Collections, Colonoscopy. What's the Diff?

It's a fact of life. No one likes to talk about a Colonoscopy or Collections. It just seems too unpleasant. But like that unmentionable medical procedure, it is hard to understate how important a good collection department is to your (fiscal) health. It's no fun, but you should thoroughly review the collection process on a monthly basis. Set up a sub-committee if you don't have the time.

If you have been around the financial industry for any length of time, you know that an effective collections policy and procedure often makes the difference between operating at a profit or a loss. That said, please keep in mind that your collectors are not miracle workers. While collectors are often your unsung heroes, if a loan is bad when you book it, there is little a collector can do to rescue the day.

Some basic effective collection rules: 1. Your telephone is your most effective collection tool - make a courtesy call as early as ten days delinquent. A follow up call AS SOON AS the member misses a "promised payment" is imperative. 2. Be nice and treat people with dignity and respect. Bad things happen to good people and in many cases, your member may just need some coaching to get through difficult times. 3. It's collections 101 that "your first loss is your smallest loss". Be careful when restructuring a loan, if you have to repossess the property at a later date, you could end up with a higher deficiency balance. 4. Do a charge-off "autopsy" on all charged-off loans. Why did the loans end up as a loss? Look for trends by loan officer, lack of collection follow-up, high loan-to-value, liberal loan policies, poor underwriting, etc. The key is to avoid making the same mistakes over and over.

Just a rhetorical question, please do not answer . . . how does one decide that one wants to become a Proctologist? Or a collector for that matter.