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Jobs in finance: What do customer service advisers do?

12 March, 2020Rob Thompson

If you’re good with people and enjoy helping others to achieve their goals, then customer services in banking could provide you with a rewarding career.

Close up of a handshakeWhere does a customer service adviser work?

As a customer services adviser in the financial services sector, you would typically work in a bank, building society or other financial services organisation.

You might work in branch dealing with customers who walk in, or in a contact centre talking on the phone or dealing with emails.

In any case, you’ll be the first point of contact for many customers, so this is a valued and important role.

What does a customer service adviser do?

In this job, you’re responsible for interacting with customers and providing the information they need about financial products or services.

A typical day could include:

  • answering phone enquiries as well as talking to customers face to face
  • talking people through the financial services and products
  • deal with over-the-counter business, such as cheque, cash and direct debit payments and withdrawals
  • set up and look after customers’ accounts
  • some general administration
  • responding to complaints and
  • feeding back to the wider business.

Why does customer service matter?

Did you know that it is six times more expensive to acquire a new customer than to retain an existing customer?

Like many businesses, banks and financial services companies rely on their customers. So customer service is at the heart of the business and it’s important to leave the customer feeling valued and respected.

If you have a talent for dealing with people, you can help a business:

  • stand out from the competition
  • maintain a positive reputation among future customers and
  • encourage existing customers to purchase from your business again.

As we said, this is a valued and important role!

How do you become a customer service adviser in financial services?

If you’re interested in a career as a customer services adviser, you have several options.

The best place to start is to get a job in bank, building society or other financial services company. You can usually apply directly to organisations through their website or go through a recruitment agency. 

Usually, you need five GCSEs at grade C or above. It will also help if you can demonstrate that you have good communication skills and enjoy working with people.

Is there a banking customer service adviser qualification?

Yes, there are two.

Before you choose, think about whether you’re more interested in retail banking – helping people with personal finance – or businesses and commercial clients.

If you're looking for an entry-level qualification focused on customer service, the Certificate in Retail Banking Conduct of Business (CertRBCB) is ideal.

If you’re interested in business and commercial banking, opt for the Certificate in Business Banking and Conduct (CertBB&C).

How long does it take to qualify?

Both qualifications are part-time and online so you can study at your own pace. Most people only take six to 12 months to qualify.

What’s the best thing about this role?

Solving customers’ problems and helping them get the right product or service is enormously satisfying.

Related content

More in the Jobs in Finance series

Find out more about CertRBCB

Find out more about CertBB&C