This is an entry-level qualification, covering the skills needed to help customers in banks and building societies, or in other parts of financial services, such as insurance. Several front-line roles deal with customers and require a high level of technical knowledge and skills across a wide range of products. These roles can be carried out in a branch, over the phone, through the internet and social media, or in an operations centre that supports other areas. The apprentice might deal with individuals, businesses or a small portfolio of accounts.

Those looking to start a career in the financial services sector.

This apprenticeship offers a choice of two qualification routes: Foundation in Insurance, or Award in Life & Pensions Foundation.

Whichever the apprentice chooses, they will cover areas such as:

• understanding customers’ needs, and meeting them with the right products and services
• promoting new digital services
• calling customers to strengthen relationships
• resolving tricky complaints
• working with other areas of the organisation to meet customer needs.

During the course (‘on-programme’) and at the end (‘end-point assessment’). Studying towards this qualification also involves off-the-job training and maintaining a training file in line with the employer’s performance management process.

After completing this apprenticeship, the employee can go on to take the following qualifications:

• Senior Financial Services Customer Adviser Level 3
• Financial Administrator Level 3
• Mortgage Adviser Level 3
• Insurance Practitioner Level 3

• Financial Services advisor
• Insurance Agent