Collection operations, Customer meeting etiquettes, anger management, DRA-legal and regulatory framework, roles and responsibilities of Debt Recovery Agents, rights of the loan defaulter, Integrated Banking Ombudsman Scheme, Debt Recovery Policy, Debt Recovery Procedure, Code of Conduct for DRAs, Soft Skills for recovery, Emotional Intelligence, Strategy for recovery, Credit counselling, rights and duties of recovery agents, Fair Practices code for lenders.
