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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.
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.
Advanced telephone communication skills:
Questioning and listening skills to probe and assess, including different types of questions:
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:
FSTP
With over 20 years training experience in financial services, Stephen is well placed to support you across a range of consultancy and developmental ac...
With over 20 years training experience in financial services, Stephen is well placed to support you across a range of consultancy and developmental activities. He is a former Head of Education for HSBC covering the UK and Europe, responsible for regulatory and financial crime related compliance learning, and has first-hand experience of meeting logistical deadlines complicated by volume, complexity and geography. His time at HSBC was during intense scrutiny from regulators and government functions during the bank’s Deferred Prosecution Agreement.
With other roles ranging from advising customers within a high-street retail branch, to Senior Vice President responsible for Global Risk & Compliance training at a US-based bank, Stephen’s range of experience is adaptable to your business. He also worked in the Insurance Firms division at the Financial Conduct Authority (in the FSA days) where he was the divisional expert for the rules and outcomes required under the Training & Competence handbook. Stephen won the Thomson Reuters award for “Most Effective Compliance Training at a Regulated Firm” in 2010.
The HSBC role, along with five years at Barclays in their Private Clients and Wealth functions, has seen Stephen work with retail, commercial, wholesale and private banking channels. While enjoying the design and delivery of training to an audience either live or virtually, Stephen can also work with your compliance, HR and operational teams to build or enhance your learning framework, ensuring appropriate systems, controls, checks and balances are in place to withstand any robust regulatory scrutiny, as well as delivering sustainable commercial benefits to your business.
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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