Strategic Debt Recovery for Business Sustainability

Upon successful completion of this training, participants will be able to:
Knowledge & Understanding

• Explain how Malaysia’s debt recovery landscape operates, including regulatory, ethical, and legal frameworks.
• Recognize the causes and patterns of non-payment and delinquency.

Practical Skills

• Apply effective communication, listening, and negotiation skills during debt collection.
• Develop and use structured tools such as recovery dashboards, trackers, and LOD templates.
• Design a comprehensive recovery plan with KPIs and timelines.

Professional Attitudes

• Demonstrate professionalism, empathy, and self-control during high-pressure situations.
• Uphold compliance, integrity, and respect for ethical boundaries in all collection practices.
• Cultivate a proactive mindset in preventing bad debts and improving organizational cash flow.

• Credit & Collection Officers
• Finance and Accounts Personnel
• Recovery Managers & Team Leaders
• SME Business Owners & Entrepreneurs
• Anyone involved in debt collection, risk, or credit operations

Day 1 – Foundations & Communication Mastery

Module 1: Foundations and Strategies for Debt Recovery

• Overview of Malaysia’s debt recovery environment
• Causes of non-payment and customer behaviors
• Challenges faced in collection and recovery
• Key industry terminologies

Module 2: Communication Techniques in Debt Recovery

• Crafting effective call and email scripts
• Assertive yet respectful communication
• Listening and questioning techniques
• Structured follow-up planning

Module 3: Negotiation & Conflict Management

• Understanding debtor behavior types
• Effective negotiation and persuasion methods
• Maintaining professionalism under pressure
• Conflict resolution and de-escalation

Module 4: Managing Emotions & Ethical Boundaries

• Emotional intelligence and stress management
• Recognizing burnout and managing reactions
• Ethical and legal limits in collection practices
• Professionalism and compliance in recovery work

Day 2 – Strategy, Systems & Legal Execution

Module 5: Credit Risk Assessment & Early Warning Signs

• Customer profiling and behavior analysis
• Spotting red flags of potential non-payment
• Importance of credit policies and frameworks
• Proactive vs reactive risk management

Module 6: Debt Collection Strategies & Tools

• Debt portfolio segmentation
• Setting recovery timelines and triggers
• Documentation and record-keeping best practices
• Developing performance reports and dashboards

Module 7: Legal Aspects of Debt Recovery

• Legal escalation options and thresholds
• Drafting an effective Letter of Demand (LOD)
• Court processes: small claims and civil suits
• Engaging and managing collection agencies

Module 8: Recovery Planning & Action Framework

• Setting KPIs for collection success
• Workflow optimization and accountability
• Creating a comprehensive recovery roadmap
• Aligning recovery strategies with business objectives

The training methodology includes:

• Interactive lectures & facilitator-led discussions
• Case studies and scenario analysis
• Group activities and role plays
• Hands-on project and reflection exercises
• Feedback, debrief, and coaching
• Pre-Test will measure baseline knowledge.
• Post-Test will assess understanding and learning outcomes after program completion.

REYNUHADEVI RAMACHANDRAN (REYNU)
Corporate Trainer | Consultant | Financial & Business Strategist

Professional Summary
Reynuhadevi Ramachandran (Reynu) is a dynamic, results-driven corporate trainer and business strategist with over 20 years of experience in financial management, business consulting, leadership development, organizational development, HR, and administration. She brings a strong corporate foundation from the banking and financial services sector, having held key leadership roles at CIMB Bank and AEON Credit Service (M) Berhad, where she led Business Development, Sales & Marketing, Product Development, P&L and Budget Management, Operations, Insurance, and Credit Recovery.

Since transitioning into full-time training and consulting in 2019, Reynu has built a distinguished reputation for delivering transformative programs for financial institutions, SMEs, MNCs, government agencies, and start-ups. Her ability to integrate real-world experience, strategic insights, and people-centered facilitation allows her to simplify complex business challenges into practical, actionable solutions.

She is also a strong advocate for women’s economic empowerment. Through collaborations with Ministries and NGOs, she has trained over 800 B40 and M40 women in financial literacy, entrepreneurship, and personal development.

As an HRD Corp–accredited trainer, Reynu is widely recognized for her engaging personality, strategic thinking, and strong rapport with C-suite leaders, managers, and operational teams across industries.

Academic & Professional Qualifications

• Bachelor’s Degree in Finance
• Master of Business Administration (MBA), University of Ballarat, Victoria, Australia
• HRD Corp Accredited Trainer (Malaysia)

Areas of Expertise

• Financial Management & Financial Literacy
  • Business Development & Strategic Planning
  • Leadership & People Development
  • Organizational Development & Change Management
  • Customer Service & Customer Experience
  • Sales, Marketing & Negotiation
  • Credit Recovery & Debt Management
  • Credit Consulting & Risk Management
  • Entrepreneurship & SME Advisory
  • HR, Operations & Administrative Management

Training & Consulting Experience

HRD Corp Accredited Trainer (2019 – Present)
Delivered high-impact corporate and public programs in areas including:
• Leadership & Supervisory Skills
• Financial Literacy & Financial Management
• Business Strategy & Operational Excellence
• Customer Service & Communication Skills
• Credit Recovery, Debt Management & Negotiation
• Entrepreneurship & Women Empowerment Programs
• Personal Effectiveness, Mindset & Self-Development

Women Empowerment & Community Programs
• Trained over 800 women (B40 & M40) in financial literacy, entrepreneurship, mindset transformation, and income-generating skills.
• Worked with Women’s Ministries, NGOs, and community organizations on capacity-building initiatives.

Industry Experience

Leadership Roles – CIMB Bank & AEON Credit Service (M) Berhad
• Led Business Development, Sales & Marketing, Product Development
• Managed P&L, budgeting, and operational strategies
• Overseeing Insurance, Credit Recovery, Risk Assessment, and Customer Solutions
• Led high-performing teams across core business functions

Business & Financial Consultant
• Provides advisory in financial management, risk mitigation, business expansion, and operational optimization.
• Works with SMEs, start-ups, and corporate organizations on strategic growth projects.

Industries Trained & Consulted

• Banking & Financial Services
  • Insurance & Risk Management
  • Education & Training
  • Telecommunications
  • Logistics & Transportation
  • Manufacturing & Engineering
  • Retail, Services & SMEs
  • Government, NGOs & Community Organizations
  For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123

Upon successful completion of this program, you will receive a Certificate of Achievement.

1. By Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. Bank Transfer- You can also opt to bank transfer payment via local / international banks. Please send payment slip as proof of payment.
3. HRD Corp Claimable Courses Skim Bantuan Latihan Khas - Applicable to Malaysian Employer Only

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