CUNA Collections & Bankruptcy School: Introduction
Topics & Objectives

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

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 repossession methods
• Learn the key steps to take when collateral is repossessed
• Discuss the credit union’s relationship with its repossessor and how to best protect your credit union
• Establish the legal issues involved in disposing or repossessing collateral

Collection ABCs

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

Bankruptcy

• Identify the early warning signs
• Establish methods that can steer members away from bankruptcy
• Discover strategies to strengthen your 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

• Develop realistic charge-off recovery expectations for your portfolio
• Quantify the time, talent, and resources required to attain expected recovery
• Determine if expected recovery justifies the investment of some, all, or none of your staff’s time and talent
• Develop contact plans to direct your staff and/or third party’s recovery effort
• Determine if additional revenues can be generated from accounts that your staff or third party have deemed uncollectible