Financial Services Customer Adviser
What is the work like?
Financial services customer advisers work in contact centres for banks, credit card companies and other companies offering financial services.
As an agent or adviser in a financial services contact centre, you would handle enquiries by telephone and e-mail. Depending on the nature of your job, these may range from straightforward account balance requests to complex complaints. Your work would also involve:
- using computerised systems to access customer information and update account details
- processing payments and withdrawals
- sending letters to customers
- selling financial products and services
- following security procedures
- handling complaints or referring them to a supervisor
- meeting targets for how many calls to handle.
With experience, you could specialise in giving mortgage and other financial advice, or supervise a team of staff.
You could be known by various other job titles, such as sales adviser or contact centre agent.
What qualifications and experience will employers look for?
You do not always need formal qualifications to work in a contact centre. However, employers will usually ask for a good standard of general education, and you may have an advantage with some GCSEs including English and maths, or qualifications of a similar level.
Employers look for personal qualities such as confidence and a good telephone manner. You will find it useful to have computer skills and experience of customer service or office work. If you are successful in getting a job interview, it will usually include practical telephone and keyboard tests.
Many colleges offer introductory courses in contact centre techniques, such as:
- City & Guilds (4423) Level 1 Certificate of Introduction to the Contact Centre Industry
- City & Guilds (4422) Certificate in Contact Centre Skills
- NCFE Level 1 Certificate in Contact Centre Techniques
- BTEC Level 1 Award in Introduction to Contact Centres.
These courses are not essential, but they may give you an advantage when you are looking for your first contact centre job.
You may be able to get into this job through an Apprenticeship scheme. The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers. To find out more about Apprenticeships, visit www.apprenticeships.org.uk.
What further training and development can I do?
You will be trained on the job when you start work in a banking contact centre. Your in-house training will usually include telephone skills, product knowledge and company procedures.
You will often get the chance to gain work-based qualifications, such as:
- NVQ levels 1 and 2 in Contact Centre Operations
- NVQ levels 2 and 3 in Retail Financial Services
- NVQ levels 2 and 3 in Telesales
- ifs School of Finance Customer Service Professional award.
You may need to take further specialist training and qualifications to progress into certain areas such as mortgage advice or pensions. This is because you must meet the Financial Services Authority's training and competence standards to work in some areas of financial services.
With experience, you could progress to become a supervisor or manager, and take Contact Centre Professionals NVQs at levels 3, 4 and 5.
You will have continuous training for new financial products and procedures throughout your career.
Where can I go for more information?
25 The North ColonnadeCanary Wharf
London
E14 5HS
Tel: 020 7066 1000
4-9 Burgate Lane
Canterbury
Kent
CT1 2XJ
Tel: 01227 818609
London
EC2V 7HQ
Tel: 0845 257 3772
London
SW1E 6DR
If you would like to discuss your career options with a learning adviser, call 0800 100 900 or use our online enquiry form
Alternatively, you can visit our website at: www.direct.gov.uk/careersadvice
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What salary and other benefits can I expect?
- Starting salaries are around £12,000 to £14,000 a year.
- With experience this could rise to between £15,000 and £25,000 a year.
Many companies pay commission for meeting sales targets. Other benefits can include profit-related bonuses, subsidised mortgages, loans, pensions, shares and insurance.
Figures are intended as a guideline only.
What are the hours and working conditions?
In a full-time job, you would work 35 to 40 hours a week. Contact centres are often open late into the evening and operate six or seven days a week, so evening and weekend shift work is common. Part-time and temporary work are widely available.
You would usually work in a large open-plan office, at a work station with a computer and a headset. The working environment can be very pressurised.
What skills and knowledge will I need?
- excellent communication and listening skills
- good customer service skills
- the ability to work well under pressure
- a willingness to work to targets and deadlines
- a patient and professional manner
- accuracy and attention to detail
- good computer keyboard skills.
What opportunities are there?
You could work at call centres for all kinds of financial services companies. Contact centres are located around the UK in large towns and cities, in out-of-town centres or on business parks.
Jobs are advertised in the local press, through recruitment agencies and on employers' own websites.
With the right training, you could specialise in mortgage advice, pensions work or financial advice. With experience, you could progress to become a team leader or manager. Alternatively, you could move into retail (face-to-face) banking, or into contact centre work for other types of industry.
Contact an adviser
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or phone: 0800 100 900
Bilingual advisers available
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