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Collections agents · new starters and refreshers
Collections Team Training
Work through the ten modules in order. Each one has a short video or exercise and takes about 10 minutes. Your progress is saved to your Manati account, so you can continue on any device. Keep the Checklists module open while you work your accounts.
Module 1
Start here: the collections journey
How an account moves from the first failed debit order (D/O) through to handover to the attorneys, and the words you will hear every day.
Why this work matters
Our clients are the missing middle: families who need an affordable, individually assessed study loan to get a student through their course. When a payment is missed, your job is to help them get back on track, calmly and professionally. Legal action is always the last resort.
Key terms
Tap a card to see what it means.
Seven stages before handover
Select a stage to see what you do there.
Frozen accounts, debt review, a deceased sponsor and course cancellations follow their own steps (Module 6).
Module 2
Opening every call and POPIA
Every call involves personal information. These three steps protect the client and Manati, and they are checked on every scored call.
Open every call in this order
Give your standard greeting
Your name, and that you are calling from Manati Alternate Student Funding.
Say the call is being recorded
Straight after the greeting, before you ask for the ID number. In October, 4 calls failed this gate and 19 were unclear.
Ask their name and at least three verification questions
For example: ID number, cellphone number, email address, residential address. Only then discuss the account.
If verification fails
I'm sorry, but for security and POPIA compliance reasons, I'm unable to discuss this account until I've successfully verified the account holder.
Required wording: use as written
Protecting personal information
✓Do
Verify the person with at least three questions
Tell the person the call is being recorded
Double-check the recipient before sending anything by email or WhatsApp
Keep documents and screens locked; lock your device when you step away
Keep contact details in TaskFlow accurate and up to date
Report a suspected breach, or information sent to the wrong person, to your manager and TL immediately
Escalate to your Team Leader or Manager when unsure
✕Don't
Discuss the account with a spouse, parent, sibling or friend who is not authorised
Confirm that someone is a Manati client before verification: that alone can be a disclosure
Share applicant or student data outside Manati without approval
Use personal devices or personal email for work data
Discuss client details in public spaces or on social media
Try to fix a data mistake quietly on your own
Guess. If in doubt, don't disclose
Getting it wrong can mean fines of up to R10 million, criminal penalties, civil claims and lost trust from the students and families we serve.
When the client wants someone else to deal with the account
Please confirm that you, (client's name), give (third party's name) permission to speak on your behalf regarding your loan, and authorise us to discuss your personal information and loan details with him/her, both now and for any future queries related to this application.Can you please confirm that you understand this authorisation and that you provide your consent voluntarily?
Client: "Yes, I confirm."
Required wording, from the POPIA manual
Note the authorised person at the top of the application and tag it. Still verify the third party every time they call.
Module 3
The contact order: Parts A and C
Start as soon as you are told a D/O failed (Part A) or an account is in arrears (Part C). Work down the order. As soon as anyone gives you new numbers, go back to Step 1.
Step by step
Step 1: The sponsor
Phone their cell, work and home numbers. If they answer, follow the normal script to get payment.
Remind them that penalty interest accrues on the amount in arrears and that a R25 penalty is charged for every D/O that fails.
Update everything in TaskFlow: home and work numbers, address, employer, job title, the student's cell number, whether the student is still studying.
Promise to Pay? Diarise it in your TaskFlow calendar and send a reminder 2 days before (Module 4).
Part A, no answer: no voice message on the first call. Leave the approved voice message only on the second attempt, and send an email and SMS. If the second attempt fails, diarise an after-hours call.
Wrong number? Check the loan agreement, application form and all other documents for alternatives, and phone them all. None correct? Move to Step 2.
First failed D/O: ask the EI to suspend the student from class, get written confirmation, and tag your Supervisor with it.
Good day, I am phoning from Manati Alternate Student Funding. I am trying to get hold of you regarding your loan. Urgently call me back on ______.
Voice message: sponsor, second attempt only (Part A)
Step 2: The spouse
Phone the spouse. If they answer, follow the normal script to get payment.
Inform the spouse that they are also responsible for the payments, as they are married in community of property.
Get the sponsor's correct numbers (cell, home, work) and update TaskFlow. Get the student's cell number, and where the student works if they are no longer studying.
Go back to Step 1 and phone the sponsor on the new numbers. A Promise to Pay from the spouse is diarised the same way.
No answer: send an email, SMS and WhatsApp, then move to Step 3. Wrong numbers: check all documents for alternatives.
Step 3: The student, the EI and the employer
Phone the student. Be professional and friendly and use the first-call or second-call wording below.
Get the sponsor's correct numbers and the spouse's cell number, and where the spouse works. Update TaskFlow and go back to Steps 1 and 2.
No answer: email, SMS and WhatsApp, then Step 4.
None of the student's numbers work? Phone the EI and ask for the Credit Controller in Finance. Ask them to have the student call you, or leave your details for the student. Ask for the student's and parents' numbers and email addresses.
Find out whether the student is still studying. Not studying: ask what amount the student is liable for, and whether the campus knows where they work. Never enrolled: tag the CSU agent to process a cancellation. Still studying and heading for legal handover: make sure the EI has blocked the student's results.
Student no longer studying? Phone them at work (Google the employer's numbers if needed). If you reach them, follow the script, update their details, employer and job title, get the sponsor's numbers and go back to Step 1.
Hi, I am calling from Manati Alternate Student Funding. We have been trying to get hold of your sponsor (sponsor's name) but we cannot reach them. Please ask your sponsor to phone us urgently.
Student, first call (Part A)
Hi, I am calling from Manati Alternate Student Funding. We still cannot get hold of your sponsor (sponsor's name). Have you been able to ask your sponsor to phone us? We need to speak to them urgently as the account is in arrears and we might have to suspend academic services.
Student, second call (Part A)
Step 4: The Next of Kin
Phone the NoK. Get correct numbers for the sponsor, spouse and student, and where each of them works (company name and location). Update TaskFlow and go back to Steps 1 to 3.
No answer: send an email, SMS and WhatsApp asking them to tell the sponsor, spouse and student that we are looking for them and they must phone us as soon as possible.
Wrong numbers: check all documents for alternatives. Still wrong? Move to Step 5.
Step 5: Trace report
Only when you are certain the numbers no longer work.
Run a credit report on the sponsor, and on the student and spouse if they signed the contract. A credit report must not be older than 3 months.
SMS and WhatsApp all new numbers on the credit reports, and any numbers in the application documents not yet on TaskFlow.
Contact the sponsor's employer, and search Google, Facebook and Instagram. Found new numbers? Back to Steps 1 to 5.
Steps 6 to 8: Diarise, repeat, move on
Diarise to repeat Steps 1 to 5 in 2 to 3 hours, or after hours.
Diarise to repeat them tomorrow.
Move to the next account in arrears.
Only once you have tried everything and found no correct phone or email for anyone (sponsor, spouse, student, NoK, employer): tag Thaabit Govind and Leendert de Kok in TaskFlow.
Part C: what changes when the account is in arrears
Part A: D/O fails or disputed
Part C: account in arrears
Sponsor doesn't answer
No voice message on the first call; voice message from the second attempt. Email and SMS.
Leave a voice message. SMS and email saying you are trying to reach them about their Manati loan.
Penalty reminder
Penalty interest on arrears, and R25 for every failed D/O.
Penalty interest accrues daily and pushes the balance higher unless they pay extra and let the D/O go through. R25 for every failed D/O.
Student
Ask the student to get the sponsor to phone us (first or second-call wording).
Phone, SMS and email. Tell them they are also responsible for the payments and, if arrears continue, we will have to ask the EI to block results and certification.
Trace report
Only when certain the numbers no longer work.
Run a new one if the previous one is older than 3 months.
Module 4
Securing a commitment and Part B
Only 5 of 116 scored calls in October ended with an exact amount, date and payment method read back to the client. This skill carries the highest weight on the scorecard.
A commitment has three parts
Amount
Exact rand amount, e.g. R1 500
Date
Exact date, e.g. Friday 30 October
Method
How they will pay, e.g. EFT
So that's R1 500, paid by EFT on Friday 30 October. Is that right?
Example read-back
Don't accept "I'll try" or "something this month". A booked callback with a time also counts.
Part B: following up a Promise to Pay
Log the PTP only with an amount and a date
Seven October calls were logged as PTP with no real commitment, which makes our figures look better than they are. The disposition must match what happened, on every call.
Send a reminder 2 days before the PTP date
Remind the sponsor of the agreement and ask them to send you Proof of Payment.
Diarise to check whether payment was made
Set a reminder in your TaskFlow calendar. The Recons Clerk captures cash payments and successful D/Os in TaskFlow and will tag you.
Talking about the loan amount
Never use the word "disbursement" with the sponsor. Talk about Manati's liability: the full loan amount we are committed to paying, unless the EI releases us from that liability.
Module 5
Escalation, Letter of Demand and handover
Before anyone is told about legal action, make every effort to agree a way forward. Legal action is the last resort: each step below applies when the earlier steps have not worked.
One month in arrears, no arrangement
Phone, email and SMS the sponsor, spouse and student. Make them aware we want to remedy the situation and avoid legal action, and that we can agree an arrangement to pay off the arrears.
Remind them of the penalty fee each time the D/O fails, and the penalty interest that keeps accruing.
Contract ended, balance still outstanding
Tag Compliance to ask for a new payment agreement amount.
Offer the proposed agreement and explain that signing it stops further penalty interest. Phone, email and SMS the sponsor with it, and contact the spouse and student.
You reach the sponsor but can't agree, or they refuse
Try to make a suitable arrangement, as reasonable as possible. Find out whether the student, spouse or anyone else can help.
Try rescheduling the loan to clear high arrears. Take any offer to the Credit Committee. If it declines, send the LOD.
Part D: Notice of legal action
Phone, email and SMS the sponsor, spouse and student: Manati will start the legal action process unless payment is received immediately.
Tag your Team Leader once all parties are informed, and if a sponsor threatens Manati or refuses to pay.
Part E: Letter of Demand (LOD)
Send the LOD to the sponsor, spouse and student by email, SMS and WhatsApp, and phone them about it. If the student is studying, send a copy to the EI to hand over.
Tag Thaabit Govind in TaskFlow that the LOD was sent.
Contact all three every day: remind them of the consequences and when the LOD expires. Set the first and final LOD reminders in your TaskFlow calendar.
Part F: When the LOD expires
Phone all parties and notify them by email, SMS and WhatsApp that the LOD has expired and we will take further legal action.
No payment or agreement? Tag your Team Leader to prepare the final letter. Send it by email, SMS and WhatsApp and phone them. Then contact them every day for 3 days to say the account is being handed over.
Part G: Complete the checklist
Work through the Pre-Legal Handover Checklist (Module 9) and tag for sign-off.
No handover without an acknowledgement of debt (AOD): find the call or WhatsApp where the client acknowledges the debt, download it, save it on the loan in TaskFlow, and add a dated note saying "AOD".
Part H: Handover
Once the signed checklist is uploaded in TaskFlow, the account leaves your list and goes to the attorneys.
Module 6
Special cases
These accounts follow their own steps instead of the normal contact order.
Bank account frozen or closed
Tag your Supervisor to deactivate all future D/Os, and try to get new banking details as soon as possible.
Debt review: you receive a Form 17.1
Attach the Form 17.1 (Application for Debt Review) and send an updated statement to the Debt Counsellor.
Set a reminder for 10 days.
Tag your Manager to follow the next steps.
Deceased sponsor
Ask for a death certificate
Ask the person reporting the death. If you can't get one, contact the last known address and phone number to ask for it.
Check the contract for co-signatories
Co-signed: follow the collection steps with the co-signatories, and tell them they co-signed, are also responsible for the payments, and that legal action can be taken against them.
Not co-signed: find the executor
Through the person who reported the death or the Master of the High Court. If the estate is solvent, Manati can claim against the estate. If not, Manati can claim against Manati Internal Self Insurance.
No death certificate after every effort
Continue with the debt collection process and legal proceedings.
Course cancellation (MASF)
The student tells MASF they want to cancel, or the EI tells Manati the student cancelled.
Manati only starts the process once it receives the EI's confirmation letter.
Manati tells the EI about all payments made for that student.
The EI refunds Manati the 25% payment and all monthly payments received.
Manati calculates the student's penalty fees (initiation, admin and interest).
Manati deducts the penalty fees and refunds the balance to the student.
Manati deactivates the debit orders and notifies the student.
Manati notifies the student of the refund and that their loan is cancelled.
Module 7
Call quality: how your calls are scored
Every month about six of each collector's recorded calls are scored on 12 skills and 5 compliance gates. In the first scorecard (116 calls, 5 to 9 October 2026) the team averaged 68%. Scores are a coaching guide, not a verdict: a team lead listens before acting on any score.
The 12 skills: team average in October
Each skill is scored 0, 1 or 2. Squares show its weight. Select a skill to see what a 2 looks like.
012
Green: 80% and aboveAmber: 60% to 79%Red: under 60%
A critical fail is a call with the right party about arrears that ends with nothing secured.
The 5 compliance gates
Any Fail or Unclear marks the call LISTEN: a team lead must play it before any action. 41 of the 116 calls were marked LISTEN, many only because the audio was unclear.
Gate
Fails when
October
G1 ID verified before account details
Balance or loan details discussed before verification
Logged as PTP or arrangement, but no commitment in the call
7 fails, 3 unclear
What this means on your calls
Give the recording notice first, straight after your greeting and before the ID number.
Verify before you discuss anything.
Close with a specific commitment: exact amount, date and method, read back.
Only log a Promise to Pay when there is an amount and a date.
State consequences accurately: penalty interest, the R25 fee, the academic block, the credit record. No pressure lines such as "books closing tomorrow, urgently transfer".
Never discuss payment details with anyone other than the client unless they are verified and authorised.
Talk about liability, never disbursement.
Log a disposition for every call, including inbound calls, and make sure it matches what happened.
Module 8
WhatsApp conduct
Collections WhatsApp chats are reviewed every day. These are the recurring themes from the October reviews.
Reply within the hour
When a client in arrears reaches out, reply within the hour, even if only to say when you will call.
Keep promised call-back times
And record the call.
Start with care
When a client shares hardship, start with one line of care before the payment information.
Keep each person's finances private
What one person says about their own finances stays private from the other party (for example, a co-surety's bank charges).
Check before you send
Check which chat is open before pasting, and check the account stage before sending a template.
Remind before the debit date
Send debit order reminders a few days before the debit date, not on the day.
Write in full sentences
Say what happens next and roughly when.
Module 9
Checklists
Tick as you go. Ticks are saved in this browser only, and nothing here replaces logging every attempt in TaskFlow with the date, time and result.
Quick reference: working an account
Pre-Legal Handover Checklist
Complete every item before an account is handed to Legal, then tag for sign-off. Use this as a practice copy; the signed checklist is uploaded in TaskFlow.
Module 10
Final check
Twelve situations from real accounts. You need 10 or more to pass, and you can retake it as often as you like. Once you pass and every module is complete, sign off below to finish your training.
