Certified Debt Recovery Agent

Basics of Banking

• Principles of Banking
• Structure of Banking
• Function of Banking
• Deposits Opening and Operations
• Deposits and Types

Customer Relationship

• Customer and relationships types
• Secrecy and Disclosure
• Precautions while disclosing
• Opinions reports

AML and KYC

• Basics of KYC
• KYC Norms
• Key elements of know your customer
• Money laundering
• Role of Banks

E-Banking

• Basics of E-banking
• E-banking products

Compliance and Legal

• Consumer Rights and Importance
• Legal aspect of agent’s contract
• Features and elements of debt recovery
• Legal and regulatory framework for debt recovery

Banking Products

• Loans
• Credit Cards
• Debit Cards
• Other Banking Products

Other Credit Products

• Electricity Bill
• Mobile Bills
• Other Credit Products

Functions of DRA

• Dues Collection
• Remittance of collected funds
• Book Keeping
• Documenting & Reporting
• Re-possession of security
• Legal action
• Tracing debtors
• Compilation of opinion reports

Debt Recovery Procedure

• General guidelines
• Debt recovery policy
• Debt recovery processes
• Debt recovery procedure
• Skills And Strategies Of Debt Recovery
• Skills Needed
• Communication skills
• Listening skills
• Inter-personal skills
• Persuasive skills
• Negotiation skills
• Dealing with difficult debtors
• Strategy for recovery

Rights And Duties On DRA

• Introduction
• Right to remuneration
• Right to retainer
• Right to compensation
• Right to indemnity
• Duty to follow instructions
• Duty to follow trade customs
• Duty to exercise care and skill
• Duty to communicate
• Duty to render accounts
• Duty to remit money
• Duty not to delegate
• Duty of confidentiality
• Asset Classification
• Basics
• Standard Assets
• Sub-standard Assets
• Doubtful Assets
• Loss Assets

Notices and Forms

• Acknowledgement Letter
• Assignment form Impound order
• Authorization to take possession
• Bid Form
• Condition Reports
• Personal Property Inventory
• Personal Property Notification Letter
• Personal Property release form
• Skiptracing work Sheet
• Transport Release
• Vehicle Release Debt

International Debt Recovery Practices

• Introduction
• Practices in the USA
• Practices in the UK
• Debt Collectors – don’ts
• Debt Collectors – do’s

Code of Ethics

• Organizational Guidelines
• RBI Guidelines

Basic Arithmetic

• Multiplication
• Division
• Fraction
• Percentages

Communication Skills

• Importance of Communication
• Basics of Communication
• Communication types
• Communication Barriers
• Verbal Communication
• Non-Verbal Communication
• Communication Skills Development
• Business Letter

Etiquette, manners and grooming

• Etiquette
• Grooming
• Manners

Planning and organizing techniques

• Planning Techniques
• Organizing Techniques
• Time Management

Stress Management

• Stress Management
• Causes of Stress
• Signs of stress
• Techniques of Stress Management

Team Work

• Formation of a Team

Computers Basics

• Introduction - What is Computer?
• Characteristics of computer
• Commonly Used Computer Terms
• Units of a computer system
• Representation of information
• Basic Operations of a Computer – Input, Process and Output
• Input Devices
• Output Devices
• Storage Devices
• Types of Software
• Disk Organization Terms

Windows XP

• Operating System
• User Interface
• Windows XP Professional
• Using the Mouse
• The Desktop
• The Task Bar
• The Start Menu
• Windows Explorer
• The Control Panel

MS-Word

• File Management
• Moving in a document
• Selecting Text
• Printing of documents
• Previewing a document
• The Formatting Toolbar Icons
• Editing Text
• Headers and Footers
• Font Formatting
• Bullets and Numbering
• Document Enhancement
• Drop Capital
• Change Case
• Multiple Columns
• Mail Merge
• Tables

MS-Excel

• MS-EXCEL Window Elements
• File Management
• Page Setup
• Preset Headers and Footers
• Printing document
• Selecting cells and data ranges
• Editing data
• Functions in Excel

MS-Power Point

• Loading of PowerPoint
• Starting with a presentation
• File Management
• Different Views
• Editing the document
• Modifying the document
• Working of a Slide Show

Internet

• Networking Concepts
• Network types
• Internet
• Windows Networking terms
• Sharing Local Printer
• Connecting to a Network Printer
• Email
• Sending an E-mail Message from Outlook
• Sending email from Google’s Gmail
• Download from Internet