RC_LA_DA_300.3 Telephone Skills for Loan Counselors

1-5 CMB Points Advanced Education Loan Administration & Servicing Residential Residential Certified Mortgage Servicer (RCMS) Self-Study Web-Based Courses
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Non-Member $100.00

A loan counselor must possess strong communication skills in order to handle the sensitive and sometimes tense conversations that are encountered each day. Most of the communication with the borrower is done by telephone. Communicating on the telephone can be difficult because a phone conversation thwarts senses that normally facilitate communication. On the phone, a loan counselor is unable to see the borrower's face, interpret the borrower's body language, or observe the borrower's surroundings. Customers have the same disadvantage when trying to understand the loan counselor. Loan counselors must have excellent communication skills to help overcome these obstacles.

Telephone Skills for Loan Counselors explores best practices for telephone communication. It will begin with the foundational knowledge a loan counselor should have before making or receiving telephone calls. It then discusses how to plan and prepare for calls or predictive dialer campaigns. From there, the course reviews techniques for placing outbound calls and examines techniques for successful telephone communication. The course also describes Quality Right Party Contact (QRPC) and reviews the loan counselor's role in achieving QRPC. Finally, the course will look at techniques for handling difficult conversations with delinquent borrowers.

This is a single-family/residential course.


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


    Seat time approximately 1 hour.

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