Barclays staff trained to help vulnerable customers

Tuesday 25 April 2017

Barclays say a staff-led initiative has prompted them to lay on extra training to meet customers’ needs.

Recently staff in one Jersey branch noticed a deterioration in one of their elderly customer’s ability to talk. The person had been a customer for many years but they started to forget what they were coming in for and tried to repeat transactions. Staff became concerned for their welfare.

The bank says it wasn’t an isolated case, and that the number of customers made vulnerable by issues such as serious illness, dementia, mental health problems, learning difficulties and customers who have been a victim of financial fraud, is on the increase.

According to the bank, the training means employees are now better placed, “...to notice customers’ changing circumstances, identify key concerns and provide the relevant support. They also learn about which organisations and charities they can refer customers to so they can get suitable assistance.”

Barclays' Head of Local Markets in Jersey, Carol Bisson said: “We know that many people, at some point in their lives, will unfortunately have to deal with challenging personal situations such as bereavement, long-term illnesses or a family member being diagnosed with dementia.

“Barclays has rolled out this training to ensure employees have the knowledge and confidence to support customers at these difficult times.”