The British Academy for Training and Development offers this training program titled “Professional Collection Manager (PCM)”, designed to support professionals working in debt collection, credit management, and financial operations.

This program is designed to provide a deep understanding of the tools, principles, and strategies necessary for effective collection management, while maintaining professional communication and compliance with regulatory standards.

Participants will explore how to build and manage collection processes, implement follow-up systems, and improve recovery rates. The program targets professionals managing client accounts, overseeing financial obligations, or handling receivables, aiming to ensure strategic, timely, and respectful collection practices.

Who Should Attend?

• Credit staff responsible for debt and receivables collection.

• Collection agents and specialists monitoring overdue accounts.

• Finance department staff managing customer payment cycles.

• Customer service personnel involved in coordinating payments.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• Understand the responsibilities and skills of a professional collection manager.

• Develop organized methodologies for handling overdue payments and client follow-up.

• Communicate effectively and professionally during collection interactions.

• Apply techniques to increase collection success rates without harming client relationships.

• Ensure compliance with ethical and legal standards in collection activities.

• Introduction to Collection Management

  • Concept of collections and its role in the revenue cycle.

  • Objectives of professional collection management.

  • Types of collections: internal, external, legal.

• Organizational Structure of Collection Management

  • Main tasks of the collection team.

  • Key Performance Indicators (KPIs).

  • Relationship between collections and other departments.

• Effective Collection Strategies

  • Proactive vs. reactive collection approaches.

  • Smart collection systems and follow-up techniques.

  • Escalating cases based on risk levels.

• Effective Client Communication

  • Listening and professional negotiation skills.

  • Managing emotions and building trust.

  • Handling objections and complaints.

• Telephone and Field Collections

  • Methods and techniques for phone collections.

  • Managing and preparing for field visits.

  • Setting objectives and expected outcomes for visits.

• Electronic and Technological Collections

  • Using CRM systems in collection processes.

  • Reminder and automated collection software.

  • Measuring the impact of automation on collection results.

• Legal Aspects of Collections

  • Basic legal documentation for debt.

  • Steps for judicial collection and official procedures.

  • Legal constraints and financial rights.

• Writing Collection Correspondence

  • Drafting formal letters and warnings.

  • Using professional and legal language.

  • Email correspondence and automated collection messages.

• Commercial and Financial Debt Collection

  • Privacy in corporate and institutional debt collection.

  • Managing large receivable accounts.

  • Negotiating with legal and accounting entities.

• Collection Tools and Financial Reporting

  • Daily and monthly collection reports.

  • Financial collection indicators and analysis.

  • Using charts and graphs for evaluation.