Bank/Building Society Customer Adviser

Customer advisers deal with a bank or building society's customers in person and over the telephone. Their job involves:

• answering customer enquiries about opening accounts and giving information about existing accounts, charges or interest rates
• processing transactions and transferring money between accounts
• dealing with requests for personal loans
• advising customers on how best to manage their finances
• promoting new products, such as credit cards, savings accounts and mortgages.

Customer advisers use computers to check and record information, and to manage customers' accounts. Advisers in contact centres often work with automated systems for taking calls and dialling customers.

Customer advisers working in a local branch are likely to work normal office hours, Monday to Friday. Some branches open on Saturdays and advisers may work on a shift or rota basis. Part-time and flexible working hours are common. Contact centre staff may need to work nights, weekends and public holidays.

Salaries range from around £12,000 to £30,000 or more a year.

A customer adviser should be:

• knowledgeable about the products of the bank or building society
• professional and honest
• approachable and helpful
• able to work well as part of a team
• methodical, accurate and well organised
• comfortable using computers
• interested in dealing with a wide range of people.

Employers have their own entry requirements. Some ask for at least four GCSEs (A*-C), including English and maths, or equivalent qualifications. Employers may look for evidence of an interest in banking or customer service, so relevant qualifications may be useful. The Diploma in business, administration and finance may be helpful for this work.

Entry to this work is possible through an Apprenticeship or Advanced Apprenticeship in providing financial services. Most banks also offer a range of entry programmes for A level and graduate recruits. In addition, some people become a customer adviser as a second career. It is an advantage to have experience of dealing with people in a customer service environment.

Training is mainly on the job. Advisers may take in-house courses or study for professional qualifications.

Customer advisers may specialise in a certain product range or sector of personal finance. Promotion may be possible to team leader or manager. Advisers may be able to move into a related field within the bank or building society, such as quality assurance, human resources or communications.

Further details