now receive formal training or qualification in collections. Corporate thinking has been: we are a successful and smart
credit provider. Person A has proved to be a good customer services operations manager, so clearly he or she can quickly absorb
enough technical theory and practice to become a good collections manager. There is no need for formal subject-matter training.
A handover or deputising period will achieve this, and our MI will keep him or her on track.
indirectly, collections managers affect and control 3-6% of our return on consumer assets! Putting someone
in charge of any sized collections unit without some formal specialist collections and risk training (the ‘basic
driver’s licence’) is therefore a huge risk. Moving upwards in size or complexity, would you aska family
car driver to safely handle a 38-tonne HGV, or a private pilot who flys Cessnas with a $35m Airbus and 300 passengers. Your
shareholders would expect and insist on a qualification beyond ‘basic driver’s licence’ or ‘private
CC’s response - training and accreditation ratings:
Advanced Manager rating – for larger units, complex environments (such as customer-level collections) and where advanced
tools are to be used (including inter alia automated agent management, champion challenger with segment forecasting,
customer relationship and profitability management) and where very low costs of collection are required (‘lean’
Ø CC’s Collections Manager rating –
covering all levels up to and including units with predictive diallers, risk-based segmentation and basic champion-challenger