Senior Financial Services Customer Adviser – Level 3
Standard Number
ST0185 – Version 1.1
Maximum Funding
£8,000
Duration (To Gateway)
12 – 24 months
Standard Overview
This apprenticeship has been designed for use in Banks and Building Societies, but may have wider application across Financial Services, including Life Insurers.
Within these organisations there are a number of front line roles that deal with customers and require a high level of technical knowledge and skills across a wide range of products – these may happen in a branch, over the phone, through the internet / social media or an operations centre that supports other areas.
Facilitation of Assessment
DSW has always had a ‘digital by default’ approach to end-point assessment; this allows us to provide greater flexibility for all stakeholders while reducing fees and our carbon footprint.
- Interviews and presentations are conducted using web conferencing platforms and we’re flexible enough to use a platform of the employer’s choosing when required.
- Written exams, MCQs and Case Studies are carried out online using an invigilated assessment platform
- Portfolios and Projects are submitted to DSW in digital format for assessment
- Our assessments are also administered using an online platform, epaPRO, which provides training providers with access to results, reports and dashboards.
This is all supported by named account managers and operations contacts who are here to support you at each step of the EPA journey.
Assessment Methods
Portfolio of Evidence
- Evidence is gathered during the last 3 months of the on-programme period, and EPA period
- Portfolio evidence to demonstrate all learning outcomes
- A showcase, displaying the best work-based examples of how the apprentice has demonstrated the learning outcomes
Professional Discussion
- Duration of the professional discussion will be 60 minutes (+10%)
- Focuses on any learning outcomes which were not met through the portfolio of evidence, distinction criteria and the apprentice’s role
- Will consist of 15 discussion points
For more details, visit the IfATE website.
Grading
There are 3 levels of achievement within this apprenticeship: fail, pass and distinction.
Assessment Method Grading
A minimum of 34 pass criteria must be met within the Portfolio. Any pass criteria which are not met within the Portfolio must be met in the Professional Discussion.
The Portfolio will be graded as either a Progression or Non-Progression.
The Professional Discussion will be graded as a Progression or Non-Progression.
Overall Grading
To achieve an overall pass, the apprentice must demonstrate competence against all 42 pass criteria.
To achieve an overall distinction, in addition to meeting the pass criteria, the apprentice must achieve a distinction in:
- All the distinction criteria within the below learning areas:
- Customer Relationship Management
- Delivering Results
- Teamwork
- Personal Development Learning areas
- The Professional Qualification will count as one of these if this was passed at distinction level.
The two assessment methods are cumulative, the overall outcomes across both Portfolio and Professional Discussion will determine the overall grade achieved. This will be confirmed via the Assessment Record.
Overall Grading – Team Leader Route
There are 49 criteria for the optional Team Leader Route.
A minimum of 41 pass criteria must be met through the Portfolio for the apprentice to be able to progress to the Professional Discussion.
To achieve an overall pass, the apprentice must demonstrate competence against 49 pass criteria.
There are no distinction criteria assigned to the Team Leader Route.
To achieve a distinction on the Team Leader Route, the apprentice will need to meet the 49 pass criteria, and must achieve a distinction in:
- All the distinction criteria within the below learning areas:
- Customer Relationship Management
- Delivering Results
- Teamwork
- Personal Development Learning areas
And
- All the distinction criteria in 3 further skills and behaviours learning areas. The Professional Qualification will count as one of these if this was passed at distinction level.
Resources
We provide a range of recourses to support the apprentice, training provider and employer prepare for end-point assessment:
- Toolkit
- Overview video
- Service overview
- Relevant webinars
Benefits and Support
DSW is a leading EPAO trusted by some of the UK’s largest employers and apprenticeship training providers to assess apprentices across a portfolio of more than 35 standards.
We combine first-class customer support, leading assessment technology and assessment expertise to deliver an EPA experience which our clients tell us is unequalled.
Our key benefits include:
- Assessor allocated ahead of gateway to guarantee availability and fast turnaround
- Planning meeting scheduled within 1 working day of Gateway
- Results issued within 5 working days
- Competitive pricing, reduced resit fees and no registration fees
- Dedicated account manager and operations contact
- Quality-assured assessors with extensive sector and assessment experience
- Truly collaborative, partnership approach and dedicated DSW human touch support team
- Delivery of a great learner experience with flexibility to accommodate varied learner environments
- Support materials – Guides, toolkits, webinars and use of digital platforms make EPA efficient and easy
- Engaged with other EPAOs and sector bodies to lead the standardisation of assessment methods and raise professional standards