CSA Panel Round-up: Managing Conflicting Approaches to Vulnerability
By Robin Griffiths
In our recent panel session at the CSA’s UK Credit & Collections Conference, we delved into the complex and critical topic of vulnerability, exploring its nuances across sectors and the potential for alignment. Here's a summary of the key takeaways from our discussion.
1. Sector-Specific Approaches to Vulnerability
We began by acknowledging that approaches to vulnerability can vary widely across different sectors, be it finance, healthcare, or other industries. The presence of regulation plays a significant role in shaping these approaches. However, we emphasised that regardless of sector, some creditors are more adept at handling vulnerability issues than others. The overarching focus should be on delivering the right outcome for the consumer, as this ultimately benefits all parties involved in the long term.
2. The Case for a Central Record of Vulnerability
The idea of a central record of vulnerability garnered much attention. While it holds promise in principle, several challenges were highlighted. One major challenge is the need to keep such a record current and accurate, given the ever-changing nature of personal circumstances. Moreover, finding universally agreed definitions that strike the right balance between providing useful information and safeguarding personal data remains a formidable obstacle, particularly when considering variations across sectors.
3. Leveraging Additional Data Sources
Our discussion also touched upon the potential of tapping into additional data sources to better identify vulnerability. Some participants raised the idea of expanding access to information like the Blue Badge database, suggesting that this could enhance our ability to pinpoint vulnerability and offer appropriate assistance.
4. Self-Identification in the Customer Journey
Panelists highlighted the importance of self-identification in the customer journey. Making it easier for customers to self-identify as vulnerable without the need for extensive burden of proof, as this can significantly reduce the time it takes to reach a positive outcome.
In conclusion, our panel session shed light on the multifaceted nature of vulnerability and the varying approaches across sectors. While a central record of vulnerability holds promise, there are substantial challenges to address. Additionally, the importance of self-identification in the customer journey was underscored as a means to expedite positive outcomes. Ultimately, the overarching goal remains to ensure the welfare of consumers, benefiting both individuals and businesses in the long run.
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