- Help customers by providing banking services, advice and support
- With experience, progress to specialist roles, or into management
- Requires excellent communication and people skills, as well as good basic numeracy skills
As a customer service adviser for a bank or building society you'll normally work in a bank branch or a contact centre, helping customers with their everyday banking needs. This is primarily a customer service role, advising on and assisting with services such as setting up savings accounts, authorising loans and moving money.
- Processing payments and withdrawals
- Setting up and maintaining customers' accounts
- Dealing with enquiries via telephone, email, online and face-to-face
- Supporting customers to use self-service options in the branch or using digital apps
- Promoting and selling financial products and services to customers
- Using the IT system to update account details
- General administration tasks
- Operating UK and overseas currency tills
- Helping customers with loan and mortgage applications
Bonuses and commission for meeting sales targets can increase your earnings. Other benefits can include special deals on mortgages, loans, pensions, shares and insurance. In a high street retail branch, you'll spend some of your time working at a counter or front office and will probably need to wear a uniform.
In contact centres, which usually operate 6 or 7 days a week until late in the evening, shift work is common. Part-time work is also widely available. In a contact centre you'll work at a desk with a telephone headset and computer.
Entry requirements vary between employers if you want to apply directly.
You may find it useful to have 5 or more GCSEs or equivalent qualifications, including English and Maths. Some employers may ask you to pass a series of selection tests when you apply.
Taking a college course in customer service could help to bring your skills up to date while looking for work. Relevant courses include a Level 2 or 3 Diploma in Customer Service. Or you could get into this job through a financial services customer adviser intermediate apprenticeship.
Customer service experience, cash handling and computing skills would be helpful, so building up some work experience where you use these skills is a good idea. To work in a bank you will also need to pass a background check.
With experience, you could progress to specialist customer service and advice roles, or into management; for example, you could work towards becoming a branch or area manager. You might also be able to apply your customer service skills in corporate or investment banking.