Understanding, Recognising and Dealing with Vulnerability


Heidi Carreiro

Process: Establish, Document, Learn, Train and Coach.

Reviews (5)

Colin Canny
Mark Charles
Adam Pollard
Alex Graham


Bluestone Asset Management has a duty to treat its customers fairly. Part of treating customers fairly is in ensuring that vulnerable customers are being highlighted and identified, and that the outcomes are fair for all individuals concerned.

Understanding the relationship between the vulnerability and the debt is important; the vulnerability could have caused the debt, the debt could have caused the vulnerability or a mixture of the two.

This course aims to provide collections advisors with a good understanding of what 'vulnerability' is; how to identify, what the appropriate follow up is and what considerations must be made in evaluating the fairest outcome for the customer.

Course content

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