The Financial Conduct Authority has identified bereavement as a potential source of financial vulnerability and the bank approached National Bereavement Service (NBS) to provide relevant training in this area.
Goals:
- To enable bank staff to understand the context in which bereaved clients or the relatives of clients who have died make contact with the bank
- To help staff understand why this group may be financially vulnerable
- To enhance their skills in appropriate communication with bereaved people
Training Delivered: 2 remote online sessions. 1st delivered to 12 Vulnerable Client Champions and 2nd to over 100 staff.
Testimonial: “The training was excellent, equipping staff with the knowledge needed not only to support our clients and executors but also their family and friends.” – Dianne Bevan – Business Support Manager
How will the company use the training moving forward?
Improving customer experience by:
• Enhanced communication with bank staff who will be appropriately empathetic and understanding of their needs, within the financial business-client context.
• Enabling staff to identify clients who may be vulnerable and who can be offered appropriate assistance.
• To enable staff to signpost clients to additional sources of support when appropriate.
Improve staff experience by:
• Increased morale through more satisfying conversations helping address clients feelings and needs around the subject.
• To be able to signpost clients to additional sources of support when such needs are identified.
• Training that meets current identified regulatory needs.