JUMOQ Mandatory · Lending & Customer Protection

Ethical Collections, Recovery and Repossession

Collect dues respectfully, resolve disputes, control agents and follow lawful repossession procedures.

MAND-RECOVERY-B01Intermediate

Course director: Venkata Subramani Ramachandra

2 hr 18 minFull study estimate

Full study estimate: 2 hr 18 min

Self-paced estimates for one pass through the course. Practical work includes activities, assignments and resource study. Your pace may vary; breaks and repeat attempts are extra. All course and certificate requirements still apply.

Inside this course

Select a topic to see its lessons, videos, practice activities and resources.

Prepare a respectful and accurate collection contact

LessonPrepare a respectful and accurate collection contact
VideoVideo — Prepare a respectful and accurate collection contact
QuizTopic 1 knowledge check
Decision MissionDecision Mission — Wrong payment demand

Respond to hardship and disputes without coercion

LessonRespond to hardship and disputes without coercion
VideoVideo — Respond to hardship and disputes without coercion
QuizTopic 2 knowledge check
Case QuestCase Quest — Threatening agency contact

Control payments, records and agency conduct

LessonControl payments, records and agency conduct
VideoVideo — Control payments, records and agency conduct
QuizTopic 3 knowledge check
Impact SimulatorImpact Simulator — Collection correction workload

Follow lawful repossession and sale procedures

LessonFollow lawful repossession and sale procedures
VideoVideo — Follow lawful repossession and sale procedures
QuizTopic 4 knowledge check
Practice LabPractice Lab — Review and refer three workplace cases

Handle complaints and improve recovery practice

LessonHandle complaints and improve recovery practice
VideoVideo — Handle complaints and improve recovery practice
QuizTopic 5 knowledge check
Roleplay StudioRoleplay Studio — Explain the appropriate next step
Downloadable resourceFictional workplace cases and practice workbook
Downloadable resourceDesk checklist for everyday decisions
Downloadable resourcePolicy contacts and refresher guide
AssignmentWorkplace assignment — Apply the process and prepare a handover

Final Assessment

QuizFinal assessment

Certificate

CertificateCertificate of completionUnlocks after every quiz is completed at its required pass mark and all course requirements are complete.

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