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a training resource
Financial Inclusion
Contents
About the training 2
Delivering the training 4
How the resource is structured 5
Aims, learning outcomes and resources required 6
Topic 1 – Financial Exclusion 7
i) Key messages
ii) Session Plan (includes introduction to day) iii) Powerpoint slides
Topic 2 – Financial Capability 14
i) Key messages ii) Session Plan iii) Powerpoint slides
Topic 3– Types of accounts 20
i) Key messages ii) Session Plan iii) Powerpoint slides
Topic 4– Opening accounts and potential barriers 24
i) Key messages ii) Session Plan iii) Powerpoint slides
Topic 5– 1dentity (1D) and Address Verification (AV) 28
i) Key messages ii) Session Plan iii) Powerpoint slides
Topic 6 – Working with local financial institutions 32
i) Key messages ii) Session Plan iii) Powerpoint slides
Topic 7– Supporting clients in managing accounts 36
i) Key messages
ii) Session Plan (includes wrap-up to day) iii) Powerpoint slides
About the training
This training resource is intended for organisations to train staff that work with clients who may experience financial exclusion, and who may need support to access and use a suitable account for managing their money.
Topic 1 of this resource gives a general introduction to financial exclusion – further background and research on financial exclusion can be found at www.transact.org.uk. Financial exclusion forms a part of wider exclusion and so may not always be the primary cause for concern for your clients. However, the ability to take control of your finances can be an important step in regaining control of other areas of your life – being able to access an appropriate account with which to do this is of fundamental importance.
About Toynbee Hall
Toynbee Hall produces practical innovative programmes to meet the needs of local people, improve conditions and enable communities to fulfil their potential.
The organisation makes a difference by producing local programmes that have the power to become national solutions, with a constant and ongoing commitment to the development of social policy and networks for positive change.
Toynbee Hall has played a pioneering role in financial inclusion in the UK, and continues to deliver a range of projects that seek to meet the needs of individuals and communities facing financial exclusion across the UK. For further information visit www.toynbeehall.org.uk/financialinclusion
About Financial Learning at NIACE
NIACE
The National Institute of Adult Continuing Education (NIACE) exists to encourage more and different adults to engage in learning of all kinds. We campaign for, and celebrate the achievements of adult learners, young and old, and in all their diversity. NIACE is the largest organisation working to promote the interests of learners and potential learners in England and Wales. NIACE works to support an increase in the total numbers of adults participating in formal and informal learning in England and Wales, and we also want to ensure that the quality of their learning experiences is the highest possible. We believe through adult learning, we can create and maintain a more skilled and knowledgeable workforce whilst building learning communities in which people can explore shared enthusiasms and work together as active citizens.
Financial Learning
We do this through:
Researching what adults want to learn about finance, and how they learn.
Developing teaching materials.
Helping tutors find out about policy and practice.
Helping tutors talk to each other about their work.
We believe financial learning is a vital part of adult education. New technology and changes in the banking system have left many people feeling lost. In recent years problems caused by unmanaged debts have become more common. Budgeting, saving and personal money management will always be important to people and can provide empowering opportunities for many learners.
NIACE also aims to co-ordinate Financial Learning activity across England and Wales. We gather information on current work and provide useful resources for everyone interested in financial learning.
For further information visit http://www.niace.org.uk/
About ‘now let’s talk money’
This work is funded by ‘now let’s talk money’. The ‘now let’s talk money’ campaign is a UK-wide Government campaign, administered by the Department for Work and Pensions (DWP) and delivered by a network of regional stakeholder managers. It aims to direct people looking for financial assistance to local trusted sources where they can find information on affordable credit, confidential advice on money matters, and advice on suitable bank accounts. To find out more about ‘now let’s talk money’, please log on to the website www.nowletstalkmoney.com.
Acknowledgements
We are indebted to Caryn Loftus for her work in developing this resource, as well as Martha Lawton, Jonquil Lowe and Barbara Nance for their comments.
Delivering the training
This training will help improve understanding of:
Financial Inclusion and Financial Exclusion, its causes and the effects of being excluded
The importance of having the appropriate skills, knowledge and confidence to be financially
included and where and how you can assist your clients to improve these
This training will help support you to:
Assist your clients in understanding their account needs and then choosing an account
appropri-ate for those needs
Support your clients to overcome possible barriers in the account opening process, including the
provision of documents to prove your identity and address
Form constructive relationships with local financial institutions
Know how best to support your clients in using different account features
This has been developed by Toynbee Hall in collaboration with NIACE, and forms part of a wider five module training programme in financial capability and inclusion. All modules can be used towards gaining a qualification in Adult Financial Capability at Level 3 (Level 3 is roughly the equivalent of an A-level).
This pack consists of:
comprehensive session plans with trainer notes
powerpoint slides
handouts
The session(s) is designed to be delivered by an individual who has some experience in training delivery but is not necessarily an expert in the subject matter. It is intended for small or medium-sized groups (between 5-15 individuals) and makes use of a number of existing resources, the majority of which are
freely available via the internet.1Of those for which there is a purchase cost involved, we would
recommend that a copy of the Personal Finance Handbook – available through Toynbee Hall (www.toynbeehall.org.uk) – may be of most use to trainers. Trainers should take the time to familiarise themselves with the session plans, handouts and resources used before delivering any training.
Along with the core material, there are optional activities that can be included to extend the training. It is intended that the session is discursive and should draw on the experience of the participants and their clients. The session(s) assume that participants have no prior knowledge of financial inclusion or banking.
The handouts are included as an appendix and can be photocopied from this resource to be distributed during the session. The powerpoint slides can either be replicated from this resource or downloaded via www.transact.org.uk/banking. The powerpoint slides online also have additional trainer notes.
How the resource is structured
The next section lists the training aims, learning outcomes, basic materials required and additional materials that would be useful to have and where these can be accessed.
Following this, the training resource is divided into seven separate topics that can be completed together over the course of a day, or adapted to allow individual sections to be used in isolation. The topics are:
Financial Exclusion
Financial Capability
Types of accounts
Opening accounts and barriers to this
Identity (ID) and Address Verification (AV)
Working with local financial institutions
Supporting clients in managing accounts
Each topic sets out:
The key messages to take from the segment
The time required for the segment
The segment’s session plan, making clear what are actions, questions and notes for trainers
Powerpoint slides for the segment
In addition to this, the session plans show the overall timings if the topics were to be presented back-to-back over the course of a day and suggests where breaks can be included. The introduction to the day and the wrapping up of the day can be found at the start of the first topic and end of the final topic but can be moved if topics are being presented in isolation.
The handouts used throughout the training are included as an appendix at the end of this resource and can be replicated or photocopied for use in the sessions. Please acknowledge this resource as the source.
Financial Inclusion and Bank Accounts
A training resource
Aims:
Introduce the concepts of financial exclusion, financial inclusion and financial capability
Enable intermediaries to support clients opening and using bank accounts
Learning Outcomes:
Understand the effects of financial exclusion and the benefits of financial inclusion
Understand the benefits of increasing levels of financial capability
Understand the banking options available
Understand how to support clients to select, open and use the most appropriate type of
account for their needs
Understand how to work effectively with local financial institutions
Materials required:
PowerPoint and data projector
Internet access (if available)
Flipchart, paper, pens
Post it notes
Session handouts
Additional Materials (if available):
NIACE (www.niace.org.uk):
Adult Financial Capability Framework (2nd Edition)
Money-go-Round CD-Rom
MoneyPower CD-Rom
Moneymatterstome Guide – topic on Bank Accounts
Colossal Cards
Financial Products Resource Pack – Basic bank account section
Bridging the Gap DVD
Toynbee Hall (www.toynbeehall.org.uk):
Personal Finance Handbooks for participants
Toynbee Hall Guide to ID
Guide to Financial Capability for Social Housing Tenants Others
Others:
Credit Explained (http://www.ico.gov.uk/)
FSA leaflet ‘Top Tips’ (http://www.fsa.gov.uk/financial_capability/pdfs/toptips.pdf)
‘Financial Fringe’ payment methods leaflet
(http://www.bba.org.uk/content/1/c6/01/25/36/financial_fringe_guide.pdf)
Information leaflets: In brief Financial Exclusion; In brief Financial Capability
(www.transact.org.uk/info)
Just the Facts Basic Bank Account leaflets
(http://www.moneymadeclear.fsa.gov.uk/pdfs/bank_accounts.pdf)
Just the Facts Credit Union leaflets (http://www.moneymadeclear.fsa.gov.uk/
pdfs/credit_unions_ink.pdf)
Banking Code (available at any bank or from
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Financial exclusion is a term that is commonly defined as being
excluded from financial goods and services. However, the impact this
exclusion can have goes beyond the financial to form a part of wider
social exclusion.
Financial exclusion is a state, not a trait. People may move into
becoming financially excluded and may move out of being financially
excluded.
Barriers that exclude an individual may be thought of as existing
either on the ‘supply’ side or the ‘demand’ side. Many ‘demand side’
obstacles can be the result of low skill, knowledge, motivation and/or
confidence levels. An intermediary’s work often focuses on assisting
clients with this.
Session length:
50 minutes (including 10 minute introduction)
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W h at d o e s th e g ro u p u n d e rs ta n d b y fi n an ci al e xc lu si o n ? M ak e a n o te o f th e se o n t h e f lip ch ar t an d d is cu ss S h o w s lid e 4 . T h e t e rm w as f ir st c o in e d b y th e O F T in t h e la te 1 9 9 0 ’s a n d is o ft e n u se d in d if fe re n t w ay s. It is m o st o ft e n d e fi n e d a s a b ro ad c o n ce p t d e sc ri b in g a la ck o f ac ce ss t o , a n d u se o f, a r an g e o f fi n an ci al se rv ic e s. A d e fi n it io n o f F in an ci al In cl u si o n m ay h e lp p e o p le u n d e rs ta n d F in an ci al E xc lu si o n : F in an ci al In cl u si o n is a s ta te in w h ic h p e o p le h av e a cc e ss t o a p p ro p ri at e , a ff o rd a b le a n d d e si re d f in an ci al p ro d u ct s an d s e rv ic e s. It is a ch ie ve d b y fi n an ci al li te ra cy a n d f in an ci al c a p a b ili ty o n t h e p ar t o f th e c o n su m e r, an d a cc e ss a n d p ro d u ct s o n t h e p ar t o f fi n an ci al p ro d u ct , s e rv ic e s an d a d v ic e s u p p lie rs . 0 :0 0 1 0 m in s 0 :1 0 4 0 m in s H a n d o u t 1 : O u tl in e a n d R e so u rc e s S li d e s 1 /2 F li p ch a rt a n d p e n s P e rs o n a l F in a n ce H a n d b o o k ( P F H ) S li d e 3 F li p ch a rt , p a p e r, p e n s S li d e 4 P F H c h 1 p p 2 -5?
S li d e 5 S li d e 6 S li d e 7 F in an ci al E xc lu si o n is a s ta te , n o t a tr ai t, ie p e o p le m ay m o ve in a n d o u t o f b e in g f in an ci al ly e xc lu d e d , so w e t e n d t o t al k a b o u t p e o p le ‘f ac in g f in an ci al e xc lu si o n ’ r at h e r th an ‘b e in g f in an ci al ly e xc lu d e d ’, w h ic h im p lie s a p e rm an e n t co n d it io n . W h at f ac to rs m ay m ak e f in an ci al e xc lu si o n m o re li ke ly ? S lid e 5 s h o w s a ra n g e o f fa ct o rs ( fr o m P F H p 3 ) w h ic h m ak e f in an ci al e xc lu si o n m o re li ke ly : • G e o g ra p h ic al lo ca ti o n • P h ys ic al a cc e ss p ro b le m s • P ro ce d u ra l b ar ri e rs • La n g u ag e a n d c u lt u ra l b ar ri e rs • U n su it a b le p ro d u ct s • C o n fu si n g p ro d u ct s • P re -c o n ce p ti o n a n d p as t e x p e ri e n ce T h in ki n g a b o u t yo u r cl ie n ts , w h ic h a re f ac to rs a n d f o r w h o m a n d w h y? W h at d o y o u t h in k ar e t h e e ff e ct s o f fi n an ci al e xc lu si o n ? D is cu ss s lid e s 6 & 7 : F in an ci al e ff e ct s o f fi n an ci al e xc lu si o n ( P F H p 2 ): • V u ln e ra b le t o f in an ci al s h o ck s • D e n ie d o th e r fi n an ci al p ro d u ct s • U n a b le t o a ff o rd o th e r p ro d u ct s • Fo rc e d t o p ay m o re S o ci al e ff e ct s o f fi n an ci al in cl u si o n • E m p lo ya b ili ty • A cc e ss t o g o o d a n d s e rv ic e s • A d d it io n al t im e a n d e ff o rt c o st s • A cc e ss t o w e lf ar e H av e y o u c o m e a cr o ss e x am p le s o f th e se w it h y o u r cl ie n ts ??
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T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s H a n d o u t 2 : F in a n ci a l E x cl u si o n in t h e P e rs o n a l F in a n ce H a n d b o o k In fo rm a ti o n le a fl e t – In b ri e f: F in a n ci a l E x cl u si o n S li d e 8 S li d e 9 G iv e o u t H an d o u t 2 . T h is r e ca p s w h at h as ju st b e e n d is cu ss e d In fo rm at io n le af le t ‘I n b ri e f: F in an ci al e xc lu si o n ’ i s a su m m ar y o f F in an ci al E xc lu si o n p ro d u ce d b y Tr an sa ct , t h e n at io n al f o ru m f o r fi n an ci al in cl u si o n , a n d t h e R e so lu ti o n F o u n d at io n . In tr o d u ce s lid e 8 – w h at p o lic y e x is ts a ro u n d f in an ci al in cl u si o n F in an ci al In cl u si o n P o lic y: T h e G o ve rn m e n t h as d ev e lo p e d a f in an ci al in cl u si o n s tr at e g y to : • In cr e as e a cc e ss t o b an k ac co u n ts a n d o th e r fi n an ci al p ro d u ct s • P ro v id e a ff o rd a b le c re d it a n d m o n ey a d v ic e • E x te n d t h e t ak e -u p o f in su ra n ce p ro d u ct s b y lo w -i n co m e h o u se h o ld s K ey a ct iv it ie s in cl u d e : -£ 1 3 0 m F in an ci al In cl u si o n F u n d ( F IF ) -E st a b lis h in g t h e F in an ci al In cl u si o n T as kf o rc e t o m o n it o r p ro g re ss o n t h e o b je ct iv e s th e G o ve rn m e n t h as s e t o u t an d m ak e r e co m m e n d at io n s o n w h at m o re n e e d s to b e d o n e . -G o ve rn m en t’ s ‘N o w le t’ s Ta lk M o n ey ’ c am p ai g n e n co u ra g es in te rm ed ia ri es t o h el p in cr ea se t h ei r cl ie n ts ’ f in an ci al c o n fi d en ce a n d c ap ab ili ty . F in an ci al In cl u si o n C h am p io n s is a d ev el o p m en t o f th e ‘N o w le t’ s Ta lk M o n ey ’ c am p ai g n a n d w ill w o rk w it h lo ca l a u th o ri ti es , s o ci al la n d lo rd s an d o th er k ey p ar tn er s to m ak e su re p eo p le h av e ac ce ss t o b as ic f in an ci al s er vi ce s, s u ch a s sa fe sa vi n g , b an k ac co u n ts , m o n ey a d vi ce , h o m e co n te n ts in su ra n ce a n d a ff o rd ab le c re d it . It c an b e h e lp fu l t o t h in k o f b ar ri e rs a s b e in g e it h e r su p p ly o r d e m an d . S u p p ly s id e b ar ri e rs e x is t at t h e p o in t o f su p p ly ( th e f in an ci al in st it u ti o n ) an d d e m an d s id e b ar ri e rs a re t h o se t h at li e w it h t h e in d iv id u al . W h at d o e s th e g ro u p t h in k ar e p o te n ti al s u p p ly s id e o b st ac le s an d w h at a re p o te n ti al d e m an d s id e o b st ac le s? H o w c an t h ey a ss is t yo u r cl ie n ts a ro u n d t h e se o b st ac le s? In tr o d u ce s lid e 9 . D is cu ss e x am p le s o f su p p ly a n d d e m an d s id e is su e s.?
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M an y d e m an d s id e o b st ac le s ca n b e t h e r e su lt o f lo w s ki ll, k n o w le d g e , m o ti va ti o n a n d /o r co n fi d e n ce le ve ls o f th e in d iv id u al = f in an ci al c a p a b ili ty . A k ey e le m e n t o f in te rm e d ia ri e s w o rk o n d e m an d fo cu se s o n a ss is ti n g c lie n ts w it h t h is . A re t h e re q u e st io n s o n a n y o f th is ? K e y m e ss a g e s fr o m t h is s e ct io n : • F in a n ci a l e x cl u si o n is a t e rm t h a t is c o m m o n ly d e fi n e d a s b e in g e x cl u d e d f ro m fi n a n ci a l g o o d s a n d s e rv ic e s. H o w e v e r, t h e im p a ct t h is e x cl u si o n c a n h a v e g o e s b e y o n d t h e f in a n ci a l t o f o rm a p a rt o f w id e r so ci a l e x cl u si o n . • F in a n ci a l e x cl u si o n is a s ta te , n o t a t ra it . P e o p le m a y m o v e in to b e co m in g fi n a n ci a ll y e x cl u d e d a n d m a y m o v e o u t o f b e in g f in a n ci a ll y e x cl u d e d . • B a rr ie rs t h a t e x cl u d e a n in d iv id u a l m a y b e t h o u g h t o f a s e x is ti n g e it h e r o n t h e ‘s u p p ly ’ s id e o r th e ‘d e m a n d ’ s id e . M a n y ‘d e m a n d s id e ’ o b st a cl e s ca n b e t h e r e su lt o f lo w s k il l, k n o w le d g e , m o ti v a ti o n a n d /o r co n fi d e n ce le v e ls . A n in te rm e d ia ry ’s w o rk o ft e n f o cu se s o n a ss is ti n g c li e n ts w it h t h is .Topic 1:
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Topic 1:
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Topic 2
Financial capability
Financial capability consists of the skills, knowledge and confidence
to manage money and use financial products effectively.
The FSA is leading on a national project to help improve people’s
levels of financial capability. Anybody can struggle with this – it is not
restricted to those who may face financial exclusion.
Basic literacy and numeracy skills can impact on financial capability.
When considering how to assist somebody with their financial
capability, where relevant these skills should be considered.
The Adult Financial Capability Framework has been devised to help
people consider what constitutes being financially capable. While
helping others it is important to ensure we recognize where we
ourselves may have skill gaps.
Session length:
40 minutes (50 with optional extra activity)
NB: when training is delivered in a single day a 20 minute break is
recommended at the end of this session
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W h at d o y o u u n d e rs ta n d b y fi n an ci al c a p a b ili ty ? A ft e r d is cu ss in g t h is , s h o w t h e ‘t e x tb o o k ’ d e fi n it io n o n s lid e 1 0 . T h is n o t o n ly e n co m p as se s sk ill s an d kn o w le d g e b u t al so in vo lv e s th e c o n fi d e n ce /m o ti va ti o n t o p u t th e se in to a ct io n . S h o w s lid e 1 1 . T h e F in an ci al S e rv ic e s A u th o ri ty ( F S A ) is c u rr e n tl y le ad in g o n a N at io n al S tr at e g y fo r F in an ci al C a p a b ili ty . In d o in g t h is t h ey c o n d u ct e d a b as e lin e s u rv ey t o g au g e c u rr e n t le ve ls o f fi n an ci al ca p a b il it y in t h e U K . Fu rt h e r in fo rm a ti o n o n t h is c a n b e o b ta in e d f ro m t h e F S A w e b si te . Y o u c a n d o w n lo ad t h e ir la te st n ew sl e tt e r to f in d o u t w h at is c u rr e n tl y h a p p e n in g . F S A s u rv ey h ig h lig h te d f o u r m ai n t h e m e s:•
La rg e n u m b e rs o f p e o p le f ro m a ll se ct io n s o f so ci e ty a re n o t ta ki n g b as ic s te p s to p la n a h e ad .•
T h e p ro b le m o f o ve r-in d e b te d n e ss is n o t th at it a ff e ct s a la rg e p ro p o rt io n o f th e p o p u la ti o n , b u t th at w h e n it s tr ik e s it is o ft e n s ev e re , a n d t h at m o re p e o p le m ay f in d t h e m se lv e s in t ro u b le in a n e co n o m ic d o w n tu rn .•
M a n y p e o p le a re t a k in g o n f in a n ci a l ri sk s w it h o u t re a li si n g i t, b e ca u se t h e y st ru g g le t o c h o o se p ro d u ct s th at t ru ly m e e t th e ir n e e d s.•
T h e u n d e r-4 0 s, o n w h o m s o m e o f th e g re at e st d e m an d s ar e n o w p la ce d , ar e t yp ic al ly m u ch le ss fi n an ci al ly c a p a b le t h an t h e ir e ld e rs . In tr o d u ce t h e g ra p h s ‘F in an ci al C a p a b ili ty in t h e U K : E st a b lis h in g a B as e lin e’ o n s lid e s 1 2 -1 5 -P la n n in g a h e ad -C h o o si n g a p p ro p ri at e p ro d u ct s -S ta yi n g in fo rm e d -M ak in g e n d s m e e t D is cu ss t h e im p lic at io n s o f th e s h a p e s o f th e g ra p h s fo r th e w o rk o f th e p ar ti ci p an ts .?
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T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s 0 :5 0 4 0 m in s (6 0 m in s w it h e x tr as ) 1 0 m in s 1 0 m in s S li d e 1 6 In fo rm a ti o n le a fl e t – In b ri e f: F in a n ci a l C a p a b il it y S li d e 1 7 S li d e 1 8 B ri d g in g t h e G a p D V D P a rt 1 S li d e 1 9 C o p ie s o f A F C a F?
W h e re w o u ld y o u p la ce y o u rs e lv e s? W h e re w o u ld y o u p la ce y o u r cl ie n ts ? H a v e y o u a n y re ce n t e x p e ri e n ce s w h e re y o u o r a c li e n t h a d t o p la n a h e a d /c h o o se a n a p p ro p ri a te p ro d u ct /s ta y in fo rm e d /m ak e e n d s m e e t? T h e F S A h as d ev is e d a s tr at e g y fo r im p ro v in g f in an ci al c a p a b ili ty . S lid e 1 6 s h o w s th e ir s ev e n p ri o ri ty ar e as , w h ic h r e fl e ct t h e t h in ki n g t h at in te rv e n ti o n a t ke y m o m e n ts in li fe is t h e m o st e ff e ct iv e . In fo rm a ti o n l e a fl e t ‘I n b ri e f: F in a n ci a l C a p a b il it y ’ i s a s u m m a ry o f F in a n ci a l C a p a b il it y p ro d u ce d b y Tr an sa ct , t h e n at io n al f o ru m f o r fi n an ci al in cl u si o n , a n d t h e R e so lu ti o n F o u n d at io n . T h e b u lle ts o n s lid e 1 7 il lu st ra te t h e e ff e ct o f p o o r fi n an ci al s ki lls . G iv e e x am p le s o f th e se t o il lu st ra te . S lid e 1 8 s h o w s th at t h er e is a li n k b et w ee n li te ra cy , l an g u ag e an d n u m er ac y sk ill s an d f in an ci al c ap ab ili ty . H o w e v e r, n o t a ll p e o p le w h o s tr u g g le w it h l it e ra cy , la n g u a g e o r n u m e ra cy w il l n e ce ss a ri ly h a v e d if fi cu lt ie s m an ag in g t h ei r fi n an ce s an d t h e co n ve rs e. A d F LA G a re t h e A d u lt F in an ci al L it er ac y A d v is o ry G ro u p . D o a n y o f th e se is su e s a p p ly t o y o u r cl ie n ts ? If y o u h a v e m o re t im e , ‘B ri d g in g t h e G a p ’ D V D w as p ro d u ce d w it h b an ks a n d b u ild in g s o ci et y fo r th ei r fr o n t o f h o u se s ta ff t o h ig h lig h t fi n an ci al li te ra cy is su e s an d t h e li n k to li te ra cy a n d n u m e ra cy s ki lls . W at ch p ar t 1 f ro m B ri d g in g t h e G a p D V D t o r e -e n fo rc e li n k b e tw e e n S ki lls f o r Li fe n e e d s an d f in an ci al lit e ra cy . D o e s an yo n e h av e a n y fe e d b ac k? H o w d o w e d e ci d e w h at c o n st it u te s b e in g f in an ci al ly c a p a b le ? O n e w ay o f b re a k in g t h is d o w n i s to u se t h e A d u lt F in a n ci a l C a p a b il it y Fr a m e w o rk ( A F C a F ). T h is i s in tr o d u ce d o n s lid e 1 9 . G iv e o u t A FC aF ( if a va ila b le )?
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1 0 m in u te s H a n d o u t 3 : A d u lt F in a n ci a l C a p a b il it y F ra m e w o rk – a n in tr o d u ct io n S li d e 2 0 S li d e 2 1 S li d e 2 2 G iv e o u t H an d o u t 3 a n d t al k th o u g h t h e A d u lt F in an ci al C a p a b ili ty F ra m ew o rk T h e A d u lt F in a n ci a l C a p a b il it y Fr a m e w o rk i s a d o cu m e n t w h ic h c o v e rs a b ro a d r a n g e o f m o n e y m an ag e m e n t an d c o n su m e r is su e s. It is f o r al l t h o se in vo lv e d in f in an ci al c a p a b ili ty e d u ca ti o n in cl u d in g m o n e y a d v is e rs , te a ch e rs , tr a in e rs a n d h e lp e rs i n te re st e d i n i m p ro v in g f in a n ci a l ca p a b il it y sk il ls , kn o w le d g e a n d u n d e rs ta n d in g A F C a F p p 1 3 – T h e c o d in g s ys te m c o n st it u te s o f a c o m p o n e n t, a l e v e l o f u n d e rs ta n d in g a n d t h e n a n u m b e r, w h ic h c o rr e la te s to a s ki ll. G o t h ro u g h e x am p le o n S lid e 2 0 . H ig h lig h t th e im p o rt an ce o f e n su ri n g o w n s ki lls a re u p -t o -d at e a s in va ri a b ly w e a ll h av e s ki lls g a p s. S ig n p o st t o r e so u rc e s fo r b u ild in g F in an ci al C a p a b ili ty o n s lid e 2 1 If y o u h a v e m o re t im e , c an y o u id en ti fy f ro m t h e su m m ar y o f th e A d u lt F in an ci al C a p a b ili ty F ra m ew o rk (p ag e 1 3 ) th e sk ill s, k n o w le d g e, u n d er st an d in g a n d f in an ci al re sp o n si b ili ty t h at c lie n ts n ee d t o o p en a n d u se a b an k ac co u n t? C o m p ar e t h e ir f in d in g s w it h s lid e 2 2 . R e m in d p a rt ic ip a n ts o f u n d e rp in n in g l it e ra cy a n d n u m e ra cy s k il ls n e e d e d i n r e la ti o n t o t h e f in a n ci a l ca p a b ili ty s ki lls . A re t h e re q u e st io n s o n a n y o f th is ? K e y m e ss a g e s to t a k e f ro m t h is s e ct io n : • F in a n ci a l c a p a b il it y c o n si st s o f th e s k il ls , k n o w le d g e a n d c o n fi d e n ce t o m a n a g e m o n ey a n d u se f in a n ci a l p ro d u ct s e ff e ct iv e ly . • T h e F SA is le a d in g o n a n at io n a l p ro je ct t o h el p im p ro v e p eo p le ’s le v el s o f fi n a n ci a l c a p a b ili ty . A n y b o d y c a n s tr u g g le w it h t h is – it i s n o t re st ri ct e d t o t h o se w h o m a y f a ce f in a n ci a l e x cl u si o n . • B a si c li te ra cy a n d n u m e ra cy s k il ls c a n im p a ct o n f in a n ci a l c a p a b il it y. W h e n c o n si d e ri n g h o w to a ss is t so m e b o d y w it h t h e ir f in a n ci a l ca p a b il it y, w h e re r e le v a n t th e se s k il ls s h o u ld b e co n si d e re d . • T h e A d u lt F in a n ci a l C a p a b il it y F ra m ew o rk h a s b e e n d ev is e d t o h e lp p e o p le c o n si d e r w h a t co n st it u te s b e in g f in a n ci a ll y c a p a b le . W h il e h e lp in g o th e rs i t is i m p o rt a n t to e n su re w e re co g n iz e w h e re w e o u rs e lv e s m ay h av e s k il l g a p s.
Topic 2
Training Session Plan
Topic 2:
PowerPoint slides
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Topic 2:
PowerPoint slides
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Topic 3
Types of accounts
There are different types of account options available to clients,
which vary in the functions they have available and therefore their
suitability for different clients
You can help ensure your clients are equipped with the relevant
knowledge to make an informed decision about the account
suitable for them, but you must be careful not to offer specific
advice.
Session length:
45 minutes (60 with extras)
NB: when training is delivered in a single day a 60 minute break for lunch
is recommended at the end of this session
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T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s 1 :5 0 2 :2 0 4 5 m in s 6 0 m in s S li d e 2 3 F li p ch a rt , p a p e r, p e n s H a n d o u t 4 : T y p e s a n d Fe a tu re s o f A cc o u n ts ‘F in a n ci a l F ri n g e ’ p a y m e n t m e th o d s le a fl e t H a n d o u t 5 : I n fo rm e d C h o ic e D is cu ss io n S li d e 2 4 -2 7 F S A J u st t h e F a ct s le a fl e ts : B a si c B a n k A cc o u n ts a n d C re d it U n io n s?
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W h at t yp e o f ac co u n ts c an b e u se d f o r d ay t o d ay t ra n sa ct io n s? S h o w s lid e 2 3 . T h e f o llo w in g t yp e s o f ac co u n ts a re a va ila b le f o r d ir e ct p ay m e n t o f b e n e fi ts a n d s o m e ca n h av e w ag e s p ai d in : C u rr e n t ac co u n t B as ic b an k ac co u n t P o st O ff ic e c ar d a cc o u n t (P O ca ) C re d it U n io n a cc o u n t S o m e s a v in g s a cc o u n ts c a n a ls o b e u se d t o r e ce iv e e le ct ro n ic p a ym e n ts i f n e ce ss a ry , b u t th e fu n ct io n al it y o n t h e se v ar ie s, a n d is n o t co ve re d b y th is t ra in in g . A sk t h e g ro u p t o g iv e f e at u re s fo r cu rr e n t ac co u n ts ( th e se a re li st e d o n H an d o u t 4 it m ay b e h e lp fu l to s ta rt w it h f u n ct io n s th at r e la te t o ‘ m a ki n g a n d r e ce iv in g p ay m e n ts ’, a n d t h e n ‘o th e r fu n ct io n s’ ). W ri te t h e se o n a f lip ch a rt a n d e n su re u n d e rs ta n d in g o f te rm s (s u ch a s ‘d ir e ct , d e b it ’ a n d ‘ st a n d in g o rd e r) , t h e n c o m p ar e o th e r p ro d u ct s ag ai n st t h is . G iv e o u t H an d o u t 4 w it h li st o f fe at u re s co m p le te , an d ‘f in an ci al f ri n g e’ p ay m e n t m e th o d le af le t w it h a d e sc ri p ti o n o f so m e o f th e t e rm s u se d a n d p o in t to g lo ss ar y in P F H ( p 3 2 3 ) fo r re fe re n ce . F o r m o re in fo rm at io n o n c re d it u n io n s th e F S A le af le t ‘J u st t h e Fa ct s a b o u t cr e d it u n io n s’ c an b e h an d e d o u t. W o rk in g in p ai rs , n o te d o w n o n H an d o u t 4 t h e a d va n ta g e s an d d is ad va n ta g e s o f u si n g t h e d if fe re n t ty p e s o f ac co u n ts Fe e d b ac k in p le n ar y. G o t h ro u g h ‘ In fo rm e d C h o ic e D is cu ss io n ’ s lid e s. T h is p ro ce ss i s d e si g n e d t o h e lp i n d iv id u al s id e n ti fy w h ic h a cc o u n t m ig h t b e m o st a p p ro p ri at e w it h o u t g iv in g a d v ic e . G iv e o u t H an d o u t 5 . p p 4 -5 o f th e re vi se d F SA le af le t ‘J u st t h e Fa ct s ab o u t B as ic B an k A cc o u n ts ( 2 0 0 8 )’ c an b e u se d t o m o d el th e in fo rm e d c h o ic e d is cu ss io n a lo n g si d e a c as e s tu d y, s h o w in g h o w y o u c o u ld h e lp a c lie n t ch o o se a B as ic B an k A cc o u n t b y co m p ar in g t h e p ro d u ct s w it h t h e ir p ri o ri ti e s an d c ir cu m st an ce s.?
T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s 1 5 m in s F S A T o p t ip s le a fl e t H a n d o u t 6 : D e ci si o n m a k in g g a m e?
E n su re t h a t d e le g a te s a re a w a re o f th e d if fe re n ce b e tw e e n g e n e ri c fi n a n ci a l a d v ic e , a n d t h e s o rt o f p ro d u ct -s p e ci fi c fi n an ci al a d v ic e t h at a n I FA m ig h t o ff e r. T h e F S A le af le t ‘T o p T ip s’ g iv e s g u id an ce o n w h at y o u c an a n d c an ’t d o in t e rm s o f g iv in g g u id an ce o n m o n ey m at te rs . In te rm e d ia ri e s ar e h e re t o a n sw e r q u e st io n s an d t o p ro v id e a s m u ch in fo rm at io n a s p o ss ib le , t o e n a b le cl ie n ts t o m ak e t h e ir o w n in fo rm e d c h o ic e , n o t to a d v is e t h e m t o t ak e a s p e ci fi c p ro d u ct f ro m a s p e ci fi c p ro v id e r. R e so u rc e s su ch a s th e c o m p ar is o n t a b le s in t h e F S A g u id e , m a p s o f th e lo ca l a re a , e tc , c an b e ve ry h e lp fu l i n t h is . If y o u h a v e m o re t im e g iv e o u t H an d o u t 6 A sk t h e d e le g at e s to g e t in to g ro u p s o f 3 o r 4 , a n d i n tr o d u ce t h e d if fe re n t sc e n a ri o s in t h e D e ci si o n M ak in g G am e . E ac h g ro u p is t o t ak e a s ce n ar io a n d d e ci d e w h ic h a cc o u n t w o u ld b e m o st r e le va n t. A ft e r 1 0 m in u te s e ac h g ro u p t o f e e d b ac k o n w h y th ey c h o se t h e a cc o u n t th ey d id a n d w h y th e o th e rs w e re le ss s u it a b le . M ak e s u g g e st io n s fo r p o ss ib le c o u rs e s o f ac ti o n , b u t e m p h as is e t h at t h e re i s o ft e n n o ‘ ri g h t’ a n sw e r, ra th e r ju st a s e ri e s o f ‘b e st -w o rs t’ s o lu ti o n s! A re t h e re a n y q u e st io n s o n t h is ?Topic 3
Training Session Plan
Topic 3:
PowerPoint slides
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Topic 4
Opening accounts and
potential barriers
There are several potential barriers a client may face in opening an
account and different ways in which clients can be supported to
overcome these.
On account opening both banks and customers enter into a contract
in which they both have rights and responsibilities to each other.
Session length:
60 minutes
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T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s 3 :3 5 4 :2 0 6 0 m in u te s S li d e 2 8 P o st -i t n o te s F li p ch a rt , p a p e r, p e n s H a n d o u t 7 : O p e n in g A cc o u n ts F lo w ch a rt s S li d e 2 9?
Topic 4
Training session plan
3 :3 5 4 :2 0 6 0 m in u te s w w w .m a k in g -m o n e y -e a si e r. in fo G u id e t o F in a n ci a l C a p a b il it y f o r S o ci a l H o u si n g T e n a n ts C re d it E x p la in e d B a n k A cc o u n ts t o p ic in M o n e y m a tt e rs to m e G u id e p 6 5 -7 2 S li d e 3 0 B a n k in g C o d e Le ad t h e d is cu ss io n o n p o te n ti al w ay s o f o ve rc o m in g t h e se . W ri te id e as d o w n o n t h e f lip ch ar t. S u g g e st t h at s o m e r e so u rc e s ca n h e lp t h e m in o ve rc o m in g b ar ri e rs . G iv e t h e p ar ti ci p an ts t im e t o lo o k th ro u g h t h e r e so u rc e s:
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B an k A cc o u n ts t o p ic in M o n ey m at te rs to m e G u id e – am o n g o th er s u g g es ti o n s, t h is p ro p o se s a ro le p la y as b e in g a u se fu l w ay o f p ra ct ic in g o p e n in g a b an k ac co u n t.•
B as ic B an k A cc o u n t se ct io n o f th e Fi n an ci al P ro d u ct s R es o u rc e P ac k – O b ta in in g s am p le f o rm s fr o m lo ca l b a n ks w il l le t cl ie n ts p ra ct ic e f il lin g i n f o rm s, m a ke t h e m a w a re o f th e i m p o rt a n ce o f sm a ll p ri n t an d t h e ja rg o n u se d , a n d p re p ar e t h e m f o r th e t yp e s o f q u e st io n t h at w ill b e a sk e d . S am p le fo rm s ar e a va ila b le in t h e B as ic B an k A cc o u n t se ct io n o f th e F in an ci al P ro d u ct s R e so u rc e P ac k o r a ra n g e o f fo rm s fr o m lo ca l b an ks c o u ld b e u se d . S o m e b an ks w ill f ill t h e f o rm in e le ct ro n ic al ly a n d th e n p ri n t th e f o rm o ff t o b e s ig n e d .•
C re d it E x p la in e d – D e ta ile d i n fo rm a ti o n o n c re d it r e fe re n ce s ca n b e f o u n d i n t h e b o o k le t C re d it E x p la in e d .•
M ak in g M o n ey E as ie r – w w w .m ak in g -m o n ey -e as ie r. in fo is f o r in d iv id u al s w h o h av e d if fi cu lt y w it h re ad in g a n d w ri ti n g a n d w h o w an t to o p e n a n a cc o u n t. In tr o d u ce s lid e 3 0 a n d t h e p u b lic at io n G u id e t o F in an ci al C a p a b ili ty f o r S o ci al H o u si n g T e n an ts , w it h it s se ct io n o n r ig h ts a n d r e sp o n si b ili ti e s – B a n k in g C o d e a n d s e cu ri ty s h o u ld b e h ig h lig h te d a t th is p o in t. R e fe r to M o n ey m at te rs to m e s e ct io n o n m ak in g c o m p la in ts a n d r ig h ts /r e sp o n si b ili ti e s. T h is c an h e lp w it h o ve rc o m in g b ar ri e rs t h at a ri se f ro m p ro ce d u re s n o t b e in g f o llo w e d c o rr e ct ly . A re t h e re a n y q u e st io n s o n t h is ??
Topic 4
Training session plan
Topic 4:
PowerPoint slides
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ID and AV should not be a barrier to account opening. There is a long
list of documents that banks can accept and this list should be
requested if this is not made clear initially.
What is acceptable ID and AV to one bank or employee may not be
to another – if you are unsuccessful initially then ask to see
somebody else or try visiting a different bank or bank branch.
Session length:
20 minutes
NB: when done as a day a 15 minute break is recommended at the end
of this session
Topic 5
1dentity (1D) and Address
Verification (AV)
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T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s 3 :3 5 5 :2 0 2 0 m in u te s S li d e 3 1 S li d e 3 2 a n d 3 3 H a n d o u t 8 : P ro v in g y o u r Id e n ti ty ID G u id e : H o w t o p ro v e y o u r id e n ti ty – To y n b e e H a llId
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W h y d o e s th e g ro u p t h in k th at b an ks r e q u ir e ID a n d A V ( d o e s ev e ry b o d y u n d e rs ta n d t h e t e rm s? ) Ta lk t h ro u g h s lid e 3 1 . U n d e r th e J o in t M o n e y L a u n d e ri n g S te e ri n g G ro u p g u id a n ce b a n k s a re r e q u ir e d t o c h e ck p ro o f o f id e n ti ty a n d a d d re ss t o e n su re a cc o u n ts a re n ’t b e in g o p e n e d f o r fr au d u le n t o r te rr o ri st u se . T h e re is n o le g is la ti o n t h at d ic ta te s e x ac tl y w h at d o cu m e n ts a re a cc e p ta b le a s p ro o f o f id e n ti ty a n d a d d re ss , a n d it i s u p t o i n d iv id u a l b a n k s to i n te rp re t th e F S A ’s g u id a n ce a n d t h a t o f th e J o in t M o n e y La u n d e ri n g S te e ri n g G ro u p ( JM LS G ). It is im p o rt an t to r e m e m b e r th at it is t h e p e rs o n al r e sp o n si b ili ty o f th e b an k e m p lo ye e w h o a cc e p ts t h e ID t o c h e ck t h at it is a cc e p ta b le . In tr o d u ce t h e c o n ce p t o f sh o rt ID a n d A V li st s an d lo n g ID a n d A V li st s. O ft e n b an ks w ill o n ly a d ve rt is e a ‘s h o rt li st ’ o f ac ce p ta b le ID w h ic h w ill t e n d t o b e d o cu m e n ts s u ch a s p as sp o rt s an d u ti lit y b ill s w h ic h c lie n ts m ay n o t b e a b le t o p ro vi d e. M o st b an ks w ill a ls o p ro vi d e a lo n g er lis t o f ac ce p ta b le d o cu m en ts w h ic h w ill in cl u d e th in g s lik e Le tt er s o f en ti tl em en t to D W P b en ef it , w h ic h m ay b e e as ie r to g e t h o ld o f. R e m e m b e r to a sk in t h e b ra n ch t o s e e t h e ir lo n g li st . I f a b an k e m p lo ye e is u n su re a s to w h at e x tr a d o cu m e n ts t h ey c an a cc e p t th e n a sk t o s e e s o m e b o d y e ls e . S h o w s lid e 3 2 – ID a n d A V s h o rt li st H o w m an y o f yo u r cl ie n ts c o u ld p ro v id e d o cu m e n ts f ro m t h is s h o rt li st ? S h o w s lid e 3 3 – ID a n d A V lo n g e r lis t H o w m an y o f yo u r cl ie n ts c o u ld p ro v id e d o cu m e n ts f ro m t h is lo n g e r lis t? H an d o u t H O 7 P ro o f o f Id e n ti ty . A sk p ar ti ci p an ts t o r e fe r to t h e ‘I D G u id e : H o w t o p ro ve y o u r id e n ti ty ’ to id e n ti fy a lt e rn at iv e t yp e s o f ev id e n ce t h at t h e ir c lie n ts m ig h t h av e .?
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Topic 5
Training session plan
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T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s S li d e 3 4?
T h e in fo rm at io n is p o te n ti al ly s u b je ct t o c h an g e b o th m o n th t o m o n th , a n d b ra n ch t o b ra n ch ( as w e ll as b an k to b an k, o f co u rs e) . Y o u c an c a p tu re in fo rm at io n a b o u t w h at lo ca l b an ks a cc ep t o n t h e te m p la te g ri d o n H an d o u t 8 . R e m e m b e r th at d if fe re n t in d iv id u al s w it h in d if fe re n t b ra n ch e s o f d if fe re n t b an ks m ay b e w ill in g t o a cc e p t d if fe re n t d o cu m e n ta ti o n , a n d s o m e b ra n ch m a n a g e rs h av e d is cr e ti o n , w h e re a s o th e r b a n k s w il l u se a ce n tr al p ro ce ss in g t e am t o m ak e d e ci si o n s. In tr o d u ce s lid e 3 4 o n im p ro v in g w e ak ID a n d A V . G o t h ro u g h t h e p o in ts . If I D a n d A V i s st ill a n o b st ac le t h e n o n e w ay o f o ve rc o m in g t h is i s to f o rm lo ca l a rr an g e m e n ts b e tw e e n in te rm e d ia ri e s an d b an k b ra n ch e s. T h is w ill b e lo o ke d a t in t h e n e x t se ct io n . A re t h e re a n y q u e st io n s o n t h is ?Topic 5
Training session plan
Topic 5:
PowerPoint slides
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Topic 6
Working with local
financial institutions
It is a useful exercise to scope your local financial institutions to
ensure you know where they are, how they can be contacted, and to
keep any notes on past experiences.
Building relationships with local bank branches is a great way to
ensure your clients’ needs are met by that branch. Most (but not all)
managers will respond positively to you if you approach them in a
professional manner.
Session length:
20 minutes
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T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s 5 :1 0 5 :5 5 2 0 m in u te s In te rn e t re so u rc e -M a p p in g t h e lo ca l fi n a n ci a l i n st it u ti o n s (y o u w il l n e e d t o c re a te th is y o u rs e lf v ia G o o g le m a p s) S li d e 3 5 a n d 3 6W
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It is im p o rt an t to e n su re t h at y o u a re a w ar e o f w h e re y o u r lo ca l b an k b ra n ch e s ar e a s w e ll as a d d it io n al in fo rm at io n s u ch a s lo ca l ca sh m a ch in e s/ cr e d it u n io n s/ p o st o ff ic e s. O n e w ay t o m a p t h e se i s to u se G o o g le M a p s (h tt p :/ /m a p s. g o o g le .c o .u k/ ). T h is a ls o a llo w s yo u t o k ee p u p t o d at e co n ta ct in fo rm at io n an d a n y o th e r n o te s o n p re v io u s v is it s. T h is c an a ls o b e h e lp fu l t o c lie n ts d u ri n g t h e a cc o u n t d e ci si o n m ak in g p ro ce ss . If p o ss ib le , d e m o n st ra te h o w G o o g le M a p s ca n b e u se d t o c o n d u ct a b an k sc o p in g e xe rc is e . D o e s an yo n e a lr e ad y h av e a c o n n e ct io n w it h a lo ca l b an k? D is cu ss a n y e x am p le s th e g ro u p m ay h av e , h o w t h ey w e re e st a b lis h e d a n d h o w t h ey w o rk . W h at a re t h e b en ef it s o f h av in g a c o n n ec ti o n w it h a lo ca l b an k? ( R em em b er , b en ef it s m ay b e to y o u a n d yo u r cl ie n ts o r to t h e b an k) B e n e fi ts t o t h e in d iv id u al /i n te rm e d ia ry in cl u d e :•
U n d e rs ta n d in g ID /A V n e e d s•
B u ild in g a s p e ci al r e la ti o n sh ip•
A rr an g in g a p p o in tm e n ts /r e fe rr al s sy st e m s•
Jo in t w o rk in t h e c o m m u n it y•
P ro v id in g a s e rv ic e , a n d a n sw e ri n g q u e st io n s (t h e b an ks )•
Id e n ti fy in g b ra n ch is su e s an d u n d e rs ta n d in g t h e ir t ar g e ts B e n e fi ts t o t h e b an k in cl u d e :•
Jo in t w o rk in t h e c o m m u n it y•
B e tt e r u n d e rs ta n d in g o f lo ca l c o m m u n it y an d d if fe re n t cl ie n t g ro u p s•
V o lu n te e ri n g o p p o rt u n it ie s•
A n im p ro ve d s e rv ic eTopic 6
Training session plan
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T im e E la p s e d D u r a t io n o f s e c t io n A c t io n s Q u e s t io n s N o t e s R e s o u r c e s S li d e 3 7?
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D o e s an yo n e h av e a n y su g g e st io n s as t o h o w t h e se c an b e e st a b lis h e d ? Ta lk t h ro u g h t h e f o llo w in g s te p s in w o rk in g w it h lo ca l f in an ci al in st it u ti o n s:•
Id en ti fy t h e lo ca l b ra n ch es o f b an ks , b u ild in g s o ci et ie s, P o st O ff ic es , C re d it U n io n s an d A T M s (f re e an d ch ar g in g ). Y o u c an r e co rd d e ta ils o f lo ca l I D a n d A V r e q u ir e m e n ts o n H O 9•
V is it b ra n ch e s at a q u ie t ti m e .•
N e e d t o c o m e a cr o ss a s a p ro fe ss io n al , e .g . d re ss , b ad g e , s am p le p a p e rw o rk•
B e c o n st ru ct iv e•
G at h e r a ra n g e o f m at e ri al f ro m e ac h o f th e lo ca l b ra n ch e s.•
A rr an g e t o m e e t th e lo ca l b ra n ch m an ag e rs t o o u tl in e t h e w o rk y o u d o . R e m e m b e r, y o u r a b ili ty t o f o rm a r e la ti o n sh ip w it h a lo ca l b ra n ch w ill a lw ay s d e p e n d o n t h e m an ag e r in th at b ra n ch . S o m e m ay b e m o re r e ce p ti ve t o y o u t h a n o th e rs . I f yo u h av e a b a d e x p e ri e n ce w it h o n e b ra n ch t h e n d o n ’t le t th at p u t yo u o ff a p p ro ac h in g o th e rs . A re t h e re a n y q u e st io n s o n t h is ?Topic 6
Training session plan
Topic 6:
PowerPoint slides
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Topic 7
Supporting clients in
managing accounts
Clients may well require additional support from you in managing
their accounts and the resources to help you do this are available.
Clients should also be aware that if they are experiencing specific
problems with an aspect of their banking then they can approach
their banks with this and they may be able to offer additional
assistance.
Session length:
45 minutes (including 15 minute wrap-up)
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