Senior Financial Services Customer Adviser Level 3

The Level 3 Senior Financial Services Customer Adviser apprenticeship is designed for roles within Banks, Building Societies, and other areas of the Financial Services industry, including Life Insurers. It is ideal for front-line positions that require a high level of technical knowledge and skills across a range of products, such as those in branches, on the phone, through digital channels like the internet and social media, or within operational centres that support other areas.

Apprentices will work with individuals, businesses, or a small portfolio of accounts, depending on the organisation. Their tasks may include understanding customer needs and offering suitable products and services, such as bank accounts, credit cards, loans, and insurance; promoting new digital services to encourage customer engagement; proactively calling customers to build stronger relationships; resolving complex complaints; and collaborating with other departments to meet customer needs.

This role focuses on core banking, savings, and insurance products. More specialised areas, such as mortgages or complex investments, will be referred to appropriate experts. This apprenticeship helps develop skilled advisers who can make a real impact on customer satisfaction and business growth.

Qualification

On successful completion, apprentices will achieve a Senior Financial Services Customer Adviser Level 3 Apprenticeship.

Apprentices will also complete an appropriate qualification/examination (as considered most relevant by the employer) from one of the following Professional Bodies:

• Chartered Banker Institute - Professional Banker Certificate; Professional Banker Diploma; Certificate in Complaint Handling; Certificate in Offshore Banking Practice
• Chartered Insurance Institute - Award In Retail Banking; Certificate In Financial Services; Certificate in Insurance; Award in Financial Administration; Group Risk
• Chartered Institute of Securities & Investment – Investment Operations Certificate
• The London Institute of Banking & Finance - Certificate in Retail and Digital Banking (CertRDB). (This qualification replaces the LIBF Certificate in Retail Banking & Conduct (CertRBCB). All new apprentices should take CertRDB. Any existing apprentices part way through their studies may complete CertRBCB.
• Certificate in Business Banking and Conduct; Certificate in Consumer Debt Collection; Certificate in Financial Administration and Planning; Certificate in Supervising in a Regulated Environment; Certificate for Specialists in Automotive Finance; Certificate in International Trade and Finance. 

Apprenticeship details

What it covers:

This apprenticeship covers a range of knowledge, skills, and behaviours, including:

Knowledge

• Industry and Company Understanding
• Regulatory, Legal, and Compliance
• Products and Services
• Systems and Processes

Skills and Behaviours

• Customer Relationship Management
• Delivering Results
• Teamwork
• Communicating & Influencing
• Problem Solving
• Personal Development
• Honesty & Integrity
• Flexibility
• Resilience

Delivery

This is a work-based apprenticeship, apprentices will receive regular 1-to-1 support to help them achieve competence in line with the knowledge, skills, and behaviours outlined in the apprenticeship standard.

Entry requirements

Ideally, apprentices will have a minimum of five GCSE's grade 4/C or above including maths and English.

Additionally, they must be employed in a relevant role.

Progression