Universal Banker Review

My role is a customer facing role with in a high street bank. I am the face of HSBC and will assist our customers with their day to day banking needs. This can include welcoming them into the branch and completing simple transactions such as payment, standing orders and reviewing card problems, to opening new products for our customers. My job role includes promoting HSBC within our local market and making HSBC a great place to bank and work.

Yes! I have developed more skills to improve my self confidence with my day to day role. The apprenticeship has allowed me to go back to basics and remind myself how to give exceptional customer service. My knowledge of banking and banking history and how a bank truly operates has allowed me to confidently handle objections with customers.

I would enjoy the programme more if I was able to take more time to investigate and observe the different roles within the bank. I really enjoyed the classroom learning I completed and enjoyed understanding the 6 modules I completed as part of the CCBI exam. I enjoy the structured learning and 6 weekly check ins with my apprenticeship tutor.

My programme is very structured. There programme platform with Kapan is very clear and after every meeting there is a review that is completed and signed with my current SMART goals. Kaplan work over 3 systems, which can be quite complicated, however completing my exam at the start of the apprenticeship and then spending the time completing all my learning before gateway allows me to plan ahead and stay organised.

My employer has let me get on with my apprenticeship and rarely gets too involved. My manager has more than 1 apprentice and it is really challenging to get the time required. The apprenticeship team have been really supportive however and has reached out to the branch to give extra support to get the time required.

My training provider is always available day and night. There are multiple ways to get in touch with my tutor, and she will always encourage booking in a 1 to 1 when I am struggling. My training provider are very keen on supporting mental and physical wellbeing and have offered to put in place any help required with any additional needs.

I feel as though my apprenticeship would have been more worthwhile if I was able to have had 1 full day a week off the job to develop myself and my skills. The qualification has brought development to the forefront of my mind and have been able to take time to learn more in depth strategies to learn.

Within my network, we have many opportunities to join calls which highlight social activities, discussions with sports people and also there is a huge opportunity to network with colleagues worldwide. These are within work hours and is rarely extra to what we would do to develop day by day. All professional event are to improve our skills and to improve our communications with our community.

No

The salary is not as competitive as I would hope. The workload is more than is manageable and there is a lack of compassion within the teams. Staff members seem to be given more and more to do but never seem to have a pay rise to reflect this. The pay does nor reflect the responsibility and risk that the job entails. Although there are procedures in place to protect the staff, the bank will always side with a customer causing investigative meetings causing stress to colleagues and impacting on mental wellbeing.

Be a very well organised and creative individual who is passionate at getting things right first time. Be a confident yet compassionate person who has a positive can-do attitude. Be able to push back and say no when things are getting on top of them and be a good complaint handler.