Course curriculum

  • 01
    Welcome to the course!
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    • Welcome!
    • How to complete this training
  • 02
    Chapter 1: History and Key Rules
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    • History of Debt Collection
    • FCA's Impact
    • CONC 7
    • CONC 7.3: Treatment of Customers in Arrears
    • CONC 7.4: Information
    • CONC 7.5: Fair Recovery
    • 7.6: CPA Rules
    • 7.8: Jurisdiction
    • CONC 7.11: Authority
    • CONC 7.15: Statute Barred Debt
    • Collection Techniques - Summary
  • 03
    Chapter 2: Identifying customers in financial difficulties
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    • Debt Collection and Financial Difficulty
    • Defining Financial Difficulties
    • Financial Difficulties - Examples
    • Quick Quiz - Financial Difficulties - The Basics
    • How to identify customers in financial difficulties
    • Scenario
    • Quick Quiz - Identifying Financial Difficulties
    • Forbearance
  • 04
    Chapter 3: Helping Vulnerable Customers
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    • FCA Rules - Vulnerable Customers
    • Introducing Vulnerable Customers
    • How to Identify a Vulnerable Customer
    • Supporting Vulnerable Customers
  • 05
    Chapter 4: Support Options
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    • Support Options
    • Overdraft repeat use - support options
    • Credit cards and retail credit - support options
    • Arrears difficulties - support options
    • Support options - Summary
  • 06
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training