Student Financial Services Higher Education Academy

Earn Your Digital Credentials with Certification Courses Designed for Student Finance Professionals and Managers

Standardized Curriculum – Seasoned Instructors – Professional Development – Recognized Achievement

Certificate of Completion

Course Agenda

Subject Matter Detail

COLL-109 Collection Conversations – A study of an effective collection conversation
This two-hour session is a deep dive into techniques that use the rules of influence and motivation in conversations to counteract aggressions or defenses in order to gain compliance and cooperation. Debt collection by its very nature is combative. Conversations can become more challenging when speaking with different generations and conversation abilities. The goal here is to discuss approaches and techniques that gain permission from the customer to engage in a productive conversation. To become influential you must first become relatable and once this is accomplished you can assist your student to get back into alignment with their financial obligation.

COLL-103 Collector’s Content
In this session we will study:

• Collections Strategies – Tuition – Loans – Federal Loans
• Managing a WIP (work in progress, or QUE) for efficiency 
• Call Scripts
• Working Accounts Checklist

COLL-113 Comprehensive Collections
An advanced and comprehensive study that will challenge the most seasoned credit professional with the depth and concentration in these core credit and collection subjects.
In this session we will study:

• Unfair, Deceptive, Abusive Acts or Practices
• The Fair Debt Collection Practices Act
• Call Baiting and Litigious Debtors
• Statute of limitations – Time barred accounts
• Disputes, Objections and Resolutions
• Personalities and Practice

PRCS-109 Analyzing Your Recoveries
Do you know how much you’re Recovering? You should. You will see and learn how to scrutinize your account data through 7 different lenses to produce an analysis worth reading.

• Now that you know what you’re recovering do you know what your Cost of Recovery is? You should. Would you rather own 30% of a watermelon or 100% of a grape? Let’s look at a cost-benefit analysis 
• Retention is not only a school mission but a considerable measurement in profit and loss margins. 100% of students languishing in collections are not enrolled in classes. Is there a treasure trove of revenue sitting at your collection agency?
• Reputation directly affects revenue. Give good customer service and they won’t tell anyone. Give poor customer service and they’ll tell everyone! Messaging from students, positive or negative, is a direct reflection of their outlook. The key to a positive outlook is knowing that great customer service is understanding what the customer values

HLTH-127 Positive Mental Attitude
Ever wonder why some people just seem to succeed and are generally happier in life? More often than not is because of a Positive Mental Attitude or PMA. PMA and NMA (Negative Mental Attitude) are powerful forces and they can make the difference in our happiness, success and livelihood. Our attitude changes from positive to negative when we experience defeat but it is said that in every adversity in life there is a seed of an equivalent or greater benefit for those who use PMA. Allowing NMA to control our thoughts and actions invites that which robs us of our success and happiness. Your attitude about a person, place or thing is like a coat of paint; each time you make an association with it (good or bad) it resonates a little deeper.
In this class we’ll evaluate how we engage situation’s and through that process discover what drives our Attitude to become soured and the right way to make our once stressful associations fulfilling and enjoyable.

HLTH-119 Empathy and Compassion Fatigue
It is said that each time you heal someone, you give away a piece of yourself. Many counseling professionals encounter a wounded healer type of experience. As a High-Touch professional, credit and collection professionals are exposed to hardships, objections, excuses, complaints, manipulation and even abuse. Prolonged exposure can deplete our empathy and compassion energies and even lead to fatigue and burnout.   

Recognize the symptoms of fatigue in yourself and team members and find healthy ways to rejuvenate and take steps to avoid exposure to this syndrome

COLL-111 Customer Service
This session on Customer Service explores the roles and responsibilities that students and university team members have towards each other, the significance of our personal views and the impact we make on others.  We will focus initially on Anger, Manipulation and Abusive Behavior followed by leadership, campus cultures, the importance of your role and attitude, surrogacy, entitlement behavior, taking things personally and representing your school.