Financial Services Administrator

K1

The ethics and key principles of the financial services regulatory and legal frameworks, and key principles of the advice process, relative to their role. For example, the Financial Conduct Authority (FCA) handbook, Prudential Regulation Authority (PRA) rulebook, and the implications of non-compliance.

K2

Professional standards and best practice in financial services, and how these are applied through organisational policies and procedures in line with internal policy, the financial services environment, and FCA or PRA guidelines as appropriate.

K3

The financial services market, including the role of their organisation, relevant financial services professionals, and product providers, and how they support stakeholders.

K4

Approaches to delivering excellent customer service and fair customer outcomes, including Treating Customers Fairly (TCF) principles and Know Your Customer (KYC), and identifying vulnerable stakeholders and how to make reasonable adjustments.

K5

Systems and processes within their team, how these support the delivery of their team’s goals and strategy, and how they interact with the wider organisation and financial services industry stakeholders, including the importance of adhering to service level agreements.

K6

The products and services offered to customers by their organisation, and the products of their competitors, relative to the role, including their features and benefits.

K8

How to identify, mitigate, and escalate risks that could lead to issues such as financial fraud, reputational damage, financial loss, and customer dissatisfaction.

K11

Techniques to develop and maintain collaborative and positive stakeholder relationships.

K12

Communication techniques and methods, including verbal, non-verbal, and written, and the importance of adapting communication style to facilitate understanding of technical and non-technical information for different stakeholders.

K14

Approaches for planning, organising, and effectively managing time and resources, and the importance of meeting key performance indicator targets (KPIs).

K17

Principles of continuing professional development (CPD) within their role and specialised sector, for example, financial services, mortgage advice, investment operations, or insurance, and the impact of learning on their own role.

K15

Continuous improvement techniques, and the impact of continuous improvement on delivering financial services.

K16

Green and sustainable policies and practices in the finance sector, and how to minimise negative environmental impacts within their role.

K9

General software packages and specialised financial service platforms relevant to their role, including emerging digital tools in the wider industry, for example, generative artificial intelligence (AI), robotic process automation (RPA), big data tools, data analysis tools, and telematics, and their impact on their role, products and services, and key stakeholders.

K10

Data protection legislation and the processes for sharing and storing information safely and securely, including the risks to data from cybercrime.

K13

Approaches to researching, analysing, and presenting information and data relevant to their role and audience, using available tools and techniques.

K7

Policies and procedures for the identification and escalation of issues relative to role.

K18

Organisational equity, diversity, and inclusion policies.

S1

Apply professional standards and best practice to support positive outcomes for stakeholders, in accordance with legal, regulatory, and ethical rules and principles.

S2

Deliver customer service to internal and or external stakeholders that meets their requirements, considering service level agreements, and ethical and financial regulations, such as Treating Customers Fairly (TCF) principles, Know Your Customer (KYC), and identifying and supporting vulnerable customers.

S3

Collaborate with and support financial services teams with planned and ad-hoc tasks or projects.

S4

Identify potential risks and align tasks with company guidelines to effectively mitigate risks, escalating where appropriate.

S5

Escalate issues where appropriate in line with organisational policies, procedures, and legal and regulatory requirements.

S6

Use digital systems and processes to meet business and customer needs, considering financial services regulatory and governance requirements.

S7

Handle data safely and securely and share information in compliance with data protection legislation and organisational policy.

S8

Develop and maintain collaborative and positive relationships with key stakeholders, ensuring a clear understanding of their individual expectations and needs.

S9

Select and use appropriate communication methods for the audience and circumstances, and convey technical and non-technical information to stakeholders, adapting as needed and in compliance with relevant policies, guidelines, and legislation.

S10

Use available tools and technique to research, collate, analyse, and present data relevant to their role and audience.

S11

Plan, organise and prioritise own tasks, managing time and resources effectively.

S14

Participate in training and development activities related to their role, and stay up to date with relevant legal, regulatory, and other changes affecting the industry.

S12

Identify opportunities for continuous improvement and recommend solutions to improve processes.

S13

Apply current and developing sustainable principles and techniques relative to role.

S15

Work in line with organisational equity, diversity, and inclusion policies.

B1

Acts professionally, ethically, and with integrity.

B2

Maintains confidentiality and acts with due care and diligence.

B3

Works collaboratively with others across the organisation and stakeholders.

B4

Works flexibly and adapts to changing circumstances, including overcoming challenges and responding to setbacks.

B5

Supports an inclusive culture and treats colleagues and stakeholders fairly and with respect.

B6

Reflects on own practice and seeks learning opportunities for continuing professional development (CPD) in line with industry and organisational requirements.