The activities in this pathway explore: real stories told by those who have experienced difficult circumstances. different types of vulnerability and the techniques that can help to obtain disclosures from vulnerable consumers, the expectations of consumers and the regulators in relation to how firms help vulnerable consumers and how firms can make a difference to vulnerable consumers, and; the application of what you are learning, to case studies that ask you to decide the progress of conversations with vulnerable consumers in the role of a call handler. Target audience: This pathway is suitable for all staff at all levels across the Financial Services sector.
This course is suitable for all audiences.
When you've completed the activities in this pathway, you should be able to:
- understand what is meant by vulnerability and why its important for firms to help and support their vulnerable consumers,
- identify the key drivers of vulnerability and the recommended techniques for obtaining a disclosure from a consumer,
- understand the expectations of the consumer and the regulators,
- identify the benefits of good consumer engagement in dealing with consumers who are experiencing vulnerable circumstances, and;
- demonstrate how a conversation with a consumer should be conducted in order to achieve the best outcomes for the consumer.
