1 Summary of loan collection work
(1) People who promise to pay back the money but repeatedly break their promises occasionally appear in the early stage, but are more common in the middle and late stage. At this time, we need to know the reason why the customer broke the contract. Our attitude is that we need to listen to the customer's explanation, and we can't jump to conclusions and think that the customer is picking holes and treating the customer excessively. After all, such customers still have the sincerity to repay. For this kind of customers, it is necessary to inform them that every time they break the promise, their credit records will be negative and the deduction will fail, and listen patiently and communicate skillfully, so that customers can tell their real reasons, repayment time and amount.
(2) For those who are unwilling to repay, we must first understand the customer's psychology, what causes it, whether it is a complaint about pre-sales, customers, the amount of approval, or dissatisfaction with other aspects of the company, or a complaint about the attitude of the collection process. We need the right medicine to calm the customer's emotions and help him distinguish between complaints and repayments. For customers who maliciously fail to repay, the legal impact of refusing to repay can be explained.
(3) For dead customers, first of all, we must know the truth, and we can skillfully know whether the situation is true from the aspects of contact, work unit, relatives and friends, address and telephone number; Asking for information about death; Verifying the information of relevant institutions can induce and test whether related parties can pay off loans by subrogation for such customers.
According to the different attitudes and behaviors of overdue customers, they can be divided into provocative, evasive, victimized, confident, stubborn, sophisticated, guaranteed repayment and * * *. According to different types of customers, we should adopt corresponding collection strategies to achieve better collection effect.
First, provoke customers.
1, customer characteristics: verbal and body language is aggressive; This is the easiest type of customer to solve.
2. Customer examples:
A customer's second repayment is overdue 10 days, and now the third repayment is still overdue. The loan officer visited his enterprise and then made several phone calls, but the customer was very upset about the loan officer's visit and gave such a tough answer: "I don't understand! I also have a loan at the Agricultural Bank of China, and I have never been so annoyed with you! Although I am always late, I will pay it at the end of the month, and you also ask for an extra fine! I haven't paid the money for ten days late. "
3. Coping skills:
Find out the hostile motives;
Let customers vent and explain their setbacks;
Care about customers and sympathize with the difficulties they face;
Wait for the customer to calm down before looking for a solution;
Never play hardball.
Second, push and pull customers.
1, customer characteristics: difficult to contact, never providing any explanation, difficult to visit.
2. Customer examples:
A customer has been overdue for 27 days, and his shop seems to have closed, although I learned from my neighbors that his shop is still open from time to time. He never answers the phone. Even if we call when the store is open, we can only find one employee who says he doesn't know where the customers have gone. The last time I contacted the customer, he said that he would pay next week, but three weeks have passed and he hasn't paid yet.
3. Coping skills:
Keep in touch by phone or visit at home until the customer agrees to discuss the loan;
It is better to suggest that customers negotiate with us. Tell them, "I could have given you a better repayment option."
Success factor: self-confidence
Third, for the victims.
1, customer characteristics: customers will show extreme grief and tell the status quo while crying; She/he will exaggerate the dilemma, regardless of the negotiation process and outcome.
2. Customer examples:
A customer is 35 days overdue. She stopped business and didn't find a job. She is always modest and responsible for the loan, but she hasn't paid it back yet. She told us: "When my husband learned about my loan, he was very angry and took the money. Then the vegetables went bad and I had to close my shop. As a result, the thief stole a lot of things from me when the shop was closed ... (She cried while talking ...) "
3. Coping skills:
Wait until the customer calms down and explain the situation to him/her;
Express sympathy and understanding for the current difficulties of customers;
Once the customer is understood, he/she usually becomes easy to accept his/her responsibilities;
Turn the focus back to repayment and give him/her various repayment options.
Fourth, confident customers.
1, customer characteristics: He is stubborn, a little strong, rude and thinks he is smart and capable. He doesn't know the situation, seems to know the significance and consequences of the lawsuit, and shows no fear or care.
2. Customer examples:
Customer overdue 15 days. Our loan officer visited her, but it is difficult to reach an agreement with her at present. She told us angrily: "the amount I applied for was greatly cut off by your loan review meeting." Although I still got the loan, it didn't help me at all. " I missed a good business opportunity, which is also the reason why I am in this situation. I don't have enough money to pay the installment now. It's not only my fault, but also that I'm still 30 days away. Why are you making such a fuss? You have to bring a lawyer. Anyway, I have no money to pay today, and you can't touch me! "
3. Coping skills:
Very firm, and show a full understanding of the procedure and meaning;
Put forward strong arguments and facts;
Don't be intimidated by customers;
Guide the dialogue and provide customers with alternative repayment plans.
Verb (abbreviation for verb) stubborn customer
1, customer characteristics: always say "I can't afford it", "I won't pay it back", "If I tell you I will pay it back, I must be lying", etc. He doesn't listen to your words or choices at all, they just stick to their own suggestions.
2. Example of customer: A customer is 25 days overdue, and there seems to be no hope to reach an agreement with him during this period. He mentioned: "I have already told you that I can't pay it back, and I will pay it back when I raise the money." Now, no matter how hard you push me, I won't be rich. Business is bad recently, and I can't promise anything. If you think about it from my point of view, you will know that it is difficult. As I said, I will pay back the money when I have money. I don't understand why you still insist on this. "
3. Coping skills:
Be patient;
After listening to their explanations, explain again why the policy is very strict and why he needs to abide by such a policy;
Take time to tell him the benefits of timely repayment and the various ways of repayment;
Emphasize the process of repayment and the benefits of timely repayment, give your suggestions in time, and ensure that you lead the conversation. In the end, your persistence and professionalism will solve all problems.
Six, sophisticated customers
1, customer characteristics: usually from the middle class/upper middle class. Very friendly, well educated, likes to show off his social relations and assets. They are not afraid of any legal means and know some financial and legal terms. They feel good about themselves and think they know more than loan officers.
2. Customer examples:
A customer is eight days overdue. After the phone call, the loan officer visited again, but the customer told him, "Look, I said I would pay it back, so don't worry. I will also pay the fine, and I will pay the rest, but there are some problems in turnover now. My inventory is out of season and I can't turn around as planned. The decline in my gross profit has affected the profit margin and I have been trying to avoid the loss of funds. I may not be able to pay it back until next month, but I will pay it in one lump sum. "
3. Coping skills:
Show familiarity with the procedures and significance of legal means;
Persevere and maintain a friendly attitude;
Ignore his rude attitude and hostile body language;
Be professional and try to make customers return through feasible solutions.
Seven. Guaranteed repayment type
1, customer characteristics: "Very friendly, good at communication, always making promises, but he doesn't care what he promised at all, and it is difficult to keep his promises.
2. Customer examples:
A customer was overdue for 10 days, and the loan officer came to the door three times, and three times arrived at the delayed repayment date. This customer never keeps his promise. This time, he said, "I'm really sorry. Today, I found that my companion didn't pay back the money. He used the money to buy more fabrics for business ... It only took me three days to raise the money and pay it back. Please give me some time, and I will pay it off next Thursday ... "
3. Coping skills:
Tell him the importance of fulfilling his repayment promise;
Emphasize the serious consequences of bad faith;
Prove by action that you are absolutely serious about collecting repayment.
When customers are overdue, we need to invest more time, but many times we ignore the importance of frequent contact and visit. Customer service and loan officers' constant telephone contact and visits to overdue customers can make them understand that overdue is not enough and make them feel the pressure of being collected at all times. Only in this way, customers will use it to repay as soon as they have money.
2 loan collection work summary
Our company was approved by the Financial Office of Sichuan Provincial People's Government in 20XX and officially opened in 20XX. Since its opening, the company has actively carried out business in strict accordance with relevant regulations. Under the care and guidance of the Financial Office of the people's governments of cities and counties and the People's Bank of China, with the correct leadership of the company leaders and the full support of the company's shareholders, all the staff closely focused on the company's established work objectives, worked with one heart and one mind, pioneered and innovated, and achieved good business performance, laying the foundation for the stable, efficient and good development of the company's business in a short time. Review and summarize the work since the establishment of the company, mainly in the following aspects:
First, the business has developed steadily and the operating efficiency is stable. Since its opening, through the joint efforts of the company, the business operation has achieved ideal business performance. By the end of the year, there had been a total of xxx transactions, a total of xxx million yuan in loans and a total of xxx million yuan in business income. Pay all taxes and fees, all costs and expenses, and net profit at the end of the year. At the end of the year, the loan balance was 30,000 yuan, and the recovery rate of loans and interest due was 65,438+000%. Credit funds have achieved a virtuous circle, with considerable operating benefits.
Second, establish rules and regulations to ensure the orderly development of business. Good system management is the guarantee of a company's sustained, stable and long-term development. Faced with the unfavorable situation of short establishment time, new personnel structure and relatively low business level, our company always adheres to the principle of "walking on two legs" and does not forget the construction of various rules and regulations while developing its business. In order to ensure the healthy development and standardized operation of small loan companies, in the early days of the company's establishment, we organized and formulated the loan management measures, financial management measures, guarantee system, seal use management regulations, loan approval Committee work rules and other rules and regulations. The implementation of these institutional measures has laid a foundation for the normal operation and effective management of microfinance companies, thus ensuring the orderly work of each stage.
Third, based on training, improve the quality of employees in an all-round way. After the establishment of the company, in the face of the objective situation of new companies, new personnel, lack of processes and experience, we organized all employees to give full play to their subjective initiative, intensified their study and training, and invited professionals to teach credit, management, fire safety and other related knowledge to meet the needs of the work in the shortest time. First, do a good job in professional ethics training, guide relevant personnel to correct their attitudes, make a clear positioning, find the right direction, and enter the working state as soon as possible; The second is to learn and understand the rules and regulations formulated by the company and apply them to practical work; The third is to do a good job in business study. In view of the lack of relevant professional knowledge and work experience of new employees, targeted business training such as credit knowledge, financial knowledge and legal knowledge was carried out to urge employees to adapt to work needs as soon as possible in business operations.
Fourth, strive to open up the market and make full use of working capital. Since its opening, the company's leaders and employees, Qi Xin Qi Xin, have made concerted efforts to actively market through all possible relationships and channels, and selected a number of ideal and relatively stable customers, laying a good foundation for the follow-up and long-term development of microfinance companies. At the same time, the loans that are about to expire are planned and arranged on a monthly basis to ensure the connection of these funds and minimize idle funds. At the same time, in order to expand the scale of operating assets and maximize operating benefits, the company actively negotiated financing with commercial banks, paving the way for the continuity of the company's operations.
Five, strengthen risk prevention, realize the virtuous circle of working capital. Based on the principle of quality, not quantity, and taking the safety of loan funds as the primary condition, each loan is effectively guaranteed to provide the second repayment source guarantee for loan safety. At the same time, we require business personnel to handle business in strict accordance with the prescribed procedures to ensure that all procedures are legal, complete and effective. On the basis of strict implementation of the above measures, all the businesses handled by the company since its opening have not been defective, nor have they defaulted on interest, thus ensuring a good circulation of operating funds.
Looking back, the achievements of the company's work are obvious to all: in terms of enterprise management, the market has been expanded and the benefits are stable; Internal management and system construction have been gradually standardized, and operational risk control has been significantly improved; Customer service is becoming more and more meticulous, providing customers with fast, convenient and meticulous services on the basis of risk control and win-win situation. After a period of business practice, all the work has been improving, but there are also many problems that cannot be ignored, mainly as follows: the overall quality of employees needs to be further improved; The current stock loan structure is not reasonable and needs to be adjusted gradually; Post-loan management is relatively backward, and risk early warning and prevention need to be strengthened.
3. Summary of loan collection work
The loan collection team collected and tracked Matouchong Village Committee, Huangjiachong Village Committee, Woshui Village Committee and Jinkeng Village Committee in Woshui Town from last Monday to Friday. Now we will make a brief report on the rural situation.
There are six village committees in Woshui Town. They are Yao Long, Liulian, Dazhuwan, Matouchong, Huangjiachong and Woshui Village Committees with a population of 7,800. Local farmers mainly focus on forestry, supplemented by agriculture.
There are 19 borrowers in this area. 13 households have signed dunning notices, and 2 households have recovered cash, with principal of 600 yuan and interest of 500 yuan. Among them; There are 4 households that have reached the repayment intention. They are Fang Liugui, Fangsheng No.2 Enterprise, Fangmai No.2 Enterprise and Shen Shuanglang, with a loan principal of 4,600 yuan. Among the four families that have not signed the notice, one works in Guangzhou, and two families (Er Shen and Pan Yaojiao) have lost the statute of limitations.
There are three cashiers in Jinkeng area, namely Fang Weili, Fang Junhai and Fang Zhiyong. The amount is *** 1550 yuan, in which the principal 1250 yuan and the interest are 300 yuan. Another household reached the repayment intention of Fang Shitou in Neitian Village Committee, with a loan principal of 2,300 yuan.
Other reports: Huang's second group and Huangjia Village Committee (which has been jointly funded with Woshui Village Committee) borrowed two loans, with the amount of 10000 yuan, which needed the assistance of department leaders and current cadres of Woshui Village Committee. Dalong Village Committee requested to open a special account so that the special funds allocated in the future can be used for special purposes. I have contacted the person in charge of Tangchong Branch.
This week's work plan is: in addition to continuing to follow up the arrears of farmers who are willing to repay, they will also make a payment to Xiangping Town.
4 Summary of Non-performing Loan Collection
1, the dunning should be straightforward. There is nothing shameful about dunning, and there is no punch line. The most effective way is to call a spade a spade, never say sorry, and never beat around the bush.
2. Before taking action, find out the reason for breach of contract. Whether it is negligence, dissatisfaction with products, lack of funds or intention, different collection strategies should be adopted according to different situations.
3. Go directly to the original contact. Never let customers push each other and lead them by the nose.
4, don't make excessive behavior. It is not advisable to get angry when dunning, and then find ways to vent, or even make excessive behavior. Once the face is torn, customers may continue to stay and it will become more and more difficult to collect money.
Don't be afraid of dunning and losing customers. Well-deserved reward, of course. Fear that dunning will cause customers unhappiness or lose customers will only make customers push their luck and encourage this bad habit. In fact, as long as the skills are used properly, collection can be regarded as an opportunity to communicate with customers. Of course, what's the big deal if the customer insists on not paying?
6. Make a decisive decision and stop the supply in time, especially in view of the threat of "no supply and no payment"; Otherwise it will only get deeper and deeper.
7. The time of collection is very important, and the principle of "regular collection" should be adhered to. The longer it takes, the harder it is to get it back. Research by foreign institutions specializing in collection shows that the difficulty of collection depends on the age of the account rather than the amount of the account. Only 20% of the arrears over two years can be recovered, and 80% of the arrears within two years can be recovered.
8. One of the biggest mistakes is asking for money in advance. Experience has proved that full payment should be required. Although it is better to get a little than nothing, it is also good to take more back.
9. Adopt a competitive collection strategy. As long as the customer is still doing business, he must pay the supplier. If you didn't receive the money, he must have given it to someone else. Suppliers who get priority payment opportunities are usually enterprises that maintain long-term good business relations and personal relationships with customers, because no one wants to fall out with friends.
10, the collection should be "enterprising" and have the spirit of pursuit. From practice, I have explored the "three follow-up" strategy for debtors (business parties, supervisors and financial leaders), that is, follow closely in the office, follow closely in eating and going to the toilet, and follow closely on the way home from work. It's a little too much, but I have to do it! Drops of water pierce the stone, and rope saws the wood. Sometimes, it really plays the role of "many things grind".
1 1, the collection should be "soft". Morally speaking, I feel sorry for the money I owe others and should be polite to the creditors. But many indebted units, some keep a straight face to you, some despise you, and some don't even let you in! At this time, debt collectors have to condescend, use military tactics, be self-centered, say all the good things and warm words in the world, lose a sincere smiling face, implement "emotional investment" for "three kinds of people" and win with stones sincerely.
12, the collection should be "resilient". Collecting arrears is a long and arduous undertaking, and debt collectors should have a kind of perseverance. Even if others treat you like a beggar unreasonably, you should bear the burden of humiliation and stick to your post. If you run away from chicken, you will lose all your efforts. When you see a glimmer of light, don't miss the opportunity. At the same time, learn to complain, don't sympathize with each other, on the contrary, let the other side sympathize.
13, seek help from professional debt collectors or resort to law. There are always some swindlers and unreasonable customers who deliberately refuse to pay back their debts. Reasoning with them is like casting pearls before swine. It is often difficult to take the normal collection method, but some very informal and even ingenious collection methods are amazing. Therefore, when the collection is difficult, you can ask those "professional collectors" who have special collection ability and rich collection experience to collect the accounts. If this law still doesn't work, the only choice left is to resort to the law directly.