When customers contact us following a scam or financial crime, they are often reaching out at one of the most vulnerable moments of their lives. Are we equipping our frontline colleagues with the skills and confidence to respond with empathy and support our customers through emotional as well as practical recovery?

In this CCMA Circle, we’re joined by Dr Nicola Harding to explore the idea of the frontline colleague as an Emotional First Responder. We’ll discuss how organisations can better prepare colleagues to support customers experiencing shock, distress and vulnerability following fraud, while balancing empathy with effective fraud prevention and resolution.

Join the Circle discussion as we explore the emotional impact of fraud, the skills today’s advisors need, and how coaching and organisational culture can help create more compassionate, confident and resilient frontline teams. Share your own challenges and ideas as we discuss what it really means to support customers when they need us most.