Course description
Senior Financial Services Customer Adviser Apprenticeship
This can involve dealing with individuals, businesses, or a small portfolio of accounts. Along with a high level of technical knowledge and skills across a wide range of products. Understanding customer demands and meeting their needs with appropriate products and services is a key part of fulfilling the role of a Senior Financial Services Customer Adviser.
There are many aspects of working directly with customers within the financial services sector. Product knowledge, compliance and industry regulations are just part of the requirements. You’ll also need exceptional skills in communication with the ability to listen and understand. This programme helps you to prepare and develop in all the areas you need so you can establish a successful career in banking, or insurance.
Through this programme you will advance your technical product knowledge. You will be hands-on in gaining practical experience in a customer-facing environment: delivering exceptional service. Of course, you will also learn how to work as part of a wider team, supporting colleagues, referring to specialists and serving the organisation effectively and competently.
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Upcoming start dates
Suitability - Who should attend?
Set by individual employers, but typically includes:
- 5 GCSE’s (including English and Maths) or Equivalent OR
- Significant work experience
You must be employed in a role relevant to this programme to be eligible to apply. This Apprenticeship is for front line roles within Banks and Building Societies that deal with customers, either in a branch, over the phone, through the internet or an operations centre that supports other areas.
Outcome / Qualification etc.
What will you learn?
- An understanding of how your organisation fits within the financial services industry
- Knowledge of the financial services’ legal and regulatory framework operates and how this applies to your role
- Understanding and fulfilling your customers’ needs
- Developing strong, effective relationships with your colleagues
- Analysing and solving problems within regulatory guidelines and your company’s policies
- Growth in your role and continuous improvement and development.
Skills and Behaviours
You develop the following:
- Customer Relationship Management
- Delivering Results
- Teamwork
- Communicating and Influencing
- Problem Solving
- Continuous Improvement
- Personal Development
- Honesty and Integrity
- Flexibility
- Resilience
Qualification achieved
- Senior Financial Services Customer Advisor Level 3 Apprenticeship
Choose one qualification from the following:
- Chartered Banker Institute (CBI) Professional Banker Certificate
- Chartered Banker Institute (CBI) Professional Banker Diploma
- Chartered Insurance Institute (CII) Certificate in Insurance
Training Course Content
- Professional Ethics, Culture and Conduct in Banking
- The Principles or Credit, Effective Lending and Security
- The Regulatory and Legal Framework
- How Banking and the Wider Economy Interact
- Effective Relationships with Customers
- Risk Management in Banking
- The Role of Risk in Banking
- CBI route – Professional Banker Diploma modules include:
- Professional Banker Certificate
- Banking Operations
- Introduction to Credit
- CII route – Certificate in Insurance modules include:
- IF1 Insurance, Legal and Regulatory
- IF3 Insurance Underwriting Process
- IF4 Insurance Claims Handling Process
Continuing Studies
Progression upon completion
- You can apply for professional membership of either the CBI or CII, depending on your chosen qualification
- Consider further CBI qualifications such as Associate Chartered Banker and Chartered Banker Diploma within higher level apprenticeships
- Further study and qualifications including the Insurance Professional Level 4 Apprenticeship
- Progress your career through further work experience
Typical Job Roles
Customer Advisor, Personal Banker and Insurance Handler.