This webinar is for those working in the debt sector of financial services.
Debt firms operate in a space where every client is, probably, financially vulnerable. There is a need to understand the full picture of a customer’s situation – especially when vulnerabilities are complex, layered, or go unspoken. Frontline staff typically engage with clients who face a range of emotional, mental health and financial challenges, but consistently tracking, recording and responding to these needs remains a significant operational hurdle.
While firms invest in training, it’s often expensive, time-consuming and doesn’t always stick. Support may be offered with the best intentions, but it’s difficult to prove the help given or evaluate its impact without consistent processes. Plus, regulatory expectations are rising, with growing pressure on firms to demonstrate they are delivering fair outcomes for vulnerable customers.
These are significant challenges, but many firms aren’t just getting to grips with customer vulnerability – they are turning it to their advantage.
This webinar looks at how firms can accurately identify their vulnerable customers. It demonstrates how customers willingly disclose vulnerability information when assessments are structured and framed correctly. We examine how to manage customer vulnerability over time, how to offer support when a vulnerability is identified, and how to instantly obtain detailed management information to help your business – or to provide to the regulator.
We look at the specific challenges for your sector – and show how firms are already overcoming these.
Kevin Still
Kevin Still helps organisations design fairer, more inclusive services. He’s director of Consumer Duty Services, a consultant on BSI ISO 22458 (inclusive design), and a non-executive director at the Vulnerability Registration Service (VRS). He also sits on the Government Fairness Group and is a director of DEMSA. Kevin has led major government programmes, including on the GMPP around customer engagement, and now focuses on inclusive design, Consumer Duty, Open Banking, vulnerability management, and data sharing.
James Edmonds
Consumer Duty consultant James works with firms in the financial services sector, to help them understand and overcome the many customer vulnerability challenges with the FCA’s Consumer Duty regulations. James has extensive knowledge in customer experience, of which identifying, supporting and communicating with vulnerable customers is a key component. James has operated in customer experience and strategy roles primarily in financial services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, James Hay and Nucleus.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS.