Course curriculum

  • 01
    Welcome to the course!
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    • Welcome!
    • How to complete this training
  • 02
    Chapter 1: Defining 'financial difficulties'
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    • Defining Financial Difficulties
    • Financial Difficulties - Examples
    • Quick Quiz - Financial Difficulties - The Basics
  • 03
    Chapter 2: Identifying customers in financial difficulties
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    • Why it is beneficial to help
    • How to identify customers in financial difficulties
    • The importance of 'soft skills'
    • Questioning Skills
    • Active Listening
    • Scenario
    • Quick Quiz - Identifying Financial Difficulties
  • 04
    Chapter 3: FCA Rules and Requirements
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    • Introduction to FCA Rules
    • FCA Rules - Identification and Monitoring
    • Forbearance
    • Arrears, default and recovery rules
    • FCA Rules - Summary
    • Quick Quiz - FCA Rules
  • 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
    • Download - Support signposting
    • Support options - Summary
  • 06
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training