COLLECTING THRU THE CYCLE: THE 'KISS KIT' ( 0 )

Due to rapid devereraging in credit markets, Linkedin is currently featuring several articles regarding debt collection and consolidation servicing.

Having worked in Collections, I am a rabid fan of 'Universal' agents. These are agents with the ability and, TRAINING, to manage and prosper through the business cycle. Universal agents, as such, acquire the universal, 360 perspective and nous to generate revenue and increase efficiencies, thereby expanding the business as a whole. They understand their product/business line is only part of a wider whole to which they actively subscribe and contribute. Hence, Universal agents achieve the wider mission of the company with hearts and heads: they are brand ambassadors and solution wizards.

HOW??

Whether personal, margin, insurance or auto lending and collection, Universal agents are highly skilled inbound-outbound, lateral-thinking men and women who can deliver exceptional service from front to back in their business, while fishing and locating best prospects for future growth. They can cross-sell product lines, eg income insurance, personal debt consolidation, appropriate lending facilities while encouraging responsible consumer and lending behaviour. Effectively, they self-manage..


THE 'KISS KIT'

KISS: Keep Insuring Stellar Service. Universal agents manage all levels of the credit cycle through to write-offs. They aim to please, even in context of delinquency. That heavily indebted "burden" walks away with a smile on his/her face at the level of consideration and quantum of service they have received. They may even be "Wowe'd"! Customer delight is a full time gig :)...

KIT: Keep in Touch. Universal agents use social media, follow-up to listen to the customer, and respond with agility. They internalise the Voice of the Customer.  That lumbering 90+ defaulter restructures to deliver profitable growth.. For the Customer, Universal agents are die-hard fans.


INNOVATION/COLLABORATION

By the same token, Universal customer service-collection agents partner with all ends of the business. They can draw - indeed, eagerly draw - on legal and risk expertise to reduce inefficiencies, streamline operations/targets while generating leads.


FINALLY..

They are passionate about the Company's culture, and dedicated to its Mission Statement.


And, naturally, THEY ASPIRE TO WIN :)!!