Identify and Support Vulnerable Customers
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'll Gain From This Course
Practical outcomes you can apply immediately in your role
Positive customer experiences and improved ethical reputation
Closer alignment to regulatory and social obligations toward vulnerability
Practical methods to spot and assist those in vulnerable circumstances
Stronger processes for identifying, flagging, and supporting vulnerability
Clearer view of vulnerability within your customer portfolio
Who Is This Course For?
This training is suitable for anyone 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 Session Covers
- What is vulnerability? Understanding the extent of the problem; How to identify vulnerability.
- Flagging vulnerability — using triggers successfully; The dos and don'ts of flagging a vulnerable situation.
- Support for vulnerable customers — uncovering the need; Skills and capabilities; Practical action.
- Create a vulnerable-sensitive culture — monitor and evaluate; Report on outcomes.
Aligned to CICM Professional Standards
This training session maps to the following professional competencies
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