On January 18, 2024, the Zhejiang Supervision Bureau of the State Administration of Financial Supervision formulated the Opinions on Regulating the Collection of Internet Loans by Banking Financial Institutions within the Jurisdiction of Zhejiang, which further standardizes the management of the whole process of Internet loan collection within the jurisdiction of Zhejiang, protects the legitimate rights and interests of financial consumers, and promotes the standardized and healthy development of the platform economy.
This is the first collection policy to be launched since 2024, indicating that the collection management system of the financial industry will also become more stringent and standardized.
At the same time, the collection line resources are also strictly controlled by the operator.
This article depicts the real collection format and industry microcosm before the arrival of various regulations, as well as the expectations for industry compliance. Expecting full compliance in the near future, the chaos in the text is gone.
Author: Liu Yi asked.
Editor: Hejin Finance.
Do you know how banks can deal with the kind of old people who don't pay back in accordance with laws and regulations? ”
A few years ago, Zhou Weiyi, an ignorant college student, entered a large joint-stock bank for an internship.
In terms of induction training, the training teachers of the human resources department talked about the boring banking business with the new financial rookies, and talked about the most interesting "gray area" in the bank - the asset management department, that is, collection.
A disordered world under rules
If you owe a lot of money, you will generally ask the customer to meet and talk, and when you ask him, you will be polite, and when you meet, you will bring two social people with tattoos and gold chains to follow, and you will have a cold face throughout the whole process, but you will not have a physical conflict with him, and you will just take the customer into the house, basically more than half of them will be cowardly on the spot. ”
When the teacher of the bank training talked about this, one of the interns asked, "If the customer is not afraid at all, he will not pay it back?" ”
I usually do this, I block him on the way to work every morning, and without saying a word, I get in the car first and bring him to the office to sit. Then don't let people go or talk to him, just leave him a mobile phone and let him find a way to make money. At the beginning, he would report to J, and JC came, and when he understood the situation, he said that the customer owed money and we 'invited' him to mediate, and he was released after the conversation.
After letting go, I will go to work again the next day, block you every day seven days a week, call the police to report more, people are impatient, and they help persuade customers to say, you quickly give the money to the bank to pay it back. ”
Some customers run back to their hometowns to hide, and the bank collectors will find someone to write the information about the money owed into a broadcast, and find a loudspeaker in the village to play it for a few days, "Who can afford to lose that person in their hometown?" The teacher laughed.
Ten years ago, as a newcomer to the financial industry, Zhou Weiyi heard these stories for the first time, which was quite interesting, but he didn't expect that regular banks could be so "informal" in doing things.
At that time, he did not know that collection itself is a work with original sin, and the original sin of collection is because of the original sin of finance itself.
The original sin of collection
You are too miserable, fortunately I didn't go to your department for an interview at the beginning", on the shuttle bus from work, colleagues in the asset management department heard Zhou Weiyi say that he was often scolded by customers at the front desk and had to apologize, and expressed deep sympathy.
We are different, we don't need to be polite at all, I will scold the customer when he scolds me! Said a colleague.
Yes? Will I not be deducted? Zhou Weiyi was shocked, he didn't expect the atmosphere of collection to be so free. “
Don't swear, we have special speech training," colleagues shared how they "pressured" customers in ** through as civilized language and stern tone as possible, "You can be very fierce, ask him why he is so unconscious, do you know what to do with him, hahaha." ”
Zhou Wei entered the front desk department, and the biggest pressure every day came from bad luck when encountering emotionally unstable customers, passively accepting accusations and even abuse from customers. But he found that the colleague who joined the asset management department at the same time as him was obviously more passionate than he was in commuting every day.
In a formal traditional bank, the responsibilities of the front office and the wind direction department are clearly separated.
The business department does not have the authority to intervene in how to write the risk rules, and the risk cannot throw the non-performing assets approved by itself to the front-line business without finding good customers.
The business found customers, the risk approved the loan, and the collection came to do the last link of the income increase.
However, the magic weapon of collection is to put pressure on the customer as much as possible without clearly exceeding the scope of the law, which may be a formal "threat" to imply that the customer meets to "negotiate"; It may be verbal oppression and bullying, aggressively using the worst tone and the most civilized language to carry out personal attacks;
It may be a psychological manipulation, spreading the customer's arrears to his life circle and workplace, interfering with the customer's family by indiscriminate time, etc.
Tell him that many people don't pay back at all! Zhou Weiyi asked if this method would be a bit excessive, but his colleagues who were in the collection business told him that this is human nature.
Once the customer is overdue for subjective reasons and the credit is ruined, it is difficult to have the willingness to repay independently.
Therefore, the pain point of the collection business is that there is no better way to improve the collection rate except for the "oppression" of customers. However, financial consumers, who generally lack financial knowledge in China, cannot distinguish between reasonable and unreasonable collection boundaries, and can only passively accept them.
At present, the financial industry also lacks a clear and comprehensive collection rules and regulations.
On the contrary, most of the collection practitioners do not think that there is a problem with this method, and under the guidance of the company's unified ideology and culture, they think that there is a problem with the customers who do not repay the money.
After all, it is only natural to repay debts.
The beginning of original sin
In recent years, after experiencing Internet finance, the problem of collection has become a social problem to a certain extent. This makes it seem as if all the contradictions are just between the collector and the customer.
But Zhou Wei no longer thinks so.
In his second year on the job, he received a client who was in his 80s and asked for a credit card number in another client's name. Zhou Weiyi rejected him according to the bank's procedures and prompted him to let him inquire.
The old man shook his head, and said helplessly, the cardholder is his son who died unexpectedly, and now he must go home every morning and evening to ask for money, his wife is not in good health, and he has been harassed so much that he can't eat or sleep, so he specially came to ask for a card number to help his son repay the money and ask for a quiet.
Please mourn. Zhou Wei had an indescribable feeling in his heart, he could only register and transfer it to the Asset Management Department for processing, but he already knew what would happen next:
The colleagues at the collection desk will guide him to repay the money first to ensure the bank's income and his own KPIs, without telling him that he can directly refuse the bank to contact him who is not himself, if the cardholder dies and has no inheritance, the immediate family members actually have no obligation to repay.
He can't do anything, he can't say anything.
Shame, he thought.
At that moment, he seemed to represent some kind of group in an absolutely dominant position, but he was powerless to change anything.
In the professional field of finance, the fundamental problem is that customers generally have not received basic financial knowledge education, and when financial institutions provide professional financial services to such a group of novice users, it is actually a dimensionality reduction blow with a disparity in status. Zhou Wei sighed.
Too many financial institutions are not "restrained" enough, do not have enough risk control capabilities but excessively pursue commercial interests, use high-yield to cover high-risk logic loans, use strong collection methods to make up for the weakness of risk control capabilities, and live an easy life, but inadvertently intensify the contradictions between financial institutions and customers.
The lack of financial education leads to the inability of users to objectively assess the rationality of their lending needs and their own ability to resist risks, and they do not know how to choose the right financial services and products, and often passively accept the guidance of financial institutions, let alone protect their rights in a professional way.
If financial institutions can improve their risk control capabilities and business levels, users can choose financial services and products more rationally
If the financial industry can implement the protection of consumer rights and interests instead of shouting slogans every day, establish effective channels and mechanisms for handling customer complaints, implement severe punishment and elimination mechanisms for extensive and incompetent financial institutions, and explore more scientific, professional and compliant disposal plans for the collection itself, and establish clear rules
It should be able to more effectively address the desire of some collectors to proactively "comply with regulations" and better maintain the stability of the financial system.
Although the Notice on Printing and Distributing the Guidelines for Credit Card Collection of the China Banking Association (for Trial Implementation) has been officially implemented, to this day, a large number of financial institutions still default to the emergency contact person of the customer when collecting.
Not only is it because these regulations do not cover loans other than "credit cards" in words, but more importantly, these rules, which are too binding on financial institutions, will never be fully and proactively reminded to financial consumers.
Just as Yongxiong's problem seems to be only Yongxiong's problem, the contradiction of collection will always seem to be only a contradiction between the collector and the customer.
However, in reality, everything is a contradiction between the imperfection of the financial system itself and the growing financial needs of people.
Collection reform is imminent.