Optimize delinquent collection strategies

Course Overview

Course Description

CollectionLab is a simulation-based training course that improves a bank’s ability to optimize delinquent collections.

The ideal collection strategy requires professionals to maintain a healthy portfolio, ensure customer satisfaction & sustain strong debt collection results. It’s a constant juggle between the high cost of severe collections actions, the potential attrition impact of the actions on our good customers, & the credit loss repercussions of taking too gentle an approach.

During the course, participants will analyze these trade-offs and then test their skill at formulating effective strategies. First, fundamentals and best practices of collections management are presented. Next, participants will apply their knowledge through activities, case studies and a simulation game.

Each team has to demonstrate expertise in each of the key areas of collection management, including staffing, resource allocation, economic stress and product growth. In order to win the simulation game, teams must successfully operate the most profitable virtual bank with the most satisfied customers.

Learning Objectives


Describe the stages of delinquency, and identify best practice collection strategies for each.


Explain the best practices for contacting customers, and how to ‘tilt’ the timing, type, and tone of the contact.


Apply techniques for segmenting accounts into specialized treatment queues, using a variety of data.


Calculate and forecast delinquency flow rates, full year losses, and collector capacity.

The CollectionLab Simulation

  • Repetition

    Players repeat strategic decisions in a variety of market conditions, reinforcing learning objectives.

  • Experimentation

    The simulation provides a safe virtual environment for players to test-drive portfolio management strategies.

  • Evaluation

    Players have the opportunity to evaluate and understand the outcome of their portfolio management decisions.

  • Retention

    “Learn by Doing” approach maximizies learning retention.

Client Testimonials

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