Employee vulnerability in financial services

Using AI to evidence that staff have the skills and capability to recognise and respond to the needs of customers in vulnerable circumstances.

A year on from the release of the regulator’s FG21/1 Guidance for firms on the fair treatment of vulnerable customers, we review the FCA's latest findings for areas of improvement. This Insight Guide examines how AI-powered continual assessment provides a best-in-class solution to satisfy three critical regulatory areas for firms:

  • Demonstrate how training for staff results in improved customer outcomes.

  • Provide MI to boards that enables improvements in vulnerability strategies and governance processes.

  • How to adopt a data-driven, scalable and evidence-based approach to embed a purposeful vulnerability awareness culture that senior management can demonstrate.


Access Insight Guide here...