With consumer groups and the Government scrutinising lenders' treatment of borrowers facing difficulty, you need to be sure your staff are fulfilling FSA requirements and treating customers fairly.
- Are you doing the right thing?
- Are you confident that you can demonstrate
your commitment to training and ensure that your staffs
understand what is required in the arrears management process?
- Would the Financial Ombudsman Service
find in your favour if they were to investigate any complaints
about arrears handling?
Arrears
and Possessions training
With a gap in training material identified by the CML Arrears
and Possessions panel, we have brought together an expert
team of authors to create this suite of vitally important
e-learning courses. The CML and Absolutely have already trained
tens of thousands of industry users on MCOB and AML packages
since 2001 and have the experience and know-how in delivering
effective training.
The Arrears and Possessions course is designed to
target key areas of the Mortgage sector focusing on:
- Branch regional and national collections staff
- Legal advisers working closely with collections departments
- Call Centre staff helping borrowers who have difficulties
- Risk and credit managers who need to understand the Arrears and Possessions cycle
- Debt advisors and counsellors in the not-for-profit sector
The module of courses cover a wide range
of topics. Users and training supervisors can select those
most appropriate to their role.
Topics covered include:
- Introduction to Arrears
- Causal Factors
- Collections Activities
- MCOB
- Treating Customers Fairly
- Other regulations impacting mortgages
- Where to go for help and advice
- Benefits and credits available
- Legal processes (various jurisdictions)
- Possession
- Shortfall recovery
- Bankruptcy and IVAs
- Landlord and Tenant
- Complaints/when things go wrong
The benefits of training on-line:
- Cost effective
- Simple to use, interactive and engaging
- Suitable for all levels of staff
- Highly practical, providing real-life
examples and illustration
- Audit trail for training progress and
continuous professional development
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