This bespoke virtually presented 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.

DESIGNED FOR:
Arrears and possessions case handlers and team leaders and to support societies upskilling non-arrears professionals to deal with higher volumes of customer contact (call handlers and support staff).

Due to the nature of the training places on this course are limited.

" Ian was an engaging and honest trainer and would recommend. Breakout functioned well and allowed discussion with other trainees."

"Really enjoyable and insightful course."

"Ian Bruce was a great trainer, he kept the course very engaging using a combination of humour and personal experiences which I thought he balanced very well."

"Well organised and engaging training."

(Delegate feedback from our June 2023 course)

Timings:
09:30 - 13:00 (including a 15-minute comfort break)

Cost:
£325 (VAT exempt) - BSA Members/Associates only

Course trainer: