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Senior Financial Services Customer Adviser

This apprenticeship is aimed at developing the skills and technical knowledge of anyone delivering customer service in the financial services industry or staff that employers have identified who are wanting to develop their knowledge and skills within the business whilst obtaining a professional industry qualification.
15 - 18 months

Within the industry there are a number of front line roles that deal with customers and require a high level of technical knowledge and skills across a wide range of products – these may happen in a branch, over the phone, through the internet / social media, or an operations centre that supports other areas. They may deal with individuals, businesses, or a small portfolio of accounts.

Typical activities of a Senior Financial Services Customer Adviser could include understanding customer needs and meeting those needs with the right products and services e.g type of bank account/credit card/loans/insurances, promoting new digital services to encourage customers to use these channels, proactively calling customers to deepen relationships, resolving tricky complaints and working with other areas of the organisation to meet customer needs. Products within the scope of this role are core banking, savings and insurance. Any mortgage, complex investment, or other regulated product opportunities will be referred to specialists.

When does the course start?

You can start this apprenticeship at any time, please contact us for further information.

What does the course cover?

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


  • 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
When will I attend?

This is a work-based apprenticeship. You will benefit from 1-2-1 support on a regular basis in order to achieve competence as set against the knowledge, skills and behaviours set down in the apprenticeship standard.

What will I achieve?

You will 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. 
What are the entry requirements?

Ideally, you will have a minimum of 5 GCSE's grade 4/C or above including maths and English.

How much does the course cost?

There is no fee for the learner. For information on costs to the employer, please contact us.