CUNA Collections & Bankruptcy School: Introduction
Topics & Objectives

Please note that the Topics/Objectives listed below are subject to change.

Collection ABCs

• Evaluate and modify current credit and collection policies
• Understand the most common cases of delinquency
• Recognize and strategize the eight steps in the collection call
• Choose the most effective communication style for the collection process
• Role play scenarios for collection calls

Member Service & Collections

• Orchestrate a service and sales environment in the collection process
• Develop and utilize effective member communications
• Differentiate between stalls and objections
• Plan successful rebuttals

Best Practices Roundtable Discussions

• Review the collection tools that your peers are using in their collection departments
• Discuss the challenges that exist in collection practices today

Repossession

• Understand your credit union’s liability for non-compliance
• Determine the legal factors affecting the right to repossess
• Establish the methods of repossession
• Learn the key steps to take when collateral is repossessed
• Discuss the credit union’s relationship with its repossessor and how to best protect the credit union
• Establish the legal issues involved in disposing or repossessing collateral

Collection Tools & Tips

• Learn guidelines for effective telephone collections
• Understand the importance of documentation
• Discuss the two basic issues when contacting a debtor
• Establish the right questions and learn how to avoid the wrong questions
• Learn tips for responding to debtor excuses and objections
• Gain a brief overview of debt collection statutes

Bankruptcy

• Identify the early warning signs of bankruptcy
• Establish methods to steer members away from bankruptcy
• Strengthen the credit union’s position if a bankruptcy is unavoidable
• Learn legal information to reduce your bankruptcy losses
• Understand the difference between Chapters 7 and 13

Maximizing Recoveries From Charged-Off Loans

• Discuss what realistic charge-off recovery expectations should be
• Explore the role your credit union staff plays in the recovery effort
• Develop both in-house and third party contact plans to insure maximum charge-off recovery
• Learn how to determine the necessary costs involved to generate an expected recovery

For more program content information or to request a brochure call 800-356-9655, ext. 4249, or email elearning@cuna.coop. For registration questions, call 800-356-9655, ext.4400 or e-mail reginfo@cuna.coop.