Personal Adviser - Branch
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Salary Range £19,000 - £25,000
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Flexible Contract
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Purpose of role
To take ownership of branch customer base in order to maximise all sales opportunities from both new and existing customers, within the appropriate legal and regulatory framework.
Key Accountabilities
Sales
- 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.
- Achieve personal sales targets and contribute towards those of the team
- Proactively manage the branch’s customer base to generate future business and encourage customer loyalty.
Service
- Engage with the customer and use appropriate communication and listening skills to identify each customer’s individual needs and provide a personal and professional service.
- Emanate expertise in all the Society’s products and services in order to gain customers’ confidence, loyalty and commitment.
- Be professional in manner and appearance. Be empathetic, sympathetic, and enthusiastic as appropriate.
- Introduce customers to the Financial Consultant as appropriate
Quality & Control
- Understand and operate within all relevant compliance requirements, including internal systems of control
Systems & IT
- Understand and utilise all relevant systems
- Interpret and analyse customer and product data to identify and sell to customer needs
Processes & Procedures
- Follow appropriate Society processes and procedures in all areas of role.
Team Working
- Contribute effectively to team goals
- Share best practice, giving constructive feedback to assist the team to develop and to encourage quality leads.
Product Knowledge
- Demonstrate and maintain in-depth and up-to-date product knowledge to allow leads to be generated and sales achieved
- Use knowledge to proactively advise and recommend appropriate products and services to customers.
Delegated Operational Responsibility
- In the Branch Manager’s absence, take responsibility for any operational duties including audit requirements and all aspects of customer care.
Self-development
- Take ownership and responsibility for own personal development with the support of line manager
To undertake any other duties as reasonably requested by management
Person Specification
Education & Experience
- Good general level of education, preferable with a minimum of 5 GCSEs at grade C, or equivalent, including Maths & English
- Fully Cemap qualified
- Previous banking or building society experience
- Face-to-face customer service experience
- Proven track record of sales
Skills & Knowledge
- Computer literate
- Excellent verbal communication and listening skills. Professional telephone manner
- Ability to understand, interpret and analyse information from a variety of sources – essential
- Good knowledge of the financial services industry and current trends in building society products and services
- Good time management skills
- Ability to prioritise
- Excellent influencing and negotiating skills
- Ability to identify, understand and give priority to satisfying the needs of the Society’s customers
Attributes & Characteristics – all essential
- Desire to achieve personal and branch objectives in line with customer needs
- Professional, confident, ability to inspire trust from colleagues and customers
- Well motivated and able to motivate colleagues.
- Flexible as job and business environment changes
- Ability to use own initiative and work without supervision. To be able to take responsibility for operational matters when required.
Values
- Member Focused
- Commercially Aware
- Delivering Results
- Effectively
- Trusted Team Player
- Socially Responsible
- Simplicity
