WEDNESDAY: 6 December 2023. Morning Paper. Time Allowed: 3 hours.
Answer ALL questions. Marks allocated to each question are shown at the end of the question. Do NOT write anything on this paper.
QUESTION ONE
1. Explain the term “Debt counselling”. (2 marks)
Highlight FOUR signs that could point that a customer requires debt counselling. (4 marks)
2. Outline SIX benefits of a centralised debt collection unit. (6 marks)
3. Discuss FOUR causes of customers’ vulnerability. (8 marks)
(Total: 20 marks)
QUESTION TWO
1. Distinguish between “debt objection” and “debt condition”. (4 marks)
2. Suggest FOUR steps that a credit controller should follow when implementing early payment discounts. (8 marks)
3. Describe FOUR types of emails that could be sent to customers by credit controllers. (8 marks)
(Total: 20 marks)
QUESTION THREE
1. Describe TWO contents of a retention of title clause. (4 marks)
2. Examine FOUR reasons of updating a debt collection policy. (8 marks)
3. Explain the term “debt collection call centre”. (2 marks)
Summarise SIX roles of a debt collection call centre manager. (6 marks)
(Total: 20 marks)
QUESTION FOUR
1. Describe THREE activities involved in the settlement of a letter of credit. (6 marks)
2. Highlight SIX practices prohibited by fair debt collection regulations. (6 marks)
3. Discuss FOUR techniques that could be used by debt collectors to solve problems of debtors experiencing payment difficulties. (8 marks)
(Total: 20 marks)
QUESTION FIVE
1. Enumerate SIX types of clutter transactions in customers’ accounts. (6 marks)
2. State SIX features of effective collection letters. (6 marks)
3. With reference to Data Protection Act, analyse FOUR principles of data protection. (8 marks)
(Total: 20 marks)
