Difficult Conversations with Vulnerable Customers

Workshop overview:

The Policy Statement and published Finalised Guidance for firms on Consumer Duty are quite clear about the requirement for firms to ensure that mortgage customers whose homes may be repossessed are treated fairly and appropriately. In particular, where there are risks of harm to customers who are vulnerable, including 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. 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 Financial Conduct Authority (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 has 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. 

Learning outcomes:

• Understand the regulatory requirements and the importance of getting this right
• Understand your debtors and communicate with them accordingly
• Develop a strategy for more effective debt collection
• Make every call count
• Handle difficult calls
• Reduce the amount of time you need to spend on chasing payment
• Increase your collection rates

Interested in taking any of our workshops in-house?

Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.