In this module, learners are introduced to the fundamentals of collections and recovery in the financial services sector. At BBSMIT, students understand the lifecycle of loan delinquency, how defaults are classified, and the different strategies applied across various stages of collection. The module also explores the responsibilities of recovery officers and their role in ensuring healthy asset quality and customer engagement.
Students learn to differentiate between soft collections (early reminders), hard collections (repeated follow-ups), and legal recovery (court-driven actions). The section highlights when and how each approach is applied.
Learners understand Days Past Due (DPD) buckets and how overdue accounts are categorized. The module also provides an overview of Non-Performing Asset (NPA) classification and its impact on financial institutions.
This topic outlines the key duties of a recovery officer, including communication with defaulters, field recovery, coordination with legal teams, and adherence to compliance and ethical recovery practices.
The module assists a learner to acquire practical skills in analyzing customer behavior and default patterns. Students at BBSMIT have been prepared to execute a specific approach depending on the profile of the borrower, the level of riskiness, and repayment credentials, which makes the whole program efficient and empathetic at the same time.
Students look at methods of reaching out to the early default accounts through reminders and flexibility, and considering hard recovery options of chronic offenders or habitual, or long-term non-payers.
Students are also trained to change the tone of communication, respectively, from empathetic to assertive, depending on the will of the borrower, the ability to pay, and the circumstances.
This part is concerned with the determination and ranking of accounts that have a large outstanding balance. Students have learned how to use time and energy in the best possible way to recover with the minimum increase.
In this module, the learners are equipped with verbal and basic interpersonal skills that are a must in the recovery process. The BBSMIT focuses on practical and effective methods of communication (and in the same way, non-compliant and disrespectful), which were used during a phone conversation or a field visit.
Students are taught the best practices to adopt when communication is made using the phone professionally and persuasively. These are tone of voice, scripting, listening, documentation, and regulatory dos and don'ts.
This part serves to equip learners with face-to-face recovery visits. It draws emphasis on safety, observation, respectful interaction, and the end of closing of a recovery conversation with clear outcomes.
Students learn how to resolve disputes, handle borrower objections, and defuse uncomfortable situations. These methods involve empathetic listening, provision of options, and when to bring in senior or legal departments.
This module gets the students exposed to the environment in the law that dictates loan recovery in India. At BBSMIT, the students develop basic knowledge about RBI rules, instruments of the institutions such as Lok Adalat, and the behavioural standards of recovery agents. This module makes sure that learners can do recovery work in an ethical and legal way.
Students learn about RBI's prescribed code for fair and respectful customer dealings during recovery efforts. Emphasis is placed on borrower rights and regulated communication practices.
Learners explore non-judicial recovery options such as Lok Adalat and arbitration, and are introduced to SARFAESI provisions for secured loan recovery, repossession, and asset auctioning.
This topic outlines the ethical and legal responsibilities of recovery agents. Students understand behavioral protocols, documentation norms, and escalation procedures.
This module equips learners with practical strategies to pursue overdue payments effectively. Students at BBSMIT develop skills to track promises-to-pay, locate unreachable borrowers, and optimize call scheduling for better recovery outcomes.
Students learn how to design call schedules that align with customer availability and repayment cycles. Scripting methods for soft, firm, and warning calls are also introduced.
Learners are trained in techniques for tracing unreachable or absconding customers using available digital databases, reference contacts, and address verification.
This section teaches students how to document customer commitments, monitor follow-through, and initiate timely reminders or escalations when needed.
In this module, learners are introduced to the digital tools and backend systems that support efficient collections operations. At BBSMIT, students explore practical platforms for case tracking, reporting, and communication within collection teams.
Students gain hands-on exposure to collection-specific CRM systems that store customer details, call logs, and recovery status updates.
Learners understand how to regularly update recovery actions, outcomes, and payment receipts in centralized systems to ensure transparency and continuity.
This section covers the use of Excel and MIS tools for tracking follow-ups, aging reports, and recovery efficiency metrics across portfolios.
In this module, learners understand how to set and monitor recovery goals in a structured and measurable way. At BBSMIT, students are taught to track performance data and apply metrics that help optimize recovery outcomes and agent productivity.
Students learn to plan individual and team targets based on portfolio size, DPD levels, and account criticality, ensuring a balanced and practical workload.
This section introduces templates and tools to track actual recoveries against assigned targets, enabling self-assessment and supervisor review.
Learners are trained to calculate collection efficiency using standard industry formulas. This helps evaluate individual and team performance with clarity and objectivity.
This module introduces learners to the final stages of the recovery lifecycle. BBSMIT ensures that students understand how to handle settlements and formal closures in a way that ensures regulatory compliance and customer clarity.
Students explore guidelines for offering part-payment and one-time settlement options, and how to communicate these professionally to borrowers.
Learners are guided through the steps of issuing No Objection Certificates (NOCs) and account closure letters after full or settled payments.
This topic focuses on updating internal and external systems (like credit bureaus) to reflect closed or settled accounts, minimizing future disputes.
This optional module trains students to coordinate field-level recovery activities efficiently and ethically. At BBSMIT, learners gain practical knowledge in managing field visit requests, agent reporting, and documentation protocols.
Students learn how and when to initiate a field visit request based on recovery history, risk profile, and prior contact attempts.
This section trains learners to maintain structured communication with field recovery agents, ensuring accountability and follow-up.
Learners are introduced to standardized checklists for post-visit reporting, including borrower responses, recovery status, and any disputes or escalations noted.
This important module makes the students learn that recovery activities should be conducted in an empathetic, ethical, and rights-respecting way. At BBSMIT, they concentrate on making a balance between performance and dignity so that recovery can be effective and human.
During the process of collection, strict anti-harassment guidelines are made known to students. It focuses on the effective communication that is legal, respectful, and non-coercive.
The learners learn to detect the real face of financial crisis and adapt situations in various recovery strategies and provide assistance where necessary.
This part of the guide is a reminder to keep the information of borrowers secure and act professionally both in the real world and during digital or phone communications.
Want to advance your career another notch? Nab an enrolment slot in the BBSMIT Certified Recovery & Collections Officer program now and acquire the knowledge and expertise required to be a top performer as well as qualify in a fast-emerging industry, collections and recovery. This course is suitable for anyone who has just graduated, is looking to become a banker, or is already in employment but is interested in gaining exposure on the job. The course provides practical training, professional career advice, and a certified and professional qualification in the field. There are limited seats. Apply on our main page in order to have a place in the tournament- www.bbsmituni.com.
Types of collections: soft, hard, legal DPD buckets and NPA classification Role of recovery officer
Early-stage vs. chronic defaulters Soft vs. firm tone strategies Prioritizing high-ticket accounts
Tele-calling etiquette Field visit communication points Handling disputes & resistance
RBI fair practice code Lok Adalat, arbitration, SARFAESI basics Recovery agent code of conduct
Call scheduling & scripting Skip tracing methods Promise-to-pay tracking
Collection CRM basics Payment status updating process Excel tracker / MIS formats
Daily/weekly goal setting Recovery performance sheet Collection efficiency formula
Part payment / settlement norms NOC, closure letter process Account status update
Visit request protocol Field agent reporting Visit report checklist
No harassment policy Sensitive approach for financial hardship cases Data privacy and professionalism
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