Professional Collection Specialist Designation (PCS)

This DIXONTECH certification course equips participants with the essential skills, techniques, and professional ethics required for successful debt collection and recovery operations. It focuses on practical communication, negotiation, compliance, and customer relationship management, preparing participants to become certified Professional Collection Specialists (PCS). Through real-world simulations and case studies, trainees will develop both the technical and interpersonal competencies to handle complex debtor interactions, reduce delinquency, and improve organizational cash flow.

TRAINING TOPICS

• Fundamentals of Debt Collection and Recovery

• Customer Communication and Telephone Collection Skills

• Effective Negotiation and Repayment Arrangements

• Legal, Ethical, and Compliance Principles in Debt Collection

• Understanding Debtor Psychology and Behavior

• Collection Strategy and Portfolio Management

• Skip Tracing and Investigative Techniques

• Performance Metrics and Reporting in Collection Operations

• Conflict Management and Emotional Intelligence for Collectors

• Professional Ethics and Code of Conduct for Collection Specialists

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

• Manage debt collection professionally and ethically

• Communicate and negotiate effectively with debtors

• Apply proven techniques to maximize recovery success

• Handle disputes and objections with confidence

• Follow legal and compliance procedures in collection activities

• Use performance metrics to monitor and improve results

• Build trust-based, long-term customer relationships

TRAINING IS TAILORED TO:

• Collection and recovery agents

• Customer service and call center professionals

• Credit and debt management officers

• Financial services and retail collection staff

• Legal and compliance assistants

• Professionals seeking PCS certification in debt recovery

TRAINING METHODOLOGY

This DIXONTECH training combines interactive simulations, scenario-based learning, and real-life role-play exercises. Participants engage in mock collection calls, negotiation role-plays, and practical case studies to apply the techniques learned. The program focuses on measurable outcomes, ethical decision-making, and emotional intelligence in collection performance, ensuring participants are well-prepared for PCS certification and on-the-job success.

DAY 1

INTRODUCTION TO COLLECTION AND CREDIT MANAGEMENT

• The role and importance of collection in business sustainability

• Understanding the credit and collection cycle

• Key responsibilities of a collection specialist

• Credit control fundamentals and debt recovery principles

• Debtor classification and payment behavior analysis

• Legal and organizational context of collections

• Case study: the cost of delinquency to business operations

• Workshop: identifying types of debtors and response strategies

DAY 2

COMMUNICATION AND NEGOTIATION TECHNIQUES IN COLLECTIONS

• Effective communication techniques for telephone and digital collection

• Building rapport and empathy with customers

• Structuring conversations for maximum effectiveness

• Active listening, questioning, and tone control

• Negotiation strategies for repayment arrangements

• Managing objections and handling difficult customers

• Workshop: role-playing collection calls and negotiations

• Case study: turning conflict into successful settlements

DAY 3

LEGAL AND ETHICAL ASPECTS OF COLLECTIONS

• Legal framework and consumer protection laws

• Understanding contracts, obligations, and enforcement options

• Compliance with privacy and data protection regulations

• Fair debt collection practices and professional ethics

• Managing complaints and disputes ethically

• Maintaining transparency and professionalism in all communications

• Workshop: analyzing compliance case scenarios

• Discussion: building integrity in the collection profession

DAY 4

COLLECTION STRATEGY, PERFORMANCE, AND RISK MANAGEMENT

• Designing collection plans and prioritizing accounts

• Assessing debtor risk and segmentation