based. Please refer to the information in this brochure for outline, course content and objectives. Upon completion of this course, you will receive a certificate of attendance. Final approval of a course for CPE credit belongs with each state's regulatory board. Please note: In order to receive CPE credit for this course you MUST use the streaming audio option, as well as enable and complete the required progress checks.
     
  • Lorman Business Center, Inc. is a registered provider for CPA CPE through the State Education Department of New York, Sponsor number: 000640. The following course will carry the subject area of Specialized Knowledge and Applications for 1.5 hours.
     

Audio & Reference Manual

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

Who should attend?

This live webinar is designed for credit and collection managers, presidents, vice presidents, business owners and managers, lending professionals and accountants.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Irene Hoheusle, IFCCE, CCCO

Irene Hoheusle, IFCCE, CCCO

Account Recovery Specialists Inc

  • In the debt collection industry 21 years, vice president specializing in collection education, compliance and running collection departments in multiple locations
  • Published in multiple national collector magazines including ACA Collector and Pulse magazine among others
  • Created and presented hundreds of face to face seminars, online webinars and teleseminars
  • National Certified Instructor with the American Collectors Association International
  • Recipient of the national Charles F. Lindermann Certified Instructor of the Year award as well as the Fred Kirschner Instructor Achievement award
  • Holds the office of president of the Kansas Collectors Association
  • Recognized by the International Fellowship of Certified Collection Executives
  • Holds designations as a Professional Collection Specialists, Trainer Specialist, Collection Industry Professional and Professional Collections Manager, Healthcare Collection Manager, Credit and Collections Compliance Officer
  • Member of the American Collectors Association International, the Kansas Collectors Association, Kansas Emergency Medical Systems Association
  • Can be contacted at [email protected]
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Product ID: 404073
Published 2016, 2018
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