[INSIGHTS]: Vulnerability a guide for debt collection

External Links:
https://www.bristol.ac.uk/media-library/sites/geography/pfrc/pfrc1701-21-steps-vulnerability-and-debt-collection-(web).pdf
Summary
This guide provides a comprehensive overview of how debt collection organizations can better understand and support vulnerable customers. It includes 21 questions and 21 steps to help organizations identify and handle customer disclosures related to vulnerability, as well as support both customers and staff in vulnerable situations.

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Vulnerability - UK Employee and Manager training for Collections

Key Points

Conventional guidance on ending conversations with customers emphasizes the importance of a summary, confirmation, and invitation.
The response of the industry to the study was positive, resulting in 1573 frontline and specialist debt collection staff in the UK undertaking an online survey.
Positive attitudes and practices were found among staff towards customers with mental health problems.
Six firms p...