How does your role help you deliver Helpful Banking?

• To help and educate customers to identify, understand and prioritise their short and long term financial needs.
• To provide information about the RBSG products and services to enable customers to make an informed choice, but not to provide specific advice.
• To identify where customers have an advice need and facilitate a seamless transition to the best service to meet their needs
• You will make a highly visible impact on branch performance and make sales through delivering outstanding customer service.
• Working effectively with the branch team, you'll build stronger and more profitable relationships with our customers, through the sale of products that meet our customers’ needs and excellent customer service.
• With a background in sales or a target-driven environment, you'll bring previous experience of delivering a first class customer experience

What skills, knowledge and experience do you need to do the role?

You need the following for the role:

• Proven customer service skills, ideally, you will have worked in the financial products industry i.e. mortgages, loans, credit cards etc however this is not essential. Many successful Customer Advisors have come from mobile phone, retail or contact centre roles. It’s more important that you have experience helping customers and putting their needs first.
• Self-motivated with the ability to work as part of a team and act as an ambassador for Helpful Banking
• Knowledge about Financial Services and products within the marketplace
• IT skills
• The role will be branch based
• Ability to differentiate between a request for information and a request for advice
• Understanding of the financial implications of key life stages of customers
• To pass an annual Insurance Conduct of Business Sourcebook (ICOBS) assessment

What do you need to do?

Customer Service

In this role you will need to:

• Demonstrate Helpful Banking Behaviours in all contact with customers
• Help customers to understand their protection needs; providing information about the product sets available to meet these needs and facilitating product sales where appropriate.
• Through identifying and understanding customer needs, actively provide lead generation for the Advice business as appropriate
• Delivering a high quality customer experience, adhering to TCF principles
• Deliver against performance objectives, whilst enhancing the customer experience and maximising income
• Responsible for ensuring that all customer product applications are completed right, first time
• Proactively self generate quality customer leads
• Keep up to date with product knowledge
• Responsible for managing, reviewing and updating own continuing personal development
• Responsible for preparation, planning and diary management for customer appointments
• Deliver against a set of performance objectives, whilst enhancing the customer experience and maximising income.

People

In this role you will need to:

• Proactively build and maintain productive and ongoing relationships with lead generators and Advice Teams.
• Build productive relationships will all central and support teams

Control

In this role you will need to:

• Operate with adherence to the relevant Customer Complaints Framework
• Operate with adherence to the required Training and Competence Scheme; ensuring continuous compliance

How will you do it?

All Retail employees should demonstrate the UK Retail Helpful Banking Behaviours

I Care I am Proactive

I Simplify I am Professional

With us, hard work adds up to more. Our rewards include a generous salary, the opportunity to participate in bonus schemes and discounted Group products. Plus we offer a 25% benefit funding that gives you the option of choosing your own mix of cash and benefits.

All of which creates a truly flexible benefits package that fits your changing needs and lifestyle.

Base salary from £ 15925 - £18200 + 25% benefit funding + individual bonus potential.

Hours

Full Time Hours
Permanent Contract
Retail working hours
Some weekend work may be required
Your actual working hours will be discussed at interview
Training will be Full Time

Selection Process

Step 1 – Online Application

Gathering your personal details, for example work history
Questions relating to RBS/NatWest minimum requirements for the role
Completion of a Work Style Assessment

Step 2 – Telephone Interview

A telephone interview lasting up to 40 minutes which focuses on the capabilities needed to do the job

Step 3 – Face to Face Interview including Practical Activity

Questions relating to the capabilities required for the job including a Practical Job Related Activity

This is also a great opportunity for you to ask any questions

Screening Process

We take every precaution to protect the information that we hold about our customers so, as part of our recruitment process we will carry out the following checks:

Credit Check
Verification of previous 2 years activity

If you are invited to an interview you will need to provide the following documents:
Proof of right to work within the UK- either a valid EU Passport OR a full Birth Certificate AND proof of National Insurance number, OR a valid Passport stamped with a UK work permit visa that confirms current right to work within UK.

Current utility bill or bank statement with your name and address on it and dated within the last 3 months (council t ax bills can be within 6 months)

You will also need to provide documents to verify your activity over the past 2 years. These could include:

Current payslip dated within the last 3 months, or a P45 or P60 if dated within the last 3 months

If you have less than 2 years work experience because you have recently left education please provide documentation regarding academic qualifications obtained within this period.
RBS - 10 months ago