When a customer is struggling financially, recognising the signs is only the beginning. Knowing how to respond – and what appropriate support looks like – is critical.
Supporting Customers in Financial Difficulty takes a practical look at the customer journey, from the first signs of financial pressure and pre-arrears intervention through to forbearance and recovery.
The course brings regulation into the real world, exploring how Consumer Duty and CONC requirements translate into customer conversations, affordability assessments and day-to-day decisions. Delegates will consider how to understand individual circumstances, identify vulnerability and choose support that is appropriate and sustainable.
Realistic case studies and scenarios run throughout the course, giving delegates the opportunity to work through the judgements and challenges they are likely to encounter in practice.
Delivered online over four consecutive days: 9.30am – 1pm
Recognising financial difficulty and intervening early
- How the approach to collections has evolved towards earlier intervention and customer support
- Recognising the signs that a customer may be experiencing, or moving towards, financial difficulty
- The role of pre-arrears engagement and early intervention
- Understanding the different objectives of collections, forbearance and recoveries
Regulation, Consumer Duty and good outcomes
- The FCA Principles and how they apply in practice
- Applying Consumer Duty requirements to customers in financial difficulty
- What fair treatment and good outcomes look like
- Making customer outcomes part of day-to-day decision-making
- Evidencing and measuring outcomes
Having effective customer conversations
- Using empathy and active listening to understand individual circumstances
- Asking the right questions and encouraging customer engagement
- Recognising and responding appropriately to vulnerability
- Managing sensitive and challenging conversations
- Communicating clearly and avoiding unnecessary jargon
Navigating arrears, collections and CONC
- Key CONC 7 requirements covering arrears, default and recovery
- Regulatory expectations around debt collection activity
- Requirements relating to field visits and repossessions
- Translating regulatory requirements into day-to-day practice
Assessing circumstances and finding the right support
- Conducting effective affordability and Income & Expenditure (I&E) assessments
- Using the B.A.L.A.N.C.E. framework to support financial assessment
- Exploring the range of available forbearance options
- Matching support to individual customer circumstances
- Considering both immediate needs and sustainable longer-term outcomes
Putting it into practice
Using realistic customer scenarios and case studies, delegates will have the opportunity to:
- recognise signs of financial difficulty and vulnerability
- gather and assess the right information
- consider appropriate support and forbearance options
- apply structured decision-making
- determine and evidence good customer outcomes
- Identify customers at risk of financial difficulty earlier and understand when and how to intervene.
- Apply FCA expectations and Consumer Duty principles to collections, forbearance and customer support in practice.
- Assess individual circumstances and identify appropriate support, rather than relying on a one-size-fits-all approach.
- Handle difficult and sensitive conversations with greater confidence, using empathy, active listening and clear communication.
- Recognise vulnerability and other indicators that may affect the support a customer needs.
- Apply key CONC requirements across arrears, default, debt collection and recovery activity.
- Evaluate customer outcomes and recognise where processes, decisions or communications could lead to poor outcomes.
- This course is designed for anyone involved in supporting customers who are experiencing, or may be at risk of, financial difficulty. It will be particularly relevant to those working in:
- customer service and customer support
- complaints and vulnerable customer teams
- operations and team management
- compliance, conduct risk and quality assurance
- It is suitable both for those who are relatively new to supporting customers in financial difficulty and for more experienced colleagues looking to refresh their knowledge and strengthen their practical approach.
Shannon Faulkner
With over 20 years in the financial services industry, Shannon is recognised for her compassionate, results-oriented approach to collections and regulatory compliance. She trains professionals to implement customer-focused collections strategies, specialising in pre-arrears management and support for vulnerable customers, all while adhering to FCA standards. Combining her expertise with a certification in AI project management, Shannon brings a modern, empathetic approach to collections that prioritises both efficiency and customer well-being. As a Certified Business and Success Coach and inspiring speaker, she empowers others to build resilience, adaptability, and a mindset for lasting success.
Bespoke In-house Training
If you would like to run this course for your own organisation, the FLA can deliver Supporting Customers in Financial Difficulty as a tailored in-house workshop for your team. Whether you want to build core knowledge in a specific department or support a wider training programme, the content can be shaped around your objectives and internal policies.
To make an enquiry, simply complete the in-house training form on the FLA website and the training team will contact you to discuss options and next steps.
