SaFi Bank Space : Training Framework

Overview

  Purpose

The purpose of this document is to establish the standards and procedures within the collection department covering Training for Bank.

  Scope

This document covers Training guidelines, procedures and process.

•  Code of Conduct Governance (Collections)

• Collections Training and Selection

  • New hire Collection’s Selection

  • Collection’s skills training

  • Collections Certification

  • COC training

  • Training Schedule

  • Disqualification criteria

  • Refresher Trainings

1.Code of Conduct Governance.

The Collections department shall be operating within the framework that is sanctioned by the bank and all laws /regulatory matters as applicable

• Training rules for attendance and completion

• Collections Do’s and Don’ts in the conduct of its operations

• Collections Call Quality Guidelines as applicable

• Regulatory Policies in compliance to BSP,NPC and other applicable regulatory body.

(Attached all policies)

*Approved Collections COC, QA guidelines, Regulatory policies as applicable.

2. Collections Training and Selection

The Collections shall follow the prescribe training schedule and regiment to fully support individuals joining the group. Ample preparation shall be provided to support the new joiners.

This is to insure that all new joiners shall be provided enough support necessary for success in the field of collections

Training and Selections Flow (highLevel)

Selections Process

Selections Phase

All candidates shall pass thru a selections phase which will be a funnel for all applicants provided by HR to the collections process. An applicant shall be evaluated by the collections process for fitness for the process.

Steps;

1. HR endorses candidates for Collection Selection and Evaluation

2. Candidates are to undergo Selections phase.

   1. Collections operations interview

      1. Collections Skill interview based on the below parameters. (Operations)

         1. Motivations

         2. Skill

         3. Experience

      2. Collections skills call assessment.

         1. Mock call simulation and assessments.)*Generic collections negotiation focused on the call structures.)

      3. Final Selection for Collections Training class.

         1. Certification fro Collections skills

         2. Job Order

         3. Training agreement sign-off.

*Generic collections negotiation focused on the call structures

Training Phase

After a candidate passes selection official bank Training and Onboarding Commence.

Onboarding (day 1)

Activities

1. Initial HR Orientation

   1. LARK

   2. Bank Systems introduction

2. Rules on training.

• Training requirements sign off.

3. All necessary access are requested;

• Loxon (Collections systems)

• Genesys (Dialer system)

• Operation Systems request

  • LARK

  • Bank systems.

Training Phase (Day 2 to Day 4)

Activities

1. Introduction to Collections Products and Systems

• Bank Products product

• Collection’s systems

  • Loxon

  • Genesys

• Bank’s other Systems

  • BOFE

• Collections COC and Regulations

2.Introductions to Collections Process handling, Scripts Negotiation Structure

Collections Scripts

• Collections conversation structure and scripts

• Collections Skill Training (D3)

  1. Negotiation Structure (with SAFI account Specific items)

3. Collections COC training

• HR COC

• Collections COC

• COC Sign-off

Certification (D4)

• Certification

  • Collections Calling

  • Collections Field

• Passers proceed to Nesting

• Non passers shall be sent back to training for train back (D5+1)

  • Will be provided a retake

  • Will be subject to off boarding if would not be operationally certified to proceed to production.

*Disqualification Criteria.

A candidate shall be made not to continue to operations deployments based on the following incidence.

1. Attendance during training

   1. Absence during the selections phase will disqualify a candidate or if possible wash-out a candidate to the next batch if applicable

2. Training incidence reports by the assigned Trainer thru training assessments.

3. Not qualifying for Collections certification as conducted by the collections team.

*Such shall be clearly enumerated into the training agreement prior to joining the training class.

Nesting- Hands on. Operations Assisted training(week 3)

Activities

• Process Familiarization (Hands on)

  • Spiels with Systems Navigation

• QA introduction

• Employees to sign and acknowledge that they have undergone and agrees to adhere by Collections COC guidelines before they are deployed in Production

• Training Assisted Production

Full Deployment

• Training Operations Hand-over

 Refresher up skill training.

Collections shall conduct refresher training per collections tool for the enhancement and retainment of training concepts and ups killing on process and product for all team members.

*Schedule of such activities are to be defined.