Certified Debt Recovery Agent

VS-1097
Certified Debt Recovery Agent
www.vskills.in


C CC Certified ertified ertified ertified Debt Recovery Agent Debt Recovery Agent Debt Recovery Agent Debt Recovery Agent
Certification Code Certification Code Certification Code Certification Code VS-1097
Vskills certification for Debt Recovery Agent assesses the candidate as per the copany!s
need for recovery of debt prod"cts #hich are to be recovered as per the proced"res
andated by R$%& 'he certification tests the candidates on vario"s areas in debt recovery(
R$% g"idelines and ethics #hich incl"de the kno#ledge of legal aspects of debt recovery(
debt prod"cts( cop"ters( f"nctions of a debt recovery agent( skills and strategies for debt
recovery and right and d"ties of a debt recovery agent&

)hy sho"ld one take this certification* )hy sho"ld one take this certification* )hy sho"ld one take this certification* )hy sho"ld one take this certification*
'his Co"rse is intended for professionals and grad"ates #anting to e+cel in their chosen
areas& %t is also #ell s"ited for those #ho are already #orking and #o"ld like to take
certification for f"rther career progression&

,arning Vskills Debt Recovery Agent Certification can help candidate differentiate in
today-s copetitive .ob arket( broaden their eployent opport"nities by displaying
their advanced skills( and res"lt in higher earning potential&

)ho #ill benefit fro taking this certification* )ho #ill benefit fro taking this certification* )ho #ill benefit fro taking this certification* )ho #ill benefit fro taking this certification*
/ob seekers looking to find eployent in $anks( ,lectricity copanies( 0obile
copanies and recovery agencies or recovery departents of vario"s copanies( st"dents
generally #anting to iprove their skill set and ake their CV stronger and e+isting
eployees looking for a better role can prove their eployers the val"e of their skills
thro"gh this certification& An individ"al can also start a debt recovery agency of o#n and be
self-eployed&
'est Details 'est Details 'est Details 'est Details
D"ration1 D"ration1 D"ration1 D"ration1 20 in"tes
3o& of 4"estions1 3o& of 4"estions1 3o& of 4"estions1 3o& of 4"estions1 50
0a+i" arks1 0a+i" arks1 0a+i" arks1 0a+i" arks1 50( 6assing arks1 75 8509:
'here is no negative arking in this od"le&
;ee Str"ct"re ;ee Str"ct"re ;ee Str"ct"re ;ee Str"ct"re
Rs& 7(000<- 8%ncl"des all ta+es:
Copanies that h Copanies that h Copanies that h Copanies that hire Vskills Certified ire Vskills Certified ire Vskills Certified ire Vskills Certified Debt Recovery Agent Debt Recovery Agent Debt Recovery Agent Debt Recovery Agent
Debt Recovery agents are in great deand& Copanies speciali=ing in debt recovery or
bills recovery are constantly hiring skilled debt recovery agents& Vario"s p"blic and private
copanies also need debt recovery agent for their debt recovery departents&


Certified Debt Recovery Agent
www.vskills.in

'able of Content 'able of Content 'able of Content 'able of Contents ss s

1& 1& 1& 1& $asics of $anking $asics of $anking $asics of $anking $asics of $anking
1.1 Principles of Banking
1.2 Structure of Banking
1.3 Function of Banking
1.4 Deposits Opening and Operations
1.5 Deposits and Types

7& 7& 7& 7& C"stoer Relationship C"stoer Relationship C"stoer Relationship C"stoer Relationship
2.1 Customer and relationships types
2.2 Secrecy and Disclosure
2.3 Precautions while disclosing
2.4 Opinions reports

>& >& >& >& A0? and @AC A0? and @AC A0? and @AC A0? and @AC
3.1 Basics of KYC
3.2 KYC Norms
3.3 Key elements of know your customer
3.4 Money laundering
3.5 Role of Banks

B& B& B& B& , ,, ,- -- -$anking $anking $anking $anking
4.1 Basics of E-banking
4.2 E-banking products

5& 5& 5& 5& Copliance and ?egal Copliance and ?egal Copliance and ?egal Copliance and ?egal
5.1 Consumer Rights
5.2 Consumer Rights Importance
5.3 Legal aspect of agents contract
5.4 Consumer Rights Importance
5.5 Features and elements of debt recovery
5.6 Legal and regulatory framework for debt recovery

2& 2& 2& 2& $anking 6rod"cts $anking 6rod"cts $anking 6rod"cts $anking 6rod"cts
6.1 Loans
6.2 Credit Cards
6.3 Debit Cards
6.4 Other Banking Products

7& 7& 7& 7& Cther Credit 6rod"cts Cther Credit 6rod"cts Cther Credit 6rod"cts Cther Credit 6rod"cts
7.1 Electricity Bill
7.2 Mobile Bills
7.3 Other Credit Products
Certified Debt Recovery Agent
www.vskills.in


D& D& D& D& ;"nctions of DRA ;"nctions of DRA ;"nctions of DRA ;"nctions of DRA
8.1 Dues Collection
8.2 Remittance of collected funds
8.3 Book Keeping
8.4 Documenting & Reporting
8.5 Re-possession of security
8.6 Legal action
8.7 Tracing debtors
8.8 Compilation of opinion reports

9& 9& 9& 9& Debt Recovery 6roced"re Debt Recovery 6roced"re Debt Recovery 6roced"re Debt Recovery 6roced"re
9.1 General guidelines
9.2 Debt recovery policy
9.3 Debt recovery processes
9.4 Debt recovery procedure

10& 10& 10& 10& Skills And Strategies Cf Debt Recovery Skills And Strategies Cf Debt Recovery Skills And Strategies Cf Debt Recovery Skills And Strategies Cf Debt Recovery
10.1 Skills Needed
10.2 Communication skills
10.3 Listening skills
10.4 Inter-personal skills
10.5 Persuasive skills
10.6 Negotiation skills
10.7 Dealing with difficult debtors
10.8 Strategy for recovery

11& 11& 11& 11& Rights And D"ties Cn DRA Rights And D"ties Cn DRA Rights And D"ties Cn DRA Rights And D"ties Cn DRA
11.1 Introduction
11.2 Right to remuneration
11.3 Right to retainer
11.4 Right to compensation
11.5 Right to indemnity
11.6 Duty to follow instructions
11.7 Duty to follow trade customs
11.8 Duty to exercise care and skill
11.9 Duty to communicate
11.10 Duty to render accounts
11.11 Duty to remit money
11.12 Duty not to delegate
11.13 Duty of confidentiality

17& 17& 17& 17& Asset Classification Asset Classification Asset Classification Asset Classification
12.1 Basics
12.2 Standard Assets
12.3 Sub-standard Assets
Certified Debt Recovery Agent
www.vskills.in

12.4 Doubtful Assets
12.5 Loss Assets

1>& 1>& 1>& 1>& 3otices and ;ors 3otices and ;ors 3otices and ;ors 3otices and ;ors
13.1 Acknowledgement Letter
13.2 Assignment form Impound order
13.3 Authorization to take possession
13.4 Bid Form
13.5 Condition Reports
13.6 Personal Property Inventory
13.7 Personal Property Notification Letter
13.8 Personal Property release form
13.9 Skiptracing work Sheet
13.10 Transport Release
13.11 Vehicle Release Debt

1B& 1B& 1B& 1B& %nternational Debt Re %nternational Debt Re %nternational Debt Re %nternational Debt Recovery 6ractices covery 6ractices covery 6ractices covery 6ractices
14.1 Introduction
14.2 Practices in the USA
14.3 Practices in the UK
14.4 Debt Collectors donts
14.5 Debt Collectors dos

15& 15& 15& 15& Code of ,thics Code of ,thics Code of ,thics Code of ,thics
15.1 Organizational Guidelines
15.2 RBI Guidelines

12& 12& 12& 12& $asic Arithetic $asic Arithetic $asic Arithetic $asic Arithetic
16.1 Multiplication
16.2 Division
16.3 Fraction
16.4 Percentages

17& 17& 17& 17& Co"nication Skills Co"nication Skills Co"nication Skills Co"nication Skills
17.1 Importance of Communication
17.2 Basics of Communication
17.3 Communication types
17.4 Communication Barriers
17.5 Verbal Communication
17.6 Non-Verbal Communication
17.7 Communication Skills Development
17.8 Business Letter

1D& 1D& 1D& 1D& ,ti4"ette( anners and grooing ,ti4"ette( anners and grooing ,ti4"ette( anners and grooing ,ti4"ette( anners and grooing
18.1 Etiquette
18.2 Grooming
Certified Debt Recovery Agent
www.vskills.in

18.3 Manners

19& 19& 19& 19& 6lanning and organi=ing tech 6lanning and organi=ing tech 6lanning and organi=ing tech 6lanning and organi=ing techni4"es ni4"es ni4"es ni4"es
19.1 Planning Techniques
19.2 Organizing Techniques
19.3 Time Management

70& 70& 70& 70& Stress 0anageent Stress 0anageent Stress 0anageent Stress 0anageent
20.1 Stress Management
20.2 Causes of Stress
20.3 Signs of stress
20.4 Techniques of Stress Management

71& 71& 71& 71& 'ea )ork 'ea )ork 'ea )ork 'ea )ork
21.1 Formation of a Team

77& 77& 77& 77& Cop"ters $asics Cop"ters $asics Cop"ters $asics Cop"ters $asics
22.1 Introduction - What is Computer?
22.2 Characteristics of computer
22.3 Commonly Used Computer Terms
22.4 Units of a computer system
22.5 Representation of information
22.6 Basic Operations of a Computer Input, Process and Output
22.7 Input Devices
22.8 Output Devices
22.9 Storage Devices
22.10 Types of Software
22.11 Disk Organization Terms

7>& 7>& 7>& 7>& )indo#s E6 )indo#s E6 )indo#s E6 )indo#s E6
23.1 Operating System
23.2 User Interface
23.3 Windows XP Professional
23.4 Using the Mouse
23.5 The Desktop
23.6 The Task Bar
23.7 The Start Menu
23.8 Windows Explorer
23.9 The Control Panel

7B& 7B& 7B& 7B& 0S 0S 0S 0S - -- - )ord )ord )ord )ord
24.1 File Management
24.2 Moving in a document
24.3 Selecting Text
24.4 Printing of documents
24.5 Previewing a document
Certified Debt Recovery Agent
www.vskills.in

24.6 The Formatting Toolbar Icons
24.7 Editing Text
24.8 Headers and Footers
24.9 Font Formatting
24.10 Bullets and Numbering
24.11 Document Enhancement
24.12 Drop Capital
24.13 Change Case
24.14 Multiple Columns
24.15 Mail Merge
24.16 Tables

75& 75& 75& 75& 0S 0S 0S 0S- -- -,+cel ,+cel ,+cel ,+cel
25.1 MS-EXCEL Window Elements
25.2 File Management
25.3 Page Setup
25.4 Preset Headers and Footers
25.5 Printing document
25.6 Selecting cells and data ranges
25.7 Editing data
25.8 Functions in Excel

72& 72& 72& 72& 0S 0S 0S 0S- -- -6o#er 6oint 6o#er 6oint 6o#er 6oint 6o#er 6oint
26.1 Loading of PowerPoint
26.2 Starting with a presentation
26.3 File Management
26.4 Different Views
26.5 Editing the document
26.6 Modifying the document
26.7 Working of a Slide Show

77& 77& 77& 77& %nternet %nternet %nternet %nternet
27.1 Networking Concepts
27.2 Network types
27.3 Internet
27.4 Windows Networking terms
27.5 Sharing Local Printer
27.6 Connecting to a Network Printer
27.7 Email
27.8 Sending an E-mail Message from Outlook
27.9 Sending email from Google's Gmail
27.10 Download from Internet





Certified Debt Recovery Agent
www.vskills.in

Co"rse C"tline Co"rse C"tline Co"rse C"tline Co"rse C"tline

$asics of $anking $asics of $anking $asics of $anking $asics of $anking
Understanding the principles, structure and function of banking
Explaining deposits and its types
Describing the process of deposits opening and operations

C"stoer Relationship C"stoer Relationship C"stoer Relationship C"stoer Relationship
Illustrating customer and customer relationships types
Elucidating the maintenance of secrecy and disclosure of information
Describing opinions reports and precautions during information disclosure

A0? and @AC A0? and @AC A0? and @AC A0? and @AC
Describing the basics of KYC and KYC Norms
Explaining the key elements of know your customer or KYC
Illustrating money laundering and the role of banks

, ,, ,- -- -$anking $anking $anking $anking
Elucidating the basics of e-banking and various e-banking products

Copliance and ?e Copliance and ?e Copliance and ?e Copliance and ?egal gal gal gal
Highlighting the significance of consumer rights
Understanding the legal aspect of agents contract
Explaining the features and elements of debt recovery
Describing the legal and regulatory framework for debt recovery

$anking 6rod"cts $anking 6rod"cts $anking 6rod"cts $anking 6rod"cts
Understanding the various banking debt products like loans, credit cards, debit cards
and other banking products

Cther Credit 6rod"cts Cther Credit 6rod"cts Cther Credit 6rod"cts Cther Credit 6rod"cts
Describing other debt products like electricity bill, mobile bills and other credit
products

;"nctions of DRA ;"nctions of DRA ;"nctions of DRA ;"nctions of DRA
Explaining the functions of DRA like dues collection, remittance of collected funds,
book keeping, documenting & reporting
Understanding re-possession of security and legal action
Describing the techniques for tracing debtors and compilation of opinion reports

Debt Recovery 6roced"re Debt Recovery 6roced"re Debt Recovery 6roced"re Debt Recovery 6roced"re
Illustrating the general guidelines , policy and debt recovery process


Certified Debt Recovery Agent
www.vskills.in

Skills And Strategies Cf Debt Recovery Skills And Strategies Cf Debt Recovery Skills And Strategies Cf Debt Recovery Skills And Strategies Cf Debt Recovery
Understanding the skills needed for a DRA like skills for communication, listening,
inter-personal, persuasive and negotiation
Explaining the process to deal with difficult debtors and strategy for recovery

Rights And D"ties Cn DRA Rights And D"ties Cn DRA Rights And D"ties Cn DRA Rights And D"ties Cn DRA
Describing the various rights of a DRA for remuneration, right to retainer,
compensation and indemnity
Explaining the duties of DRA to follow instructions, follow trade customs, exercise
care and skill, communicate, render accounts, remit money, not to delegate and
confidentiality

Asset Classification Asset Classification Asset Classification Asset Classification
Explaining the basics of asset classification
Describing the concept of standard, sub-standard, doubtful and loss assets

3otices and ;ors 3otices and ;ors 3otices and ;ors 3otices and ;ors
Understanding acknowledgement letter, assignment form impound order,
authorization to take possession, bid form and condition reports
Describing the listing and usage of personal property inventory, notification letter and
personal property release form
Describing the skip tracing work sheet, transport release and vehicle release debt

%nterna %nterna %nterna %nternational Debt Re tional Debt Re tional Debt Re tional Debt Recovery 6ractices covery 6ractices covery 6ractices covery 6ractices
Explaining the practices in the USA and UK with dos and donts for DRA

Code of ,thics Code of ,thics Code of ,thics Code of ,thics
Illustrating the organizational and RBI guidelines for debt recovery agents

$asic Arithetic $asic Arithetic $asic Arithetic $asic Arithetic
Practicing multiplication, division, fraction and percentages as needed by a DRA

Co"nication Skills Co"nication Skills Co"nication Skills Co"nication Skills
Understanding the importance of communication
Describing the basics of communication and its types and barriers
Detailing verbal and non-verbal communication with steps for communication skills
development
Explaining the writing of a business letter

,ti4"ette( anners and grooing ,ti4"ette( anners and grooing ,ti4"ette( anners and grooing ,ti4"ette( anners and grooing
Understanding etiquette, grooming and manners

6lanning and organi=ing tech 6lanning and organi=ing tech 6lanning and organi=ing tech 6lanning and organi=ing techni4"es ni4"es ni4"es ni4"es
Describing planning, organizing techniques and time management for achieving goals
on the job
Certified Debt Recovery Agent
www.vskills.in

Stress 0anageent Stress 0anageent Stress 0anageent Stress 0anageent
Explaining causes and signs of stress
Describing the techniques for stress management

'ea )ork 'ea )ork 'ea )ork 'ea )ork
Illustrating the steps for formation of a team and team spirit

Cop"ters $asics Cop"ters $asics Cop"ters $asics Cop"ters $asics
Describing the basics and characteristics of computer
Explaining commonly used computer and disk organization terms
Illustrating the operations of a computer and its various devices for input,
output and storage
Understanding the various types of software

)indo#s E6 )indo#s E6 )indo#s E6 )indo#s E6
Understanding the concept of operating system, user interface and Windows XP
Describing the techniques for using the mouse
Explaining the basic Windows components like the desktop, task bar, start menu,
windows explorer and the control panel

0S 0S 0S 0S - -- - )ord )ord )ord )ord
Illustrating basics of file management in MS-Word
Detailing the process to move in a document, selecting and editing text, document
printing and previewing a document
Understanding the formatting toolbar
Describing the usage of headers and footers
Elucidating the techniques of font formatting, bullets and numbering, document
enhancement, drop capital, change case, multiple columns, mail merge and tables

0S 0S 0S 0S- -- -,+cel ,+cel ,+cel ,+cel
Understanding the elements of MS-Excel window
Describing file management and printing document
Explaining the basics of page setup, preset headers and footers, selecting cells and
data ranges, editing data and functions in excel

0S 0S 0S 0S- -- -6o#er 6oint 6o#er 6oint 6o#er 6oint 6o#er 6oint
Describing file basics of PowerPoint and process of starting with a presentation
Explaining the file management and different views in Power Point
Understanding the editing of the presentation document and working of a slide show

%nternet %nternet %nternet %nternet
Describing the basic concepts of networking, network types, internet and windows
networking terms with steps for sharing local printer and connecting to a network printer
Explaining email and process of sending an e-mail message from outlook and
google's gmail along with steps to download from internet
Certified Debt Recovery Agent
www.vskills.in


Saple F"estions Saple F"estions Saple F"estions Saple F"estions
1& 1& 1& 1& 'he 'he 'he 'he ter '?D e+pands to ter '?D e+pands to ter '?D e+pands to ter '?D e+pands to GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG&
A& 'op ?evel Directory
$& 'op ?evel Doain
C& 'op ?ayer Directory
D& 3one of the above

7 77 7& 'he & 'he & 'he & 'he >01 redirect is "sed for >01 redirect is "sed for >01 redirect is "sed for >01 redirect is "sed for GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG&
A& 3ot fo"nd page redirection
$& 0issing page redirection
C& Server error page redirection
D& 3one of the above

> >> >& 'he & 'he & 'he & 'he ter C0S refers to ter C0S refers to ter C0S refers to ter C0S refers to GGGGGGGGG GGGGGGGGG GGGGGGGGG GGGGGGGGGGGGGGGG& GGGGGGG& GGGGGGG& GGGGGGG&
A& Citation 0anageent Syste
$& Content 0aster Syste
C& Content 0anageent Syste
D& 3one of the above

B BB B& & & & 'he ter #hich describes the #ay that search engines consistently t#eak and 'he ter #hich describes the #ay that search engines consistently t#eak and 'he ter #hich describes the #ay that search engines consistently t#eak and 'he ter #hich describes the #ay that search engines consistently t#eak and
evolve their ranking algoriths is evolve their ranking algoriths is evolve their ranking algoriths is evolve their ranking algoriths is GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG&
A& 6erafl"+
$& Algofl"+
C& ;l"+algo
D& 3one of the above

5 55 5& 'he & 'he & 'he & 'he split test is also kno#n as split test is also kno#n as split test is also kno#n as split test is also kno#n as GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG& GGGGGGGGGGGGGGGG&
A& A<$ 'est
$& Conversion test
C& Change test
D& 3one of the above


Answers: 1 (B), 2 (B), 3 (C), 4 (A), 5 (A)