Inclusive Banking: Safeguarding Vulnerable Consumers - Credit

This is an awareness program designed to equip banking professionals with the knowledge, skills, and tools necessary to effectively identify, support, and manage vulnerable consumers with empathy, ethical practices, and regulatory compliance while providing practical strategies to ensure vulnerable customers are treated fairly and with dignity.

Programme Outline

Learning Objectives

By the end of the programme, participants will be able to:

Understand the concept of vulnerability and its implications in banking
Be able to identify and support vulnerable consumers effectively
Develop practical skills to communicate and engage with vulnerable customers empathetically
Implement strategies to mitigate risks and ensure fair treatment
Contribute to creating a more inclusive and ethical banking environment

Programme Outline

Module 1 – Understanding Vulnerable Customers in Banks
Definition of vulnerable consumers
Types of vulnerable consumers
Importance of managing vulnerable consumers ethically and effectively
Module 2 – Identifying and Supporting Vulnerable Consumers
Signs of vulnerability
Tools and processes for identification
Roles of front-line staff
Balancing compliance and compassion: Identifying and supporting vulnerable customers
Module 3 – Regulatory Framework
Key regulation – Treat Customer Fairly
PDPA, Disability Act 2008 and FSA 2013
Consequence of non-compliance
Module 4 – Communication Strategies
CARE Framework
Effective communication with vulnerable consumers
Managing and support mechanism
Module 5 – Consumer vulnerability
Lessons learnt and best practices

METHODOLOGY

PowerPoint, videos, interactive, presentations/discussions, case-studies

Participant profile

Front-liners, customer service personnel and public facing personnel, relationship managers with more than 5 years’ experience

Trainer

Dr. Lim Guan Chye

Director of Commercial Banking Training, Asian Banking School

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Dr. Lim Guan Chye

Director of Commercial Banking Training, Asian Banking School

Dr. Lim Guan Chye (GC) is the Director of Commercial Banking Training at the Asian Banking School. He is an author, speaker, facilitator, consultant and a HRD Corp accredited Trainer. He leads a team of trainers/consultants that deliver up-to-date customised as well as exam-based training programmes for the financial industry. GC is conversant in training programme content design and customisation for delivery and is responsible for designing programmes such the Certified Mortgage Advisor and a 29-day Commercial Banking Training Module.

He has 25 years of experience as a banker with several local and foreign banks in the capacity as Regional Manager and Branch Manager; and is well-versed with credit evaluation/assessment, banking operations, branch management, the legal aspects of banking and behavioural economics. GC also has worked for 10 years in group companies including a public listed company in various senior management capacities such as Finance Director and Group General Manager.

He is a Certified Credit Professional (CCP) awarded by IBBM in 2001 (now known as the Asian Institute of Chartered Bankers). GC holds a Degree in Economics (2nd Upper Honours) from the University of Malaya and a Doctorate in Business Administration (DBA) from the EU Business School, Geneva in 2019. GC obtained his Chartered Banker MBA (Merit) from Bangor University, Wales together with his Chartered Banker status awarded by the Chartered Banker Institute, Edinburgh in 2023.

He also completed the Cambridge Summer School Programme at the Judge Business School, University of Cambridge, as well as the Global Banking Leaders Programme at the Bayes Business School (formerly Cass), City, University of London. He is a life-long learner and is passionate about sharing his experiences in banking and business where he published his 2nd book entitled “The Quick Guide Series – About Business & Banking” in January 2021 and in 2024, he authored his 3rd book on “Business Credit & Lending” commissioned by the Asian Banking School.