Code of Practice
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  • Collectors are to understand the nature & background of every debt assignment prior to commencement of collection action.

  • Collectors are to understand the debtor's financial background, resources and position (through databases, investigations, enquiries and client’s given information) prior to commencement of collection action so as to plan an appropriate repayment proposal.

  • Collectors are to collect the debts amicably, reasonably and legally.

  • Collectors are to remain patient, calm, observant and well tempered throughout the collection action process.

  • Collectors are to computerize and record on all actions taken and plan the next course of action.

  • Collectors are to be prepared to serve as a negotiator, mediator, arbitrator & problem solver between the claimant and the debtor and to understand possible misunderstandings or disputes between claimant and the debtor.

  • Collectors are to refer their cases which require management perusal, to their supervisor.

  • Collectors, wherever possible, are to maintain, consolidate and rebuild the relationship between the claimant and the debtor.

  • Collectors are to respect the debtor's integrity at all times.

  • Collectors are to instantly refer all unexpected, complex and difficult matters / situations to their supervisors/ managers for seeking advice or further planning of next course of action.

  • Collectors are to seek the client's approval prior to acceptance of any repayment schedule proposed by the debtor.

  • Collectors are to maintain strict security & confidence of all the information acquired; and understand that the information given or acquired is solely for the purpose of debt collection.

  • Collectors are to immediately report every payment received from a debtor.


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