Vulnerable Customers
This module is designed to give learners a general understanding of how to engage in responsible lending when dealing with vulnerable customers or those facing hardship, based on New Zealand legislative requirements.
Online course details
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This module is designed to give learners a general understanding of how to engage in responsible lending when dealing with vulnerable customers or those facing hardship, based on New Zealand legislative requirements.
Course Overview
Course summary
This module is designed to give learners a general understanding of how to engage in responsible lending when dealing with vulnerable customers or those facing hardship, based on New Zealand legislative requirements.
Key modules
- Introduction - The Law
- Responsible Lending Principles
- Identifying Vulnerable Clients
- Scenario: Identifying Vulnerable Clients
- Enquiries: Needs and Goals
- Informed Decisions
- Scenario - Informing a Customer
- Recognising Financial Abuse
- Signs of Financial Abuse
- Financial Abuse Video
- What Can We Do?
- Consumer Law
- Scenario: Unconscionable Conduct
- Legal Advice
- Legal Advice Scenario
- Hardship Applications
- Older and Disabled Clients
- Challenge
Learning outcomes
By the end of this course, participants will be able to:
- Help you to recognise and identify vulnerable customers; and
- Help you to understand what your obligations are in respect of vulnerable clients and those facing hardship; and
- Assist in increasing client satisfaction with the services we provide and lessen the risk of non-compliance which might otherwise lead to loss; and
- Promote a best practice approach in dealing with vulnerable clients and those facing hardship.
Course formats
Structured Learning
Delivery options
Delivery options
SCORM-compliant file
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