Compuscan Academy and BIBF Course Brochure

Credit and Debt Recovery Courses Academy

Table of Contents Compuscan Academy and BIBF Partnership 3 About Compuscan Academy 4 About BIBF 5 Course Outlines 6 Applying Credit Assessment Practices & Methodologies 7 Credit Control and Collections 8 Credit Policies and Procedures 9 Debtor Assessment and Portfolio Management 10 Manage Credit Provider Portfolio in Debt Recovery Environment 11 Develop Repayment Policies and Procedures 12 Fraud Prevention and Monitoring 13 The Fundamentals of Credit 14 Effective Telephone Debt Collection Strategies 15 Fundamentals of Credit Bureau Scoring 16 Microfinance Administration 17 Introduction to Credit Management for MFIs 18 Maintaining Client Relations 19 Manage Loan Portfolios 20

Compuscan Academy & BIBF Partnership About Compuscan Academy - BIBF Partnership Compuscan Academy is passionate about education and providing learners and employees in the financial sectors with the tools they need to succeed. In an effort to bring BQA accredited credit and debt recovery training programs to the Botswanan market, Compuscan Academy has partnered with the Botswana Institute of Banking & Finance (BIBF). This partnership means that, together, Compuscan Academy and the BIBF can bring relevant, high-quality courses that are focussed on upskilling employees within the sector. The BIBF has identified 14 credit and debt recovery courses that Compuscan Academy offers to be introduced into the country. These highly sought-after courses were originally written for the South African market and is accredited by BANKSETA and FASSET. For the purposes of BIBF, Compuscan Academy has localised the content for the Botswanan market. The BIBF has accredited the courses with BQA. 3

Academy Compuscan Academy About Compuscan Academy Compuscan Academy, a subsidiary of Experian, is a specialised credit academy that offers training programmes to address the skills requirements of companies in the credit and financial services industries, at all stages of the consumer credit life cycle . Our training offering includes various qualifications, learnerships, skills programmes, short learning programmes, online courses as well as workshops. Training is delivered through various methods such as traditional classroom-based learning, distance learning and online courses. We offer specialised training including credit, micro-finance, banking, debt recovery, debt counselling, business and management, accounting, office management, entrepreneurship, small business management as well as legal and compliance. By empowering your greatest resource, your employees, you can increase profits, mitigate risk, improve employee productivity and create impactful customer experiences. Ensuring that your employees are up to speed with all the latest developments in the credit space is key to achieving this. 4

BIBF About BIBF The Botswana Institute of Banking and Finance (BIBF), having recently transformed and rebranded from Botswana Institute of Bankers (BIOB), is a member driven institute; with banks (including the Central Bank) constituting its Corporate Membership. Individual membership includes Ordinary members, being the local banking sector employees who are studying or have studied with the institute and Affiliate members being those students that are not working or have not worked for the banks. BIBF is accredited with the Botswana Qualifications Authority (BQA) as a training provider and provides banking and financial services related training and education. In 2018, the institute launched its transformation strategy to factor in the fundamentally new kinds of leverage currently available to the institute and to codify knowledge in order to reposition the institute to become competitive as well as power sustainable growth. As part of this strategy the institute has partnered with reputable educational institutions to expand its training offering and services. One such partnership is with LIBF, which will see the institute provide two (2) professional banking diplomas, one in Retail Banking and the other in Commercial / Business Banking as well as several high impact banking and finance technical short courses. Other reputable international partners currently working with BIBF include Frankfurt School of Finance and Management (FS), Compuscan Academy and Bangor University. The institute also develops and offers innovative in-house short courses, to address both technical and soft skills gaps within the local and regional banking and financial services sector. These include areas such as treasury management, relationship management, risk & compliance, credit management, AML, KYC, customer service, emotional intelligence and governance. For more information you can visit us at www.bibf.ac.bw 5

Course Outlines Course Structure: Lectures, Structured Classroom Discussions and Practical Assignments. 6

Applying Credit Assessment Practices & Methodologies Duration: One day Lending is the principal business activity for most credit providers – the business of providing credit. During this course you will learn to process credit applications by conducting a credit investigation as well as assessing the credit risk of potential clients and determining their repayment ability. After completing this course, you will be able to make wise credit decisions throughout the entire loan process - from performing an affordability assessment to granting the loan, completing the administration and paying out the loan. What you will learn: At the end of this programme, you should be able to: ▪▪ Understand the microfinance and banking environment and clients; ▪▪ Understand and apply a responsible loan decision-making process; ▪▪ Apply best-practice methods to determine the repayment ability of a client; ▪▪ Use objective criteria to assess the credit risk of a client; ▪▪ Recommend or reject a loan application and inform the client; and ▪▪ Complete the administration of the loan for loan approvals. Entry Requirements: It is assumed that learners are currently employed, or will be employed, in a credit- providing business. Financial literacy at Level 4. 7

Credit Control and Collections Duration: One day Do you want to increase the profitability of your business by implementing an effective loan repayment and collection process? This programme will teach you to do so and to find solutions to collect on problem loans. You cannot afford to miss the opportunity to enrol for this course in today’s turbulent economic times. What you will learn: At the end of this programme, you should be able to: ▪▪ Develop a client loan repayment management system; ▪▪ Administer a client loan repayment management system; ▪▪ Gather and analyse additional information on problem loans; and ▪▪ Respond appropriately to problem loans. Entry Requirements: It is assumed that learners are working in a debt recovery / collections environment or will work in a debt recovery / collections function. Learners further needed to successfully complete a Credit Assessment or related course. 8

Credit Policies and Procedures Duration: One day Due to the impact of legislation, economic changes and the requirements of best practice in business; understanding the theory, creation and application of policies and procedures in the credit industry is vital to a business’s function and profitability. From understanding and explaining credit policies to drafting and implementing them, this course provides a comprehensive framework on which attendees are able to base their own credit policies and procedures for the credit granting, loan repayment and collection processes. What you will learn: At the end of this programme, you should be able to: ▪▪ Explain the importance of a clear credit policy for a micro-finance or banking institution; ▪▪ Formulate and motivate the main elements of a credit policy; ▪▪ Design a credit policy in line with the institution and its products; ▪▪ Explain the procedure for each element of a credit policy; ▪▪ Collate policies and procedures into a written manual; ▪▪ Identify and explain the core components of a typical credit control system; and ▪▪ Describe and include the sub-elements of each component in the written manual. Entry Requirements: It is assumed that learners are currently employed in a credit business and have fundamental communication and numeracy competency. 9

Debtor Assessment and Portfolio Management Duration: One day With the large number of debtors that a debt recovery professional has to manage, it can at times feel like the updating and maintaining of all records is both daunting and impossible. With this course you will learn how to effectively maintain your records and update relevant details, manage and review allocations, evaluate debtor accounts and provide detailed statements of accounts. Manage your debtor portfolio with ease with the useful guidelines laid out in this course! What you will learn: At the end of this programme, you should be able to: ▪▪ Manage debtor accounts; ▪▪ Evaluate debtor accounts; ▪▪ Profile accounts; ▪▪ Allocate and log accounts; and ▪▪ Review allocation on an ongoing basis. Entry Requirements: It is assumed that learners are currently employed in a debt recovery / collection role and will have the opportunity to interact with debtor accounts and portfolios in order to complete assessments. 10

Manage Credit Provider Portfolio in Debt Recovery Environment Duration: One day Lending is the principal business activity for most commercial banks. The loan portfolio is typically the largest asset and the predominate source of revenue. As such, it is one of the greatest sources of risk to a bank’s safety and soundness. Therefore, effective management of the loan portfolio and the credit function is fundamental to the sustainability of a bank, or any credit provider. With the knowledge gained from this course, you will be able to quickly and efficiently review and manage credit provider loan portfolios. This may be either as an internal function (debt recovery actions within the credit provider) or an external function, as a collector that is mandated to collect on behalf of the credit provider. What you will learn: At the end of this programme, you should be able to: ▪▪ Review credit provider portfolios; ▪▪ Implement credit provider mandates; ▪▪ Report to credit provider on collection action taken; ▪▪ Compile financial reports for credit providers; and ▪▪ Present information in report format. Entry Requirements: It is assumed that learners are able to write effectively and have fundamental literacy. Learners should work in a debt recovery organization and have access to credit provider mandates and debtor collection directives. 11

Develop Repayment Policies and Procedures Duration: One day Most loans on a lending institution’s books move from closing to full payout in accordance with the terms of the loan without the requirement of a serious collection effort. Unfortunately, some loans will not perform as expected due to several reasons. There are many possible reasons for non-performance of loans, and it is important that you recognise the early warning signs of deteriorating loans and understand what you can do to react quickly to get a positive outcome. One of the primary reasons why lending institutions fail is that they are slow to detect deteriorating loans and once identified, they are slow to react. This course is aimed at teaching lending institution managers to develop policies and procedures to manage loan repayments and detect problem loans early, which is fundamental to the long-term success of a lending institution’s credit operations. What you will learn: At the end of this programme, you should be able to: ▪▪ Understand the reasons of deteriorating loans, the importance of detecting them early, and the impact they have on a business; ▪▪ Develop processes for the early detection of problem loans, grade them, and respond to them appropriately; and ▪▪ Develop and implement systems to manage the information in your organisation. Entry Requirements: It is assumed that learners are currently employed or will be employed in a management role within a lending institution. 12

Fraud Prevention and Monitoring Duration: One day In the digital age, financial crime against banks and other financial services institutions is accelerating rapidly. Fraud prevention now represents one of the biggest areas of concern for the financial services industry and is likely to become one of the largest drivers of IT expenditure in coming years. In fact, organisations lose 5% of revenue to fraud each year, with banking and financial services (and government) most commonly victimised. That is why financial institutions like yours need to take proactive steps to combat fraud. At the conclusion of this skills programme, students will have more knowledge about what fraud is, who typically commits the act and why, and the types of fraud faced by financial institutions. Students will also learn about the consequences of fraud to the sustainability of the organisation. You will also learn how to develop policies and procedures to minimise and manage common types of fraud within financial institutions, and how to monitor their effectiveness. What you will learn: At the end of this programme, you should be able to: ▪▪ Describe and identify fraud as it occurs in a financial institution; ▪▪ Develop control mechanisms to minimise and manage fraud in a financial institution; and ▪▪ Monitor and update fraud control policies and procedures. Entry Requirements: It is assumed that learners are in a management function of a financial institution, or will be employed in a management function, and responsible for driving or monitoring fraud and risk programmes within the organisation. 13

The Fundamentals of Credit Duration: Two days Whether you are a new credit loan officer or one whom has been working in the field of credit for many years, it is imperative that you have a thorough understanding of the credit industry you are working in locally and globally. Every credit loan officer should have a good understanding of the business they are in, which is providing credit to different consumers, whether individuals, groups or businesses using a variety of lending methodologies. This programme is designed to build your knowledge and understanding of the occupation, helping you become a more effective CLO and an asset to any credit business. What you will learn: At the end of this programme, you should be able to: ▪▪ Define the concept of credit, its uses, types, advantages and disadvantages, and costs; ▪▪ Explain the different lending methodologies and the difference between responsible and reckless lending; ▪▪ Delineate the role of the credit loan officer and what this career entails; ▪▪ Give an overview of the global banking and credit industry and the different institutions and organisations that operate in this field; ▪▪ Understand the importance of a credit control policy and system, including its role in anti-money laundering; ▪▪ Discuss credit risks and its relationship to risk appetite in mitigating these risks; ▪▪ Have a good understanding of ethics and confidentiality in their role as a credit loan officer; and ▪▪ Define fraud and understand its impact on the business so as to be able to take steps in identifying and managing it successfully. Entry Requirements: It is assumed that learners have fundamental communication competency. 14

Effective Telephone Debt Collection Strategies Duration: Three days Negotiating with debtors and collecting on outstanding debt can be a time consumming task, especially when working with debtors that are unable or unwilling to repay their debt. The key is to properly prepare oneself beforehand with effective collection strategies in order to successfully negotiate a promise to pay. You will learn to manage the entire collections’ process from making contact with the debtor, negotiating payment and preparing correspondence, to understand the strategies that lead to a successful negotiation. The module is designed in an action learning format, which means that the learners are assessed on their ability to apply the learning in the workplace. Therefore, not just a theoretical study but a very practical work-based learning experience. What you will learn: Upon completion of this programme, the learner will be able to: ▪▪ Understand the importance of customer retention while collecting; ▪▪ Prepare material for inclusion in debtor correspondence; ▪▪ Prepare and revise draft correspondence and forward correspondence; ▪▪ Follow a step by step debt collection call process and ▪▪ Plan a debtor call and contact a debtor; ▪▪ Practice specific collection call best practice techniques; ▪▪ Negotiate payment and reach agreement; ▪▪ Explain the need for negotiation skills in business and explain and apply the steps in the negotiation process; ▪▪ Explain the strategies that could be used in negotiation; ▪▪ Use investigative skills to uncover reasons for non-payment to provide payment strategies; ▪▪ Manage debtor excuses and objections and negotiate successfully to get payment; ▪▪ Have more confidence when handling challenging collection calls; ▪▪ Employ verbal techniques to communicate more effectively; and record discussion subsequent to debtor interaction. Entry Requirements: It is assumed that learners are working in a debt recovery / collections environment or will work in a debt recovery / collections function. 15

Fundamentals of Credit Bureau Scoring Duration: Half-day workshop Credit scoring has become a critical tool in a credit providers’ toolbox for assessing the creditworthiness of borrowers and to predict and prevent risk to the business. As such, everyone that is responsible for assessing credit applications and interpreting credit scores used in credit application processing should have a basic understanding of what credit scoring entails, the value it has for credit businesses and how it should be used. This is also critical for those who set credit assessment policies and determine scorecard or application cut-offs. This course is aimed at providing learners with a basic overview of credit bureau scoring and how it is used in the credit and risk assessment processes of a credit provider. What you will learn: At the end of this programme, you should be able to: ▪▪ Explain the role of credit bureaus in addressing asymmetric information; ▪▪ Define the relationship between credit reporting and credit scores; ▪▪ Understand the difference between positive and negative data; ▪▪ Identify the use of a credit-scoring model as a decisioning system; ▪▪ Explain how credit scores are calculated; ▪▪ Define the difference between application and behavioural scoring; ▪▪ Identify the odds or probabilities used in credit scoring; ▪▪ List the advantages and disadvantages of using scoring models; ▪▪ Understand the role of credit scores in application processing; ▪▪ Describe the use of a cut-off in credit scoring decision models; ▪▪ Understand the role that scorecards play in the credit cycle; ▪▪ Define the uses of scorecards for credit providers; and ▪▪ Define the steps in developing your own internal scorecard. Entry Requirements: It is assumed that learners work in a lending environment, either as a branch manager, credit manager, risk manager or loan consultant. 16

Microfinance Administration Duration: One day Administrative procedures are part of nearly every public and private organisation and are a set or system of rules that govern the procedures for managing an organisation. These procedures are meant to establish efficiency, consistency, responsibility, and accountability. In any financial institution, like banks or microfinance institutions (MFIs), it is crucial to design, structure and implement effective procedures and controls to ensure the efficient and effective operation of the business. This learning programme is designed to help you understand the importance of administrative systems and procedures in a financial institution. What you will learn: Upon completion of this programme, you will be able to: ▪▪ Demonstrate an understanding of the administrative systems in a financial institution, like banks or micro-finance institutions (MFIs); ▪▪ Develop and update administrative systems for a financial institution; and ▪▪ Identify the procedures involved in using administration systems & develop procedures into a manual to communicate to staff within the financial institution. Entry Requirements: It is assumed that learners are able to write effectively and have fundamental literacy. They should also be able to create a PowerPoint or similar presentation. Learners should work in a financial institution. 17

Introduction to Credit Management for MFIs Duration: One day Every business that exists needs to consider how it operates in the market in terms of supply of and demand for a product. These factors include the competition that exists in the market. All have an impact on profit and loss for the business. It also operates within an industry regulated by legislation and ethical considerations. This will have a direct impact on the sustainability of that business. A micro-finance institution is no different. It needs to look at how it will cost its loan, manage bad debt, choose different credit products, and target a particular market in order to determine its future in a competitive market. This programme serves as an introductory module to these concepts, serving as an excellent beginning for people interested in this field. What you will learn: At the end of this programme, you should be able to: ▪▪ Identify and explain the concept and elements of credit, including uses and types of credit, lending methodologies, and types of credit offered by different credit institutions; ▪▪ Explain micro-finance business principles including profit & loss, supply and demand, and sustainability; and ▪▪ Understand the legal, ethical and professional needs of a micro-finance institution. Entry Requirements: It is assumed that learners can communicate effectively in writing. No prior knowledge is required for this module. 18

Maintaining Client Relations Duration: One day Clients need a good listener, one who says: “Please tell me more.” Those four simple words will do more to reveal important and relevant information about your clients than anything else you can do or say. Building strong relationships with existing and new clients can set you up for repeat business; and even if clients don’t return to you, they may recommend you to friends, family or colleagues.The importance of client relations in the sustainability of the business cannot be overstated. In this programme you will learn how to identify your customers’ needs, how to deal with different types of clients, manage client enquiries and complaints, and how to provide quality service in any environment, but more specifically, in a financial institution. You will also look at how to determine levels of customer satisfaction so as to keep taking your business from strength to strength. What you will learn: At the end of this course, the learner should be able to: ▪▪ Establish and maintain sound relationships with clients; ▪▪ Manage client interactions through keeping clients informed, resolving client complaints, and satisfying client needs; and ▪▪ Monitor and measure client satisfaction and use the information provided to identify new business opportunities to ensure the survival and growth of the business. Entry Requirements: It is assumed that learners are currently employed in a client-facing role and will have the opportunity to interact with clients in order to complete assessments. Learners are also assumed to have fundamental literacy skills to be able to write essays in English. 19

Manage Loan Portfolios Duration: One day Lending is the principal business activity for most credit providers – the business of providing credit. The credit portfolio is therefore typically the largest asset and the predominate source of revenue for a credit provider. It is the institution’s lifeblood and the success of the institution depends on how well that portfolio is managed. This programme aims to give you an overview of loan portfolio management in terms of determining which portfolios are at risk and taking action to minimize that risk to keep the business profitable. What you will learn: At the end of this programme, you should be able to: ▪▪ Define credit portfolios and credit portfolio management and identify all of the elements of the credit portfolio management process; ▪▪ Analyse a credit portfolio; ▪▪ Identify credit portfolios at risk; and ▪▪ Deal with credit portfolios at risk. Entry Requirements: It is assumed that learners are currently employed, or will be employed, in a credit-providing business. 20

Academy www.bibf.ac.bw [email protected] +267 3952493 | Fax: +267 3971469 Setting you on course. www.compuscanacademy.co.za [email protected] +27 (21) 888 6000 | N ational Number: 0861 51 41 31