NAVIGATE: Money, Morals & Mental Load: Ethical advice when clients are in crisis
Speakers
Colin Jowell
Principal, Good Behaviour | Founder • BillWill
Colin Jowell is a strategist and behavioural science expert with over a decade of experience advising Australia’s leading financial advice brands—including AMP, CBA, and Count Group—on brand, communications, and client experience. He is the Principal of Good Behaviour, a consultancy specialising in CX and behavioural science, and holds a Master’s in Behavioural Science from the London School of Economics, where he focused on how grief and stress influence decision-making, particularly in financial contexts. Colin is also the founder of BillWill, a platform designed to help financial advisers enhance the estate planning experience for their clients—both in preparing ahead and managing the administrative burden after death or incapacity. His work is driven by a deep belief in empathy, ethics, and making hard moments a little easier for the people left behind.
Watch Colin's video
Watch Colin's video
When clients face grief, divorce, disability, retrenchment or any life crisis, their ability to make sound financial decisions is compromised. In these moments, financial advisers don’t just provide advice—they provide stability. However, this responsibility comes with ethical risks: Are clients making informed choices? Are they too stressed to fully understand consequences? Is the adviser’s own bias shaping their recommendations? This powerful and interactive session combines behavioural science, ethical frameworks, and real-world financial scenarios to help advisers navigate life’s toughest client conversations. Attendees will leave with practical tools, to ensure they provide ethically sound, client-first advice under pressure while maintaining professional boundaries.
Learning Outcomes
Attendees will learn about the following:
- Gain insights into how stress and life transitions affect financial decision-making,
- Identify cognitive biases that distort financial judgment (for both clients and advisers),
- Learn to balance empathy with professionalism - ensuring ethical, clear-headed advice.
- Recognise ethical risks in crisis-driven decisions and leave with a structured approach to providing sound financial advice under high-stress conditions
CPD: 0.5 hrs Professionalism and Ethics / 0.5 hrs Client Care & Practice
Date & Time: Wednesday, November 19, 2025 • 11:15 AM - 12:15 PM
Location: Riverview 5
Type: Session