Professional Collection Manager (PCM)

This DIXONTECH course provides comprehensive knowledge and practical tools to develop advanced skills in debt collection, recovery management, and credit control. It is designed for professionals who oversee collection operations, manage debtor relationships, and lead recovery teams. The training focuses on strategic collection techniques, negotiation, financial analysis, legal compliance, and performance optimization. Participants will gain the confidence to handle complex collection cases and build sustainable customer relationships while maintaining organizational profitability and compliance.

TRAINING TOPICS

• Fundamentals of Collection and Credit Management

• Designing and Managing Effective Collection Strategies

• Customer Communication, Negotiation, and Dispute Resolution

• Collection Law, Ethics, and Regulatory Compliance

• Credit Risk Assessment and Portfolio Segmentation

• Advanced Skip Tracing and Recovery Techniques

• Performance Measurement and Key Collection Metrics (KPIs)

• Technology and Automation in Debt Collection

• Managing Collection Teams and Motivation Systems

• Building Long-Term Credit and Recovery Policies

BY THE END OF THIS TRAINING COURSE, DELEGATES WILL BE ABLE TO:

• Develop and implement effective collection strategies

• Assess credit risk and segment debtor portfolios

• Lead and monitor high-performing collection teams

• Negotiate repayment plans with professionalism and empathy

• Ensure full legal and ethical compliance in debt recovery

• Apply performance indicators and data-driven insights

• Improve organizational cash flow and recovery rates

TRAINING IS TAILORED TO:

• Collection and recovery managers

• Credit control professionals

• Debt collection supervisors and team leaders

• Banking and financial services officers

• Legal and compliance officers in credit institutions

• SMEs and utility sector collection specialists

• Professionals aspiring to become certified collection managers

TRAINING METHODOLOGY

This DIXONTECH training combines practical exercises, real case studies, and role-playing simulations to strengthen participants’ skills in negotiation, decision-making, and recovery management. The program uses a data-driven and behavioral approach that aligns collection performance with customer satisfaction and organizational objectives. Interactive workshops and group discussions promote hands-on application of best practices and international standards in collection management.

DAY 1

INTRODUCTION TO COLLECTION MANAGEMENT AND CREDIT CONTROL

• Understanding the credit and collection cycle

• Roles and responsibilities of a professional collection manager

• Key principles of debt recovery and credit control

• Understanding debtor psychology and payment behavior

• Collection systems, policies, and standard operating procedures (SOPs)

• Financial implications of overdue accounts on cash flow

• Overview of industry standards and global collection practices

• Case study: best practices in institutional debt collection

DAY 2

COLLECTION STRATEGY DESIGN AND PORTFOLIO MANAGEMENT

• Structuring and segmenting debtor portfolios

• Designing strategic collection plans based on risk assessment

• Setting collection objectives and key performance indicators (KPIs)

• Use of predictive analytics and scoring models

• Balancing automation and human intervention in collections

• Developing customer-centric yet assertive collection strategies

• Workshop: creating a portfolio collection strategy

• Group discussion: optimizing recovery across client segments

DAY 3

COMMUNICATION, NEGOTIATION, AND DISPUTE MANAGEMENT

• Psychology of negotiation in debt recovery

• Communication techniques for effective persuasion

• Overcoming resistance and handling objections

• Managing conflict and building debtor trust

• Using empathy and emotional intelligence in negotiations

• Documentation and recording of communication outcomes

• Workshop: role-play in negotiation and repayment arrangement

• Case study: successful negotiation-driven recoveries

DAY 4

LEGAL, ETHICAL, AND PERFORMANCE MANAGEMENT FRAMEWORKS

• National and international collection laws and compliance standards

• Understanding GDPR and data privacy in debt collection

• Ethics and code of conduct for professional collectors

• Managing disputes, litigation, and enforcement procedures

• Designing incentive and performance evaluation systems

• Monitoring team productivity and quality assurance

• Workshop: analyzing legal cases and compliance challenges

• Group discussion: balancing ethics and performance targets

DAY 5

COLLECTION LEADERSHIP, TECHNOLOGY, AND AUTOMATION

• Leadership roles in collection operations

• Leveraging technology for predictive collection management

• CRM and automation tools for collection performance

• Integrating AI, analytics, and dashboards for monitoring results

• Training and motivating collection staff for excellence

• Designing a strategic roadmap for collection performance improvement

• Workshop: building a digital collection model

• Final session: review, action plan, and certification pathway