We can run this course inhouse or privately just for you and your colleagues.
Please submit a training request to check availability and prices.
About the Course
This comprehensive half-day program equips you with the knowledge and skills to confidently identify, understand, and effectively support vulnerable customers. Explore the latest FCA Consumer Duty regulations and delve into practical communication techniques like TEXAS, IDEA, and CARERS drills to build trust and empathy during interactions. Through interactive scenarios and group discussions, refine your ability to recognize vulnerability and implement proactive measures to prevent customer harm.
Learning Outcomes
Gain a clear definition of a vulnerable customer according to the FCA, explore various categories of vulnerability, and uncover the impact of behavioural biases on decision-making.
Master practical communication tools to build rapport with vulnerable customers, cultivate empathy, and adapt your customer service approach to cater to their specific needs.
Deepen your knowledge of relevant consumer protection laws, Financial Ombudsman Service guidelines, and data protection regulations to ensure responsible handling of vulnerable customer information.
Course Outline
Introduction to Vulnerable Customers
Understanding Vulnerability and Behavioural Biases in Financial Services
Understanding Harm and Foreseeable Harm
Identification of Vulnerability
Handling Vulnerable Information and Support Strategies
Vulnerability Disclosures and Data Protection
Scenario-Based Learning and Application
Closing Session: Q&A and Wrap-Up
About Your Trainer
Daiman Baker
Having spent the last two decades navigating the ever-evolving world of compliance within London's elite investment banks – names like Standard Chartered are just the tip of the iceberg – Daiman brings a wealth of experience to the table.
He's not just a seasoned professional, though. Daiman has a proven track record of successfully implementing regulatory change across a broad spectrum of EU and UK legislation. Think of him as your regulatory sherpa, guiding you through the complexities of new regimes like the Consumer Duty.
But Daiman's expertise goes beyond just the legalese. With a background in law, he crafts clear, actionable plans for design, implementation, and remediation. He's a master of building robust business governance structures and providing SME and regulatory interpretation with laser focus. Daiman doesn't just tell you what to do – he empowers you to do it effectively.
And let's not forget, Daiman's training sessions are renowned for their engaging style. He makes complex regulations understandable, and, dare we say, even enjoyable. Don't miss this opportunity to learn from a true industry expert who can not only inform you about the Consumer Duty but also equip you with the tools to navigate it successfully.