Debt collection and vulnerability: past, present and future

Debt collection staff are often the first to encounter or hear about people in vulnerable circumstances, Our exclusive podcast, developed in conjunction with UK Finance for our joint Vulnerability Academy looks at what has been, the current state and the future of vulnerability within debt collection: 1. Looking back - what factors have driven the changes we're seeing in relation to vulnerabilities? Understanding the game-changers and milestones. 2. Current challenges - what we are seeing on the frontline of collection activity at the moment, and what this means for customers in vulnerable customers. 3. Multichannel communication - what channels are desirable for consumers, commercially realistic for firms, and expected by the regulator? 4. Innovation and investment - what is going to be different or remain the same going forward? Podcasts comprise a regular component of the Vulnerability Academy curriculum. In this discussion the Money Advice Trust's Vulnerability Lead Chris Fitch is joined by: - Bob Kingdon, Director of Compliance at Intrum UK. - Emma Bantges, Senior Team Leader, Vuln. Customers Champ, Cabot Financial. - Colin Trend, Lead Trainer, Money Advice Trust. - Sara Williams, Debt Camel Blogger, Citizens Advice Adviser.