Support for Vulnerable Customers: A Closer Look
The woman’s voice on the phone is filled with desperation. She’s struggling with her health and trying to sort out some payments, but within just half an hour, she mentions thoughts of suicide, even revealing that she’s found out where she could go to end it all.
On another call, follow-ups with those who reported fraud take an unexpectedly awkward turn. The woman’s story involves an abusive partner, and her description was used without her consent, highlighting a complex situation rather than a simple scam by a stranger.
When Nikki asks for details, the woman recounts a harrowing tale of sexual assault and years of financial control. She initially believed her ex-partner had prevented her from using her phone, only to discover he had actually used it to deplete her bank account.
This glimpse into the work of the Nationwide Specialist Support Team shows the challenge of helping vulnerable customers. The Architectural Association has shared a variety of cases that staff handle daily.
Cole points out that financial issues often intertwine with other problems, making it difficult for people to seek help elsewhere.
“Every week brings new challenges. It really depends on what’s happening in the world,” Shannon Hancock, the Manager of the Specialist Support Team, shares. She notes that a Netflix series triggered a spike in calls from individuals facing similar difficulties. The few cases they encounter often involve exploitation, such as children being blackmailed for explicit photos, prompting protective measures from the team.
While many banks and building societies have similar teams, their focuses can differ. Nationwide’s team was established a decade ago to primarily assist customers from the Architectural Association struggling with payment issues related to cancer. They collaborated closely with MacMillan to help clients access eligible support for issues like mortgages.
Fast forward to today: they’ve assisted over 100,000 people, and their role has evolved. Now, the majority of the 50-member team processes payments for those unable to use online banking or visit branches, identifying customers who need extra support.
On average, the team handles approximately 350 calls per day. Tina Grainger, Director of Professional Customer Support at Nationwide, notes that some individuals contact them up to 100 times each month. In addition to straightforward queries, many situations are more complex, involving domestic violence, grief, or incapacity. “There are no simple answers,” Grainger explains. “But with time and resources, we strive to help.”
Calls like the one described before may be fewer in number, yet their impact is significant. While it’s a demanding job, not everyone has the resilience needed to join this team.
Each day’s calls, while not all dramatic, carry weight for those involved. I overhear one where Sarah speaks with a gentleman struggling with mortgage payments due to suspended disability benefits. His family has stepped in to help clear his debts, and during their extensive conversation, Sarah explores whether he should contest the benefits decision or if he’ll need to repay them. She reassures him, addressing his guilt about relying on family support, saying, “If financial difficulties arise, just reach out to us. We’re here to help.” The relief in his voice is palpable.
Calls can range from 10 minutes to 2 hours, usually conducted from home, without clocks to rush anyone. It’s remarkable to think about the comfort provided by someone who can truly listen and invest time. Sometimes, these conversations lead to the involvement of authorities when emergencies are reported.
The previous call resulted in the woman getting her payments settled, a refund for the former partner’s misuse of her account, and the woman contemplating suicide receiving urgent help. These interactions can indeed change—or even save—lives.
