Key takeaways
- A loan file often needs a visit for documents or verification.
- Name the missing document, say how to submit it, and offer a pickup.
- Remind before the due date, in permitted hours, in courteous language.
- Hardship, disputes and complaints go to trained officers at once.
- Calls about credit are regulated.
Field visits are the bottleneck
A loan file often needs a visit for documents or verification. Arranging it takes several calls. The agent can offer slots, confirm the address and remind the applicant.
Document follow-up
Name the missing document, say how to submit it, and offer a pickup. Repeat until it is done, with each call recorded against the file.
ListenHears the caller in their own words
UnderstandWorks out what they want
ReplyAnswers in a natural voice
ActBooks, notes or hands over
Reminders that respect the borrower
Remind before the due date, in permitted hours, in courteous language. Never threaten, shame or call third parties.
Where people take over
Hardship, disputes and complaints go to trained officers at once. The agent should never argue or negotiate terms.
Get it reviewed
Calls about credit are regulated. Have your compliance team approve every script and every calling window.
