Financial services call centre operators work in telephone contact centres for banks, building societies and other companies that offer financial services. Job titles vary, and they are often known as customer service advisers. They deal with customer enquiries and promote financial products, either through receiving incoming calls or making outbound calls.
Advisers may deal with straightforward enquiries such as confirming account balances, or they may advise on more complex matters such as dealing with disputed items on a credit card bill.
They must follow procedures set by their employer, such as asking security questions to confirm a customer’s identity. They use computer databases to access customer information and update accounts. Advisers may also have to deal with complaints or sell financial products to customers.
Most operators work 35 to 40 hours a week. Financial services contact centres are often open late into the evening and operate six or seven days a week, so evening and weekend shift work is common. Part-time work is also available.
Most people work in large offices with individual computers and a headset telephone. The headset telephone keeps hands free to input details into the computer.
To work as a financial services call centre operator, you should:
After gaining experience it is possible to move into other roles within a call centre such as training or management. It may also be possible to move into other roles within finance such as pensions administration or financial advice.
If you would like to know anything about Financial Services Call Centre that does not appear on Hotcourses, further information can be found below.
Institute of Financial Services
4-9 Burgate Lane
Tel: 01227 818609
The Chartered Institute of Bankers in Scotland
38b Drumsheugh Gardens
Tel: 0131 473 7777
Financial Services Authority
25 The North Colonnade
Tel: 020 7066 1000