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BANKING AND FINANCE

Financial Services Customer Adviser Apprenticeship Level 2

This Standard has been designed for a range of front-line roles in the Financial Services Sector. Typical duties that someone in this role could be asked to perform include:

- Dealing with customer enquiries face to face in a branch.
- Dealing with customer enquiries by phone, email or post.
- Administering customer accounts.
- Resolving relatively straightforward problems and complaints.

 

Level: 2
Qualification gained: CII

1. Standards to be met
2. Length of apprenticeship
3. Qualification
4. Entry requirements
5. End point assessment
6. Progression
7. Funding

Standards to be met

The Apprenticeship standard details the essential Knowledge, Skills and Behaviours that somebody would need to demonstrate to be successful in this job role, this includes, Customer Service, Teamwork and Problem Solving. Apprentices will need to show they are competent in all the areas detailed in the standard when they take End Point Assessment (see below).

The Knowledge areas of the standard will typically be covered through completion of the qualification. Skills and Behaviours are developed through workshops, e-learning, workplace training and practical experience provided ‘on-the-job’.

Knowledge

  • Industry and company understanding keyboard_arrow_up keyboard_arrow_down

    The apprentice understands the role that banking plays in Financial Services.

    They understand the business they work in, the company values, and professional standards.

    They know where their role fits in the business.

  • Regulatory, legal and compliance keyboard_arrow_up keyboard_arrow_down

    The apprentice has a broad understanding of the Financial Services legal and regulatory framework, and how this applies to their role.

    They understand specific compliance and risk requirements that apply to their role. For example: data protection, training and competence, fraud prevention.

  • Products and services keyboard_arrow_up keyboard_arrow_down

    The apprentice has knowledge of the products and services their company can offer customers, and a broad understanding of the products and services their support in their role.

  • Systems and processes keyboard_arrow_up keyboard_arrow_down

    The apprentice understands the systems, tools and processes used in their role.

    They know the standards to be met, including I.T tools and digital banking solutions for customers.

    They understand how the systems and processes interact with the wider organisation.

Skills

  • Customer service keyboard_arrow_up keyboard_arrow_down

    The apprentice delivers excellent service, identifying and meeting, or exceeding, customer requirements.

    They support customers when they use digital solutions.

    They initiate contact with customers and can build relationships with them when appropriate.

    They can identify customer needs and refers where appropriate.

    They support the company contribution to the local community, getting involved in activities and building and local network.

  • Delivering results keyboard_arrow_up keyboard_arrow_down

    The apprentice uses company systems and processes to deliver services to customers.

    They use their initiative to meet their performance measures..

    They plan and organise their work to meet commitments and performance measures.

  • Teamwork keyboard_arrow_up keyboard_arrow_down

    The apprentice always supports colleagues and collaborates to achieve results.

    They build and maintain strong working relationship with their own team, and anyone else in the organisation that they deal with.

    They support others in their team.

    They are aware of their own role within their team and their impact on others.

  • Communication keyboard_arrow_up keyboard_arrow_down

    The apprentice deals effectively with customers and colleagues, showing good interpersonal skills.

    They are able to communicate well through a range of media eg. pone, face to face, email and social media.

    They avoid jargon and use the correct technical terms.

    They listen well and understand customer needs.

    They are able to adapt their style to their audience.

  • Problem solving keyboard_arrow_up keyboard_arrow_down

    The apprentice works to deliver the best customer outcome, in line with company policies, regulations and best practice with handling problems and complaints.

    They are able to escalate when appropriate.

  • Continuous improvement keyboard_arrow_up keyboard_arrow_down

    The apprentice identifies opportunities to improve their performance and acts on them when appropriate.

    They can implement changes that are required.

  • Personal development keyboard_arrow_up keyboard_arrow_down

    The apprentice seeks feedback and acts on it to improve their performance.

    They build their own capabilities through ownership of their development.

    They keep up to date with change.

Behaviours

  • Honesty and integrity keyboard_arrow_up keyboard_arrow_down

    The apprentice is truthful, sincere and trustworthy in their actions.

    They show integrity by doing the right thing.

    They maintain confidentiality at all times.

  • Flexibility keyboard_arrow_up keyboard_arrow_down

    The apprentice adapts to change and patterns with positivity.

  • Resilience keyboard_arrow_up keyboard_arrow_down

    The apprentice displays energy and enthusiasm in their roles, dealing positively with any steback that might occur.

    They can stay positive under pressure.

Length of Apprenticeship

The End-Point Assessment cannot be taken until the apprentice has been on programme for at least 12 months. It is likely this Apprenticeship will take between 13-14 months to complete.

This Apprenticeship has two different qualification options. An apprentice can follow the CII route, or the IF1 route. Below are examples of both learning journeys.

Key milestones:

verified_user Technical qualification
av_timer Development day workshop
laptop Skills online focus session
person_pin Talent coach check in
border_color End point assessment


  • Financial Services Customer Adviser CII Level 2 Example Milestone Map keyboard_arrow_up keyboard_arrow_down
     
    START OF APPRENTICESHIP
     
     
    Month 1
    person_pin Induction and sign up

    person_pin Talent coach check in

     
    Month 2
    verified_user Insurance, Legal and Regulatory (IF1) (to be done between months 2-4)

    laptop Teamwork - skills online focus session

     
    Month 3
    laptop Personal development - skills online focus session

     
    Month 4
    laptop Communicating and influencing - skills online focus session

    person_pin Talent coach check in

     
    Month 5
    laptop Honesty and integrity - skills online focus session

    av_timer Development Day 1

     
    Month 6
    laptop Continuous improvement - skills online focus session

    verified_user Underwriting (IF3) (to be done between months 6-8)

     
    Month 7
    person_pin Talent coach check in

    laptop Customer relationship - skills online focus session

     
    Month 8
    laptop Flexibility - skills online focus session

     
    Month 9
    laptop Delivering results - skills online focus session

    av_timer Development Day 2

     
    Month 10
    laptop Resilience - skills online focus session

    person_pin Talent coach check in

    verified_user Claims handling (IF4) (to be done between months 10-12)

     
    Month 11
    laptop Problem solving - skills online focus session

     
    Month 12
    person_pin Talent coach check in

    av_timer Development Day 3

     
    Month 13
    border_color Gateway

     
    Month 14
    border_color Portfolio preparation

     
    Month 15
    border_color Portfolio preparation

    border_color Portfolio review

    person_pin Talent coach check in

     
    Month 16
    border_color Mock discussion

    border_color Submit portfolio

    person_pin Talent coach check in

     
    Month 17
    border_color Professional discussion
  • Financial Services Customer Adviser IF1 Example Milestone Map keyboard_arrow_up keyboard_arrow_down
     
    START OF APPRENTICESHIP
     
     
    Month 1
    person_pin Induction and sign up

    person_pin Talent coach check in

     
    Month 2
    av_timer Personal impact development day

    laptop Personal development - skills online focus session

     
    Month 3
    laptop Customer service - skills online focus session

     
    Month 4
    laptop Honesty and integrity - skills online focus session

    verified_user Insurance, Legal and Regulatory (IF1 - optional) (to be done between months 4-6)

    person_pin Talent coach check in

     
    Month 5
    laptop Communication - skills online focus session

    av_timer Business writing development day

     
    Month 6
    laptop Flexibility - skills online focus session

     
    Month 7
    person_pin Talent coach check in

    laptop Resilience - skills online focus session

     
    Month 8
    laptop Teamwork - skills online focus session

    av_timer Teamwork development day

     
    Month 9
    laptop Delivering results - skills online focus session

     
    Month 10
    laptop Problem solving - skills online focus session

     
    Month 11
    laptop Continuous improvement - skills online focus session

     
    Month 12
    border_color Gateway preparation

    person_pin Talent coach check in

     
    Month 13
    border_color Portfolio preparation

    person_pin Talent coach check in

     
    Month 14
    border_color Portfolio preparation

    border_color Mock discussion

    border_color Professional discussion

    person_pin Talent coach check in

Qualification

There are no mandatory qualifications as part of this apprenticeship. However, we highly recommend completing an optional paper from the Chartered Insurance Institute (CII) to enhance an Apprentice’s knowledge and give them a valuable introduction to their chosen field.

For Apprentices working in Insurance, our recommended paper would be Insurance, Legal and Regulatory (IF1) which covers 6 essential topics including the insurance market and legal principles, procedures.

For Apprentices working in Banking or a wider Financial Services role, the recommended paper would be UK Financial Services, Regulation and Ethics (CF1) which covers an introduction to the UK Financial Services sector.

Any study will be supported by CII online study materials including Revisionmate, a valuable resource offering chapter test questions, a guide on how to prepare for the CII exam, a study planner and an online copy of their study text.

Entry requirements

Individual employers will set the selection criteria for their Apprenticeships. It is recommended that employers may want most candidates to have Level 2 Maths and English. Other relevant or prior experience may also be considered as an alternative.

End Point Assessment

Every Apprenticeship includes an End Point Assessment (EPA), assessed by an independent End Point Assessment Organisation (EPAO). The apprentice will take their EPA at the end of their programme where they will demonstrate they are competent in the role that they have developed in.

This Apprenticeship Standard End Point Assessment will include:

Portfolio

The apprentice will create a portfolio which will comprise of a range of evidence produced in the workplace to show that apprentices have met the Knowledge, Skills and Behaviours detailed in the Apprenticeship Standard. They will build up the evidence over time and reflect on their development across the whole programme.

Professional discussion

The professional discussion is between the apprentice and an assessor or panel. It will be their opportunity to bring out in the discussion the theoretical or technical knowledge they have developed, reflecting on the ways in which they have applied this within the workplace. The reflective discussion may be followed by some questions either about issues identified in the discussion or their Portfolio.

Progression

The next step would be a move to the Level 3 Senior Financial Customer Services Adviser Apprenticeship Standard, as long as the apprentice is in an appropriate role. This offers apprentices the opportunity to gain a professional qualification depending on their chosen specialism.

Funding

This Level 2 Apprenticeship has been placed in the £4,000 funding cap and Kaplan charge this full cost to provide you with a high quality service.

If you are a Levy payer this means that the maximum that can be withdrawn from your Levy fund for somebody on this Apprenticeship is £4,000. For non or marginal Levy payers (where you have overspent your Levy fund), 90% of the cost of the Apprenticeship will be funded by the government meaning you will only have to pay 10% of the agreed price. Please contact us for more information on the Levy and funding.

Please note that exam fees and registration fees are not included in the above and must be funded separately.

Contact the team keyboard_arrow_up keyboard_arrow_down

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