Product Training Document: YES Bank Tele Collection for 120 Days Past Due Customers

Objective:
This document aims to provide comprehensive training to the YES Bank Tele Collection
Team specifically focused on managing customers who are 120 days past due on their
payments. The goal is to equip collection agents with the necessary knowledge, skills, and
strategies to effectively engage with these customers, negotiate repayment solutions, and
minimize losses for the bank.

Introduction to Tele Collection for 120 Days Past Due Customers:

Customers who are 120 days past due represent a critical stage in the collection process. At
this point, proactive and strategic interventions are crucial to maximize recovery and mitigate
potential losses for YES Bank.

Key Components of Tele Collection for 120 Days Past Due Customers:
1. Understanding Customer Behavior:
- Collection agents must analyze the behavior patterns of customers who are 120 days past
due to identify potential reasons for non-payment and tailor their approach accordingly.

2. Empathy and Active Listening:

- Empathetic communication and active listening are essential skills for engaging with
customers who may be facing financial difficulties. Collection agents should demonstrate
understanding and offer support while addressing payment concerns.

3. Negotiation and Persuasion:

- Collection agents should be proficient in negotiation techniques to persuade customers to
commit to repayment plans or settlements. They should present viable options that align with
the customer's financial capabilities and YES Bank's recovery objectives.

4. Compliance and Regulatory Adherence:

- Adherence to regulatory guidelines and YES Bank's internal policies is paramount.
Collection agents must ensure that all communication and collection activities comply with
legal and ethical standards.

Training Modules:
1. Product Knowledge:
- Thorough understanding of YES Bank's loan products, credit card offerings, and
associated terms and conditions relevant to customers who are 120 days past due.

2. Customer Psychology and Behavior Analysis:

- Training on interpreting customer behavior, identifying triggers for non-payment, and
applying appropriate communication strategies based on individual circumstances.

3. Communication Skills:
- Effective communication techniques for building rapport, demonstrating empathy, and
gaining customer cooperation in repayment discussions.

4. Negotiation Strategies:
- Role-playing exercises and case studies to develop negotiation skills, including objection
handling, offer presentation, and closing techniques.
5. Regulatory Compliance Training:
- Overview of legal requirements governing debt collection practices, including the Fair
Debt Collection Practices Act (FDCPA) and relevant Indian regulations laid by IIBF.

Conclusion:
The success of YES Bank's Tele Collection Team in managing customers who are 120 days
past due hinges on a combination of effective communication, negotiation, and compliance
adherence. By investing in comprehensive training and ongoing support, YES Bank can
empower its collection agents to navigate this critical stage of the collection process with
professionalism, empathy, and efficiency, ultimately maximizing recovery efforts while
preserving customer relationships.

*Note: Continuous monitoring, feedback, and skill reinforcement are essential to ensure the
ongoing effectiveness of the Tele Collection Team.*