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Glass Buildings

Delinquency Control

While every credit union’s membership varies, the people who live and work in your community who rely on your products and services are all the same. 

 

It's the same person who qualified for loans, products, and services before life changes presented a delinquency issue. This is the same person in need of the extra attention and exceptional service only a properly trained Collections team can provide. Although unexpected adversity is never welcomed, these are the circumstances that provide an opportunity for your team to shine.

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Our custom-designed program operates from the premise of ‘there is far more to delinquency control than phone calls and letters.  This process encompasses a complete analysis and revision, as needed; of all applicable policies and procedures. 

 

This begins with establishing appropriate production standards, as well as re-training personnel in all areas of delinquency control from the collection support team up to and including senior management. Our process focuses on personal accountability and growth by introducing our BCUS 3M process, of Mentoring, Motivating & Monitoring.

Classroom Instruction

Provided during business hours without sacrificing ongoing collections efforts, every team member will receive weekly classroom instruction.  Training begins with the fundamentals of a collection call and advances to include all aspects of delinquency control.  Learning objectives include laws and regulations as well as practical knowledge in the areas of bankruptcy, litigation, and repossession. 

Structural Redesign

Based on the onsite review and assessment, our design outlines opportunities for improvement with a strategy for success.  The program examines every facet and function of the departmental duties and workload assignment, regardless of how small. This enables us to revise current procedures as well as reassign or eliminate redundancies as needed.  These changes enable the department to dramatically increase production which improves overall results.

Board Meeting
High Fives

Defined Goals and Expectations

It’s crucial for each team member to develop a deeper understanding of their role in achieving the overall departmental goals. This instills a sense of pride and passion for what they do and how it contributes to the overall financial health and growth of the credit union. 

T.E.A.M. Building

Together Everyone Achieves More is one of the fundamental basics lacking in many departments.  Establishing this mindset is the cornerstone of any great team.  This begins with individualized instruction at all levels including team members, managers, and senior management.

Our people-focused process is designed to revitalize your collections personnel to function much more effectively. This enrichment provides lasting results in your delinquency portfolio to mitigate charge-off.  Our process identifies and provides new methodologies to optimize performance in the areas of: 

  • Collector Productivity

  • Collector Effectiveness

  • Goals, Tracking and Results Measurement

  • Workflow & Time Management

  • Manager Skills Assessment

  • Staffing Utilization

  • Workload Prioritization

  • Regulatory Knowledge

  • Policies & Procedures

Benefits to your Credit Union

  • Increased call production

  • Improved telephone technique by implementing the BCUS call recipe

  • Implement the BCUS daily tracking process to monitor 60+ delinquency

  • Provide regulatory knowledge and training to protect your credit union

  • Enhanced bankruptcy, litigation & repossession management

  • Audit & re-organize repossession function from assignment to liquidation

  • Streamlined duties and responsibilities

  • Increased employee retention, job satisfaction, confidence, ownership, pride, and accountability

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