In the collections industry, the role of well-trained professionals is crucial to securing payment, maintaining positive client interactions, and protecting an organisation’s reputation.
Effective Collections: Engaging Customers for Results is a professional development course for professionals who need to recover debts while preserving strong customer relationships.
In this online debt collection course, you will build practical communication skills to handle real customer interactions, explore customer behaviour, active listening, paraphrasing, and questioning. You will also learn how to structure effective conversations, while staying calm under pressure and documenting and following up accurately.
You will also discover how to negotiate and resolve conflict, identify customer needs, and manage objections and complaints, to secure fair, sustainable agreements. You will also learn about collections systems and KPIs, compliance and recordkeeping.
On completion of this course, you will feel confident to deliver ethical, effective, and compliant recovery while maintaining strong customer relationships.
Course Structure
Effective Collections: Engaging Customers for Results
Unit 1: Foundations of Collections
- The purpose of collections
- Stages of the collections process
- Legal, regulatory, and ethical considerations
- Firmness: maintaining accountability and consistency
- Fairness: recognising individual circumstances
- Professional standards and reputation
Unit 2: Customer Engagement in Collections
- Understanding customer behaviour
- Active listening – the foundation of trust
- Paraphrasing – checking understanding and building rapport
- Questioning – discovering facts and guiding the conversation
- Effective customer conversations
- Maintaining professionalism under pressure
- Documenting and following up customer interactions
Unit 3: Negotiation, Conflict Resolution, and Difficult Conversations
- Frameworks for constructive negotiation
- Identifying customer needs
- Managing objections, complaints, and emotional triggers
- Techniques for staying calm and in control
- Converting challenges into opportunities
Unit 4: Technology, Data, and Continuous Improvement
- Collections technology and CRM systems
- Using data to monitor trends, KPIs, and outcomes
- Compliance and recordkeeping
- Applying performance feedback for improvement
- Creating a personal development and action plan
Study Hours
Estimated duration 15 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Approval and Recognition
Australian Online Courses Pty Ltd is an approved and recognised member of IARC. The IARC is an International association that recognises quality and excellence in tertiary education providers.
Testimonials
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrolment Form – Employment Services and Rehabilitation Providers
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Professional development for:
- Debt Collection Officer
- Credit Controller
- Debt Recovery Specialist
- Accounts Receivable Officer
- Hardship Officer
