Understanding Field Calls in Australia’s Credit Sector
🕒 5-minute read
For Process Servers, Repossession Agents, and Field Agents
Field calls are pivotal in Australia's mercantile industry, serving as a crucial link between commercial clients, especially credit providers, and their customers. Distinct from direct debt collection, repossession, or process serving tasks, field calls focus on re-establishing communication and verifying essential information. For mercantile agents, understanding the nuances of field calls is vital for providing effective and professional services.
The Essence of Field Calls
A field call involves a mercantile agent visiting a customer's address on behalf of a client. The purpose is not to collect overdue payments, repossess assets or serve process but to:
Reconfirm Contact Information: Verify up-to-date contact details to ensure clients can communicate with their customers.
Assess Customer Circumstances: Gain insights into the customer's situation that could impact their ability to communicate or meet obligations.
Facilitate Communication: Re-establish lines of communication between the customer and client, aiming for amicable resolutions without escalation.
Determine the Customer's Whereabouts: After other communication attempts have failed, conduct skip inquiries or leave contact request messages to ascertain the customer's location.
Field calls are generally more cost-effective compared to debt collection or repossession services. This affordability makes them a strategic initial step for clients wishing to address issues without resorting to more direct methods.
Distinguishing Field Calls from Other Assignments
| Assignment Type | Description |
|---|---|
| Collection Assignments | Agents work to recover overdue payments, with the authority to negotiate payment arrangements or accept payments on behalf of the client. |
| Repossession Assignments | Agents are tasked with reclaiming assets, usually after failed attempts to resolve the issue through other less intrusive means. |
| Process Serving Assignments | Agents personally deliver legal documents—such as court summonses or subpoenas—to individuals or businesses involved in legal proceedings. |
| Field Calls | Focus on gathering information and re-establishing contact. Agents typically do not handle payments, serve processes, or seize or inspect assets during field calls. |
Regulatory Landscape Across States and Territories
Mercantile agents conducting field calls must navigate varying licensing requirements across Australia's states and territories. Some areas require specific licences even for field calls, while others have less stringent regulations. Staying informed about these differences is crucial to ensure compliance and maintain professional standards.
Compliance with ASIC Regulatory Guide 206
Agents conducting field calls on behalf of an Australian Financial Services Licence (AFSL) holder must adhere to federal regulations, especially when the field call involves:
- Collecting Information Related to Debt Recovery: Gathering information that could assist in debt recovery is subject to regulatory oversight, even if no payments are demanded or collected.
- Asset Verification: Agents must follow strict ethical guidelines when verifying assets potentially subject to repossession.
ASIC's Regulatory Guide 206 mandates that agents complete annual Continuing Professional Development (CPD) training, which serves several functions:
- Ensuring Competence: CPD helps agents stay current on legal requirements, industry practices, and ethical considerations.
- Protecting Consumers: Training emphasises lawful and respectful interactions, safeguarding customers from improper conduct.
- Boosting Industry Reputation: By committing to professional development, agents help build trust between the industry, clients, and the public.
The Art of Effective Field Calls
Conducting a successful field call requires a combination of skills and professionalism:
- Communication Excellence: Clearly and courteously explain the purpose, encouraging customers to re-engage with the client.
- Empathy and Respect: A sensitive and understanding approach can yield a more positive response.
- Discretion and Confidentiality: Maintaining privacy and handling information responsibly are paramount.
- Adaptability: Adjusting the approach based on the customer’s circumstances and reactions is essential.
Challenges and Opportunities in Field Calls
While field calls can present challenges, they also offer significant benefits:
- Non-Confrontational Approach: Provides a less hostile way to address issues, helping to preserve customer relationships.
- Valuable Insights: Direct interaction offers first-hand information that can help clients determine the best course of action.
- Skill Development: Agents refine their interpersonal, problem-solving, and cultural competency skills through varied experiences.
Conclusion
Field calls play a crucial role in our industry. They focus on restoring communication and confirming vital information to resolve issues efficiently.
Mercantile agents must stay updated on licensing requirements, comply with ASIC's RG 206, participate in professional development, uphold ethical standards, and contribute positively to the industry's reputation. Adaptable and well-trained agents meet the changing needs of clients and customers, remaining valuable contributors to Australia's financial services landscape.
Remember
Collection seeks what customers owe;
Repossession claims items that must go;
Process Serving brings documents they should know;
But a Field Call helps connections flow.
Nick’s Bio
Nick Boyd, founder of Beebox Training, brings over 24 years of experience in the mercantile agent industry. Since 2009, he has developed comprehensive training modules on compliance and relevance. Nick's dedication to the field is reflected in his diverse roles, from soldier to police officer to General Manager, and his commitment to quality training and mentoring. For more details, visit Beebox Training.
