Customer Service Representative Review

Servicing a wide range of customers including Premier and Jade propositions in an inbound call environment. My responsibilities include processing large payments both within the UK and overseas, assisting customers with Global View enquires, managing financial crime risk through the use of Unusual Activity Reports, and dealing with daily financial requirements and obligations.

The apprenticeship has allowed me to have a better understanding of the regulatory requirements within the UK and also better knowledge surrounding the products banks offer and the customers we are likely to service on a daily basis. It has been informative and beneficial for my own development within my current role.

It was a challenge to learn something new and I enjoyed having a day given to my own development and learning. I enjoyed learning through all the different materials e.g. LIBF website mock tests, and the learning material given by my apprenticeship facilitator. All combined to allow me to pass my exam.

It was very well-structured in terms of the learning material being organised by topics and the meetings with our facilitator were always in a structured manner to allow us to work towards topic 17 rather than moving around/skipping topics. Each topic was covered in-depth before moving to the next one.

We were given one day a week off the phones to work on our development (excl. any work we wanted to do outside of work) and so that was 7 hours a week dedicated to the apprenticeship. We would be able to work wherever we wanted e.g. canteen, in a pre-booked room, etc. to work on the units or book which was really helpful in breaking up the week and also allowing us time to work towards completion.

Our facilitator was great. He would be mindful on each individuals learning strengths and would spend more time with those who needed it. Alternatively, for those who were quite comfortable learning by themselves, he would give them the space needed. He would ensure to meet us at least once a month to see how we were getting on and if we needed anything else from him. All in all, a great help.

As previously mentioned, it has allowed me to gain a better understanding of banking in the UK as a whole. Providing further understanding on the regulations, requirements, and authoritative bodies within the UK. Enhancing my knowledge on banking products and the different types of customers we cater for. It has made me appreciate it more.

Yes - we have a series of charities we represent which we can complete charity work for with our teams or in our spare time. We also have a Cycle to Work scheme and also take part in a variety of team building exercises throughout the year and volunteer days where we help local causes.

Yes

Good scope for progression. Friendly teams. Banking is a great sector to work in. Good holidays. Good pay. Apprenticeship opportunities.

The role is what you make of it - if you're keen to develop yourself and be the driving force for your own career then it is definitely a role for you. With the help from your manager, you will be able to proactively determine how your journey with HSBC goes.