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As part of their financial wellness strategy, companies should focus on financial protection and take special care with vulnerable customers, 


They include clients experiencing mental health problems. That means anticipating the needs of vulnerable customers by identifying the 


vulnerability earlier, protecting them from harm and ensuring that they are consistently treated fairly. This is an opportunity for companies in 


financial services build trust and demonstrate purpose. To better protect vulnerable customers, financial services companies should:


Research the needs of vulnerable customers. To better identify vulnerable customers and understand the challenges they face, companies must 


conduct in-depth design research. You must understand who is vulnerable and what is vulnerable. Prioritize concrete evidence over 


assumptions. Apply qualitative and quantitative methods to understand vulnerability drivers and indicators and the impact that being vulnerable can have 


in a person's ability to interact with financial services. Surveys or focus groups can help you understand the risks of harm to 


vulnerable consumers, what prevents them from managing their finances effectively, and why they may find it difficult to disclose their information. Nationwide 


Building Society se ha asociado con expertos y organizaciones benéficas relevantes, incluido el Money Advice Service y el Money and Mental Health Policy Institute, 


para desarrollar una base de conocimientos sobre vulnerabilidades.

Desarrolle capacidades que les ayuden a identificar la vulnerabilidad antes. Las empresas pueden identificar la vulnerabilidad de manera más eficaz: 1) capacitando al 


personal para detectar e informar signos de vulnerabilidad, 2) ayudando a los clientes a que se revelen por sí mismos y 3) invirtiendo en herramientas, tecnologías y 


sistemas de información para identificar la vulnerabilidad a través del análisis de datos. El servicio de asesoramiento sobre deudas Tully permite a los usuarios 


revelar sus circunstancias, como problemas de salud mental o discapacidad.

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