困难支持
困难、脆弱客户与升级支持
HarbourStep 把困难支持做成 borrower-facing 页面，方便客户在现金流压力、健康因素、家庭暴力风险、语言障碍或时间紧迫时，直接进入人工支持路径，而不是继续走普通销售节奏。
我们先处理什么
困难支持优先
If a borrower is under financial pressure, family violence risk, health stress, language friction, or another vulnerability, the case should move into a slower and more supported path instead of ordinary sales follow-up.
脆弱客户保护
The platform should offer extra support for customers who need an interpreter, more time, a lower-pressure communication channel, or a nominated support person in the workflow.
人工优先分流
Hardship or vulnerable-customer requests should be triaged ahead of ordinary lead nurture and routed into human review as early as possible.
联系前准备这些信息
现有 case email、Consent ID 或内部 reference，方便团队快速对齐记录。
当前压力点，例如收入中断、结算时点、家庭暴力安全安排、语言支持需求或健康限制。
你希望的联络方式，例如只邮件、不方便接电话、需要翻译、或需要指定支持联系人。
处理方式说明
Borrowers should only be asked for documents that are genuinely needed to understand the situation, such as income disruption, urgent deadlines, or the preferred contact pathway.
Where the platform cannot safely keep the case moving, the borrower should be told what pauses, referrals, or external support paths are more appropriate next.
投诉或争议仍可按 Initial response within 1 business day, internal review target within 30 calendar days 的目标进入合规路径。
直接提交困难或脆弱客户支持请求
HarbourStep
Monday to Friday, 9:00-17:00