The Requirements
To provide a needs-based financial planning and advice service to customers with multiple or complex needs.
To proactively build and manage meaningful long term relationships with customers through management of a portfolio of existing Advice and Private Banking customers
To provide a customer-centric advice service in collaboration with the Specialist Advice Team and wider network of colleagues
To keep up-to-date with changes in the financial and local marketplaces, ensuring advice provided takes account of the current financial and local marketplace.
Role Accountabilities and /or Responsibilities
Customer Service
In this role you will need to:
Manage a portfolio of c150 - 200 customers both new to advice and existing, providing advice about their individual circumstances and products and completing regular reviews of the customers product-holding to ensure it remains the most appropriate solution for their needs.
Build and maintain sustainable and profitable relationships with customers based on the provision of quality and compliant advice
Deliver a high quality customer experience in collaboration with the advice team and wider network of colleagues, adhering to TCF principles
Identify and understand detailed customer needs and build bespoke solutions for customers through being resourceful, undertaking research and demonstrating strong analytical skills.
Keep up to date with product and market knowledge to ensure provision of the most accurate and relevant Advice to customers
Deliver against performance objectives, whilst enhancing the customer experience and maximising income
Demonstrate Helpful Banking Behaviours in all contact with customers
Responsible for ensuring that all customer product applications are completed right first time
Consistently follow the Advice as set out in the business operating model
Self generate quality customer leads through analysis of customer data and referrals
People
Manage, review and update own continuing personal development
Proactively build and maintain productive and on-going relationships with all lead generators
Proactively develop the overall capability of the Specialist Advice team and Lead Generators through coaching and knowledge sharing
Build productive relationships with all central and support teams
Organise and participate at seminars bespoke to customers both in the local market place and collaboratively within the wider group
Control
In this role you will need to:
Operate with adherence to required Training and Competence Scheme; ensuring continuous compliance
Operate with adherence to the relevant Customer Complaints Framework
Responsible for ensuring that the advice services provided adhere to the compliance of sales, credit and regulatory processes.
Complies with relevant Group Policies, testing and certifying and considers and escalates the adequacy and effectiveness of the business's controls on a regular basis
Follows and/or maintains operating procedures which include relevant controls to meet Group and local policy requirements
Accountable for owning and managing, within a defined risk appetite, the risks which exist within their business area
Financials
Responsible for delivery of individual income target
Experience / Skills
You need the following for the role:
Proven customer service skills
Self-motivated with the ability to work as part of a team and act as an ambassador for Helpful Banking
Highly developed relationship management skills
Knowledge about Financial Services and products within the marketplace
Negotiation Skills
IT skills
Maintain and be able to demonstrate standards of ethical behaviour as set out by the regulator and the accrediting body
To be conversant with Adviser Charging and are able to articulate this to our customers
Ability to differentiate between customers within the Aviva exclusivity deal and customers out-with it and tailor solutions accordingly
Technical Knowledge:
Full understanding of regulatory requirements and Retail Distribution Review as per FCA
Knowledge of the regulated market
Product Knowledge
Good overall and up to date knowledge of RBSG provisions and the services available to customer
Knowledge of Protection and Specialist Advice services
This role is peripatetic with a requirement to travel on a regular basis
Qualifications (Essential)
Minimum requirement to hold a QCF level 4, with commitment to progress toward QCF level 6.
Hold a valid Statement of Professional Standards (SPS) through [the RBS’ approved accredited body, with annual review]
Undertake 35 hours p/y, relevant professional development. Of which 21 hours must be structured.
Requirement to be registered and approved by the FCA
Please note, we have positions in both Private and Commercial.
Salary and benfits
In return, we offer an excellent employee package from £35,020 to £52,530 plus bonus and car allowence which can be tailored to suit your individual needs. In addition to financial benefits, we offer a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your own work-life priorities.
Please note if successful, credit checks will be undertaken as part of our final referencing process.