Debt Collection & the Vulnerable Customer

Jemma Thomas (Dip. Couns MBACP) has more than 15 years experience in the Consumer Finance industry, specialising in the recovery of consumer debt (prime and sub prime), and litigation.  A qualified Person Centred Counsellor and Trainer with her own private practice, she uses her personal experience and professional knowledge to create and facilitate workshops for professionals specifically relating to Debt Collection and dealing with vulnerable customers.  Jemma is a member of the British Association for Counselling and Psychotherapy (BACP) and works in accordance with their Ethical Framework for Good Practice.

"Well organised, everything tied in together, useful phrases to adopt, puts you in the reverse role of the customer. Nice to have small personal groups with lots of interactive discussion." 

Jane Oxby, Training Manager, db Mortgages - November 2009

"Good content, great execution; overall, very useful for gaining a better understanding of our vulnerable customers and treating them as individuals rather than a number." 

Richard Dusza, Collections Officer, White Label Loans - October 2009

Core course elements:

"Very informative, has given me a lot to think about regarding my team's feelings and issues, as well as those of the vulnerable customers..." 

Heidi Driver, Team Leader, Marlin Financial Services Limited - October 2009

  1. Counselling the debt collector: Recent research has confirmed that debt collection staff are subject to increased levels of abuse from debtors during routine collection calls.  Understand why certain situations emotionally affect us more deeply than others.  Learn how to cope constructively with your feelings when dealing with emotionally-charged, emotive and sensitive situations. Learn the importance of self-care.
  2. Identification of the vulnerable customer: Learn to differentiate between the different types of customer; the genuinely vulnerable customer, the individual who enjoys a moan and isn't really looking for resolution, the frustrated customer who is simply acting out their annoyance, and the customer who is struggling to cope with their finances and other issues in their life. Learn to trust your "inner tuition."
  3. Working with the vulnerable customer towards a realistic solution: Learn how to put the caller at ease, to really listen and engage with the customer; understand the true meaning of empathy.  Learn to convey facts without sarcasm or irritation, and believe in your right to state your requirements, without ignoring the customer's predicament or loss of your own self confidence.  Find a 'place of acceptance' for both debt collector and caller.
  4. Case study analysis: Discuss common scenarios and challenges involving the vulnerable customer - e.g. dealing with the customer who has become ill but has a poor payment history overall, asking for medical evidence/the death certificate without causing offence or further distress; dealing with the customer who is threatening self harm or suicide etc.