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Certified Financial Collection Professional Program

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Course Summary:

The payment collection process can be challenging at the best of times. However, with the proper training, this process can be significantly less stressful and considerably more effective.

This unique and tailored program is based on the International PACE (Professional Account Collection Education) program developed by the experts at the International Centre for Professional Collections.  This course is offered online, allowing participants to complete the modules at their own pace.

The objective of the training is to provide effective collection services for your organization while keeping customer satisfaction and public relations at a high level.  Successful graduates will learn the skills to effectively communicate with customers and manage the collection function within the context of a regulatory environment.  Participants completing this session will find they have less stress  in contacting and communicating effectively with customers who have past due accounts.

Course Outline: 

The following topics will be covered:

  • Specific words to avoid and those that should be used when collecting and negotiating

  • Avoid the two biggest mistakes in accounts receivable

  • Master the three phases of a professional collection call: Statement, Response and Rebuttal

  • How to handle the customer who may be upset, perhaps even irate

  • Scheduling and time management tips to get the most out of your collection day

  • How to never be thrown by an excuse a customer may give for non or delayed payment

  • What to say when you’re ‘stuck’

  • How to take ‘free’ lessons from the best negotiators in the world

  • A simple method to get better than a 60% improvement over a ‘good’ offer

  • Handle the customer who wants to speak ‘to the boss’

  • Discover the critical difference between interests and positions

  • Practice and master ‘Persuasion first – Negotiation second’

  • Learn the most effective negotiating techniques as they apply to accounts receivable

Online Option:  All modules, assignments, videos and testing are available on-line.  Students may proceed at their own pace, taking as long as three months to complete the 10 module online program.

Program Modules:  The program consists of ten modules.  Learn all the course material at your own pace.

Who Should Attend?       

Accounts receivable personnel, Billing Supervisors, support staff, Credit Managers and Collections Managers

Course Length: 

10 online learning modules 


$395 + HST for online session
Includes materials


Novotel Hotel Training Facility

Course Dates and Registration:

CourseBegin DateEnd DateRegistration
Certified Financial Collection Professional Program ONLINE1/1/202012/31/2020 REGISTER
Certified Financial Collection Professional Program ONLINE1/1/202112/31/2021 REGISTER