Global

Responsible lending, credit assessment and collections

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 11 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
40 min
Lessons
6 lessons
Frequency
At onboarding for credit and collections roles
Last reviewed
21 Oct 2026
Grey areas: can we lend?
What would you do?

A borderline application and a team target

Try it: this is one of 21 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 40 minutes
  • Sorting activity, scenario, flashcards, tabs and quizzes

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 10 slides
  • Quiz, word cloud, poll, scale slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 158.0Achieve ≥ 80% on the final assessmentnoneWhole course
SO 158.1Put the stages of the credit lifecycle in order: application, assessment, approval, monitoring, collections + your infoBest practiceWhole course
SO 158.2Carry out an affordability check using stated income, commitments and living costs, and say when to refer + your infoExample: lender responsibility rules in the customer's market; best practiceWhole course
SO 158.3Read a risk grade and spot red flags in an application without treating a score as the whole decisionBest practiceWhole course
SO 158.4Treat borrowers fairly at every stage, including clear disclosure of cost and terms + your infoExample: consumer credit and conduct rules in the customer's marketWhole course
SO 158.5Hold an early-arrears conversation that explores hardship options and records the outcomeBest practiceWhole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 11 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 40 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

Why careful lending matters

3 pages

7 min
Before you beginNoteList
A Friday afternoon applicationTextImageChecklist
What responsible lending meansKey factFlashcardsQuiz
2

The credit lifecycle and affordability

3 pages

7 min
From application to monitoringTimelineNote
Order the stepsSorting activityText
Affordability in briefTabsMatching quizNote
3

Reading scores, grades and red flags

3 pages

7 min
What a score is and is notTextAccordion
Red flagsFlashcardsChecklist
CheckSorting activityQuiz
4

Grey areas: can we lend?

3 pages

7 min
ScenarioScenario
ScenarioScenarioQuiz
Match the responseMatching quizSorting activity
5

Collections conversations, hardship and speaking up

3 pages

7 min
An early-arrears callProcessNote
Dos and don'tsTabsChecklist
Who to tellProcessYour infoYour infoYour infoScenarioQuizButtonYour info
6

Final assessment

2 pages

5 min
PracticeQuiz
CompletionKey factListNoteButtonYour info

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "a good decision is one the customer can repay" (speaker notes: template page URL)
Word cloudOne word for what a good lender does
PollWhat is the hardest part of a credit decision? (Verifying income · Saying no · Targets · Difficult calls)
ContentThe credit lifecycle in seven steps and a four-line affordability check
QuizA weak application, a team target and a colleague who says approve. You…" (Decline and raise it ✔ · Approve · Delete the file · Wait for audit)
QuizA credit score is…" (One input ✔ · The whole decision · Irrelevant · A guarantee)
Content · customiseCustomise: our lending policy and hardship options" with {{LENDING_POLICY_LINK}}, {{POLICY_LINK}}, {{SPEAK_UP_ROUTE}}
ScaleHow confident are you holding an early-arrears call?" 1 to 5
Open-ended / Q&AA credit decision I would like to talk through
Content · customiseClosing {{COMPLIANCE_CONTACT}}, {{SURVEY_2_URL}}, {{COURSE_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. How confident are you checking affordability? 1-5 scale
  6. Which change have you made in your work? multiple choice
  7. What barrier have you met in trying it? short text
  8. I can decline a weak application without fear of blame. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the lending policy? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

11 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • Compliance contact{{COMPLIANCE_CONTACT}}
  • Policy link{{POLICY_LINK}}
  • Speak up route{{SPEAK_UP_ROUTE}}
  • Jurisdiction and regulator{{JURISDICTION_AND_REGULATOR}}
  • Lending policy link{{LENDING_POLICY_LINK}}
  • Approved product list{{APPROVED_PRODUCT_LIST}}
Show all 11 fields
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}
  • Course URL{{COURSE_URL}}
  • Live session URL{{LIVE_SESSION_URL}}

FAQ

Common questions

Can I run responsible lending, credit assessment and collections training online?

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

How often is this training needed?

At onboarding for credit and collections roles, and yearly as a refresher.

Who needs this training?

Loan officers, credit analysts, card and consumer-finance sales staff and collections agents; run by the retail-credit academy, consumer-finance learning team or compliance owner.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

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Last reviewed: 21 October 2026Templates are a starting point, not legal advice.

Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck