Personal Adviser - Branch

• Salary Range £15,480 - £18,000
• Flexible Contract

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Purpose of role

Provide a high quality of customer service to the Society’s members and potential new customers. Be the face of the Society through the provision of a quality one to one service to deliver individual sales targets through the sale of specialist savings and insurance products in addition to the Society’s core saving products and ancillary products. Be deputy to the Branch Manager working and coaching the Branch team to ensure the specialist Sales Team’s diaries are full on a daily and weekly basis and the Branch objectives are achieved. Identify customer needs to provide qualified appointments to other Branch sales specialists. (i.e. Financial Consultants and Mortgage Consultants etc). Ensure effective compliance with all policy, processes, procedures and regulatory requirements.

Key Accountabilities

• Engage in meaningful conversations with customers to identify member needs to maximise all potential sales opportunities.
• Effective diary management to ensure that you have quantity and quality of appointments required to achieve your sales targets.
• The delivery of quality appointments to appropriate branch specialists in line with target.
• The achievement of your individual sales targets (weekly and quarterly) managing ratios, average sales, cross sales and up sales to optimum effect.
• The sales of the Society’s core savings and ancillary products (i.e. Credit cards) to members/ customers in line with target.
• Participate and lead effective branch campaigns (i.e. telesales, focus days, community events etc) in line with expectations and target as required.
• Support the Branch Manager in the coaching, support and development of the Customer Advisers to maximise individual and team performance and ensure individual and team sales and appointment targets are achieved.
• Take responsibility to ensure that the specialist Sales Teams (i.e. Financial Consultant & Mortgage Consultant) diaries are filled with qualified appointments.
• Act as assistant to the Branch Manager deputising as appropriate.
• Provide support to the Branch Team by assisting with counter duties as required.
• Effective till, float and cash management including withdrawals, receipts and balances in line with Society standards and policy.
• The accurate and efficient completion of duties including achieving sub 2% error rate in key areas such as identification (money laundering), R85 completions, data entry and all others as required.
• Adherence to Society policy, procedure and processes.
• The accurate, efficient and timely completion of duties and general administration procedures including audit checklist completion, where appropriate.
• Be vigilant, alert and aware to potential frauds, deceptions etc. raising concerns as and where appropriate to prevent such incidents.
• Portray a professional image through a positive, enthusiastic attitude and approach, adhering to the Society’s values.

Sales & Financial Targets / Required Results

• Achieve personal appointments and sales targets and contribute to the achievement of the Branch and specialist team targets
• Support the Branch Manager in the overall achievement of all Branch sales targets and objectives.

Customer Service

• Be professional in manner, image, appearance and attitude.  Be empathetic, sympathetic, and enthusiastic as appropriate
• Engage with customers to understand and identify customer needs, give advice and recommend the most appropriate products and services to maximise all potential sales opportunities across each area of the business
• Proactively manage the branch’s customer base to generate future business and encourage customer loyalty

Regulatory standards

• Understand and operate within all relevant internal and external policy and regulatory requirements, including internal systems of control, policy, procedure, training and competency and other regulatory requirements.
• Ensure all sales are made compliantly and that the documentation is avalable to prove this.

 Product Knowledge

• Maintain in-depth and up-to-date product, policy and process knowledge in order to be able to fulfil the requirements of your role, effectively engage with customers and achieve your appointments and sales targets.

In addition to all of the above you are expected to perform other duties as reasonably requested by your Manager.  All employees may be requested to participate in cross functional working including working at other Branch locations at any given time at the request of the Nationwide Group.

Knowledge and Skills

Required Qualifications

• Minimum of 5 GCSEs at grade C or above, or equivalent, including Maths and English
• A suitable professional financial services or sales qualification would be an advantage i.e. FPC, CeMap.

Previous experience

• Excellent communication skills
• Proven track record of sales, demonstrating above target performance
• Customer questioning, objection handling, selling skills and closing the sale. 
• Ideally a background in financial services or retail with the ability to engage in meaningful conversations, identify customer needs and convert these into sales or qualified appointments for our specialist sales teams as appropriate.

Personal qualities and attributes

• A positive, enthusiastic approach and attitude
• Professional, confident  and a team player
• Takes pride in themselves and their work
• The ability to inspire and obtain the trust of both colleagues and members
• A strong desire to succeed and achieve personal and team objectives
• Have a flexible approach as job, environment and economic climate change
• The ability to work without supervision,  use own initiative and get the job done

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