The VCX Community of Learning
Our experience of implementing vulnerability training started in February 2018 and has been our full-time job ever since. We founded Vulnerable Customer eXperience (VCX) in 2020 and have put all that knowledge into a training package that guarantees firms a learning journey to FCA compliance. However, in the same way that the FCA are not making supervision around vulnerability a 'one-off tick box', we are not simply selling one-off training courses. We have built a community of experts focused on delivering compassionate customer service to every customer including those in vulnerable circumstances. We provide a full eLearning suite of 'core' and 'partner' training modules, The Signpost vulnerability database, expert charity support, enterprise-level management consulting and content from the latest academic research in finance and economics. Membership is open to all who seek regulatory compliance and who commit to the fair treatment of vulnerable customers. To join the VCX Community please self-register on the eLearning portal where you will find details of the annual subscription fees.
VCX Core Modules
Transforming the culture of every FCA regulated firm to support vulnerable customers is no small task. When you further consider the impact on colleague wellbeing now that we are 'tasked' with discussing a customer's personal support needs, and doing this without breaching data protection law, it becomes very difficult indeed. These modules we call our Core Modules and are essential for all customer facing colleagues and their management to achieve this transformation.
VCX Partner Modules
VCX bring together a deep understanding of human behaviour, education and experience in the finance sector. We can educate colleagues on the FCA's requirements and coach them to have better customer conversations, but we cannot always deliver real practical support to those in need. This often requires professional expertise and skills that go beyond what we can be expected to deliver. We work with charity partners that deliver that support every day. These training modules we call our Partner Modules and here we share best practice and top tips to help us to engage with customers experiencing difficult times. We are not training finance colleagues to be counsellors or doctors, we are providing knowledge of the support that is available and how we can connect those in need with the services that will help them.
These training modules are hosted on the VCX eLearning Portal. This is a deeply engaging blended learning environment that encourages, tracks and certifies your experience of the VCX Learning Journey, and the Partner Learning Journey. You can self-register a learning account on the eLearning portal and dip your toe in the water by taking the free 10 minute Mini-Module.