Training staff to understand the significance of complaints, unregulated and regulated, and how to manage them is vital for maintaining good relations with customers and complying with the Financial Conduct Authority’s (FCA) dispute procedures.
Customer services staff are the first point of contact for customers when dealing with financial services firms. Staff are required to correctly advise customers and identify ‘vulnerabilities’ which may expose the customers to financial detriment.
Training your staff is key in helping to understand the significance of ‘vulnerabilities’ and the steps they are required to take as per the Financial Conduct Authority (FCA) guidelines on safeguarding vulnerable persons. Firms must enable staff to understand FCA requirements on treating customers fairly while fulfilling their legal, business and social responsibilities.
Our new, immersive eLearning course explores how staff can use key communications techniques and make the right decisions, supporting vulnerable persons while meeting their compliance obligations. Go behind the scenes at the fictional bank, TrustUs and look at the various scenarios detailing vulnerabilities and how to support customers in vulnerable situations. Take the challenge to earn top Trustzar star ratings on the service you provide to customers. Your goal is to achieve a 5-star rating while correctly advising vulnerable customers and complying with the FCA’s requirements.
Find out more about our new course HERE.
The Vulnerable Persons eLearning course joins our suite of FCA Compliance courses.
Financial sanctions are part of UK’s national security and foreign policy and aims to prohibit organisations from providing financial resources to persons or organisations engaged in criminal activities, including terrorism.
While the Office of Financial Sanctions Implementation (OFSI) is in charge of enforcing financial sanction orders and issuing authorisations, it is the responsibility of the Financial Conduct Authority (FCA) to ensure that businesses have adequate systems and controls in place to mitigate the risks of financial crime and ensure that firms and individuals complying with regulation.
Failure to comply with financial sanctions is considered a criminal offence, punishable by a criminal conviction or a financial penalty imposed by OFSI.
Our newly-released immersive, interactive course looks at the UK’s financial sanctions regime and the role played by the OFSI, the FCA and HM Treasury (HMT). Learners will go behind the scenes at fictional firm Financeum, to explore the effect of poor practices around financial sanctions in governance, risk assessment, screening and reporting. Moving through scenario-based questions, take the right decisions to reduce the risk of a compliance breach and avoid a monetary penalty.
Find out more about our new course HERE.
The Financial Sanctions eLearning course joins our suite of courses on FCA Compliance.