Senior financial services customer adviser

Knowledge

K1: Understands the role their sector plays in Financial Services, the business they work in, the end to end customer experience, the company ‘Values’, professional standards, and where their role fits in the business. Back to Duty

K2: Understands the different areas of the organisation they need to work with to deliver for the customer. Back to Duty

K3: Understands where their organisation sits in the market and its impact on / role in the local economy. Back to Duty

K4: Broad understanding of the Financial Services legal and regulatory framework, together with how this applies to their role. Sound understanding of relevant risk and compliance requirements e.g. Information vs Advice, Regulated vs non-Regulated products, Escalation procedures, Conduct Risk, Training & Competence, Complaints, Fraud Prevention. Keeps up to date with changes. Back to Duty

K5: Broad understanding of the products and services offered to customers by their organisation, together with sound knowledge of the products and services, their features and benefits, relevant to their role. Back to Duty

K6: Understands the range of customer channels, their features and benefits. Back to Duty

K7: Understands the systems, tools and processes used in the role, together with the standards to be met, including IT tools and digital banking solutions provided to customers. Back to Duty

K8: Understands how these link with other areas of the business to provide seamless solutions for customers. Back to Duty

Skills

S1: Delivers excellent service, identifying and meeting or exceeding customer requirements. Educates customers in the use of digital solutions, helping them select the appropriate channel to deal with the organisation. Builds trust and loyalty with customers. Initiates contact with customers to deepen relationships when required. Provides solutions to customers that meet their needs e.g. accounts, savings, loans, cards, insurances; or refers to specialists e.g. mortgages and regulated products. Supports the company contribution to the local community where appropriate. Develops a network of contacts e.g. solicitors, estate agents to provide opportunities and self- generates business opportunities where appropriate. Back to Duty

S2: Uses a wide range of company systems and processes to deliver services to customers, Takes the initiative to meet challenging individual and team performance measures in line with company policy, Values, standards and regulatory requirements. Plans and organises their work to meet commitments / KPIs, not needing to be told what to do. Meets agreed business plan objectives where appropriate. Back to Duty

S3: Consistently supports colleagues /collaborates to achieve results. Builds/maintains strong working relationships within and across teams. Works with/negotiates with other business areas to deliver to the customer, retaining ownership through to resolution. Supports and develops others in the team. Aware of own role in the team and impact on others. Back to Duty

S4: Deals effectively with customers/colleagues, using sound interpersonal skills and communicating well through a range of media using appropriate language e.g. phone, face to face, email, social. Listens actively to understand needs and adapts their style to their audience. Influences others to meet the customer’s needs Back to Duty

S5: Works to deliver the best customer outcome when handling problems and complaints. Uses questioning to gain insight and further information. Takes ownership through to resolution. Supports the resolution of complex complaints and handles emotive situations professionally. Meets internal and external requirements eg company policy and regulatory. Escalates as appropriate. Back to Duty

S6: Provides direction, inspires and motivates the team to maximise performance and service levels. Back to Duty

S7: Plans resources to meet service levels. Back to Duty

S8: Manages the performance of individuals. Supports their development e.g. through development, planning, mentoring, coaching. Back to Duty

S9: Works with the team to ensure all activities meet legal / regulatory / risk requirements and that all delivery required standards and reporting requirements are met. Back to Duty

Behaviours

B1: Identifies opportunities to improve performance and service. Takes ownership of specific changes through to implementation. Back to Duty

B2: Seeks feedback and acts on it to improve their performance. Builds their own capability through ownership of their own development, working with their manager. Keeps up to date with relevant changes. Supports others in their development through mentoring/coaching as appropriate. Back to Duty

B3: Truthful, sincere and trustworthy in their actions. Shows integrity by doing the right thing. Back to Duty

B4: Maintains appropriate confidentiality at all times. Back to Duty

B5: Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change. Back to Duty

B6: Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Stays positive under pressure. Back to Duty