Reference Quantity: ST0185

Particulars of normal

Function and occupation:

Senior Monetary Companies Buyer Adviser

This apprenticeship incorporates an choice for these apprentices that handle a workforce as a part of their position.

Occupational profile:

This apprenticeship has been designed to be used in Banks and Constructing Societies, however might have wider utility throughout Monetary Companies, together with Life Insurers. Inside these organisations there are a variety of entrance line roles that take care of clients and require a excessive stage of technical information and expertise throughout a variety of merchandise – these might occur in a department, over the cellphone, by way of the web / social media or an operations centre that helps different areas. They could take care of people, companies or a small portfolio of accounts. Typical actions might embrace, relying on the organisation, understanding buyer wants and assembly these wants with the best services eg sort of checking account / bank card / loans / insurances; selling new digital companies to encourage clients to make use of these channels, proactively calling clients to deepen relationships, resolving tough complaints, working with different areas of the organisation to fulfill buyer wants. Merchandise throughout the scope of this position are core banking, financial savings and insurance coverage. Any mortgage, complicated funding or different regulated product alternatives will probably be referred to specialists.


Necessities: Core Data, expertise and Behaviours



What’s required

Business and firm understanding


Understands the position their sector performs in Monetary Companies, the enterprise they work in, the tip to finish buyer expertise, the corporate ‘Values’, skilled requirements, and the place their position matches within the enterprise. Understands the totally different areas of the organisation they should work with to ship for the client. Understands the place their organisation sits out there and its impression on / position within the native financial system.

Regulatory, Authorized and Compliance   Broad understanding of the Monetary Companies authorized and regulatory framework, along with how this is applicable to their position. Sound understanding of related threat and compliance necessities e.g. Data vs Recommendation, Regulated vs non-Regulated merchandise, Escalation procedures, Conduct Threat, Coaching & Competence, Complaints, Fraud Prevention. Retains updated with adjustments.
Merchandise & Companies    Broad understanding of the services provided to clients by their organisation, along with sound information of the services, their options and advantages, related to their position. Understands the vary of buyer channels, their options and advantages.
Techniques and Processes   Understands the methods, instruments and processes used within the position, along with the requirements to be met, together with IT instruments and digital banking options offered to clients. Understands how these hyperlink with different areas of the enterprise to offer seamless options for patrons.

Expertise and Behaviours


What’s required



Delivers wonderful service, figuring out and assembly or exceeding buyer necessities. Educates clients in using digital options, serving to them choose the suitable channel to take care of the organisation. Builds belief and loyalty with clients. Initiates contact with clients to deepen relationships when required. Supplies options to clients that meet their wants e.g. accounts, financial savings, loans, playing cards, insurances; or refers to specialists e.g. mortgages and controlled merchandise. Helps the corporate contribution to the local people the place acceptable. Develops a community of contacts e.g. solicitors, property brokers to offer alternatives and self- generates enterprise alternatives the place acceptable.

Delivering Outcomes


Makes use of a variety of firm methods and processes to ship companies to clients, Takes the initiative to fulfill difficult particular person and workforce efficiency measures in step with firm coverage, Values, requirements and regulatory necessities. Plans and organises their work to fulfill commitments / KPIs, not needing to be instructed what to do. Meets agreed marketing strategy goals the place acceptable.


  Persistently helps colleagues /collaborates to realize outcomes. Builds/maintains robust working relationships inside and throughout groups. Works with/negotiates with different enterprise areas to ship to the client, retaining possession by way of to decision. Helps and develops others within the workforce. Conscious of personal position within the workforce and impression on others.

& Influencing


 Offers successfully with clients/colleagues, utilizing sound interpersonal expertise and speaking effectively by way of a variety of media utilizing acceptable language e.g. cellphone, nose to nose, electronic mail, social. Listens actively to know wants and adapts their fashion to their viewers. Influences others to fulfill the client’s wants

Drawback fixing  

Works to ship the perfect buyer final result when dealing with issues and complaints. Makes use of questioning to realize perception and additional data. Takes possession by way of to decision. Helps the decision of complicated complaints and handles emotive conditions professionally. Meets inside and exterior necessities eg firm coverage and regulatory. Escalates as acceptable.


 Steady Enchancment


Identifies alternatives to enhance efficiency and repair. Takes possession of particular adjustments by way of to implementation.

Private Improvement


Seeks suggestions and acts on it to enhance their efficiency. Builds their very own functionality by way of possession of their very own growth, working with their supervisor. Retains updated with related adjustments. Helps others of their growth by way of mentoring/teaching as acceptable.

Honesty and Integrity   Truthful, honest and reliable of their actions. Reveals integrity by doing the best factor.
Maintains acceptable confidentiality always.
Flexibility   Adapts positively to altering work priorities and patterns when new duties must be accomplished or necessities change.
Resiliance    Shows power and enthusiasm in the way in which they go about their position, dealing positively with setbacks after they happen. Stays optimistic beneath stress.

 Choice – Crew management



What’s required

Crew Management  

Supplies route, conjures up and motivates the workforce to maximise efficiency and repair ranges.

Plans sources to fulfill service ranges.

 Crew Improvement    Manages the efficiency of people. Helps their growth e.g. by way of growth, planning, mentoring, teaching.
Compliant supply   Works with the workforce to make sure all actions meet authorized / regulatory / threat necessities and that each one supply required requirements and reporting necessities are met.



The size of this apprenticeship is predicted to be 12 – 24 months. For entry at this stage it could usually be 18-24 months, with development from Degree 2 being nearer to 12 months.


The apprentice will full an acceptable qualification/examination (as thought of most related by the employer) from one of many following Skilled Our bodies:

  • Chartered Banker Institute – Skilled Banker Certificates; Skilled Banker Diploma (optionally available modules embrace – Inexperienced & Sustainable Finance, Compliant Dealing with); Certificates in Grievance Dealing with; Certificates in Offshore Banking Apply
  • Chartered Insurance coverage Institute – Award In Retail Banking; Certificates In Monetary Companies; Certificates in Insurance coverage; Award in Monetary Administration; Group Threat
  • Chartered Institute of Securities & Funding – Funding Operations Certificates
  • The London Institute of Banking & Finance – Certificates in Retail and Digital Banking (CertRDB). (This qualification replaces the LIBF Certificates in Retail Banking & Conduct (CertRBCB). All new apprentices ought to take CertRDB. Any current apprentices half manner by way of their research might full CertRBCB.
  • Certificates in Enterprise Banking and Conduct*; Certificates in Shopper Debt Assortment; Certificates in Monetary Administration and Planning; Certificates in Supervising in a Regulated Setting; Certificates for Specialists in Automotive Finance; Certificates in Worldwide Commerce and Finance. (The LIBF {qualifications} “Award in Buyer Complaints dealing with” and “Cert in Regulated Complaints Dealing with” are withdrawn – current apprentices will need to have taken their exams by 1.5.2019)

From 09.08.21, the Certificates in Enterprise Banking and Conduct (CertBB&C) will probably be changed with the Degree 3 Certificates in Enterprise Banking (CertBB). All new apprentices ought to take the Degree 3 Certificates in Enterprise Banking (CertBB). Any current apprentices partway by way of their research might full the Degree 3 Certificates in Enterprise Banking and Conduct (CertBB&C) and can have the chance to finish their qualification inside their 12 month registration window.

English and Maths

Apprentices with out stage 2 English and maths might want to obtain this stage previous to taking the Finish-Level Evaluation. For these with an training, well being and care plan or a legacy assertion, the apprenticeship’s English and maths minimal requirement is Entry Degree 3. A British Signal Language (BSL) qualification is a substitute for the English qualification for these whose major language is BSL

Hyperlink to skilled registration and development

This normal places the apprentice on the pathway in direction of or permits them to use for skilled membership of the Chartered Banker Institute, the London Institute of Banking & Finance, the Chartered Institute of Securities and Funding or the Chartered Insurance coverage Institute, relying on which qualification is taken.

This apprenticeship could possibly be an entry stage position to the enterprise or a development from a decrease stage position or apprenticeship, constructing on the information and expertise gained in that position or apprenticeship. On completion of this apprenticeship, the apprentice will probably be absolutely competent within the position and may proceed to develop their profession throughout the organisation by way of a variety of potential pathways. This might embrace shifting into giving recommendation on regulated merchandise eg mortgages, turning into a specialist in an space eg complaints, or persevering with in a service position.


This can be a Degree 3 apprenticeship.

Evaluation date

After 3 years or when vital change is required.


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