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Training

Training
“We can tailor our training courses to suit your team size, objectives and current skill levels.”
Darren Furlong, Lead Consultant

HOW CAN WE HELP YOU?

We provide a range of training courses, from our Good Outcomes Certification Course for agents, to bespoke training and mentoring solutions for managers and specialist roles.

1. Arum Approved Good Outcomes Training

This is our core collections training for new and existing frontline agents for any loan products. It is delivered with the FCA Consumer Duty at the heart of the content.

The course is customised to your own policies, such as forbearance, affordability, and ID&V. It uses lots of customer scenarios that are discussed with your policies in mind. It also has daily knowledge quizzes to check understanding.

Following the training, there is an embed phase during which agents will put their new knowledge to work. After 30-60 days we will assess call recordings for each agent and, if they meet the requirements, they will receive our accreditation and certificate.

2. Mortgage specific Arum Approved Good Outcomes Training

As an approved training partner of the Building Societies Association (BSA), we offer a mortgage specific good outcomes training course to all BSA members and other financial institutions who provide mortgage products.

The BSA and Arum have partnered to provide this bespoke course to ensure customer agents are equipped with the care and regulatory skills necessary to deliver fair customer treatment and good customer outcomes. 

Find out more

3. Arum Approved Good Outcomes Reaccreditation

We can deliver annual re-accreditation of the Good Outcomes training, through remote listening of agent’s call recordings.

4. Arum Mentoring and Skills Training

Customised collections operations training for all management levels.

5. Arum Specialist Training

Customised training in any skills discipline within collections.

Discuss your needs with our team

WHAT BENEFITS WILL YOU SEE?

  • Upskill your team using our experts who have decades of experience and knowledge of industry best practice
  • Learn about collections, from the basics to advanced strategies and technologies
  • Keep up to date with complex regulatory requirements
  • Ensure your customer facing agents are compliant with the Consumer Duty and TCF
  • Improve staff morale by providing them with this development opportunity

Discuss your needs with our team


TRAINING IN ACTION

Case Study

FICO Debt Manager configuration training for large financial services organisation

Case Study

Improved quality scores and arrears results following good outcomes training

Case Study

Mortgage operation for start-up bank

Case Study

Meeting Irish banking compliance regulations

Insight

Why training your collections teams has never been so important

Insight

What can agents expect from a fair customer outcomes training course?

Page

How to ensure vulnerable customers experience the right outcomes

Lloyds Banking Group
Total
Accenture
Department for Work & Pensions
HSBC
AIC
Anglian Water
Aktiv Kapital
Barclaycard
Barclays
Business Stream
Butterfield
Bank Zachodni
Car Finance Company
Clydesdale Bank
Deutsche Bank
GE Money
Hoist Finance
Intelligent Finance
ING
International Personal Finance
KBC
Money Barn
Motonovo
New Day
Pepper
Raiffeisen
RBS
Tesco Bank
TSB
Westpac
Yorkshire Bank
ESB
Eon
Scottish Power
SSE
Thames Water
UISCE
HMCTS
L&Q
Revenue Ireland
SLC
Cabot
JBW
Marstons
Walker Love
Wescot
Capgemini
CGI
Concentrix
Experian
FICO
Qualco
Barnsley Council
Newham Council
London Borough of Redbridge
YuEnergy
SES Water
NatWest
Exus
Aldermore
Atom Bank
C&R Software
Adobe
Berneslai Homes
Britannia
British Gas
Capquest
Centrica
Cognizant
Daimler
Debt Managers
Deloitte
Drydens Fairfax
Hito
HP
IBM
Katabat
Liberata
Pega
Standard Life
StepChange
Telrock (Optimus by)

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