Recovery Agent Manual

All recovery agents represent ApexLoan and must adhere to the highest standards of professional conduct:

• Always identify yourself and state the purpose of your visit or call clearly.
• Maintain a respectful, calm, and professional demeanor at all times.
• Never use threats, harassment, or abusive language.
• Respect the privacy and confidentiality of the borrower.

Pre-Visit Preparation

Review the borrower's case file in the ApexLoan app. Ensure you have the latest payment history and any notes from previous interactions.

During the Visit/Call

Focus on finding a mutually agreeable solution for repayment. Document all commitments made by the borrower accurately in the system.

Post-Visit Reporting

Log the outcome of the interaction immediately using the ApexLoan mobile application. Update the case status appropriately.

Agents must strictly comply with all local and national debt collection regulations. Failure to comply with legal requirements or this manual may result in immediate termination of the agency contract and possible legal action.