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Overview

This apprenticeship has been designed for use in banks and building societies, but may have wider application across the financial services. Within these organisations there are a number of front line roles that deal with customers on a range of transactions within a detailed regulatory and risk framework – these may happen in a branch, over the phone, through the internet or by an individual in an operations centre that supports other areas of the business. Depending on the organisation, typical activities may include: working as a branch cashier, dealing face to face with customers and answering enquiries, helping customers use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving relatively straightforward problems and complaints, proactively contacting customers, identifying sales opportunities and making referrals.

Please note, this programme will run from February 2022.

Occupation

Financial Services Customer Advisor

Level

Level 2

Typical duration

12-18 months

Code

ST0178

Maximum Funding Value

£3,500

Delivery model

Delivery is flexible to suit the individual apprentice and their employer. The apprentice will have a minimum of one tutorial per month either in person in the workplace or remotely via an online meeting. Group sessions may be available on some programmes.

Entry requirements

  • Level 2 Functional Skills must be achieved prior to end point assessment (this content will be blended into the apprentice's study programme if it is required).
  • Apprentices must be employed in order to study for this qualification. Please see our Apprenticeship vacancies.
  • The apprentice must be at least 16 years of age.

Knowledge outcomes

  • Industry and company understanding:
    • Understands the role banking plays in financial services and the business they work in.
    • Knows the company ‘values’, professional standards and where their role fits in the business.
  • Regulatory, legal and compliance:
    • Broad understanding of the financial services legal and regulatory framework, together with how this applies to their role.
    • Understands specific compliance and risk requirements that apply to their role, for example, data protection, training and competence, fraud prevention, conduct risk, complaints, information vs advice.
  • Products and services: 
    • Overview of the products and services offered to customers by their company, together with a broad understanding of the products and services that they support in their role.
  • Systems and processes: 
    • Understands the systems, tools and processes used in the role.
    • Understands the standards to be met, including IT tools and digital banking solutions provided to customers.
    • Understands how these interact with the wider organisation where applicable.

Skills Outcomes

  • Customer service: 
    • Delivers excellent service, identifying and meeting or exceeding customer requirements. Supports customers in the use of digital solutions.
    • Initiates contact with customers and builds relationships with them when appropriate.
    • Can identify customer needs and refers where appropriate.
    • Supports the company contribution to the local community, getting involved in activities and building a local network, where appropriate.
  • Delivering results: 
    • Uses company systems and processes to deliver services to customers.
    • Takes the initiative to meet agreed individual and team performance measures in line with company policy, values, standards and regulatory requirements.
    • Plans and organises their work to meet commitments and performance measures.
  • Teamwork: 
    • Consistently supports colleagues and collaborates to achieve results.
    • Builds and maintains strong working relationships with own team and other parts of the organisation they deal with.
    • Aware of their own role within the team and their impact on others.
  • Communication: 
    • Deals effectively with customers and colleagues.
    • Shows good interpersonal skills and the ability to communicate well through a range of media such as over the phone, face-to-face, email and social media.
    • Avoids jargon and uses the correct technical terms where appropriate.
    • Listens well to understand customer needs.
    • Can adapt their style to their audience.
  • Problem solving: 
    • Works to deliver the best customer outcome, in line with company policy, regulation and best practice.
    • Escalates as appropriate.

Behaviour outcomes

  • Continuous improvement:
    • Identifies opportunities to improve performance and service and acts on them within the authority of their role.
    • Successfully implements changes that are required.
  • Personal development:
    • Seeks feedback and acts on it to improve their performance.
    • Builds their own capability through ownership of their own development and working with their manager.
    • Keeps up to date with relevant changes.
  • Honesty and integrity:
    • Truthful, sincere and trustworthy in their actions.
    • Shows integrity by doing the right thing.
    • Maintains appropriate confidentiality at all times.
  • Flexibility:
    • Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change.
  • Resilience:
    • Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occurs.
    • Remains positive under pressure.

External qualifications

This apprenticeship does not feature any external qualifications.

End Point Assessment

  • Portfolio
  • Professional discussion

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For more information about this course please contact us.


Queens Court Regent Street Barnsley South Yorkshire S70 2EG
Tel: 01226 216760 | Email: info@ind-training.co.uk | www.independenttrainingservices.co.uk

These course details were downloaded on 22/06/2021

https://www.independenttrainingservices.co.uk/courses-new/accounting-and-finance/apprenticeships/financial-services-customer-advisor-level-2-apprenticeship-standard/

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