RC_LA_DA_300.3 Telephone Skills for Loan Counselors

Telephone Skills for Loan Counselors examines best practices for effective telephone communication in collections. Because much of a loan counselor’s interaction with delinquent borrowers occurs by telephone, strong communication skills are essential for handling sensitive and sometimes difficult conversations.

The course begins by reviewing the foundational knowledge loan counselors should have before making or receiving collection calls. It then explains how to plan and prepare for calls, including preparation for predictive dialer campaigns. The course also examines techniques for placing outbound calls and strategies for effective telephone communication with borrowers. Finally, it introduces Quality Right Party Contact (QRPC), reviews the loan counselor’s role in achieving QRPC, and explores techniques for managing difficult conversations with delinquent borrowers.

This is a single-family/residential course.

Topics:

• What to Know Before Making Collection Calls
• Planning and Preparation
• Placing Outbound Calls
• Successful Telephone Communication
• Handling Difficult Conversations

Seat time approximately 1 hour.

Copyright 2026.