Arrears handling

11 February 2020, London

This bespoke one-day course, in partnership with the Chartered Insurance Institute (CII), is designed to help navigate the ever more complex area of arrears handling.

There is an expectation that lenders should not take a one size fits all approach and that arrears handlers should tailor solutions for customers in arrears based on an individual assessment, which takes into consideration all aspects of their situation.

This course will give an overview of regulatory requirements as well as a basic understanding of the legal process of repossession.  In addition, the regulator expects an arrears handler to be able to identify vulnerable customers, deal with them in an understanding and sensitive way and take into consideration their vulnerability when discussing missed payments on their accounts.

Role-play practice will be used to give the confidence and skills to have those difficult conversations, extracting the relevant information to fully understand a customer’s situation and provide appropriate guidance.

Arrears & Possessions case handlers & team leaders

Ian was a high energy presenter, which made the course very interesting and informative. I liked the way we recapped the learnings over the course of the day. Overall, an excellent course, which I would recommend to colleagues!

(Delegate feedback from the October 2019 course)

BSA, 23 Kingsway, London WC2

09.00 for a 9.30 start; concluding at approximately 16.30

Members/Associates: £450 (VAT exempt)
Includes course documentation, refreshments and lunch

To secure your place, please complete the online form.




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