Protection Advisor in England, United Kingdom

at Banco Santander

Banking / Financial Services
Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female
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Job Description

To support the Bank’s strategy to put customers at the heart of what we do through the provision of sound financial advice to our customers to meet their financial protection needs.
Specifically this role will:
a.Work closely with the Mortgage Advisers to ensure that all our borrowers are in an informed position about their protection needs and are offered appropriate solutions to meet those needs. 
b.Work in partnership with the wider branch team and other channels to deliver an integrated cross channel experience to customers.
c.Provide advice to customers with underlying financial protection needs, ensuring they are treated fairly, that appropriate advice standards are met and that conduct risk to the business is minimised.
d.Be responsible for, and competent in, advising, servicing and building customer relationships by providing solutions through our protection and banking proposition and working in partnership with other areas within the organisation to the benefit of the customer. 



•Know your customers
•Serve your customer well
•Identify your customers financial needs and provide them with the products to best suit their requirements
•Making sales
•Work within quality and control procedures


Behavioural PDP
•Results Orientation
•Client & Customer Orientation
•Communicating & Influencing
•Working as a Team & Team Management

Technical PDP
•Processing, Admin and Accuracy
•Risk Management and Control
•Information and data management
•Service / Solutions delivery


1. Know your customers
•Approach and engage customers in the banking hall, at the sales desks, in interviews and via the phone
•Build positive relationships with new and existing customers, personalising every engagement
•Make the most of tools and systems in the branch to understand and continually update customer financial information
•Know and prepare for future appointments, gathering appropriate information from colleagues generating referrals
•Provide feedback to colleagues on progress with referrals and follow up own referrals by asking for feedback

2. Serve your customers well
•Deliver a professional and credible service and keep your knowledge of products and services offered by Santander up to date at all times
•Work with the team to ensure the professional appearance and presentation of the branch
•Take ownership for resolving customer enquiries and complaints working with colleagues in other channels and business areas to provide a seamless experience
•Take ownership for tracking post sales administration, providing support to CSA’s where they are completing this on your behalf and keeping your customers informed
•Contribute ideas and work with your colleagues to continually improve the customer experience

3. Identify your customer’s financial needs and provide them with the products to best suit their requirements
•Ask questions, gather information and listen so you can understand customer needs and identify needs they may not realise they have
•Engage customer curiosity by showing how our products can make and/or save them money
•Help customers understand our products and services, providing information on all products
•Look for opportunities to attract new customers and retail and grow our relationship with existing customers and refer customers to the right sales colleague in the appropriate branch and/or channel to meet their advised investment needs
•Work with the SCM and your colleagues, providing coaching and hands on support in the banking hall to ensure you are fully productive with on demand and planned appointments

4. Making sales
•Agree sales targets with your RMM and BM and always know how you are performing against these
•Carry out customer interviews by appointment and on demand and make sales in relation to all relevant product areas.
•Close sales that meet the most important needs for the customer at a given time whilst gaining their commitment to ongoing reviews
•Share information with sales colleagues on what other banks on the high street are offering and contribute ideas based on own sales success and learning
•Work with the branch team to develop and run local campaigns to improve business performance and/ or make change happen
•Track pipeline business and accurately report sales performance and forecast activity
•Proactively identify protection opportunities through building relationships with your customers

5. Work within quality and control procedures
•Comply with the requirements of the Santander Training and Competence scheme and ensure that all annual testing and product testing is completed on time and to a high standard
•Comply with the company’s quality standards including sales and credit quality policy and procedure
•Complete sales administration required procedures and timescales at all times
•Comply with company and branch procedures relating to financial, physical and back office controls
•Follow company complaints procedures


•Detailed product and sales process knowledge related to advised and non advised sales in all relevant product areas 
•Detailed understanding of sales and credit quality procedures – and branch controls relating to physical security and back office processes
•Good general knowledge of the financial services industry and competitor activities
•Basic understanding of advised investment products offered by Santander, both in branch – and through other sales channels – in order to make effective referrals to the right sales colleague
•Strong interpersonal and sales skills with customers, able and keen to generate natural conversations and ask engaging questions and listen well
•Confident and skilled in engaging customer interest by showing how they can make or save money and in asking for the business – i.e. referral to another sales colleague
•Efficient and accurate in following sales processes and completing related administration
•Professional and credible – able to keep up to date and recall a range of information quickly e.g. changing product features and procedures – and recognise the right situation to apply this knowledge
•Highly focused to succeed/ exceed expectations
•Experience of working in a sales environment with a proven track record of identifying and fulfilling sales opportunities
•Working successfully to deliver against objectives and performance measures/ targets
•Experience of working in an environment where adherence to procedures is essential
•Experience of working in a busy customer driven environment
•Working effectively in a team

Level 4 Diploma or RO5 qualified (or equivilant) - Essential

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