Theme: Supporting Customers Through Financial Pressure: Insight, Action & Partnership

All eligible members will receive an email invitation with the link to register in advance. If you have not received this and would like to attend, please email info@malg.org.uk.

Agenda:

9:45 – 10:15       Arrival and Networking

10:15 – 10:30     MALG Update and Welcome

            • Peg Alexander, CEO – MALG

10:30 – 11:00     The Reality of Financial Pressure: Insights from the Money View Survey

            • Paul Fox, Partnerships Manager – Money & Pensions Service

11:00 – 11:30      Understanding & Supporting Older Customers in Financial Difficulty

            • Sarah Cardy, CEO – Age UK Wiltshire and Age UK Southampton

11:30 – 11:40     Comfort Break

11:40 – 12:30     Supporting Customers & Colleagues Through Financial Challenge – Panel Discussion

            • Richard Grinham, Servicing and Partnerships Director – Lantern
            • Paige Bird, Business Development Manager – COEO UK
            • Gary Norris, Operational Director – UK Search
            • Mark Porter, Head of Arrears and Litigation – Capital on Tap

12:30 – 13:20     Networking Lunch

13:20 – 14:10      Exploring Sector Challenges: Data, Vulnerability & Performance

            • Group discussions – Customer Experience & Engagement, Collections Strategy & Performance, Vulnerability & Financial Hardship, Regulation, Compliance & Risk, Data, Insight & Decisioning

14:10 – 14:20     Comfort Break

14:20 – 14:50     Unlocking Financial Support: Grants, I&E & Improving Customer Outcomes

            • Beth Kennedy, Head of Partnerships – Lightning Reach

14:50 – 15:00      Close and Final Thoughts

            • Sara Harris, Senior Business Development Manager – Computershare & MALG South West Steering Group Member

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