How to collect credit cards?

Dear:

True record: You usually don’t see them in the office, but they do work in the company office. Sometimes you need to run outside. But most of the time I am on the phone in the office.

To be honest, not ordinary people can endure this job, but those who can endure it have very mature thoughts and calm minds. When facing customers, you must patiently understand the customer's situation, so the knowledge you must learn will be very comprehensive. Including credit card application, interest calculation method, dangers of overdue payment, and repayment methods.

The task is simple, just get the money back. The process is very challenging and requires you to exert yourself in all aspects. It not only requires professional answers, but also a grasp of human psychology. Some people have money but should not be able to pay it back. At this time, you must also find a way. You don’t have to be a tough guy to do this job well, but you need to be a person with a strong heart, especially in some door-to-door collection cases, or Some cases of fraud. It can train your strong heart. (The red grease and intimidation on TV are exaggerated, but they exist)

In short, I saw that many of my colleagues who collect debt are married, relatively mature, and have performed well. Tough. The average salary is around 8,000 (just a reference from my previous place). So, it can actually be done, but it’s more laborious.

What about credit card collection?

Very good. This job is okay and relatively formal. Just make phone calls every day to collect debts. However, there are times when you get upset because people who owe money are averse to debt collection calls. ____ is responsible for bank credit card asset risk management, through phone calls, letters, and judicial procedures. We urge overdue customers to repay their loans, help them restore their credit, and preserve bank assets to the maximum extent possible.

1. Credit card collection is divided into two types: internal collection by the bank and outsourcing collection. Internal collection usually refers to customers who are overdue within three months. They are usually reminded by the bank’s customer service (M0 period) or contacted by the electronic collection department. (During M1 and 2) or the offices of various business outlets will come to you (During M3) to collect overdue amounts!

1. Outsourcing collection mainly means that the credit card center entrusts some customers who are difficult to handle, have problems, have lost contact or have small amounts to a company specializing in the collection industry after internal collection fails. law firm) for collection.

2. The M1 period is the continuation of the M0 period, that is, between the second bill date of unpaid debt and the last payment date of the second bill, the credit record will be uploaded to the People's Bank of China Credit Report system, most likely affecting issues such as home loans or credit loans.

A late payment fee will also be charged. If it is before the second payment date, only one late payment fee will be charged. Otherwise, it will be charged twice, and the interest will be compound interest on the current arrears. During this period, banks will generally issue reminder collections for customers with large amounts, that is, the collection staff of the collection department of the credit card center will call to remind them of repayment. Some banks do not collect debts during this period in order to earn more late fees and interest.

3. The M2 period is a continuation of M1, that is, between the third bill date of non-repayment and the last payment date of the third bill, the credit record has a greater impact. In the banking industry There will be stains on your credit record, which will have a great impact on future loans and finding a job in a larger company.

4. A late payment fee will be charged. If it is before the third payment date, a second late payment fee will be charged. Otherwise, for the third time, the interest will be compounded on the current arrears. During this period, banks generally use legal reminders for repayment. Relevant collectors will call to inform them of the impact on credit records and the consequences of non-repayment. During this period, banks will contact the debtor's relatives and friends to help remind the debtor. Repayment. Some banks are tough on debt collection, and may even have collectors disguise themselves as lawyers to put pressure on debtors. However, some banks are light on debt collection and only carry out reminder collection during this period.

The significance of credit card collection

From the nature of the business, malicious credit card overdrafts and non-performing loans generated by corporate credit business and personal consumer credit business all fall within the scope of commercial bank risk asset management. Compared with the collection of non-performing loans generated by corporate and personal consumer loans, credit card non-performing overdraft collection business has a small amount, a large number of accounts, and dispersed cardholders. Therefore, it is suitable to use telephone collection methods. Collection personnel often have to go through multiple rounds of mobile phone calls and work units. It is quite difficult to successfully collect reminders by phone and home phone number.

Understand the credit card non-performing overdraft telephone collection business from the perspective of overall marketing

When commercial banks set up professional institutions for credit cards and carry out professional operations, the credit card non-performing overdraft collection business falls under risk asset management department, while businesses such as card issuance and promotional cards are under the jurisdiction of the market development department. Although the division of functions within the card-issuing bank is different, for cardholders, based on a credit card medium, what they get should be a package of convenient, fast and safe financial services provided by the card-issuing bank as a whole, including cash deposits and withdrawals, shopping and consumption , transfer settlement, exchange, credit overdraft, promotional reward program and overdraft repayment reminder, etc.

In service marketing, the various services provided by service companies to consumers are called core service products, and the medium through which intangible service products are made tangible is called formal service products. The two of them constitute total service offerings. Therefore, from the perspective of the overall marketing of credit card service products, the formal service product is a tangible certificate of rights for the cardholder to obtain credit card services, that is, a credit card; while the bad overdraft collection business is a core service product and constitutes an organic part of the overall marketing of credit cards. components.

The figure below reveals the connecting role of telephone collection of non-performing overdrafts in the two businesses of credit card market expansion and risk management. It can be seen from the figure that the telephone collection business for bad overdrafts is an organic extension of market expansion activities logically and temporally, and it is necessary to understand the telephone collection business from an overall marketing perspective.

Analysis of Information Feedback on Telephone Collections of Non-performing Overdrafts

Usually there are the following types of feedback from cardholders on telephone collections of non-performing overdrafts:

Integrity and Forgetfulness

Shortly after the interest-free repayment period for consumption, the card was listed in the first collection queue, and the cardholder neglected to repay the overdraft balance during the interest-free repayment period.

For cardholders who are honest and forgetful, when the phone collection staff informs them of the time and amount of their credit card overdrafts, the cardholders have a clear attitude towards returning the money and express their gratitude to the bank for the timely reminder. After answering the phone, they You can fulfill your promise and pay off your debt within a few days.

Serious and elegant type

This type of cardholder has a certain social status and identity, pays attention to personal credit, and does not exceed the interest-free repayment period for a long time, within one to two months. However, because the phone collector contacted him through his personal mobile phone, he felt that his privacy was affected. After receiving the call, he was quite unhappy and spoke fiercely. For this type of cardholders, collection staff can remind them of credit card overdrafts in a friendly manner, and pass on information such as "credit cards represent personal credit" and "overdrafts for too long will result in considerable interest losses" to encourage them to change their attitudes and cooperate. Banks call back bad overdrafts. Although the cardholder had a tough tone, he was able to return the money afterwards out of consideration for personal credibility.

Perfunctory and procrastinating type

This type of cardholder has exceeded the interest-free repayment period for a long time, between two and three months, and even multiple phone collectors have taken turns to contact them. In connection with the matter, the cardholder used language such as "repay this week" and "repay at the end of the month" to prevaricate, and was hesitant to repay the overdraft without taking any actual action. Telephone collectors can deal with them by being polite first and then attacking. At the beginning of the phone call, the debt collector should politely ask him whether he has a credit card overdraft for a long time. If he gets a positive answer, he should tell him sternly that "if he does not repay the debt, his personal credit rating will be seriously affected, and the bank will "Taking more stringent measures" will have a deterrent effect on cardholders and help urge repayment.

Malicious overdraft type

This type of cardholder exceeds the interest-free repayment period for a long time, often for more than three months or even longer, and calls for collection more than three times. Based on the past collection records and the bad attitude of not answering the phone, the telephone collection staff can judge that the goal of recovering bad overdrafts cannot be achieved by phone calls alone. They should quickly and timely transfer the collection business to door-to-door links and take more stringent measures against cardholders. draconian measures.

The limitations of telephone collection in improving the overall marketing effect of credit cards

As commercial banks carry out professional credit card operations, as the scale of credit card overdrafts increases, the number of non-performing overdrafts also increases. situation. Compared with traditional methods such as door-to-door collection and legal proceedings, relying on telephone collection for bad overdrafts can undoubtedly play a role in urging cardholders to repay in a timely manner, thereby quickly restoring the cardholder's credit limit. However, the limitations of the telephone collection method in improving the overall marketing effect of credit cards are also very obvious, which are specifically reflected in:

Information asymmetry with cardholders and poor communication effects

Regarding the level of understanding of the credit card business, telephone collection personnel have received standardized professional knowledge training on credit cards, while most cardholders’ understanding of credit cards is limited to cards issued by banks that can be used for overdraft consumption and cash withdrawals. Therefore, once a bad overdraft occurs, the phone collectors often use professional vocabulary while looking at the terminal screen, such as "total overdraft, extended interest-free repayment period, penalty interest, late payment fees", while the cardholder I just want to know "how much do I owe". The telephone communication time is short, and the information asymmetry between the two parties often makes the communication ineffective. Some cardholders hang up the phone for no reason after listening to a few sentences. This is an example.

The telephone collection method cannot truly understand the cardholder's psychological state

Since the telephone collection staff and the cardholder are not face to face, they only use their voices to figure out each other's psychological state, which inevitably greatly reduces communication. , thus making it difficult for banks to achieve the ideal collection goal of making cardholders repay with the minimum number of calls. A typical example is that phone collection methods are ineffective against cardholders who truly lack a sense of integrity and repeatedly rely on lies to default on their payments. Door-to-door interviews and supervision of repayment are a more effective collection method for such bad overdraft "nail households".

The business goals of telephone collection business and market expansion business conflict

In the performance evaluation of departments, credit card operating institutions include "security" indicators such as "bad risk rate" under telephone collection In the business department, "profitability" indicators such as "card issuance volume and rebate income" are implemented in the market expansion business department. In practice, the collection staff's answers to cardholders' questions about market promotion activities are ambiguous, which reflects that the business objectives of different departments cannot be well coordinated, and the overall marketing of credit card products is difficult to achieve the expected results.

Effective marketing methods in telephone collection of bad credit card overdrafts

Identify high-quality customer groups and carry out credit card service relationship marketing

Credit card service relationship marketing refers to the behavior of issuing cards. A series of service marketing activities adopted to establish and consolidate long-term cooperative relationships with cardholders, with the purpose of establishing and maintaining cardholder brand loyalty over the long term. Through the marketing of service relationships, card issuers can gain long-term profits. Reviewing the collection records of each period, we can find that some customers use their cards frequently, but always forget to repay the outstanding balance after the interest-free repayment period. After being reminded by phone, they readily fulfill their commitments. Repeatedly, this group of people not only creates transaction commission income for the card issuing bank, but also brings overdraft interest income to the card issuing bank, making a great contribution to the card issuing bank.

Carry forward the spirit of teamwork and do a good job in credit card internal marketing

Credit card internal marketing refers to the employee communication and information carried out by the card issuer for the internal market composed of its internal employees. Communication and a series of marketing activities.

Generally, the telephone collection business of card issuing banks is composed of a team. Individual collection personnel compete with each other, but they also cooperate with each other for the same organizational goals. At the same time, the telephone collection business is also inseparable from the information support provided by customer service, customer filing and other related work positions.

Therefore, the telephone collection department, whether within the organization or with other work positions, should strengthen mutual communication among employees to exchange information and improve the overall business quality.

Credit card business is in the ascendant in domestic commercial banks. From the nature of the work, the non-performing overdraft telephone collection business is not only a means to prevent and resolve credit card asset risks, but also the beginning of a new round of credit card marketing work. As long as telephone collection personnel devote themselves to the marketing practice of this business with enthusiasm, perseverance and sense of responsibility, and serve as a link between customers and card issuers, the risk barrier of commercial banks' credit cards will surely be consolidated.

Summary of credit card collection work

Year-end summary of bank collection

Time flies. Looking back, I have been working at the center for more than two years. During this period, I have gained a lot and felt a lot. . As an asset preservation person, I deeply feel my responsibility. The credit card collection phone business is also a "window" to showcase our Bank of Communications' excellent system services. Therefore, we win the trust of customers every day with full, attentive service, sincere communication, and practical consideration of customer interests.

The collection phone business may be busy and mechanically monotonous. However, when facing all types of customers, our requirement is not only to collect accounts, but also to be patient, professional, have good communication skills, and be sincere. The attitude of listening and proficiently answering customers' questions, and using every bit of service to make customers truly understand us is such a friendly and friendly telephone job.

The upcoming year can be said to be a year of change. For me personally, I have indeed experienced some storms of thought: (1) The change in the installment repayment rules at the end of March caused a rapid increase in business difficulty and a greatly increased work intensity; (2) Some front-line collectors in July and August Support for the whole team in the middle of the transfer; (3) as well as recent issues such as excellent recording and transfer agent ratings; (4) More importantly, I was promoted from an ordinary employee to a leader, and the focus of my work changed. During this period, I experienced A period of considerable ideological struggle.

As an excellent telephone collection employee, I only need to complete my job with quality and quantity, achieve zero complaints and zero quality inspections, and make new progress every day; when I was promoted to a teaching cadre , while doing an excellent job of collecting phone calls, you must also take on the responsibility of teaching, teaching your skills, work experience, and telephone communication tips to colleagues without reservation, and becoming an influence in the team to drive other *** At the same time, I have grown up together; currently I am a supervisor, doing management work... Modified according to personal circumstances

This is the introduction of a brief discussion of credit card collection management and a brief discussion of credit card collection management measures. It's over. Did you find the information you need?