Financial customer service adviser Review

Answering customer phone calls, dealing with basic banking transactions, answering queries. Transferring calls to appropriate departments. Keeping the customer and the bank safe. Dealing with lost and stolen cards. Emailing forms or support when required.

We keep updated of new processes on a weekly basis, and well as needing to complete and pass our group learning modules. I have had to learn about banking regulations, dealing with vulnerable customers. As an older apprentice, I have also needed to master working solely with computers and using two monitors, switching between different systems to search for information. My apprenticeship training has also given me an understanding to the background of banking and other financial institutions. I have learnt about the different ways people can perceive what they think good customer service is and the best ways to achieve this.

I like my team that I am working in. We are very supportive of each other and always recognising each others good work. This is something I have not had the opportunity of experiencing previously. The company also promotes recognising good work and encourages it through various ways. It is a lovely place to work, with no animosity between staff.

We are allocated time within our work schedule to spend time on our group learning modules and also my apprenticeship studying. There is always support given by both work and BPP. Wendy, my apprenticeship coordinator, has been wonderful, to help me 'catch up' as a result of our learning having to be put on hold, due to the customer demand from COVID19. She has also recognised that some of the calls I have had to deal with have been emotionally stressful, from the empathy needed during these calls. A safeguarding and counselling appointment has been made to offer me further support.

my manager is always supportive of me. He is aware I have a few health issues, and is always available to listen and offer support. My HR team made a height adjustable desk available to me and recommended frequent breaks from my desk, to help keep me mobile. Everyone is more than happy to offer and make an extra support available me. This is something I have never experienced in my previous employment. I am never made to feel less valuable to the team.

Wendy McGill, my apprenticeship coach has been absolutely amazing. She is very understanding of my concerns due to being an older learner. She actively listens and never dismisses me. She has given me lots of tips and resources to help me catch up to my course deadlines. She offered me a recorded telephone call for my first two modules. I found this extremely helpful as I feel comfortable speaking to Wendy. She always makes me feel at ease. She also suggested brief notes of phone calls, to help me recall times when I have had a difficult situation or had to use the yes check. I am enjoying learning about the different types of financial institutions and this helps me understand the whole system better too.

Having a greater understanding about the background of banking and how one thing affects the other has been really helpful, especially during this pandemic. To be able to understand how the economy affects the interest rates and why all banks revolve around the bank of England.Understanding more about customer service and the difference of good customer service is something I try to put into practice on every call I take. I know that once I have completed my qualification I will definitely know more about my industry and my role within it.

Pre-covid there were always different events going on at work. From fund raising for charity to social events. We are always encouraged to participate and support these events. Our company allows us time during our work schedule to go for meetings and we are allocated 3 days in which we can donate our time to local charity work. There is a gym located within our building that we can use 24/7. Our teams have our lunch breaks together, so we are like a little family being able to eat and share our experiences. At Christmas time my team went out for a meal, this was subsidised by work.

Yes

It is a good company to work for that are interested in the well being of the staff to help the company progress and grow. Ongoing training is scheduled into our working hours, so that we can keep up to date of any changes to procedure or law. We discuss ways within our team of scenarios we have experienced and share this to help others. There is a bit of competition, to encourage us,but there is no malice or bad feelings between us.

You need the ability to listen, be able to take notes of key points, empathise and problem solve. It is quite a disciplined job where mostly you are following procedures. By following the computer system, it will give you exactly how to process different transactions and deal with requests to keep the customer and the bank safe. However, there are times when you need to use discretion, such as vulnerable customers.There are lots of resources available to help and guide you to be your best self.