open navigation close navigation
EQ Podcast Supporting Vulnerable Customers

The Equiniti Podcast – Series 1, Episode 4: Supporting Vulnerable Customers And Staff

16 December 2021

Stuart Simpson from EQ Benefactor and Amanda Rochford, Head of Customer Accessibility & Inclusion at EQ, recently spoke about vulnerability and the changing needs of both customers and members of staff as a result of the pandemic.

Topics discussed in this episode include:

  • The fallout of the pandemic and the increase in financial vulnerability
  • The extra complications of dealing with bereavement because of COVID-19
  • The increase of online scammers as more people shopped online
  • Empowering staff to be able to make the right decisions to help customers

Defining vulnerability has never been easy, as there is not a one-size fits all approach. The pandemic impacted the financial stability of millions of people, but there were also many unforeseen knock-on effects as a result of lockdown restrictions. Stuart and Amanda discuss the challenges people faced when dealing with extremely challenging situations, such as a bereavement and the importance of training staff to deal with vulnerable customers.

Listen to the full podcast below:
 


This episode is part of the Without Boundaries Series, which focuses on ideas and practical solutions that regulated businesses can adopt to make positive change.

EQ helps resolve cultural, technical, and operational challenges to make good regulation a reality.

TALK TO OUR EXPERTS MORE ABOUT WITHOUT BOUNDARIES

We have detected that you are in United States. We think that Equiniti US would be more suited to deal with your needs.