Debt Collection & Legal Process

29-30 Nov, 2017, Kuala Lumpur

FOCUSING ON
  • Module 1: Burning issues in debt recovery
  • Module 2: Customer Risk Profile
  • Module 3: Negotiation Techniques
  • Module 3: Profiling Your Debtors
  • Module 4: Improve Telephone Skills
  • Module 4: Collection Skills Via Telephone
  • Module 5: Credit Evaluation & Monitoring
  • Module 5: Qualities of an Effective Collector
  • Module 6: Case Studies & Group Discussion
  • Module 6: Recoveries Techniques
  • Module 7: External Outsourcing to Collection Agencies
  • Module 7: Internal Outsourcing to Staff
  • Module 8: Legal Procedure
  • Module 9: Bankruptcy (Amendment) Bill 2016
  • Module 10: Case Studies & Group Discussion

    SPECIAL FEATURE
    Participants Will Receive a Set of Practical Templates suitable for all sectors. These templates;
    • Ease in planning, reporting & decision making process
    • Snapshot of overall issues & problem
    • Financial modeling using goal seek strategies for cash flow, profit, sales target, budgeting & working capital requirements.


OVERVIEW

In order to be an effective collector, you need to have the heart of an entrepreneur. This course will help to provide you with an environment that stimulates proactive behavior in order to achieve greater goals for yourselves and your organization.

 

By creating value for your organization, you will be amazed at the speed of career advancement.

 

Real-current problematic debt cases will be analyzed and scenario solutions will be provided under the guidance of Dr. Steven Liew.

OVERVIEW

Administrative and Secretarial Professionals contribute innumerable ways to company’s well-being and success. They are no longer just handling administrative and correspondence but are participating as management team members.

 

The Administrative & Secretarial Professional of today is strongly positive, capable of carrying out responsibilities beyond her normal scope of duties, has strong initiatives, is quite capable of stepping into an executive position, and is constantly upgrading herself. Planning, organising and coordinating the workflow is an important function of today’s administrative professional and this is expected of them by every boss or person they report to.

 

This course will prepare the administrative professional/secretary to better develop their skills and confidence that will bring out the best qualities in them. In this course they will also learn to apply the Rules of Work to better manage their work and personal success.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Understanding Negotiation Techniques
  2. Profiling Your Customers
  3. Using Practical Debt Recovery Approaches
  4. Understanding Legal Debt Recovery Strategies
  5. Knowing When To Initiate Legal Actions
  6. Knowing How To Avoid Futile Effort In Recovery
  7. Reviewing Legal Case Studies
WHO SHOULD ATTEND

Bankers, Accountants, Business Managers, Marketing Managers, Collection Executives, Sales Executives, Finance Executives, Supervisors, Managers, Credit Analysts, Credit Controller & Recovery Officers.

METHODOLOGY

Case Study & Group Discussion. Real-current problematic debt cases will be analyzed and scenario solutions will be discussed within the course.

WHAT YOUR COLLEAGUES ARE SAYING ABOUT THE COURSE...
  • “After the 2 day workshop on “Debt Recovery on NPL”, the following improvement are obvious, I set customer dateline for customers to pay, as the trainer impressed with the phrase “customer always want to pay “Now I have the passion for collection from my customers.”
    Head - Credit Division, Credit Guarantee Corporation
  • “The clear improvement is the boosting of my confidence in negotiation with the customers on default payment, knowing what to ask, how to approach the customers as many role plays of customer interaction facilitated by Dr. Steven Liew really helps me in the collection process. Really nice to hear from you again & following up on my collection position.”
    Asset Manager, Malaysian Debt Venture
  • “Before the credit seminar training, I am a very straight forward person in collection & sometimes customers cannot take it. After the training, I realize I should be cool & focus in the collection process. I am practicing them now & seeing a real change in my attitude towards the customers. Really thank you to Dr Steven Liew.”
    Head of Business Support Section, Johor Port Bhd
  • “The credit management & collection seminar reinforce my believe in building strong rapport with customer, help the customers & even take some risk if necessary to recover the money. The skills learnt from the practical training process in solving & recovery the debts are indeed rewarding & challenging.” Marketing Manager & Credit Head; Theen Seng Paper Manufacturer Sdn Bhd
  • “The credit seminar indeed is very beneficial as I am now cutting down bad cases, do more prevention during evaluation stage, and ask for advance payment. Before that, we will provide the professional services, bill them, & then chase for collection. Really, appreciate the skills & input from Dr Steven Liew. And also thank you for follow up with us after the credit & collection training session.”
    Lim Kai Siang & Co Chartered Accountant
  • “After the credit & collection seminar, now I have the pretty good picture of guiding my credit staffs in the monitoring & collection process. Today, my Account Receiver (AR) is in a pretty good shape.”
    Finance Manager, Omni Precision Sdn Bhd
  • “I realized my credit team is too nice with the customers. It gives me now the urgency to train the down line on the importance of customers & its credit exposure. Thank you Dr Liew for still remembering me. Do keep in touch please.”
    Herbert Poh, Manager, Proton Edar Sdn Bhd
DAY 1
9:00 Module 1: BURNING ISSUES IN DEBT RECOVERY
  • Management Bureaucracy
  • Collectors Are Not Well Recognized
  • Borrowers Has Multiple Loans Exposure To Other Banks
  • Unable To Locate Customers
  • Insufficient Funding For Repayment
10:45 Module 2: CUSTOMER RISK PROFILE
  • Assessing Your Risk Factors
  • What Are The Strategies To Negotiate Debt?
  • Why Borrowers Are Not Paying You?
12:00 Module 3: NEGOTIATION TECHNIQUES
  • Soft Negotiation
  • Hard Negotiation
  • Principles Negotiation
  • Successful Negotiation
  PROFILING YOUR DEBTORS
  • Handling Complaints & Difficult Customers
  • Focus on Large Customer
  • Visit your Debtor
1:00 Lunch

2:00

Module 4: IMPROVE TELEPHONE SKILLS

  • Improve Telephone Skills
  • Collection Skills Via Telephone
 

COLLECTION SKILLS VIA TELEPHONE

  • Persistency
  • Speak Your Customer Language
  • Profiling Customers
  • Flow Along With The Customers
3:45 Module 5: CREDIT EVALUATION & MONITORING
  • Importance of Credit Evaluation & Monitoring
  • Criteria For Approval Or Rejection
  • Setting the Credit Limit
  • Monitoring Customer Account
  • Group exercises
  QUALITIES OF AN EFFECTIVE COLLECTOR
  • Identify the qualities of an effective collector & rank them
  • Role play & reverse play on your attributes as effective Collector
5:00 End of Day 1
DAY 2
9:00 Module 6: CASE STUDIES & GROUP DISCUSSION
  • Case Study 1 (Negotiation Skill)
  • Case Study 2 (Credit Evaluation)
  • Case Study 3 (Handling Difficulty Debtor)
  • Case Study 4 ( Bank Branch Manager Task)
  RECOVERIES TECHNIQUES

10:45 Module 7: EXTERNAL OUTSOURCING TO COLLECTION AGENCIES
  • When & why Outsource debts to collection agency
  • Outsourcing Cost
  INTERNAL OUTSOURCING TO STAFF
  • Why should outsource to staff & when not to outsource to staff
12.00 Module 8: LEGAL PROCEDURE
  • What To Do Before Litigation
  • Contents Of Letter Of Demand
  • Factors To Consider Before Suing
  • Preparation For Suing
  • Preparation For Trial
  • Enforcement Of Judgments
1:00 Lunch

2:00 Module 9: BANKRUPTCY (AMENDMENT) BILL 2016
  • Voluntary Arrangement introduced as a new rescue mechanism
  • Stringent requirements for service of bankruptcy notice and creditor’s petition
  • Single order of bankruptcy introduced
  • Minimum debt threshold has been increased
  • Stronger protection for social guarantors
  • Leave of court required to commence bankruptcy proceedings against other guarantors
  • New list of bankrupts to be allowed discharge
  • Automatic discharge introduced
  • Establishment of the Insolvency Assistance Fund
3:45 Module 10: CASE STUDIES & GROUP DISCUSSION
  • Case Study 5: Head of Credit Controller Task
  • Case Study 6 (Dealing with NPL borrowers)
  • Case Study 7 (Detecting early warning sign)
  • Case Study 8 (Government Accounts)
5:00 End of Course

 

LEARN FROM THE BEST

Dr. Steven Liew is a fellow member of the Chartered Institute of Management Accountants, UK and is a Chartered Accountant by profession. He has an Asia Pacific Executive MBA (for senior executives) from the National University of Singapore and a PhD. in international finance with Rushmore University of USA.

 

Dr. Liew had worked in private sector companies, ranging from family-run businesses to professionally manage multi-national corporations in South Asia and the ASEAN region. He has accumulated more than 30 years working experience in senior financial & operational management positions spearheading the profitability and growth of companies. He has worked for the MBF Finance & its related group of companies over the 10 years period.

 

He is a registered Trainer with the Government Human Resources Development Berhad (Pembangunan Sumber Manusia Berhad). And he is a GST Tax Consultant and had successfully completed the Custom examination

 

Dr. Steven Liew had conducted various seminars for corporate clientele including Association of Credit Management Malaysia, Chartered Institute of Management Accountants, Malaysia Institute of Management, Malaysia Institute of Accountants, Institute of Bank Bank Malaysia, Nestle, IQPC Worldwide Pte Ltd, Singapore, Lexis Nexis, Proton Edar Malaysia , Brunei Investment Agency, Small Medium Industries Development Corporation, Asia Business Forum Pte Ltd, Hong Kong, Ministry of Development, Brunei, BICPA Asean Management, Brunei, Risda Group Of Companies, Sales & Marketing Training Forum, Sri Lanka, Giant Retail Sdn Bhd, Telekom Brunei & Ministry of Foreign Affairs, Malaysia, Sabah Electricity Sdn Bhd, Bank Islam Brunei Darussalam. Continental Tyres, Sime Darby Bhd ,Sony Malaysia Sdn Bhd, Perodua Sdn Bhd & Credit Guarantee Corporation (M) Bhd; Fujixerox, SYNERGY RMS PTE LTD, India; UDA Holdings, SPNB, Diners Club, Elk Desa Capital Bhd, Antah Schindler, UCSI & Ministry of Finance; Seccom Sdn Bhd; Bridgestone Chemical Products (M) sdn Bhd; Dialog Group Bhd; SEDCO, KK ; Hosiden Electronics (M) Sdn Bhd; STO Maldives; Indah Water Consortium Sdn Bhd; CPA Australia (M) Sdn Bhd & VMAC Business Group (M) Sdn Bhd, China.

 

He is currently providing management consultancy and training specialising in GST, Forecasting , Fast Closing Monthly, Leadership, Strategic Planning, Budgeting, Accounting, Finance, Cost Reduction, Credit Management & Loan Recovery.

 

VENUE DETAILS

Pullman Kuala Lumpur City Centre
Jalan Conlay, 50450 Kuala Lumpur

03 2170 8888

 

IPA TRAINING IS REGISTERED WITH

 

CONTACT US

Juliany, 
O - 03 2283 6109,
M - 019 3134436
juliany@ipa.com.my 

Michelle, 
O - 03 2283 6100, 
M - 019 363 7822
michelle@ipa.com.my 

For Customised In-House Training
Yvonne,
O - 03 2283 6101, 
M - 012 2011247,

F - 03 2283 6108
 
yvonne@ipa.com.my
 

ADDRESS 

A-28-5, 28th Floor, 
Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my