Senior financial services customer adviser - Team leadership
Legal, finance and accounting
Level 3 -
Supporting customers in banks or building societies (or the broader financial services sector), working at a senior level.
Reference: OCC0185A
Status:
SOC 2020 sub unit groups:
- 2422/02 Financial advisers and planners
- 4143/99 Customer service managers n.e.c.
- 7220/00 Customer service supervisors
Technical Education Products
ST0185:
Senior financial services customer adviser - Team leadership
(Level 3)
Employers involved in creating the standard:
Barclays, Cambridge Building Society, HSBC, Leeds Building Society, Lloyds Banking Group, Nationwide Building Society, RBS, Santander, TSB Bank, Virgin Money, Skipton Building Society, Geoban, Canada Life
Summary
This apprenticeship has been designed for use in Banks and Building Societies, but may have wider application across Financial Services, including Life Insurers. Within these organisations there are a number of front line roles that deal with customers and require a high level of technical knowledge and skills across a wide range of products – these may happen in a branch, over the phone, through the internet / social media or an operations centre that supports other areas. They may deal with individuals, businesses or a small portfolio of accounts. Typical activities could include, depending on the organisation, understanding customer needs and meeting those needs with the right products and services eg type of bank account / credit card / loans / insurances; promoting new digital services to encourage customers to use these channels, proactively calling customers to deepen relationships, resolving tricky complaints, working with other areas of the organisation to meet customer needs. Products within the scope of this role are core banking, savings and insurance. Any mortgage, complex investment or other regulated product opportunities will be referred to specialists.
Employers involved in creating the standard:
Barclays, Cambridge Building Society, HSBC, Leeds Building Society, Lloyds Banking Group, Nationwide Building Society, RBS, Santander, TSB Bank, Virgin Money, Skipton Building Society, Geoban, Canada Life
Typical job titles include:
Keywords:
Occupational Progression
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In this map, the focused occupation is highlighted in yellow. The arrows indicate where transferable knowledge and skills exist between two occupations. This map shows some of the strongest progression links between the focused occupation and other occupations.
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Progression decisions have been reached by comparing the knowledge and skills statements between occupational standards, combined with individualised learner movement data.
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Legal, finance and accounting