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:
- End-to-end journey map + process flow
- GTM mini-plan + customer FAQ outline
- Billing workflow + exception handling flow
- Dispute SOP + escalation matrix
- KPI list + dashboard outline
- 30-60-90 day improvement plan
Wrap-Up & Action Commitments
- Group presentations
