01432359244
  • About
    • Why Riverside
    • Work With Us
    • Case Studies
    • Meet The Team
    • Subcontractors
  • Apprentices
    • Apprenticeship Vacancies
    • Learner Journey
    • FAQs
    • Policies
    • Mental Health – Be Inspired
    • Safeguarding
  • Employers
    • Apprenticeship Levy
    • Remote Delivery Features and Benefits
    • Adult Education Budget (AEB)
    • Employer Journey
    • Apprenticeship Recruitment
    • Apprenticeship Training
    • 20% off-the-job
    • Refinitiv – Testimonial
    • Nasstar – Testimonial
  • Fully Funded Training
    • ESF Application Form
    • ESF Photography – Master Manual Mode
    • ESF Emotional Intelligent Leadership Training
    • ESF Emotional Intelligence And How To Influence Others Training
    • ESF Post Lockdown Work Life – How to Remain Positive, Focussed and Productive
    • ESF Emotional Intelligence Training
    • ESF Stress Management Training
    • ESF Principles Of Sales Certificate
    • ESF Presentation Skills Training
    • ESF Team Leader Training
    • ESF Certified Level 3 Leadership and Management Training
    • ESF Microsoft Excel Intermediate Training
    • ESF Microsoft Excel Introduction Training
    • ESF Coaching And How To Be An Effective Leader Training
    • ESF Level 2 Team Leading Diploma Training
    • ESF Work Smart and Make More Sales Training
    • ESF Sales Made Easy Training
    • ESF Optimise Your Social Media Profiles To Attract Clients Training
    • ESF Marketing To Attract Local Clients Training
    • ESF Digital Marketing To Generate Sales Training
  • Qualifications
    • Learning & Development Consultant Business Partner Level 5
    • HR Consultant Partner Level 5
    • Operations Departmental Manager Level 5
    • Assessor or Coach Level 4
    • Associate Project Manager Level 4
    • Community Sport and Health Officer Level 3
    • Teaching Assistant Level 3
    • Senior Financial Services Level 3
    • Customer Service Specialist with Sales Level 3
    • Early Years Educator Level 3
    • Customer Service Specialist Level 3
    • Team Leader Supervisor Level 3
    • Business Administrator Standard Level 3
    • Learning & Development Level 3
    • Human Resources Support Level 3
    • Assistant Accountant Level 3
    • Dental Nurse Level 3
    • Financial Services Level 2
    • Customer Service Practitioner With Sales Level 2
    • Customer Service Practitioner Level 2
    • Early Years Practitioner Level 2
      • Level 2 Accounts or Finance Assistant
    • Level 2 Adult Care Worker
    • Level 3 Lead Adult Care Worker
    • Level 5 Leader in Adult Care
  • Learning Zone
    • Why BUD
    • Why Cognassist
    • Useful Links
  • Support Hub
  • News
    • Monthly Staff Awards
    • Newsletters
  • Contact
    • AEB Application Form
    • ESF Application Form
  • Close
  • About
    • Why Riverside
    • Work With Us
    • Case Studies
    • Meet The Team
    • Subcontractors
  • Apprentices
    • Apprenticeship Vacancies
    • Learner Journey
    • FAQs
    • Policies
    • Mental Health – Be Inspired
    • Safeguarding
  • Employers
    • Apprenticeship Levy
    • Remote Delivery Features and Benefits
    • Adult Education Budget (AEB)
    • Employer Journey
    • Apprenticeship Recruitment
    • Apprenticeship Training
    • 20% off-the-job
    • Refinitiv – Testimonial
    • Nasstar – Testimonial
  • Fully Funded Training
    • ESF Application Form
    • ESF Photography – Master Manual Mode
    • ESF Emotional Intelligent Leadership Training
    • ESF Emotional Intelligence And How To Influence Others Training
    • ESF Post Lockdown Work Life – How to Remain Positive, Focussed and Productive
    • ESF Emotional Intelligence Training
    • ESF Stress Management Training
    • ESF Principles Of Sales Certificate
    • ESF Presentation Skills Training
    • ESF Team Leader Training
    • ESF Certified Level 3 Leadership and Management Training
    • ESF Microsoft Excel Intermediate Training
    • ESF Microsoft Excel Introduction Training
    • ESF Coaching And How To Be An Effective Leader Training
    • ESF Level 2 Team Leading Diploma Training
    • ESF Work Smart and Make More Sales Training
    • ESF Sales Made Easy Training
    • ESF Optimise Your Social Media Profiles To Attract Clients Training
    • ESF Marketing To Attract Local Clients Training
    • ESF Digital Marketing To Generate Sales Training
  • Qualifications
    • Learning & Development Consultant Business Partner Level 5
    • HR Consultant Partner Level 5
    • Operations Departmental Manager Level 5
    • Assessor or Coach Level 4
    • Associate Project Manager Level 4
    • Community Sport and Health Officer Level 3
    • Teaching Assistant Level 3
    • Senior Financial Services Level 3
    • Customer Service Specialist with Sales Level 3
    • Early Years Educator Level 3
    • Customer Service Specialist Level 3
    • Team Leader Supervisor Level 3
    • Business Administrator Standard Level 3
    • Learning & Development Level 3
    • Human Resources Support Level 3
    • Assistant Accountant Level 3
    • Dental Nurse Level 3
    • Financial Services Level 2
    • Customer Service Practitioner With Sales Level 2
    • Customer Service Practitioner Level 2
    • Early Years Practitioner Level 2
      • Level 2 Accounts or Finance Assistant
    • Level 2 Adult Care Worker
    • Level 3 Lead Adult Care Worker
    • Level 5 Leader in Adult Care
  • Learning Zone
    • Why BUD
    • Why Cognassist
    • Useful Links
  • Support Hub
  • News
    • Monthly Staff Awards
    • Newsletters
  • Contact
    • AEB Application Form
    • ESF Application Form
  • Level 2 Financial Services Standard

    Summary

    This apprenticeship has been designed for use in Banks and Building Societies, but may have wider application across Financial Services. Within these organisations there are a number of front line roles that deal with customers on a range of relatively straightforward transactions within a detailed regulatory and risk framework – these may happen in a branch, over the phone, through the internet or be done by an individual in an operations centre that supports other areas of the business. Typical activities could include, depending on the organisation, branch cashier, dealing face to face with customer enquiries in branches, helping them use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving relatively straightforward problems and complaints, proactively contacting customers, identifying sales opportunities and making referrals.

    Knowledge

    Industry and company understanding

    • Understands the role banking plays in Financial Services, the business they work in, the company ‘Values’, professional standards and where their role fits in the business

    Regulatory, Legal and Compliance

    • Broad understanding of the Financial Services legal and regulatory framework, together with how this applies to their role. Understands specific compliance and risk requirements that apply to their role e.g. Data Protection, Training & Competence, Fraud Prevention, Conduct Risk, Complaints, Information vs Advice

    Products and Services

    • Overview of the products and services offered to customers by their company, together with a broad understanding of the products and services that they support in their role

    Systems and Processes

    • Understands the systems, tools and processes used in the role, together with the standards to be met, including IT tools and digital banking solutions provided to customers. Understands how these interact with the wider organisation where applicable

    Skills & Behaviours

    Customer Service

    • Delivers excellent service, identifying and meeting or exceeding customer requirements.
    • Supports customers in the use of digital solutions. Initiates contact with customers and builds relationships with them when appropriate. Identifies customer needs and refers where appropriate. Supports the company contribution to the local community, getting involved in activities and building a local network, where appropriate

    Delivering Results

    • Uses company systems and processes to deliver services to customers, Takes the initiative to meet agreed individual and team performance measures in line with company policy, Values, standards and regulatory requirements. Plans and organises their work to meet commitments and performance measures

    Teamwork

    • Consistently supports colleagues and collaborates to achieve results. Builds and maintains strong working relationships with own team and other parts of the organisation they deal with. Supports others in the team. Aware of own role within the team and their impact on others

    Communication

    • Deals effectively with customers and colleagues, showing good interpersonal skills and the ability to communicate well through a range of media e.g. phone, face to face, email, social media. Avoids jargon and uses the correct technical terms where appropriate. Listens well to understand customer needs and is able to adapt their style to their audience

    Problem solving

    • Works to deliver the best customer outcome, in line with company policy, regulation and best practice when handling problems and complaints. Escalates as appropriate

    Continuous improvement

    • Identifies opportunities to improve performance and service; acts on them within the authority of their role. Successfully implements changes that are required

    Personal Development

    • Seeks feedback and acts on it to improve their performance. Builds their own capability through ownership of their own development, working with their manager. Keeps up to date with relevant changes

    Honesty & Integrity

    • Truthful, sincere and trustworthy in their actions. Shows integrity by doing the right thing.
    • Maintains appropriate confidentiality at all times

    Flexibility

    • Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change

    Resilience

    • Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occur. Can stay positive under pressure

    Overview

    Duration

    12 Months

    Funding

    Levy – £4,000
    80% Training – 20% Assessment

    Non-Levy – £200 Contribution

    Level of Apprenticeship

    Level 2

    Entry Requirements

    There are no required qualifications for this apprenticeship.

    Employers Involved in Creating the Standard

    Barclays, Cambridge Building Society, HSBC, Leeds Building Society, Lloyds Banking Group, Nationwide Building Society, RBS, Santander, TSB Bank, Virgin Money

    Get your information pack now!



    Speak to a training specialist

    Speak to our friendly team today to find out what options are available for you and your business.

    Alternatively, take a look at any of the below:
    Qualifications
    Apprenticeship Vacancies




    Address

    • Riverside Training Ltd
    • 4-6 St Martins Street
    • Hereford
    • Herefordshire
    • HR2 7RE

    Important Links

    • Policies
    • Safeguarding

    Contact Us

    01432 359244

    hello@riverside-training.co.uk

    Social

    • Facebook
    • Twitter
    • LinkedIn
    • Instagram