Hi I’m Sam …
I started in the HBOS call centre, and then I moved over to the branch after a year; before that I worked in a chip shop, and was also a computer engineer. But I’ve always been interested in banking as my dad is an Independent Financial Adviser, so I knew that in the financial sector I could make people better off – I could make a real difference to them.
I liked the call centre, and I really liked my team, but I knew I’d be able to work more independently in the branch, and keep the customer facing part of the job. The career path in the call centre was to become a team leader, but I didn’t really want that. So I looked to the branches. Once it was something I’d identified that I wanted to do with my team leader - although they didn’t want to let me go - they gave me lots of support to make it happen.
There are lots of opportunities
I went into the branch as a Cashier, which meant helping with transactions, but always looking to generate leads. After five months I was performing really well, so I was able to move to a Banking Adviser role in another branch. This just reinforced my reasons for joining, I knew this was a massive company, with a big name, and I knew there was a career path with lots of opportunities.
As a Banking Adviser the training is comprehensive. I spent four weeks out of branch, then three weeks in branch being observed. I had to pass a range of exams on topics like debt protection and financial crime. Ongoing there are tests every couple of months. I get lots of support from my line manager, and I’m always being taught about new products. After all this is a regulated business, so they ensure you’re prepared really well.
My aim is to get to Personal Financial Adviser in the business. That way I can get to keep the customer relationships, but at a higher level. Then people can truly put their trust in you, and you can make a huge difference to them.
I don’t sell. I listen.
I don’t see it as selling. Instead I look at what the customer does with their money, and then I advise on what’s best for them – not what’s best for us. It’s all about helping people. For instance, there might be a re-jig of current accounts that will help the customer, but won’t count towards my targets. I will do that, because it’s the right thing to do. And it means you’ve built some trust, so sales will come, either this time or next.
Once I recognised how I could save customers money then my performance went through the roof. I try to present the facts to them, and take all of the hassle out of it. I’m not pushing them, but I can make it really easy to make a change. With a bit of time I think I can save anybody money. But I know that half the battle is getting people to buy ‘me’. So it’s important to have charisma, confidence, and self-belief.
Recognition and respect
Everyone knows when I’ve done a good job! In fact all of our achievements are acknowledged; emails go around when anyone performs well. Our daily update meetings also highlight good performance. Whether I’m succeeding or struggling with something, my line manager gives me a lot of time and support, we talk really honestly and it always helps.
If anyone was to ask me about working here – I’d recommend it. I’d tell them about my experiences, and I’d explain that I’ve got a career path, I’ve got money and responsibility. Ultimately, it’s a career not a job.
