A three-part training programme for modern credit professionals
Vulnerability can affect any customer at any time. From individual consumers to sole traders and business owners, a modern credit professional must be able to identify vulnerability, respond appropriately, and embed fair treatment into everyday practice.
The Be debt aware training programme is a three-part virtual series designed to build knowledge, confidence, and capability—progressing from understanding vulnerability, to handling conversations, to embedding fair treatment into culture and outcomes.
Each session can be attended individually, or as a complete programme.
Who this training programme is for
This programme is ideal for:
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Credit controllers and collections professionals
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Customer service and customer-facing teams
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Accounts receivable and credit management teams
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Team leaders, managers, and compliance professionals
It is particularly relevant for those working with consumers and sole traders, ensuring alignment with FCA expectations, while also supporting credit professionals operating in B2B environments.
What you will gain from attending the programme
Across the three sessions, you will gain:
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A clear understanding of vulnerability and how it presents
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Practical tools to identify, flag, and support vulnerable customers
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FCA-aligned conversational frameworks for sensitive situations
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Confidence in handling difficult and emotionally charged conversations
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Stronger, outcomes-based vulnerability processes
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Improved regulatory, ethical, and social compliance
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More positive customer experiences and improved organisational reputation
Programme structure
Part I: Identify & Support Vulnerability
9 March 2026 | 1:00pm – 3:00pm GMT | Virtual
Build the foundations of vulnerability awareness and support.
Key focus areas include:
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Understanding what vulnerability is and how it appears
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Identifying vulnerability within your customer portfolio
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Using triggers to flag vulnerability appropriately
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Best-practice dos and don’ts when supporting vulnerable customers
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Taking practical, ethical action in real scenarios
Part II: Conversational Tools for Vulnerability
16 March 2026 | 1:00pm – 3:00pm GMT | Virtual
Develop confidence in handling real-world vulnerability conversations using FCA-approved approaches.
Key focus areas include:
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Handling customer disclosure effectively and safely
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Developing conversations to understand vulnerability
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Supporting customers with mental, social, or emotional limitations
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Managing conversations involving self-harm or suicide
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Helping customers process difficult information with minimal distress
Part III: Embed Vulnerable Practice
23 March 2026 | 1:00pm – 3:00pm GMT | Virtual
Move beyond compliance and embed fair treatment into culture, processes, and outcomes.
Key focus areas include:
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Creating and sustaining a vulnerability-aware culture
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Assessing fairness across actions, decisions, and processes
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Measuring customer access to support
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Encouraging disclosure throughout the organisation
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Understanding vulnerability exposure and risk
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Monitoring, evaluating, and reporting outcomes
CICM Professional Standards alignment
This programme aligns with the following CICM Professional Standards:
Business Skills (BS)
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BS 1 Strategy and policy
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BS 2 Business and regulatory acumen
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BS 3 Know your customer/client
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BS 4 Financial and data interpretation
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BS 5 Innovation and change
Professional Skills (PS)
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PS 1 Communication and relationship-building
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PS 2 Problem-solving and decision-making
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PS 3 Support and influencing
Behaviours (B)
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B1 Inquiring
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B2 Future focused
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B5 Ethical