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Banking customer service adviser

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Career outlook for banking customer service adviser

UK Salary Ranges

Entry-level

£17,500

Experienced

£27,000

Currently employed in Scotland

13,300

Salary information is provided by the "National Careers Service". "Oxford Economics" supplies job forecasts and employment figures. Due to COVID-19 the jobs market is constantly changing. Some of the information may not reflect the current situation.

What's it like?

You would be the first person that a customer would speak to at a bank, building society or credit union.

Either in a high street branch or on the phone, you’d help people with their money and explain which of the bank’s products would be most useful to them.

You would:

  • Handle cheque, cash and direct debit payments and withdrawals
  • Set up and look after customers’ accounts
  • Deal with customer enquiries
  • Sell financial products and services (if you have approval to do this)
  • Use a computer system to update account details
  • Do general administration, maintain records, open post and send letters to customers
  • Use tills for UK and foreign currency
  • Help customers with loan and mortgage applications

With experience, you could deal with complex enquiries and supervise a team.

You could also work in a contact centre dealing with account holders over the phone or by email.

Discretion would be important as you would deal with customers’ personal and sensitive information. You’d also need to be confident to sell financial products to customers.

Working conditions

Hours

Full-time working hours in high street retail branches are usually between 9am and 6pm, Monday to Friday, with Saturdays on a rota. Shift work is common in contact centres, which usually operate six or seven days a week until late in the evening. Part-time work is widely available.

Environment

In a retail branch, you would spend some of your time working at a counter or front office. In a contact centre you would work at a desk with a telephone headset and computer.

UK employment status

Full-time

58%

Part-time

41%

Self employed

1%

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Here are some of the skills needed for this job. Sign in to see how your skills match up.

  • Building relationships
  • Cooperating
  • Verbal communication
  • Working with numbers
  • Observation
  • Empathising
  • Respecting
  • Attention to detail

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Foundation Apprenticeships

Choosing a Foundation Apprenticeship as one of your subjects in S5 and S6 can help you get a head start with this type of job.

You'll get an SCQF level 6 qualification (the same level as a Higher) plus valuable work placement experience and skills you can't learn in a classroom.

Interested? Find out what's on offer at your school on Apprenticeships.scot.

Qualifications

Qualifications at SCQF levels 4 to 6 or relevant work-based experience and qualifications such as a Scottish Vocational Qualification in Providing Financial Services (SVQ level 2/3).

Useful subjects

  • Maths (required by most employers and courses)
  • English (required by most employers and courses)
  • Accounts
  • Economics
  • business
  • ICT subjects

You will also need

You may have to pass an aptitude test.

 

 

Helpful to have

Qualifications that demonstrate customer service skills, and understanding of finance such as Skills for Work Financial Services (SCQF Level 5).

Once in the job you may be encouraged to complete a Modern Apprenticeship in Customer Services (SVQ level 2/3) or Providing Financial Services (SVQ level 2/3) or relevant industry qualifications such as the Certificate in Retail Banking Conduct.