SaFi Bank Space : Collections Scripts.

Collections shall utilized a conversation structure that will enable a straight forward, clear and concise approach to debt collections. Level of intensity shall be increase based on the following factors;

• Delinquency level of the client

• Frequency of calling

• Risk status of the client

• Type of Contact. (Client, 3rd PTY)

All script shall adhere to the policies of the bank and of the regulators.

Conversation structure

Scripts used shall adhere to a set conversation structure that would add a human touch to the delivery of the message and shall form part of the quality guidelines as to the manner of conversations used.

The said structure shall follow similar to the below illustration and would enable the collections representative to be guided as how should a proper conversation work.

Further more the bank shall employ 2 type of Script;

1. Straight forward approach

   1. More focus on facts and information toward getting the client to update the account to current.

2. Emphatic approach

   1. Focus on engaging the client to open up and to be more receptive to collections work arounds.

Both approach shall be employed from time to time to test effectively for the different segments of the bank.

1.Opening

• Introduction (Name and Company)

• Disclosure (Regulatory)

2.Fact on the table (FOT)

• Purpose f the call

• The status of the debt

• Collections Question

  • This should be paid today -Directly asking for the payment

  • When can you pay- Direct asking when can the payment be made (Subject to 5 days PTP rule)

3. Objections handling

• Avoiding early termination- Use for brush-offs by a customer

• Bridging-Use for emotional customers

4. Negotiation

• Collections proper based on DPD and contact level.

5.Closing

• Establishments of the promise (When and amount)

• Setting expectations on the consequence of non payment (Escalations)

• Ending the conversation

Scripts

1.Client interaction

DPD (1-30), (31-60)

2. 3rd pty interaction