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BANKING AND FINANCE

Senior Financial Services Customer Adviser Apprenticeship Level 3

This standard is aimed at people working across the Financial Services sector in front-line roles that require a high level of technical knowledge and skills across a wide range of products. Duties might include:

- Understanding customer needs and meeting these needs through correct product recommendations e.g bank accounts, loans, insurance policies.
- Proactively calling customers to strengthen relationships.
- Resolving difficult complaints.

Please note it is essential that Apprentices on this programme work in external customer-facing roles.

As part of this Apprenticeship there is also the option to complete a Team Leader elective for those working in first line manager roles.

 

Level: 3
Qualification gained: Various

1. Standards to be met
2. Length of apprenticeship
3. Qualification
4. End point assessment
5. Progression
6. 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 Relationship Management, 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 their sector plays in Financial Services, the business they work in, the end to end customer experience, company values, professional standards, and where they fit in the business.

    They understand the different areas of the organisation that they need to work with to deliver appropriate services to their customers.

    They understand where their organisation sits in the market and its impact on the local economy.

  • 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 it applies to their role.

    They have a good understanding of relevant risk and compliance requirements.

    They keep up to date with changes.

  • Products and services keyboard_arrow_up keyboard_arrow_down

    The apprentice has a broad understanding of the products and services available to customers, and a sound knowledge of the features and benefits.

    They understand the range of customer channels, their features and their benefits.

  • Systems and processes keyboard_arrow_up keyboard_arrow_down

    The apprentice 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.

    They understand how these link with other areas of the business to provide seamless solutions for customers.

Skills and behaviours

  • Customer relationship management keyboard_arrow_up keyboard_arrow_down

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

    They help customers with digital solutions, assisting them in selecting the appropriate channel to deal with the organisation.

    They build trust and loyalty with their customers.

    They initiate contact with customers to secure relationships when necessary.

    They provide solutions to customers that meet their needs.

    They support the company contribution to the local community.

    They develop a network of useful contacts to provide opportunities and self-generate business opportunities.

  • Delivering results keyboard_arrow_up keyboard_arrow_down

    The apprentice uses a wide range of company systems and processes to deliver services to customers.

    They use their own initiative to meet challenging performance measures.

    They plan and organise their work to meet commitments and KPIs without being told what to do.

    They meet agreed business plan objectives.

  • Teamwork keyboard_arrow_up keyboard_arrow_down

    The apprentice always supports their colleagues and collaborates to get results.

    They build and maintain strong working relationships within their own team, and across other teams.

    They work and negotiate with other business areas to deliver services to their customers, maintaining ownership through to resolution.

    They support and develop others in their team.

    They are aware of their role in their team and the impact on others.

  • Communicating and influencing keyboard_arrow_up keyboard_arrow_down

    The apprentice deals effectively with customers and colleagues, using strong interpersonal skills.

    They use a range of appropriate media to communicate with customers and colleagues, using appropriate language.

    They actively listen and understand the needs and requirements of customers and colleagues, and adapts their style accordingly.

    They influence others to meet customer needs.

  • Problem solving keyboard_arrow_up keyboard_arrow_down

    The apprentice works to deliver the best customer outcome when handling problems and complaints.

    They use questions to gain insight and further information.

    They take ownership through to resolution.

    They support the resolution of complex complaints and handles emotive situations professionally.

    They meet internal and external requirements.

    They escalate any issues or problems where appropriate.

  • Continuous improvement keyboard_arrow_up keyboard_arrow_down

    The apprentice identifies opportunities to improve performance and service.

    They take ownership of specific changes through to implementation.

  • 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, working with their manager.

    They keep up to date with relevant changes.

    They support others in the their development

  • 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.

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.

If the apprentice chooses Team Leadership as an option, they also have to achieve the following skills:

  • Team leadership keyboard_arrow_up keyboard_arrow_down

    The apprentice provides direction as well as inspiring and motivating their team to achieve the best service levels.

    They plan their resources to meet service levels.

  • Team development keyboard_arrow_up keyboard_arrow_down

    The apprentice manages the performance of individuals.

    They support their development through planning, mentoring and coaching.

  • Compliant delivery keyboard_arrow_up keyboard_arrow_down

    The apprentice works with the team to make sure all activities meet legal, regulatory and risk requirements.

    They make sure that all delivery required standards and reporting requirements are met.

Length of Apprenticeship

The End Point Assessment cannot be taken until the apprentice has been on programme for at least 12 months. Practically speaking the length of this Apprenticeship will usually be between 18-24 months, depending on the qualification chosen and prior experience.

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


 
START OF APPRENTICESHIP
 
 
Month 1
person_pin Induction and sign up

person_pin Talent coach check in

 
Month 2
verified_user Principles of Retail Banking (to be done between months 2 and 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

av_timer Development Day 2

 
Month 7
person_pin Talent coach check in

laptop Customer relationship - skills online focus session

 
Month 8
laptop Flexibility - skills online focus session

verified_user Retail banking customer solutions (to be done between months 8-10)

 
Month 9
laptop Delivering results - skills online focus session

 
Month 10
laptop Resilience - skills online focus session

person_pin Talent coach check in

 
Month 11
laptop Problem solving - skills online focus session

av_timer Development Day 2

 
Month 12
person_pin Talent coach check in

 
Month 13
border_color Gateway

 
Month 14
border_color Portfolio preparation
 
Month 15
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

Qualification

This Apprenticeship includes a mandatory Level 3 equivalent Professional Qualification from one of the following Professional Bodies

  • London Institute of Business and Finance (LIBF)
  • Chartered Banker
  • Chartered Institute of Securities and Investment (CISI)
  • Chartered Insurance Institute (CII)

For any of the qualifications chosen, Kaplan offers a fully flexible study support package which includes access to online study materials and tutor support. Depending on the pathway, live online sessions and classroom workshops may also be available*.

*Please contact us for further details.

End point assessment

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:

Showcase portfolio

This will include a range of evidence produced in the workplace to show that the apprentice has met the knowledge, skills and behaviours detailed in the standard. This will also include the apprentice’s learning records and reviews.

The portfolio will initially be reviewed by the employer and training provider and then passed to the chosen assessment organisation (AO) and be independently assessed.

Professional discussion

This will be a structured interview between the AO’s assessor and the apprentice focussing primarily on the softer skills of the Standard (i.e verbal communication). This will also be an opportunity for the AO’s assessor to clarify with the apprentice any questions they have on the portfolio submission and to also speak with them about their role, progression and development.

Progression

This standard puts the apprentice on the pathway towards or allows them to apply for professional membership of the Chartered Banker Institute, LIBF, CISI or CII depending on which qualification is taken. On completion of the standard, apprentices can move to further study either choosing to specialise in a particular field e.g. Insurance or Risk (at Level 6) or moving onto the L6 Financial Services Professional standard.

Funding

This Level 3 Apprenticeship has been placed in the £9,000 funding cap. 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 £9,000.

For non or marginal Levy payers (where you have overspent your Levy fund), 95% of the cost of the Apprenticeship will be funded by the government meaning you will only have to pay 5% 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.

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