How Finnable put a code of conduct in the pocket of 5,000 collections staff and channel partners

The problem

A lender's brand is only as safe as its least-trained collections caller or DSA. Finnable needed every partner, most of them not on payroll, to know the conduct rules, and needed a record that they did.

Our approach

1. 01

   Treat partners like customers. One WhatsApp link, no onboarding.

2. 02

   Check understanding. Every program ends with a scored test.

3. 03

   Automate the chasing. Reminders instead of manager follow-up.

The solution

• Two programs A collections code of conduct and a sales code of conduct for partners.
• Retests Anyone below the cut-off retakes until they pass.
• Compliance reports Completion and scores for every partner.

The outcome

• Conduct training reached a partner network the lender doesn't employ.
• Most partners who completed it did so within two days.
• Every completion comes with a score for the compliance file.