Course description
Financial Services Customer Advisor Summary
Helping customers in banks and building societies or the broader financial services sector. This programme is ideal for those in a financial services customer advisor role. Typically, FSCAs deal with customers on a range of relatively straightforward transactions within a detailed regulatory and risk framework – these may happen in a branch, over the phone, through the internet or be done by an individual in an operations centre that supports other areas of the business.
Upcoming start dates
Suitability - Who should attend?
Entry Requirements
English or Maths at GCSE D-F (1-3) / FS 1 Other one at GCSE G / FS EL3
Outcome / Qualification etc.
Financial Services Customer Advisors will gain the skills, knowledge and behaviours to:
- Deliver excellent service, identifying and meeting or exceeding customer requirements. Support customers in the use of digital solutions.
- Uses company systems and processes to deliver services to customers.
- Consistently support colleagues and collaborate to achieve results. Build and maintain strong working relationships with own team and other parts of the organisation they deal with.
- Deal effectively with customers and colleagues, showing good interpersonal skills and the ability to communicate well through a range of media e.g. phone, face to face, email, social media.
- Work to deliver the best customer outcome, in line with company policy, regulation and best practice when handling problems and complaints. Escalates as appropriate.
- Identify opportunities to improve performance and service; acts on them within the authority of their role. Successfully implement changes that are required.
- Seeks feedback and acts on it to improve their performance.
- Be truthful, sincere and trustworthy in their actions. Show integrity by doing the right thing. Maintain appropriate confidentiality at all times.
- Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change.
- Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Can stay positive under pressure.
Training Course Content
Financial Services Customer Advisor Typical Outcomes
- Improved Customer Service
- Increase in Delivery of Results
- Enhanced Teamwork
- Effective Communication
- Greater ability for Problem Solving
- Adopt a Continuous Improvement approach
- Personal Development
- Demonstrates Honesty & Integrity
- Greater Flexibility & Resilience
Course delivery details
Financial Services Customer Advisor Delivery
Tailored Apprenticeship
Our Tailored Apprenticeship approach is perfect for organisations with larger number of employees being released at once for a particular Apprenticeship standard, and as such we offer bespoke on-site and/or virtual delivery.
Tailored Apprenticeships allow for organisations to tailor the programme, to increase relevance, incorporate their values and ensure it is in line with organisational goals and learner requirements.
All workshop and coaching dates are agreed well in advance, to ensure smooth delivery that fits around organisation’s busy periods. This allows plenty of time to plan ahead and, anticipating the unexpected, is truly flexible to accommodate changes during the Apprenticeship programme.
Why choose CQM Training and Consultancy Ltd
Developed more than 7,000 learners
Supported more than 800 organisations
Delivered £19.5m in cost savings
Expenses
Funded Apprenticeship
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CQM Training and Consultancy Ltd
SME Training Provider of the Year 2023 - OAL Awards. CQM Training & Consultancy has been delivering world class, business focused solutions for more than 30 years. Our core expertise is in Continuous Improvement, Lean Six Sigma, and Leadership Development,...