CLAD

Collective Learning and Development Pty Ltd ("CLAD") is a Registered Training Organisation specialising in financial services customer relationship courses, in particular, credit and receivables management. CLAD is part of the National Training Framework and is a subsidiary of Collection House Limited, a company listed on the Australian Stock Exchange.

CLAD is unique in that it does not exist in isolation. It is a fully integrated and supported subsidiary of Collection House Limited sharing significant resources. The Collection House Limited website is available here.

Our Unique Proposition for you

CLAD has an expanding audio resource library of material that is used within its customer service training. These non-scripted consensual Collection House Limited calls are real case study examples that demonstrate relevancy and recency. They show “how to do something” and “how not to do something”. CLAD is also able to help your organisation train by using your own audio voice recordings.

Let the Government help pay for the training

Why not let the Government assist in paying for your training. Under the Australian Apprenticeship or Traineeship program, you can enter into a training contract with your employee to provide subsidised training outcomes. Just ask us how?

Testimonial

"We are extremely impressed with the quality of this Assertive Debt Conversations Training. The training has been designed and targeted for the audience and has provided Customer Service Officers with tips, techniques and the skills to effectively negotiate with customers"

"I provide strong endorsement of the skills, abilities and professionalism of CLAD to increase the skills of frontline staff in debt recovery"

Testimonial from The Director of Non-Compliance, The Child Support Agency (Australian Government) after CLAD provided national in-house training to over 460 customer service officers in 2011.

Recognition of Prior Learning can save you $$$

Recognition of Prior Learning is the process that recognises a student's current skills and experience regardless of where and when the learning occurred. CLAD is able to work with your staff to identify parts of the course the student has undertaken prior relevant studies or can demonstrate that they already have and use the required competency. Click here for details.

Our Trainers are experienced Collection Professionals

CLAD’s trainers usually have over six years collection and customer service experience. They are not just professional trainers but professional operational managers as well. They have real experience to share.

Mercantile (Collection) Courses

CLAD currently offers a Certificate III in Mercantile Agent (FNS30410). Click here for information on this course. Our focus is assertive, practical, quality and ethical customer service and collection techniques totally tailored to your needs for example:

  • Negotiation Principles
  • Assertive Debt Conversations
  • Dealing with Difficult Behaviour
  • Conflict Resolution
  • Profiling the Customer
  • National Credit Code, Privacy or ASIC-ACCC Collection Guidelines
  • Skip Tracing
  • Questioning Techniques

Management (Leadership) Courses

We can offer a variety of leadership courses, but can also tailor material and content to meet your requirements and training objectives. Click here for details.

CAPI Licences

In the State of New South Wales, the Commercial Agents and Private Inquiry Agents Act 2004 (CAPI) requires all Mercantile Agents to be licensed. One of the licence application criteria is for the individual to have qualifications in Certificate III in Financial Services (Mercantile Agent). Click here for details.

Online Training Module

We can provide off the shelf or tailored solutions than can be provided on their own or in conjunction with in house training. This is one way you can control the cost and find the right fit. We can do the team's assessment manually or automatically.

Investment

We will design a budget with measurable key performance indicators for you. Just let us know what you want and when and where and if you would like an online element?

We are a Registered Training Organisation

We are an accredited educational provider in Australia with approval provider code number 31566 and ABN 86 093 502 491.

Locations

We are prepared to providing training anywhere and anytime. We have expertise in almost every jurisdiction in Australia and New Zealand with offices in Adelaide, Melbourne, Newcastle, Sydney, Brisbane and Auckland.