What is the background to this programme?
Within these organisations, there are a number of frontline 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 could include, depending on the organisation, understanding customer needs and meeting those needs with the right products and services such as the 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.
What qualification is achieved?
The apprentice will complete an appropriate qualification/examination (as considered most relevant by the employer) from one of the following Professional Bodies (after which they may apply for membership to the relevant body):
- Chartered Banker Institute
- Chartered Insurance Institute
- Chartered Institute of Securities & Investment
- The London Institute of Banking & Finance
What is covered?
- Understanding the industry and company
- Regulatory, legal and compliance
- Products and services
- Systems and processes
- Customer relationship management
- Delivering results
- Team working
- Communicating and influencing
- Problem solving
- Personal development
