1. It’s not just collections, it’s your reputation
Overcoming Resistance & Hostility in Collection Calls Tom King, General Manager

2. Eastern Revenue, Inc. It’s not just collections, it’s your reputation
Overcoming Resistance & Hostility in Collection Calls Tom King, General Manager

3. CPE Credits
To receive CPE credits for this session (if eligible), complete the CPE Attendance Form on the PABUG Annual Conference website
For additional questions please contact Lora Harper CPE - Coordinator

4. WIFM

5. Value starts before we pick up the phone

6. Resistant Borrower

7. Pitch
Opening
Profile
Negotiations
Close

8. Methods to Diffuse a Borrower
Listen
Reduce Personalization
Empathy
Timely Placed Rebuttals
Appropriate Humor
You have the Power

9. Hostile Borrower

10. Hostile Scenarios Parents-FERPA Improper Withdrawals
Profanity & threats of violence

11. When an Attorney comes calling

12. Knowledge is Power Education First Party Creditors and the CFPB UDAAP
Bradley Ruling
Express Consent

13. Handling Resistant and Hostile People
Is to truly master the art of communication
As you utilize these skills, you will experience:
Less Grief
Greater Confidence
Enhanced value in your Collection Calls

14. Handling Resistant and Hostile People
Is to truly master the art of communication
As you utilize these skills, you will experience:
Less Grief
Greater Confidence
Enhanced value in your Collection Calls

15. Open to the Floor
Questions
Comments

16. Eastern Revenue, Inc. It’s not just collections, it’s your reputation
Overcoming Resistance & Hostility in Collection Calls Tom King, General Manager

17. Thank You
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