Through the collection training, as an excellent collection employee, I only need to complete my job with quality and quantity, achieve zero complaints and zero quality inspection, and make new progress every day. The following is a summary of my collection training experience for everyone. Welcome to read it. Summary of collection training experience 1

Telephone collection is a collection method for bank collection personnel in loans overdue to contact customers by telephone in time, understand their situation, grasp their trends and urge them to repay. Compared with short message collection, letter collection, door-to-door collection and judicial collection, it is the most timely, direct, lowest cost and most used collection method. According to the possibility of timely and full recovery of credit assets, credit assets can be divided into five categories: normal, concerned, secondary, suspicious and loss, and the latter three categories are collectively called non-performing credit assets. In theory, the use of telephone collection should start from the concerned category of credit assets and run through it, so as to avoid the loss of credit assets and effectively reduce the cost of collection.

this time, I was appointed by the leader of a loan center to take over the telephone collection task of the acceptance group. Contact customers by telephone, learn about customers' situation, grasp customers' trends, and urge customers in loans overdue to repay. I * * * contacted 495 customers, with an average of 3 telephone contact methods for each household, making a total of 1485 calls. What is the specific situation? Perhaps the numbers tell the story best. Among the 495 households, 143 households contacted the customers themselves or their immediate family members by telephone, clearly indicated that they knew about the situation in loans overdue, and promised to repay as soon as possible, accounting for only 29% of the total number of customers, 75 households with mobile phones and landline phones were shut down or turned off, accounting for 15% of the total number of customers, 116 households with mobile phones and landline phones were not answered, accounting for 24% of the total number of customers, and 161 households with incorrect phone numbers at the end, accounting for 32% of the total number of customers.

if only the collection calls that reach me or my immediate family members by telephone are valid calls, then the total number of invalid collection calls accounts for 71% of all calls, which is amazing. Among the three types of invalid collection calls, the proportion of empty or incorrect phone numbers is the highest, reaching 32%. Because most of the customer contact numbers left in the original loan information are mobile phone numbers, three contact numbers should account for at least two, and some even have only mobile phone numbers. After a long time, the possibility of customers changing their phone number or stopping due to arrears is greatly increased, and it is even more difficult for the original account manager to register the changed contact information of borrowers in time or without registration. There are also some obvious human errors worthy of attention: for example, the number of registered landline and PHS in Wuhan is only 7 digits, and the mobile phone number is only 1 digits. 1? Wuhan landline number at the beginning, etc. There are also many cases of shutdown and no answer. Compared with the telephone number that is empty or incorrect, there is still the possibility of contacting the borrower in the future, which should be the focus of the next telephone collection.

in order to solve the above problems, the author thinks that the accuracy of customer loan information, especially the telephone contact information of customers, should be strengthened first to ensure that telephone collection is targeted. When filling in relevant information, customers are required to leave at least one local or foreign fixed telephone, with the home telephone as the main one and the office telephone as the supplement. It is best for both husband and wife to keep one mobile phone number, so as to avoid the contact interruption caused by changing the mobile phone number or arrears of downtime. The account manager of the relevant bank should inform the personal loan center of the changed contact information of the borrower in time, and delete the contact information that really belongs to the empty number or the number does not match in time, so as to focus on the key points and reduce the workload of collection. Secondly, in the case of shutdown and no answer, it should be the focus of the next phone call collection, and continue to contact at different time periods and contact for many times. Considering that some borrowers may have the possibility that it is inconvenient to answer personal phone calls during working hours, the collection staff can use the rest time to contact customers by phone at night or on holidays to improve the success rate of telephone collection. Thirdly, it is hoped that the column of non-guaranteed contact person can be added when the customer fills in the relevant information about the loan, which can be divided into two categories: immediate family contact person and non-immediate family contact person, and there is no need to bear joint liability, and it is only used for emergency contact when the borrower cannot be contacted. In this way, it can provide convenience for our work, so as to further reduce the credit risk.

matters needing attention in telephone collection: when collecting by telephone, the collector should identify himself first, and then explain the reason and amount of collection after the loan is confirmed by the other party. If the borrower's contact information is found to be wrong during telephone collection, the changed contact information of the borrower should be registered immediately, and the repayment amount and date promised by the customer should be recorded during telephone collection, and the repayment record should be inquired after the promised repayment date. For customers who have not repaid, they should contact in time and ask the reasons. When calling for payment by telephone, the reasons and requirements of the lender are generally not answered, and only the importance and urgency of repayment and its great influence on personal reputation are emphasized. Use Putonghua to talk politely with customers during telephone collection, so as to be reasonable, beneficial and restrained, and always maintain good professionalism and personal demeanor regardless of customers' attitude.

Telephone collection is a basic work and an important link of post-loan management, which is related to the quality and benefit of credit. Telephone collection is the most timely, direct and lowest cost, which deserves our vigorous promotion and active application. There are many and complicated problems in the process of telephone collection of overdue loans, and this paper only involves a small part of them. How to maximize the role of telephone collection and make it better serve the post-loan management is the direction of our future thinking and efforts. Summary of collection training experience 2

As light as water flies, it has been almost a year since I worked as a collector in March of 2XX. During the year, under the careful care and guidance of leaders and colleagues, I have made great progress in all aspects through my unremitting efforts.

I remember when I interviewed, I didn't even know what collection was and what the foreign party did. Therefore, when I am employed by the company, how to know, understand and be familiar with the collection industry I am engaged in has become my top priority.

1. Theoretical study has given me a preliminary understanding of the collection industry.

Credit card collectors are subordinate to the credit control department and are mainly responsible for reminding and collecting overdue debts. Generally speaking, according to the different time of arrears, it is divided into several grades, and the salary is therefore different. Sensitive response, psychological endurance, ability to work under pressure, and some of them require strong English conversation skills. Usually, I call to remind and urge customers according to the list of customers who owe money displayed in the database.

second, insisting on ideological and political study has improved my ideological and theoretical literacy.

all along, I have always insisted on studying Deng Xiaoping's theory of building socialism with China characteristics and the party's various lines, principles and policies, and on learning from Comrade? Theory of Three Represents? The important thought, learn all kinds of financial laws and regulations, and actively participate in various political learning activities organized by the unit. Through continuous learning, my ideological and theoretical accomplishment has been further improved, and I have firmly established my outlook on life and values of serving the people wholeheartedly.

in terms of work and business, this year can be said to be a year of change. Personally, I have experienced some ideological storms: (1) The change of installment repayment rules at the end of March has caused the business difficulty to increase rapidly and the work intensity to increase greatly; (2) In July and August, some collectors in the front row were transferred to the post and supported in the middle row; (3) As well as the recent excellent recording, transfer to the seat score and other issues; (4) More importantly, I was promoted from an ordinary employee to a person with a job, and my work focus changed. During this period, I experienced a period of ideological struggle.

As an excellent collection employee, I only need to complete my job with quality and quantity, achieve zero complaints and zero quality inspection, and make new progress every day; When I am promoted to be a teaching cadre, while doing a good job of collection, I should have the responsibility of teaching, teach my skills, work experience and communication know-how to my colleagues without reservation, and become an influence in the team to drive them to grow together! Summary of collection training experience 3

With the formation of diversified competition pattern of the main body of the banking system and the improvement of the function of the capital market, the competition for high-quality customers has become the focus of competition in the same industry. At the same time, the increasingly diversified, comprehensive and personalized customer needs have created opportunities and challenges for the banking industry. In order to cope with the fierce competition, provide customers with higher-level and all-round services and improve their own benefits, we must establish a marketing team with quick response, high comprehensive quality and strong service awareness-the team of account managers. However, whether the members of the account manager team have strong business ability and service consciousness, and whether they really understand the responsibilities of the account manager, I think it needs further discussion. Here, I only talk about how to be a qualified account manager from what I have learned in my study:

First, the account manager must have the proper quality. The account manager is not only the representative of the relationship between the bank and the customer, but also the representative of the bank's external business. It is necessary not only to fully understand customers' needs and market products and businesses to them, but also to coordinate and organize relevant departments and institutions of the whole bank to provide customers with all-round financial services, which requires good professional ethics and comprehensive ability. Always set up the idea of customer first at work, take the customer's affairs as your own business, think about what the customer thinks and worry about what the customer is anxious about. Experience of bank marketing.

1. Have a high sense of responsibility, good professional ethics and strong professionalism. Have a strong sense of responsibility and dedication to work, while taking into account the interests of banks, meet customer services or requirements. Strictly keep the secrets of banks and customers.

2, should have a higher professional quality and policy level. Be familiar with and understand financial policies, legal knowledge and financial products, and constantly enhance professional quality through on-the-job training, rotation training and internal training to meet the needs of business development.

3. Be quick-witted and good at analyzing and finding problems. Have certain marketing skills and analytical and planning skills. Experience of bank marketing.

4. Enthusiastic and cheerful, with strong research and coordination skills. I am good at expressing my own views and opinions, maintaining a good working relationship with the management and business level of the bank, and have a strong team spirit.

5. Strong endurance and strong courage to overcome difficulties. Be able to go through a lot of hardships and go to thousands of households.

second, account managers should be good at grasping market information and meeting customers' needs in time. As an account manager, they should have a clear mind and a keen sense of smell, capture all kinds of economic information in time, constantly analyze, study, find problems in time, feed back information, and promote the healthy development of banking business. We should pay attention to the research and development of the market, understand the economic development trends of national industries, industries, product policies and local governments through the means of network and media, analyze the marketing environment of customers, investigate customers under the premise of grasping the objective environment, understand the rules of customer's capital operation, determine the marketing plan in time, and consolidate the financial strength of banks. Keep abreast of the business dealings between commercial banks and customers and their proportion in our bank; At the same time, adhere to customer-centeredness, make clear the current situation and development plan of customers, the quantity, quality, income, potential and demand of customers' business in our bank, lock in target customers and establish good cooperative relations.

Third, the account manager should do a good job in customer marketing and customer maintenance.

The account manager contacted the customer as the authorized representative of the bank? Ambassador? We should actively and frequently keep in touch with customers, find their needs, guide their needs, and provide them with timely satisfaction? One stop? Service. For existing customers, account managers should keep in constant contact with them, while for potential customers, they should actively develop them. The main purpose of development is to market products and strive to achieve it? Win-win? . According to the bank's operating principles, business plans and job requirements for account managers, through in-depth research on the market, I put forward my own marketing direction, work objectives and operation plans. First of all, in line with? Win-win situation for banks and enterprises? Principle, calculate the input-output accounts of the bank, and also calculate the accounts for customers, and design the most suitable financial product portfolio for customers; Secondly, subdivide customers, establish target markets and potential customers, and analyze and evaluate customers in all aspects. Always keep in touch with customers and mobilize customers' resources, use effective communication means and communication strategies to keep in touch with customers, and conduct fruitful visits and observations on customers. Third, in the interaction with customers, account managers should actively promote bank products. Be good at discovering customers' business needs, and actively suggest and recommend applicable products to customers. Report to the relevant departments in time if there is demand, and actively explore the possibility of developing special products for them. Fourth, strengthen risk management and effectively monitor and control customer risks. Pay close attention to the changes in all aspects of customer production, operation and management and the flow of large amounts of funds. No matter what problems arise, they should be considered in connection with asset safety and take timely measures. Establish and improve customer files and monitoring ledgers in accordance with regulations, collect and analyze data in time, and monitor customer credit status in real time; And do a good job in post-loan inspection and daily inspection, and timely collect loan interest and principal; Actively participate in enterprise management when necessary, assist enterprises to do a good job in production, operation and financial management, and minimize capital losses.

fourth, account managers should constantly pay attention to financial innovation, increase quality services, and strive to achieve? Win-win? Thinking determines action, and action determines the result. Account managers must have a strong sense of innovation, mainly reflected in the development of customer markets and the development of financial product marketing. Quality service is embodied in brand-new customer service concept, all-round customer service content and modern service means. In order to enrich the simple and boring service work and truly embody the concept of customer first. Account managers should keep in mind in the process of contacting customers? Customer demand is the job of the account manager? This development idea, be brave in innovation, creatively carry out the work, inject brotherhood and friendship into the work with sincere heart, think for customers, know their worries, eliminate their worries, meet their needs and show affection for their hearts. To tolerate customers with affection, to understand customers with heart, to touch customers with love, and to develop customers with quality service. According to different customers, we will adopt different working methods and strive to provide customers with the best financial services. When customers receive flowers from us on their birthdays, they will be moved by the surprise; If customers receive interesting messages from us when they are upset, they will definitely put the unhappiness behind them for the time being and hold a little gratitude; And when the customer is unfortunately lying in the hospital bed, he is moved by the figure of running upstairs and downstairs after seeing us busy? Although everything is normal and simple, it will certainly win the support and understanding of customers and promote their feelings.