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The Policy Statement and Published Finalised Guidance for firms on Consumer Duty is quite clear about the requirement for firms to ensure that mortgage customers whose homes may be repossessed are treated fairly and appropriately. Particularly where there are risks of harm to customers who are vulnerable, as a result of the current economic climate.
This also maps across to other lending to retail customers to make sure the same good outcomes are achieved. So, although the training will major on the soft skills to enable the attendees to understand and apply best practice, it is important that the regulatory requirements are included to cement the understanding of what the FCA expects of a firm in dealing with clients that are in arrears with their mortgage / lending payments, especially as these clients are now deemed vulnerable in the majority of cases.
As you are probably aware the FCA have been monitoring firms on how they have been providing support and will be doing so as part of their Consumer Duty Supervisory visits. Therefore as well as “what good looks like” as best practice we will also share where firms need to improve on how they are implementing tailored support.
This workshop is also available as an in-house programme, which means you can tailor it to exactly what you and your colleagues require. Pricing for in-house will depend on what is required. Enquire about this option by contacting our training team.
We would like you to join us for our eleventh cohort of the award-winning Vulnerability Academy, starting 11 April. Within this academy, we will include sessions on financial vulnerability, cost of living, financial wellbeing and more.
Course positioning
The debt collection process
Advanced telephone communication skills
Questioning and listening skills to Probe & Assess
Overcoming objections and excuses
Creating Win/Win solutions and ending the call
Dealing with difficult and challenging situations
Course summary and presentation of action plans
Key takeaways from the course include:
The IMPACT Model
Introduce your call
Motivate the customer
Probe the situation
Assess the options
Create win/win
Take action/thank You
Phil has designed and run training programmes in a wide range of organisations including banks, insurance companies, defence contractors, legal servic...
Phil has designed and run training programmes in a wide range of organisations including banks, insurance companies, defence contractors, legal services, pharmaceutical companies and a variety of other manufacturing businesses and service related sectors.
He works with all levels of management to assist with implementing new skills to increase business. This range of training means Phil has presented to all types and sizes of audience, with the emphasis on practical application of learning.
Phil specialises in helping organisations adapt through change, and manage cultural issues, both on international and organisational levels. He has in addition advised clients on take overs, provided coaching and leadership skills for a law firm, and trained Company Directors on their compliance responsibilities.
Phil holds a number of financial qualifications as well as being a Master NLP Practitioner, Level A qualified in Psychometric Testing through the British Psychological Society, a Fellow of the Chartered Institute of Personnel & Development, a Fellow of the Professional Speaking Association. In addition he is a Member of the Institute of Training and Occupational Learning, The Chartered Institute of Bankers and the European Mentoring & Coaching Council.
Retail mortgage advisers and loans officers as well as those, such as mortgage administration staff, involved in chasing clients who are in arrears with their mortgage and other lending payments.
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