In this clip Gary Jones reflects on his experiences during customer visits, noting that their presence is often seen as a relief by customers dealing with challenging personal circumstances, such as the loss of family members, particularly in the post-COVID context.
He observes that people’s support networks have been affected since the pandemic. Emphasizing their role, that they are not debt collectors, but rather identify as customer verification officers. Their primary goal is to assist and support customers, acknowledging the complex and sensitive situations they may be facing. the widespread use of digital technology like mobile devices, noting that a high percentage of the population uses them.
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