Page 85 - Microsoft Word - NEW 2017 Standard Program.docx

In addition to paying close attention to personal safety the Recovery Agent must also be
aware that he/she is a representative and reflection of their clients and, therefore must
represent those clients in a completely professional manner while ensuring the public
safety. The manner in which a Recovery Agent dresses and communicates should always
reflect the highest level of professional competency.

Skills of the Professional Recovery Agent
The unique skills required to locate, recover and return defaulted collateral safely and
undamaged to the creditor are many, and are acquired via years of training and practice.
The collateral recovery profession is not a “9 to 5” occupation. Only those who have
persevered over the years have come to realize the extent of professional training and
expertise required to be successful in the self-help collateral recovery (repossession)
profession. Following are just a few of the skills required to perform the process properly,
safely and professionally:

1. Lock-Smithing: As a result of vast changes and advances in technology, we have
seen tremendous changes in ignition systems, such as VATS, PATS, Laser and now,
Transponders. On vehicles using standard keys, the Recovery Agent must know
which vehicles have key codes located in the vehicles and where in the vehicle those
codes can be found. The Recovery Agent must also know how to “read” the codes
and what particular equipment is necessary to cut the key properly. In many situations
a key is vital to securing the collateral. The Recovery Agent must also be familiar
with the various “entry” tools and how to use them without damaging the collateral.
The Recovery Agent should also be proficient in the use of “picks” and know which
vehicles can be entered and/or started by this method. In today’s automobile
technology, without keys many vehicles must be secured and transported by roll-
back tow trucks rather than by wheel lift methods.

2. Confrontational (Communication) Skills: One of the most critical steps in the
recovery of defaulted collateral where personal contact occurs with the debtor (or
third party) is the ability of the Recovery Agent to communicate, convincingly, with
tact and professionalism, his/her duty and authority to recover the collateral.

Personal contact with the debtor often is necessary in an effort to effect repossession.
There is no more effective tool than communications skills when making contact with, or
being confronted by a debtor (or third party), and the Recovery Agent should practice
these skills until comfortable with the words and the manner in which they are spoken.
With more people owning houses with garages and chain-link fenced yards, or living in
“gated” communities, the necessity of making contact with delinquent debtors is much
more prevalent, making communication skills imperative for recovering defaulted
collateral.