Apprenticeship training course

Senior financial services customer adviser (level 3)

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Information about Senior financial services customer adviser (level 3)

Supporting customers in banks or building societies (or the broader financial services sector), working at a senior level.

• Knowledge, skills and behaviours:
  View knowledge, skills and behaviours

  Knowledge

  • Understands the role their sector plays in Financial Services, the business they work in, the end to end customer experience, the company ‘Values’, professional standards, and where their role fits in the business.
  • Understands the different areas of the organisation they need to work with to deliver for the customer.
  • Understands where their organisation sits in the market and its impact on / role in the local economy.
  • Broad understanding of the Financial Services legal and regulatory framework, together with how this applies to their role. Sound understanding of relevant risk and compliance requirements e.g. Information vs Advice, Regulated vs non-Regulated products, Escalation procedures, Conduct Risk, Training & Competence, Complaints, Fraud Prevention. Keeps up to date with changes.
  • Broad understanding of the products and services offered to customers by their organisation, together with sound knowledge of the products and services, their features and benefits, relevant to their role.
  • Understands the range of customer channels, their features and benefits.
  • Understands the systems, tools and processes used in the role, together with the standards to be met, including IT tools and digital banking solutions provided to customers.
  • Understands how these link with other areas of the business to provide seamless solutions for customers.
  • Understands the role their sector plays in Financial Services, the business they work in, the end to end customer experience, the company ‘Values’, professional standards, and where their role fits in the business.
  • Understands the different areas of the organisation they need to work with to deliver for the customer.
  • Understands where their organisation sits in the market and its impact on / role in the local economy.
  • Broad understanding of the Financial Services legal and regulatory framework, together with how this applies to their role. Sound understanding of relevant risk and compliance requirements e.g. Information vs Advice, Regulated vs non-Regulated products, Escalation procedures, Conduct Risk, Training & Competence, Complaints, Fraud Prevention. Keeps up to date with changes.
  • Broad understanding of the products and services offered to customers by their organisation, together with sound knowledge of the products and services, their features and benefits, relevant to their role.
  • Understands the range of customer channels, their features and benefits.
  • Understands the systems, tools and processes used in the role, together with the standards to be met, including IT tools and digital banking solutions provided to customers.
  • Understands how these link with other areas of the business to provide seamless solutions for customers.

  Skills

  • Delivers excellent service, identifying and meeting or exceeding customer requirements. Educates customers in the use of digital solutions, helping them select the appropriate channel to deal with the organisation. Builds trust and loyalty with customers. Initiates contact with customers to deepen relationships when required. Provides solutions to customers that meet their needs e.g. accounts, savings, loans, cards, insurances; or refers to specialists e.g. mortgages and regulated products. Supports the company contribution to the local community where appropriate. Develops a network of contacts e.g. solicitors, estate agents to provide opportunities and self- generates business opportunities where appropriate.
  • Uses a wide range of company systems and processes to deliver services to customers, Takes the initiative to meet challenging individual and team performance measures in line with company policy, Values, standards and regulatory requirements. Plans and organises their work to meet commitments / KPIs, not needing to be told what to do. Meets agreed business plan objectives where appropriate.
  • Consistently supports colleagues /collaborates to achieve results. Builds/maintains strong working relationships within and across teams. Works with/negotiates with other business areas to deliver to the customer, retaining ownership through to resolution. Supports and develops others in the team. Aware of own role in the team and impact on others.
  • Deals effectively with customers/colleagues, using sound interpersonal skills and communicating well through a range of media using appropriate language e.g. phone, face to face, email, social. Listens actively to understand needs and adapts their style to their audience. Influences others to meet the customer’s needs
  • Works to deliver the best customer outcome when handling problems and complaints. Uses questioning to gain insight and further information. Takes ownership through to resolution. Supports the resolution of complex complaints and handles emotive situations professionally. Meets internal and external requirements eg company policy and regulatory. Escalates as appropriate.
  • Provides direction, inspires and motivates the team to maximise performance and service levels.
  • Plans resources to meet service levels.
  • Manages the performance of individuals. Supports their development e.g. through development, planning, mentoring, coaching.
  • Works with the team to ensure all activities meet legal / regulatory / risk requirements and that all delivery required standards and reporting requirements are met.
  • Delivers excellent service, identifying and meeting or exceeding customer requirements. Educates customers in the use of digital solutions, helping them select the appropriate channel to deal with the organisation. Builds trust and loyalty with customers. Initiates contact with customers to deepen relationships when required. Provides solutions to customers that meet their needs e.g. accounts, savings, loans, cards, insurances; or refers to specialists e.g. mortgages and regulated products. Supports the company contribution to the local community where appropriate. Develops a network of contacts e.g. solicitors, estate agents to provide opportunities and self- generates business opportunities where appropriate.
  • Uses a wide range of company systems and processes to deliver services to customers, Takes the initiative to meet challenging individual and team performance measures in line with company policy, Values, standards and regulatory requirements. Plans and organises their work to meet commitments / KPIs, not needing to be told what to do. Meets agreed business plan objectives where appropriate.
  • Consistently supports colleagues /collaborates to achieve results. Builds/maintains strong working relationships within and across teams. Works with/negotiates with other business areas to deliver to the customer, retaining ownership through to resolution. Supports and develops others in the team. Aware of own role in the team and impact on others.
  • Deals effectively with customers/colleagues, using sound interpersonal skills and communicating well through a range of media using appropriate language e.g. phone, face to face, email, social. Listens actively to understand needs and adapts their style to their audience. Influences others to meet the customer’s needs
  • Works to deliver the best customer outcome when handling problems and complaints. Uses questioning to gain insight and further information. Takes ownership through to resolution. Supports the resolution of complex complaints and handles emotive situations professionally. Meets internal and external requirements eg company policy and regulatory. Escalates as appropriate.
  • Provides direction, inspires and motivates the team to maximise performance and service levels.
  • Plans resources to meet service levels.
  • Manages the performance of individuals. Supports their development e.g. through development, planning, mentoring, coaching.
  • Works with the team to ensure all activities meet legal / regulatory / risk requirements and that all delivery required standards and reporting requirements are met.

  Behaviours

  • Identifies opportunities to improve performance and service. Takes ownership of specific changes through to implementation.
  • Seeks feedback and acts on it to improve their performance. Builds their own capability through ownership of their own development, working with their manager. Keeps up to date with relevant changes. Supports others in their development through mentoring/coaching as appropriate.
  • Truthful, sincere and trustworthy in their actions. Shows integrity by doing the right thing.
  • Maintains appropriate confidentiality at all times.
  • Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change.
  • Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Stays positive under pressure.
  • Identifies opportunities to improve performance and service. Takes ownership of specific changes through to implementation.
  • Seeks feedback and acts on it to improve their performance. Builds their own capability through ownership of their own development, working with their manager. Keeps up to date with relevant changes. Supports others in their development through mentoring/coaching as appropriate.
  • Truthful, sincere and trustworthy in their actions. Shows integrity by doing the right thing.
  • Maintains appropriate confidentiality at all times.
  • Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change.
  • Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Stays positive under pressure.
• Apprenticeship category (sector): Legal, finance and accounting
• Qualification level: 3; Equal to A level
• Course duration: 18 months
• Funding: £11,000 ; Maximum government funding for ; apprenticeship training and assessment costs.
• Job titles include:
  • finance worker
  • financial consultant

View more information about Senior financial services customer adviser (level 3) from the Institute for Apprenticeships and Technical Education.