workshop a: customer centric collections &...
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HRDF CLAIMABLE NO SIRI : 576479X
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WORKSHOP A:
CUSTOMER– CENTRIC COLLECTIONS & NEGOTIATION + SPECIAL PRESENTATION BY KC WONG - CEO, CREDIT BUREAU MALAYSIA ON ‘CREDIT-RISK MANAGEMENT USING CREDIT SCORES’
15 & 16 MAY 2017 - HOTEL ISTANA, KUALA LUMPUR
WORKSHOP B:
LEGAL FRAMEWORK IN DEBT RECOVERY AND
EFFECTIVE OUT-OF-COURT SETTLEMENT
17 MAY 2017 - HOTEL ISTANA, KUALA LUMPUR
Tel : 603 8932 5800 Fax : 603 9200 3415 Email : [email protected]
- 29 MARCH 2017 -
THE NIGHTMARE BEGINS FOR C&C PROFESIONALS The new Bill will bring about significant changes to Malaysia’s bankruptcy laws. In summary, the MORE BORROWER-FRIENDLY
BILL will make it MORE DIFFICULT FOR CREDITORS TO COMMENCE AND MAINTAIN BANKRUPTCY PROCEEDINGS and use the Bankruptcy Law as an ace card in their C&C efforts.
The Bankruptcy Bill is expected to give debtors a new lease of life, BUT this will bring about tougher challenges to C&C Professionals! Are you ready?
SECOND SESSION
ADDRESSING
THE BANKRUPTCY (AMENDMENT) BILL 2016
PASSED ON 29 MARCH 2017
HOW DO YOU REVIVE
YOUR CREDIT COLLECTION STRATEGIES???
Businesses across all sectors are missing out on billions of dollars in revenues
due to INEFFECTIVE and UNIMAGINATIVE techniques in debt recovery. Lack
of negotiation skills, failure to develop a close engagement with debtors and not
having proper preparation prior to negotiation are the few blunders that hinder
the establishment of successful settlement with debtors. It is proven that an
efficient debt-recovery would make a huge difference to companies’ monetary
and financial performances.
STATISTICS SHOWS THAT… EVERY DOLLAR ON THE BOOKS THAT IS WRITTEN OFF REQUIRES FOUR DOLLARS
IN NEW SALES TO REPLACE ITS VALUE AND THE PROBABILITY OF FULL
COLLECTION ON A DELINQUENT ACCOUNT DROPS DRAMATICALLY
AS THE DELINQUENCY PERIOD LENGTHENS...
AFTER 90 DAYS THE PROBABILITY OF COLLECTING THE ACCOUNT IS 69.6%
AFTER 180 DAYS THE PROBABILITY OF COLLECTING THE ACCOUNT IS 52.1%
AFTER ONE YEAR THE CHANCES OF COLLECTING IS ONLY 22.8% - COMMERCIAL COLLECTION AGENCY ASSOCIATION OF THE COMMERCIAL LAW LEAGUE OF AMERICA -
Without knowing the ‘art’ to outperform debtors during negotiation ‘debates’,
creditors may end up losing good money, business relationship and is surely
heading for a dreadful settlements in court! By employing effective persuasion
and negotiating techniques, businesses could improve their bottom line and cash
flow, while maximising recovery on past-due accounts receivables and most
importantly preserving relationships with customers, thus a Customer-Centric
approach.
IBN Global’s three-day intensive and content-rich master class, will provide you
with PRACTICAL and PROVEN techniques that will generate more money that
is owed to you, at a faster pace with greater customer retention. This workshop
will demonstrate a systematic and creative approach in credit collection
strategies and techniques that will help you tremendously improve your
company's bottom-line.
ATTEND THIS WORKSHOP TO:
Improve Your Persuasion and Negotiation Skills in Debt Recovery
Management
Understand the Legal Concepts and Processes Involved in Debt
Recovery
Learn Practical Approaches to Ensure Maximum Debt Recovery
Through Negotiations
Leverage on Specific Tools in Legal Actions to Improve the Recovery
Process, Business ROI and Profitability
Understand the Preparation Process Prior to Negotiation With Debtors
Evaluate and Analyse the Pitfalls of Litigation
Examine Cases to Get a Good Insight of Associated Legalities in Debt
Recovery
Minimise the Cost and Avoidance of Bad Debts
Gain Understanding on the Effective Methods of Debt Recovery
Negotiations
Explore the 5 Steps of Negotiations Engagement with Debtors
TH
E
AG
EN
DA
WORKSHOP A
Facilitated by : Dr. Steven Liew
DAY 1
Module 1: Customer Risk Profile
Assessing Your Risk Factors
What Are The Strategies To Negotiate Debt?
Why Borrowers Are Not Paying You?
Module 2: Credit Evaluation & Monitoring
Assessing Credit Worthiness of Individuals / Organizations
Criteria for Approval & Rejection
Setting the Credit Limit
Monitoring Customer Account
Module 3: Negotiation Techniques
Soft Negotiation
Hard Negotiation
Principles Negotiation
Successful Negotiation
Profiling Your Debtors
Handling Complaints & Difficult Customers
Focus on Large Customer
Visit Your Debtor
Module 4: Improve Telephone Skills
Improve Telephone Skills
Collection Skills Via Telephone
Collection Skills
Persistency
Speak Your Customer Language
Profiling Customers
Flow Along With The Customers
Module 5: Burning Issues in Debt Recovery
Management Bureaucracy
Collectors Are Not Well Recognized
Borrowers Has Multiple Loans Exposure To Other Banks
Unable To Locate Customers
Insufficient Funding For Repayment
DAY 2
Module 6: Credit Evaluation & Monitoring
Importance of Credit Evaluation & Monitoring
Criteria For Approval Or Rejection
Setting the Credit Limit
Monitoring Customer Account
Group Exercises
Module 7: Sharing of REAL LIFE Debt Collections Experience
- Case Studies & Group Discussion
Case Study 1 (Negotiation Skill)
Case Study 2 (Credit Evaluation)
Case Study 3 (Handling Difficulty Debtor)
Case Study 4 ( Bank Branch Manager Task)
Case Study 5: (Head of Credit Controller Task)
Case Study 6 (Dealing with NPL borrowers)
Case Study 7 (Detecting early warning sign)
Case Study 8 (Government Accounts)
Module 8: Recoveries Techniques:
External Outsourcing to Collection Agencies
When & Why Outsource Debts to Collection Agency
Outsourcing Cost
Internal Outsourcing to Staff
Why Should Outsource to Staff & When Not to Outsource to Staff
Qualities of an Effective Collector
Identify the Qualities of an Effective Collector & Rank Them
Role play & Reverse Play on Your Attributes as Effective Collector
Module 9: Thinking Out-Of-Box Collection Strategies
Negotiation
Monitoring
Collection
Outsourcing
Revaluation
Legal
- ADDRESSING -
THE BANKRUPTCY BILL 2016
T H E A G E N D A
WORKSHOP B
Facilitated by : Dr. Steven Liew
Litigation is an integral part of the bad debts and loan recovery process
although they may not necessarily be synonymous. To what extent the
litigation process will actually result in the actual recovery and collection of
bad debts is often called into question. Not all bad debts are recoverable,
and there are some, though recoverable, may not be worthwhile
recovering.
Without knowing when to sue, and whether it is worthwhile suing,
creditors may, more often than not, end up losing good money going after
bad.
Dr. Steven Liew, a highly evaluated Malaysian Banking & Corporate debt
recovery practitioner specializing on Debt Recovery will bring to you
leading edge presentation, strategies, up-to-the-minute legal case studies,
simulation of business scenario specific to MALAYSIA.
This highly interactive workshop is packed full of real life examples,
practical exercises and case studies that participants can take back to
their business and immediately bring dramatic improvements in their debt
management.
As a result of this highly interactive class, we guarantee that you will be in
a better position to not only to understand the legal aspect of Debt
Recovery, but also be able to better manage this function within your
organization.
ATTEND TO:
Learn Practical Approaches to Ensure Maximum Debt Recovery
Legal Consideration
Understand the Mechanism of Civil Litigation in Malaysia
Learn Key Principals in Deciding Paths to be Taken for Debt
Recovery
Gain a New Understanding of the Workings of Judicial Process
Identify Areas of Opportunity to Save Time and Money
in the Recovery Process
Leverage on Specific Tools in Legal Actions to Improve
the Recovery Process
Examine “ Classic” Cases to Get a Good Insight
Evaluate and Analyze the Pitfalls of Litigation of Associated
Legalities in Debt Recovery
STATISTICS SHOWS THAT… IN-HOUSE DEBT COLLECTION EFFORTS ARE ONLY 70% EFFECTIVE
WITH 90-DAY INVOICES. WHEN THE DEBT REACHED 6 MONTHS,
RETURNS DROP TO 50%
NEARLY 27% OF ACCOUNTS THAT ARE 90 DAYS PAST DUE MAY
NEVER BE COLLECTED. AFTER 6 MONTHS, THAT FIGURE LEAPS TO
44% AVERAGE AND AFTER 1 YEAR, AN ALARMING 75% OF
DELINQUENT ACCOUNTS ARE WRITTEN OFF AS UNCOLLECTIBLE
AN ESTIMATED 46% OF BUSINESS OWNERS DON’T REGULARLY
MONITOR THEIR RECEIVABLES
DAY 3
Module 9: Proceed Legal Action
Why You Should Take Legal Action?
Why You Should Not Take Legal Action?
Module 10: Legal Procedure
What To Do Before Litigation
Contents Of Letter Of Demand
Factors To Consider Before Suing
Preparation For Suing
Preparation For Trial
Enforcement Of Judgments
Module 11: Review Legal Case Studies
Why You Sue But Lost The Case?
Why You Sue And Win The Case?
Breach Of Contract
Why Government Sue And Win The Case?
Module 12: Apply Comprehensive Company Wide Collection Risk
Model (Case Study)
Potential risk
Quantify Collection impact
Review Pre mitigation (collection Impact)
Mitigating Collection strategies & controls
Post Mitigation (collection impact)
Quantify Financial Collection Improvement
Quantify Possible Cost Increase in Collection Strategies
Quantify Cost/benefit
Benefit in Post Collection Mitigation Strategies
Decision Summary Recommended
Calculate ROI
Ranking (priorities collection efforts)
Module 13: Application
Planning
Identify all the Collection Burning Issues
Identify all the Solutions or Alternative Plans
Identify the KPI to the Solutions
Execution
Identify Person in Charge (PIC) to Achieve the Collection KPI
Put in Place a Monitoring Program
Evaluation
Identify All the Challenges/barriers Faced by the PIC
Removing the Barriers by Providing Action Plan
CLIENTS LIST*
*This is a partial clients list of Dr Steven Liew..
“Very effective & the bad cases have improved tremendously. The “human
touch”, negotiation skills learnt, review & monitoring of accounts are really
put to good use” SENIOR INTERNAL AUDITOR
TECHNOLOGY PARK MALAYSIA CORPORATION
“The clear improvement is the boosting of my confidence in negotiation with the
customers on default payment and the many role plays of customer interaction
facilitated by Dr Steven Liew really helped me in the collection process.”
ASSET MANAGER MALAYSIAN DEBT VENTURE
“It gives me now the urgency to train the
down line on the importance of customers & its credit exposure”
MANAGER PROTON EDAR
“After the credit & collection seminar, now I
have a good picture of guiding my credit staffs in the monitoring & collection
process. Today, my Account Receiver (AR) is in a pretty good shape”
FINANCE MANAGER OMNI PRECISION
The Bankruptcy (Amendment) Bill 2016, which was passed in Parliament on 29 March 2016 is set to change the was C&C operates! Among the changes:
Increase of Bankruptcy Threshold from RM 30,000.00 to RM50,000.00
Immunity to Social Guarantors
A Mechanism that Allow Debtors to Negotiate an Arrangement
with Creditors before Legal Proceedings can be Taken
Policy Change to the Bankruptcy Legal Framework
Stringent Requirements for Service of Bankruptcy Papers
Automatic Discharge of Bankruptcy
New Rescue Mechanism: Voluntary Arrangement
DR. STEVEN LIEW is a fellow member of the Chartered Institute of Management Accountants, UK and is a Chartered Accountant by profession. He has an Asia Pacific Executive MBA from the National University of Singapore and a PhD in International Finance with Rushmore University of USA. Dr. Steven has been appointed as the Chief Financial Controller for several private sector companies, ranging from family-run businesses to professionally managed multi-national corporations in South Asia and the ASEAN region. Dr Steven brings to you more than 30 years of working experience in senior financial and operational management positions spearheading the profitability and growth of companies. He has worked for the MBF Finance and its related group of companies over the 10 years before moving on to hold leading posi-tions in Indonesia and Sri Lanka. He is now actively involved in speaking and training in Malaysia, Singapore and the Asia Pacific region. He specializes in GST, Credit Management and Debt Recovery and provides management consultancy and training specializing in Fast Closing Monthly, Leadership, Strategic Planning, KPI, Balanced Scorecard, Budgeting, Accounting, Finance and Financial Management, Cost Reduction, Credit Management and Loan Recovery. Dr. Steven had conducted various seminars for corporate clientele including Antah Schindler, Asian Institute of Chartered Bankers, Association of Credit Management Malaysia, Bank Islam Brunei Darussalam, BICPA Asean Management, Brunei Investment Agency, Chartered Institute of Management Accountants, Continental Tyres, Credit Guarantee Corporation, Diners Club, Elk-Desa Capital, Fuji Xerox, Giant Retail, LexisNexis, Malaysian Institute of Accountants, Malaysian Institute of Management, Ministry of Development Brunei, Ministry of Finance, Ministry of Foreign Affairs Malaysia, Nestle, Perodua, Proton Edar, RISDA, Sabah Electricity, Sime Darby, SME Corporation Malaysia, Sony Malaysia, SPNB, Telekom Brunei, UCSI and UDA Holdings.
SPECIAL PRESENTER KC WONG is currently the CEO of Credit Bureau Malaysia and the 2016-2017 President of the Association
of Credit Reporting Agencies (ACRA). He came to the credit reporting industry following a 23 year career in
investment banking. In 1993, KC was recruited out of graduate business school in the US to work for Morgan
Stanley & Co. and has been with their New York, Tokyo and Hong Kong offices. He left in 1998 to be a Director
of a hedge fund in Hong Kong before returning to Malaysia. In Malaysia, he was with OSK Investment Bank
before moving on to be Director of Equity Derivatives at the AmInvestment Bank Group (AIGB) in 2003, where
his team pioneered the development of the first ETFs in the Malaysian market – the ABF Malaysia Bond ETF
and the FBM30etf.
In late 2007, KC was called to serve as Advisor at the Prime Minister’s Department Economic Planning Unit, to
advise on, the then brewing, Sub-Prime Crisis. After the stint, he rejoined the corporate sector as the CFO for a
listed property holding company. KC returned to investment banking in 2009 when he became Head of Broking
at Hong Leong Investment Bank and subsequently rejoined AmInvestment Bank in mid-2013 as Head of Equity
Markets. In 2014, he also served as President of the Association of Stockbroking Companies Malaysia (ASCM).
KC joined Credit Bureau Malaysia in 2015.
KC Wong has a Masters in International Management from Thunderbird, The American Graduate School of
International Management and is also a GARP (Global Association of Risk Managers) certified Financial Risk
Manager (FRM).
PLEASE COMPLETE THIS FORM IMMEDIATELY AND FAX TO 603 - 9200 3415
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E Registration 0830
Course begins 0900 Morning Refreshment 1030 Luncheon 1300 Afternoon Refreshment 1530 End of the day 1700
INFORMATION For further information on this event,
please contact our Program Managers at +603 8932 5800
or e-mail: [email protected]
T A R G E T A U D I E N C E
PAYMENT
A confirmation letter and invoice will be sent upon
receipt of your registration. Please note that full
payment must be received prior to the event. Two
easy ways to pay:
Telegraphic Transfer
Bank : Public Bank Berhad Branch : Taman Maluri, Kuala Lumpur Malaysia A/C No : 3171123909 Swift Code: PBBEMYKL
All payments by cheque should be made in favour of:
Intelligence Business Networks
160-3-1, Kompleks Maluri
Jalan Jejaka, Taman Maluri
55100 Kuala Lumpur
Note: Payments must be received within 7 days upon
issuance of invoice.
CANCELLATION POLICY
Due to contractual obligations, cancellation charges
are as follow:
Upon Signing Contract : 50% of the workshop fee
30 Days notice : 70% of the workshop fee
14 Days or less notice : 100% of the workshop fee
(*Based on working days only)
However, complete sets of documentation will be sent
to you. Substitutions are welcomed at any time. All
cancellations of registration must be made in writing.
Note: It may be necessary for reasons beyond control,
to change the content and timing of the event,
speaker (s) or venue, every effort will be made to
inform the participants of the change.
VENUE DETAILS
HOTEL ISTANA, KUALA LUMPUR 73 Jalan Raja Chulan, 50200 Kuala Lumpur, Malaysia Tel : 603 2141 9988 Fax : 603 2144 1245 Room Reservation can be made by delegates directly with the hotel. To enjoy privileged room rates, please state you’re attending an event organized by IBN International. Please call Mr. Chang K H at 603 2141 9988 or email: [email protected]
CERTIFICATE
Delegates who successfully complete this
course will receive the prestigious IBN’s
Certificate of Achievement; a statement of
Intelligence endorsed by world renowned
subject matter expert.
Credit Management Accounts Receivable Revenue Collections Cash Management Treasury Sales Ledger Commercial Services Business Services Trade Credit Billing Services Legal Revenue & Collection
Credit Control Training Credit & Collection Finance & Account Loan Management Debt Management Sales and Marketing Loan Recovery Credit Analysis Debt Recovery Credit Management Business Development
Customer Financial Services Cash Management Revenue Protection Credit Risk & Policy Credit Administration Revenue Cycle Services Loan Remedial Trade Credit Loan Review Credit Administration Loan Rehabilitation Sales
THIS EXECUTIVE WORKSHOPS IS EXCLUSIVELY DESIGNED FOR
Senior Managers, Managers, Analysts, Advisors, Head of Departments, Executives,
Business Owners and Entrepreneurs with the following responsibilities:
PARTICIPANT DETAILS
Name 1 Job title
Yes, I would like to attend □ Workshop A & B □ Workshop A Only □ Workshop B Only
Name 2 Job title
Yes, I would like to attend □ Workshop A & B □ Workshop A Only □ Workshop B Only
Name 3 Job title
Yes, I would like to attend □ Workshop A & B □ Workshop A Only □ Workshop B Only
IBN
WORKSHOP A:
CUSTOMER– CENTRIC COLLECTIONS & NEGOTIATION
15 & 16 MAY 2017 - HOTEL ISTANA, KUALA LUMPUR
WORKSHOP B:
LEGAL FRAMEWORK IN DEBT RECOVERY AND
EFFECTIVE OUT-OF-COURT SETTLEMENT
17 MAY 2017 - HOTEL ISTANA, KUALA LUMPUR
HRDF CLAIMABLE
NO SIRI : 576479X
PLEASE REGISTER MY TEAM FOR THE LOCATION BELOW
(name in full)
Price in Malaysian Ringgit (RM)
SUPER SPECIAL RATE
SPECIAL RATE REGULAR RATE GROUP OFFER
REGISTER BY REGISTER BY REGISTER AFTER 10% for 3rd and
subsequent delegates from
same organization
2-Apr-17 10-Apr-17 10-Apr-17
WORKSHOP A + B 3990 4490 4990
WORKSHOP A ONLY(2 DAYS) 2990 3290 3590
WORKSHOP B ONLY(1 DAY) 1990 2290 2590