Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Debt Collections SPAIN

This is a private presentation.
by

Iván Henares

on 9 January 2014

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Debt Collections SPAIN

Debt Collections SPAIN
Early Collections TEAM
+2 DPP to +30 DPD
Late Collections TEAM
+31 DPP to +90 DPD
DC Manager
Special Comunnications
Customer's
Claim
Waiting info
+3 CC
SMS & Email apply for documentation
If the customer says that the loan is a fraud, it's paid, it's wrong... we apply for documentation about this fact.

In this case, if we don't receive this documentation, we send an email and SMS 3 days after this status (claim) to request it.
Backup
1st Call
+2/+4 DPD
Negative
Contact
Possitive
Contact
Classification
Calls
Loan Closed
Payment Credit Card
Indirect Contact
(leave a message to relatives, voicemail identified...)
2nd Call
+5/+11DPD
Direct Contact
(Customer can't attend us at this moment, the customer check the loan, etc)
Promise of Payment
(PPD)
Payment OK
Loan Closed
Payment KO
Calls Workflow
Scheduled Task
Phone switched off or don't working on
Phone is wrong
No answer
Search in Media
Possitive Search
Negative Search
Unlocated
Classification
Calls
1st Call: +2 DPD = DeCo
When a debt collector finish his call, he will classify each one.
It's possible two kinds of call:
Possitive Contact.
Negative Contact.
Possitive Contact:
The phone is OK.
There are 4 kinds of classifications.
When we call to the customer, offer the possibility to paid the debt by credit card.
When we call to the customer and leave a message to relatives, voicemail identified...)
When we talk with the customer but he/she can't attend us at this moment.
When we talk with the customer and gives us a promise to pay.
2 days before of the PPD we send and SMS and Email reminder
If the customer don't paid, we send a Letter, SMS & an Email of Broken Promise
If the phone is wrong, we need found in media other possibilities.
If the search is possitive, we call to the new phones.
Structure and responsibilities
Monthly review meeting to discuss the achievements of their staff and set new objectives.
Training – training new accounts staff but also training call centre staff to understand payment methods.
Attending forums and conferences about card schemes, debt management, reconciliation, fraud, payment card Industry standards, security, credit and others.
Quality programme.
Budget management (staff costs, incentives, stationery, card charges, other bank charges, travel and more).
Negotiating contracts with suppliers like our external debt collection agencies and our card service providers.
Bank and supplier review meetings.
Project management – working with IT to develop, test, implement and monitor system enhancements.
Disaster recovery strategy.
Call monitoring for feedback and training.
Risk register.
Cross department meetings.
Incentives Plan.
System sanction management.
DC Manager
Debt Collectors responsible for debt management from +2 DPD to +30 DPD.
Information regarding repayment, propose to extend loan,information concerning consequences of not repaying and request of repayment promise.
Quick bad debt management. An early action is a guarantee of success.
Debt collectors classify the calls that they make to organize and prioritize later.
Pass the incidents and administrative tasks to the backup department.



Staff at the end 2013: 4 people
Early Collections TEAM
Debt Collectors responsible for debt management from +31 DPD to +90 DPD.
Information regarding repayment, propose to extend loan,information concerning consequences of not repaying and request of repayment promise.
Increasing requirement of debt.
Debt collectors classify the calls that they make to organize and prioritize later.
Pass the incidents and administrative tasks to the backup department.
Pre External Debt Collections.



Staff at the end 2013: 2 people
Late Collections TEAM
Administratives tasks.
Search of new phone numbers.
Export reports.
Administrative task about cases of fraud and cooperation with police.









Staff at the end 2013: 1 person
Backup
Email +2 DPD. At the same time being loaded in DeCo unpaid customer this email will be generated if and when the client is not in a situation which does not proceed this shipment (incidence, it has paid for other means, not applicable payment, requests, documentation, etc.). A letter is also sent to the 4 DPD in the event that there has been no contact by phone with the customer.
Email +11. 11 days after its entry into DeCo is generated. It is sent to all of the records that we have not had a positive contact (that are not in a situation of promise of payment).
Email +21. 21 days after its entry into DeCo is generated. It is sent to all of the records that we have not had a positive contact (that are not in a situation of promise of payment).
Letter +31. Second letter warning of the debt and increase the level of demand. It is sent to all those records that have already had a telephone management and are in any situation other than the commitment to payment, with any incidence, request documentation. We send DPD + 31.
Letter +60. It is the last letter we sent to you from the company. It increases the degree of demand and we establish the last opportunity to pay before passing it to external agency collections and include in bad debt files + 45 DPD.
Email waiting info. It is a letter in which we claim documentation which the customer has told us that we was going to send and that it influences the payment of the loan.
Email promise of payment. Email we send two days before of the promise of payment day.
Email broken promise. Email that is sent to the client when a day has passed since the date that told us that he was going to pay and we have not received payment.
Types of Comunnications
PRE-PAYMENT DAY
Timeline Comunnications
Email Reminder & Offer Extension
SMS Reminder
-3 DPD
-1 DPD
Payment
Day
+2 DPD
+4 DPD
1st SMS & Email
Debt Claim
1st Letter
+11
DPD
2nd Letter, SMS
& Email
Debt Claim
+21
DPD
3rd Letter, SMS
& Email
Debt Claim
+31
DPD
+45
DPD
4th Letter, SMS
& Email
Debt Claim
5th Letter, SMS
& Email
Debt Claim
EARLY COLLECTIONS TEAM
LATE COLLECTIONS TEAM
+60
DPD
EXTERNAL PROCESS
Letter
Credit Boureau companies
Awaiting a response from the lawyers.
Legal Process
Others
SMS & email Reminder
PPD
-2 PPD
PromisePayment
Day
PromisePayment
OK
PromisePayment
KO
Broken Promise
+1 PPD
Letter, SMS & Email Broken Promise
If the customer makes a promise of payment day (PPD), we send one or two communications, depends if the payment is doing or not:

To all: Reminder the promise of payment day (PPD), two days before of the PPD we send a SMS and an email to reminder the payment.

If the customer don't pay the PPD, we send a letter, a SMS and an email for claim the debt.
+90
DPD
Include personal data
Credit Boureau companies
Debt Collection Agencies
+180
DPD
Legal Process
Full transcript