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Description

Over-Indebtedness of Retail Clients: Detecting, Managing and Supporting

Identify a client in financial difficulty and guide them through a process they can understand

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Over-indebtedness builds up slowly: repeated incidents, a permanent overdraft, credit cards and revolving facilities drawn down to repay other commitments. Relationship officers often detect these situations late, and the conversation becomes difficult because the client conceals the reality or refuses to discuss any formal settlement process.

These two days provide the reference points needed to handle such files: reading the client's budget, warning signals, amicable solutions, how a debt settlement process unfolds before the competent authority, and the effects on accounts and credit facilities. Participants practise conducting interviews with clients in difficulty who are not asking for help.

Learning objectives

  • Identify the warning signals of a deteriorating financial situation
  • Build a client budget and measure real repayment capacity
  • Explain to the client how a debt settlement process unfolds
  • Identify the measures that may be decided and their effects on outstanding debts
  • Conduct a difficult interview while protecting the relationship and the professional framework

What makes this programme different

Interviews are role-played with clients who minimise or deny their situation
A client budget is built and reworked until genuine repayment capacity appears
The programme links file handling with day-to-day account management

Programme

1Detection and diagnosis

Seeing it coming before the final incident

  • Warning signals in the way the account operates
  • Debt structure and the role of revolving facilities and credit cards
  • Building the budget and determining disposable income
  • Distinguishing a temporary difficulty from entrenched over-indebtedness

2Amicable resolution

Seeking a solution before formal proceedings

  • Restructuring facilities and deferring instalments
  • Debt consolidation and the limits of the operation
  • Discussions with other creditors
  • Monitoring the commitments made by the client

3Debt settlement process

Supporting without acting in place of the client

  • Filing the application and the role of the competent authority
  • Admissibility and effects on ongoing enforcement action
  • Possible settlement measures and the treatment of debts
  • Status of bank accounts during the process

4Client relationship and follow-up

Sustaining the relationship over time

  • Conducting an interview with a client in difficulty
  • Reactions of shame, denial and aggression
  • Access to banking services and account operation during the measures
  • Following up the client once the measures are in place

Who is it for

Retail relationship officers, collections officers, staff in litigation and recovery departments, and branch account managers.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.