Reference Quantity: ST0178

Particulars of normal

Position / Occupation:

Monetary Providers Buyer Adviser

Occupational Profile:

This apprenticeship has been designed to be used in Banks and Constructing Societies, however might have wider utility throughout Monetary Providers. Inside these organisations there are a variety of entrance line roles that cope with prospects on a spread of comparatively simple transactions inside an in depth regulatory and danger framework – these might occur in a department, over the telephone, by way of the web or be accomplished by a person in an operations centre that helps different areas of the enterprise. Typical actions might embrace, relying on the organisation, department cashier, dealing head to head with buyer enquiries in branches, serving to them use new digital providers, coping with enquiries by telephone, e mail or put up, administering buyer accounts, resolving comparatively simple issues and complaints, proactively contacting prospects, figuring out gross sales alternatives and making referrals.

Necessities: Information, Abilities and Behaviours


What is required

Business and firm understanding

Understands the position banking performs in Monetary Providers, the enterprise they work in, the corporate ‘Values’, skilled requirements and the place their position matches within the enterprise.

Regulatory, Authorized and Compliance

Broad understanding of the Monetary Providers authorized and regulatory framework, along with how this is applicable to their position. Understands particular compliance and danger necessities that apply to their position e.g. Knowledge Safety, Coaching & Competence, Fraud Prevention, Conduct Danger, Complaints, Data vs Recommendation.

Merchandise and Providers

Overview of the services supplied to prospects by their firm, along with a broad understanding of the services that they help of their position.

Programs and Processes

Understands the programs, instruments and processes used within the position, along with the requirements to be met, together with IT instruments and digital banking options offered to prospects. Understands how these work together with the broader organisation the place relevant.

Skills & Behaviours

What is required

Buyer Service

Delivers wonderful service, figuring out and assembly or exceeding buyer necessities.

Helps prospects in the usage of digital options. Initiates contact with prospects and builds relationships with them when applicable. Identifies buyer wants and refers the place applicable. Helps the corporate contribution to the local people, getting concerned in actions and constructing a neighborhood community, the place applicable.

Delivering Outcomes

Makes use of firm programs and processes to ship providers to prospects, Takes the initiative to fulfill agreed particular person and workforce efficiency measures in keeping with firm coverage, Values, requirements and regulatory necessities. Plans and organises their work to fulfill commitments and efficiency measures.


Persistently helps colleagues and collaborates to attain outcomes. Builds and maintains sturdy working relationships with personal workforce and different components of the organisation they cope with. Helps others within the workforce. Conscious of personal position throughout the workforce and their impression on others.


Offers successfully with prospects and colleagues, exhibiting good interpersonal abilities and the power to speak properly by way of a spread of media e.g. telephone, head to head, e mail, social media. Avoids jargon and makes use of the proper technical phrases the place applicable. Listens properly to grasp buyer wants and is ready to adapt their fashion to their viewers.

Drawback fixing

Works to ship one of the best buyer end result, in keeping with firm coverage, regulation and finest observe when dealing with issues and complaints. Escalates as applicable.

Steady enchancment

Identifies alternatives to enhance efficiency and repair; acts on them throughout the authority of their position. Efficiently implements adjustments which might be required.

Private Growth

Seeks suggestions and acts on it to enhance their efficiency. Builds their very own functionality by way of possession of their very own improvement, working with their supervisor. Retains updated with related adjustments.

Honesty & Integrity

Truthful, honest and reliable of their actions. Exhibits integrity by doing the best factor.

Maintains applicable confidentiality always.


Adapts positively to altering work priorities and patterns when new duties must be accomplished or necessities change.


Shows vitality and enthusiasm in the way in which they go about their position, dealing positively with setbacks once they happen. Can keep constructive below strain.


The size of this apprenticeship is predicted to be 12 – 18 months


There are not any required {qualifications} for this apprenticeship.

The Evaluation Plan accommodates prompt {qualifications}/items that employers can use to make sure sturdy technical information.

Link to skilled registration and development

This customary places the apprentice on the pathway in the direction of skilled membership of the Chartered Banker Institute, the London Institute of Banking & Finance, or the Chartered Insurance coverage Institute, relying on which {qualifications} are taken. An additional qualification could also be required to have the ability to apply for membership.

It kinds the inspiration of a profession throughout the sector, giving the bottom for additional improvement by way of a profession path throughout the organisation which can embrace a Degree 3 or different apprenticeship.


It is a Degree 2 apprenticeship.

Assessment date

After 3 years or when important change is required.

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