EDUCATION
Pinnacle team members are passionate about sharing their knowledge and experience with others. We help individuals, teams and businesses develop through several approaches:
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Coaching and mentoring
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In-house customised training
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External public training
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Distance learning and webinars
Our training is delivered in a highly engaging way, with active participation of attendees encouraged. We prefer to customise content to reflect our clients specific needs and objectives.
We can deliver training in English, French, German and Arabic.
Are you seeking to better understand the key drivers of portfolio profitability?
Would you like to better understand the key disciplines of portfolio management?
Would you like bespoke training that reflects your products, market nuances and business challenges?
Would you like to improve the effectiveness of your sales team?
Would you like to develop new skills and knowledge, for example in credit risk?
Is there someone in your team who would benefit from a mentor?
Example Training
UNDERSTANDING ISSUING PROFITABILITY
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Key income drivers
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Key cost drivers
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Understand how cardholder behaviour impacts profitability
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Importance of active portfolio management
PORTFOLIO MANAGEMENT
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Customer on-boarding
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Activation
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Usage
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Balance Growth
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Proactive and reactive retention
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Remedial and nurturing campaigns
UNDERSTANDING ACQUIRING PROFITABILITY
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Key income drivers
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Key cost drivers
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How to price a merchant
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The importance of VAS
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Active merchant management
SELLING CREDIT CARDS
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Customer targeting
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Understanding your customer, products, competition, sales approach
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Overcoming objections
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Encouraging desired cardholder behaviour
BUILDING A PROFITABLE CREDIT CARD BUSINESS
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Understanding customer needs
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Product features and pricing
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Risk-based pricing and re-pricing
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Sales and distribution
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Risk management and provisions
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Ongoing portfolio management
CREDIT RISK MANAGEMENT
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The role of credit risk
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Scorecards and cut-offs
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The impact of marketing
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The role of underwriting, collections and fraud
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Portfolio management
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Credit quality metrics
DISPUTES & CHARGEBACKS
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Key causes of disputes and chargebacks
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The dispute / chargeback lifecycle
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Chargeback reason codes
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Chargeback support documents
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Arbitration
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Measuring performance
COLLECTIONS STRATEGIES
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Segmentation approaches
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Strategies and actions
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Champion / challenger testing
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Lifecycle management
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Regulatory considerations
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Measuring collections performance