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- Collectors are to understand the nature & background of every debt assignment prior to commencement of collection action.
- Collectors are to understand the debtor's financial background, resources and position (through our database, investigation, enquiries and client's given information) prior to commencement of collection action so as to plan an appropriate repayment proposal.
- Collectors are to collect the debts amicably, reasonably and legally.
- Collectors are to remain patient, calm, observant and well tempered throughout the collection action process.
- Collectors are to computerise and record on all actions taken and plan the next course of action
- Collectors are to be prepared to serve as a negotiator, mediator, arbitrator & problem solver between the claimant and the debtor and to understand possible misunderstandings or disputes between claimant and the debtor.
- Collectors shall refer their cases which require management perusal to their supervisor
- Collectors are, wherever possible, to maintain, consolidate and rebuild the relationship between the claimant and the debtor.
- Collectors are to respect the debtor's integrity at all times.
- Collectors are to instantly refer all unexpected, complex and difficult matters / situations to their supervisors / managers for seeking advice or further planning of next course of action.
- Collectors are to seek the client's approval prior to acceptance of any repayment schedule proposed by the debtor.
- Collectors are to maintain strict security & confidence of all information acquired and understand the information given or acquired is solely for the purpose of debt collection. All information is to be handled according to the Personal Data (Privacy) Ordinance, and Data Protection Act of the European Union.
- Collectors are to immediately report every cash or cheque payment received from a debtor.
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