Department of Trade and Industry (DTI) Credit Product Marketing Billing

Course Description

Duration 4 days – 28 hrs

Overview

This program is designed for DTI Philippines teams involved in promoting and operating credit/financing products. It connects the full lifecycle—product positioning and marketing, customer onboarding, billing and payment processing, collections and dispute handling, and reporting—so the credit product is easy to market, easy to understand, and operationally controlled from release to closure

Objectives

Position DTI credit products with clear value propositions, target segments, and compliant messaging.
Build a practical go-to-market plan aligned to DTI channels (regional offices, partners, digital touchpoints).
Map the end-to-end customer journey: inquiry → application → approval → release → billing → payment → closure.
Understand billing mechanics: billing cycles, due dates, interest/fees, statements, posting, adjustments, reversals.
Apply operational controls for reconciliation, audit trail, exception handling, and data quality.
Improve customer experience through structured collections and dispute resolution workflows.
Define KPIs and reporting dashboards for marketing conversion and billing performance.

Audience

DTI program/product managers (credit/financing programs)
Marketing/communications teams and regional implementers
Operations teams handling onboarding and customer support
Billing, finance, and accounting support teams
Partner relationship managers (banks/financing partners/cooperatives)
IT / systems support (optional but helpful)

Pre- requisites

Basic knowledge of lending/credit terms (interest, fees, due dates) or experience supporting DTI credit programs

Familiarity with existing DTI workflow (application, validation, approvals)

Recommended: bring current product terms/FAQs, sample statement/invoice (if available), and common customer issues for workshops

Course Outline

Credit Product Fundamentals + Marketing That Converts

Module 1: DTI Credit Product Landscape & Operating Model

Typical DTI credit/financing product structures (program-based lending, partner-assisted financing)
Key stakeholders and handoffs (DTI, regional offices, partners, finance, support)
Common pain points: adoption, confusion on billing, complaints, delayed posting

Module 2: Target Market & Segmentation for DTI Credit Products

MSME/beneficiary segmentation (micro, small, medium; sector; region)
Matching product features to segment needs
Eligibility criteria and documentation—how to simplify communication

Module 3: Value Proposition, Pricing Communication, and Trust Building

Translating product terms into customer-friendly language
Transparent communication of fees/interest/penalties
Trust-building content: FAQs, sample computations, scenarios, do’s & don’ts

Module 4: Go-to-Market Strategy (GTM) & Channel Execution

Channel mix: regional offices, business centers, events, LGU/associations, digital
Marketing funnel: awareness → inquiry → application → approval → activation
Campaign planning: calendars, content plan, lead handling, basic compliance checks

Workshop 1: Marketing Pack Draft

Draft outputs: key messages, FAQ list, customer journey (high-level), sample promo plan

Billing Lifecycle, Payment Processing, Controls, and Customer Handling

Module 5: Billing Lifecycle End-to-End

Definitions: billing date vs due date vs posting date vs cut-off
Billing triggers: disbursement/release date, cycle date, installment schedule
Statement content: what customers must see and understand
Handling partial/late/advanced payments

Module 6: Fees, Interest, Penalties, and Adjustments (Operational Rules)

Interest basics (flat vs diminishing—high-level)
Fee types: processing fees, service fees, penalties, other charges
Adjustments: waivers, reversals, refunds, re-amortization (when applicable)
Common exceptions and how to document them

Module 7: Reconciliation, Audit Trail, and Data Quality

Daily/weekly reconciliation checklist
Payment matching and exception management
Audit-ready documentation and approval controls
Data privacy and handling of customer information (high-level)

Module 8: Collections & Customer Experience

Reminder strategy: SMS/email/calls and escalation stages
Collections playbook (soft → structured follow-ups → escalation)
Customer-first scripts and tone guidelines
Hard cases: unreachable customers, incorrect contact details, disputes

Workshop 2: Billing & Collections Templates

Draft outputs: billing exception log, reconciliation checklist, collections contact plan

Disputes, Reporting, KPIs, and Implementation Playbook

Module 9: Dispute and Complaint Management

Common disputes: wrong amount, missing payment, wrong due date, duplicate posting
Case lifecycle: intake → validation → investigation → resolution → closure
SLA targets and escalation matrix
Root cause analysis and preventive actions

Module 10: Reporting & Dashboards for DTI Leadership

Marketing metrics: leads, conversion rates, drop-off points, channel performance
Billing metrics: on-time payment %, delinquency aging, collection efficiency
Service metrics: dispute volume, turnaround time, recurring issues
Reporting cadence: weekly ops, monthly leadership, quarterly improvements

Module 11: End-to-End Process Design + RACI + SLAs

Swimlane process map (Marketing → Operations → Billing → Support)
RACI workshop (clear owners per step)
Draft SLA examples: statement generation, posting, dispute resolution, callbacks

Capstone Workshop: DTI Credit Product Marketing-to-Billing Playbook
Teams produce a “ready-to-use” set: