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CICM Training - Credit Management and Collections Training

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Identify and support vulnerable customers

A must-have tool in every credit toolkit. Vulnerability can affect anyone at any time. And a modern credit professional needs to be ready to handle it. This training session helps you understand vulnerability and how you can identify it in others. It gives you the tools you need to act on vulnerable situations and the techniques and confidence to support those in vulnerable circumstances in real and practical ways. More than that, it creates a culture that embeds the fair treatment of all clients and customers into working practice.


What will you gain?

· Clearer view of vulnerability within your customer portfolio

· Stronger processes for identifying, flagging, and supporting vulnerability

· Practical methods to spot and assist those in vulnerable circumstances

· Closer alignment to regulatory and social obligations toward vulnerability

· Positive customer experiences and improved ethical reputation.


Who is it for?

This training is suitable for anyone in who wants to build a stronger understanding of vulnerability and how it can be supported. It is particularly useful to those who interact with consumers, to ensure actions are in line with FCA protocol. It will also benefit credit staff who work with individuals within the B2B sector.


What will it cover?

1. What is vulnerability?

Understanding the extent of the problem; How to identify vulnerability


2. Flagging vulnerability

Using triggers successfully; The dos and don’ts of flagging a vulnerable situation


3. Support for vulnerable customers

Uncovering the need; Skills and capabilities; Practical action


4. Create a vulnerable-sensitive culture

Monitor and evaluate; Report on outcomes


This training session is aligned to the following CICM Professional Standards:

BS 3 Know your customer/client

BS 4 Financial and data interpretation

PS 1 Communication and relationship-building

PS 2 Problem-solving and decision-making

PS 3 Support and influencing

B1 Inquiring; B5 Ethical