AFIA is pleased to host a member webinar with Financial Counselling Australia, providing practical insights into the role of financial counsellors and how they support people experiencing financial hardship.
This session will help members better understand what financial counsellors do, the types of challenges their clients are facing, and how financial institutions can work more effectively with financial counsellors to support better customer outcomes.
The webinar will feature perspectives from both face-to-face financial counsellors and counsellors working through phone and chat-based services, including the National Debt Helpline and/or Small Business Debt Helpline. Speakers will share real-world examples, common client experiences, and what a positive interaction with a creditor can look like for both the customer and the organisation.
The session will also explore how to recognise signs of financial hardship, common causes and indicators, the link between hardship and mental health, and practical ways to refer customers to financial counselling support.
Key Discussion Points
What financial counselling is, including what financial counsellors can and cannot do
The role of face-to-face, phone and chat-based financial counselling services
Common issues clients are presenting with, including hardship and debt stress
What good engagement between financial institutions and financial counsellors looks like
How to recognise signs of hardship and understand common causes
Practical ways to raise financial counselling support with customers and make referrals
This session is highly relevant for AFIA members working across hardship, vulnerability, collections, customer service, complaints, compliance, risk and frontline support teams
Register here