Identify and support vulnerable customers

Vulnerability can affect anyone at any time and a modern credit professional needs to be ready to handle it. Know how to identify and act on vulnerable situations and support those in vulnerable circumstances in real and practical ways

What you will learn from this training course:

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 this training course is 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 this training course will 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