Vulnerability is crucial to all firms due to the significance placed upon firms by the Financial Conduct Authority (FCA), being at the heart of its regulation.

The global pandemic has intensified the challenges for firms and the operationalising of vulnerability is key to supporting vulnerable customers with financial difficulties, many of whom have never been in arrears before.

Spread over two days, this course has been adapted from the more general vulnerability course on offer, specifically geared at those working with vulnerable customers struggling to maintain contractual payments and catch up with debts accrued since the impact of Covid-19 hit consumer finances.

Learning outcomes:

  • Define what the term vulnerable consumer means 
  • Identify a vulnerable consumer based on the information available at the time 
  • Identify and support a consumer with mental capacity limitations 
  • Apply conversational techniques to begin a conversation with a vulnerable consumer 
  • Apply conversational techniques to manage the disclosure of a vulnerable consumer 
  • Demonstrate how to record vulnerable consumer information in-line with data protection regulations 
  • Explain what support options are available to a vulnerable consumer
Colin Trend

Colin Trend

Lead Trainer, Money Advice Trust

Colin Trend has a wealth of experience in the finance and debt sectors; from roles with private, public and voluntary organisations. He has tutored wi...

Colin Trend has a wealth of experience in the finance and debt sectors; from roles with private, public and voluntary organisations. He has tutored with the Money Advice Trust since 2007 and works directly with a variety of creditor firms.

Colin is the lead tutor with the Money Advice Trust on their vulnerability programme, assisting both in the UK and overseas. With Chris Fitch, he co-authored the Trust's vulnerability guidance for advice agencies, launched by the charity with the backing of a range of organisations across the advice sector in June 2016.

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Money Advice Trust

Money Advice Trust

The Money Advice Trust is a charity helping people across the UK to tackle their debts and manage their money with confidence. The Trust runs National...

The Money Advice Trust is a charity helping people across the UK to tackle their debts and manage their money with confidence. The Trust runs National Debtline and Business Debtline, and also provides training and consultancy to creditors across sectors on identifying and supporting customers in vulnerable circumstances.

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  • Vulnerability lead/specialist
  • Head/Manager of collections
  • Customer service coaches/agents

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