Financial Services Customer Adviser

On a financial services customer adviser apprenticeship course, you’ll help support customers of banks and building societies. The financial services customer adviser apprenticeship is designed for use in banks and building societies, although it may also apply to other financial services.

Within these organisations, several front-line roles deal with customers on various transactions within a detailed regulatory and risk framework—these may occur in a branch, over the phone, via the internet, or by an individual in an operations centre that supports other areas of the business.

Typical financial services Customer adviser activities include dealing with customer enquiries in branches, assisting customers in using new digital services, dealing with enquiries by phone, email, or post, administering customer accounts, resolving problems and complaints, proactively contacting customers, identifying sales opportunities, and making referrals.

What you’ll learn

On a financial services customer adviser apprenticeship course, you’ll learn to:

• Provide excellent service by recognising and meeting or surpassing client expectations.
• Assist customers in using digital solutions. When appropriate, initiate contact with consumers and develop connections with them. 
• Identify client requirements and refer them as needed. Where applicable, support the company’s commitment to the local community by participating in events and establishing a local network.
• Deliver services to consumers by using business systems and procedures. Takes initiative to achieve agreed-upon individual and team performance targets in accordance with corporate policy, values, standards, and regulatory requirements. 
• Consistently help and work with colleagues to accomplish goals. 
• Build and maintain excellent working connections with one’s team and other sections of the organisation with whom they interact. 
• Helps others in the team. Be aware of one’s team function and how it affects others.
• Identify and act on opportunities to enhance performance and service within your position.

Entry requirements

You’ll usually need:

• Depending on the employer, but likely GCSEs or equivalent qualifications or relevant experience.
• Apprentices without level 2 English and maths will need to achieve this before taking the end-point assessment.

Assessment methods

The End Point Assessment comprises two distinct assessment methods: 

• Portfolio of Evidence
• Professional Discussion

Restrictions and requirements

You’ll need to:

• pass enhanced background checks

Duration, level, subjects

Apprenticeship standard

More information about the Level 2 Financial Services Customer Adviser Apprenticeship standard can be found here.

Apprenticeship end point assessment

For more information about the End Point Assessment Process, please read the Institute of Apprenticeships’ information page.