1 March 2022
‘As a client advisor, I am the first point of contact for our retail clients and help them with their everyday questions. They often have an appointment here at our office in Zwolle or we have contact via video telephony.’
Each situation is different
‘I provide information and commercial advice on the bank's products and services. The people I speak to want to take out insurance, open a joint account or apply for a new bank card, for example. But I also deal with more complex cases such as authorisations.’
‘When we're on the phone I go through clients’ banking information and make sure that they don't run into any unexpected risks. We always try to take a broad view of the situation – if a client wants to take out an account for his mortgage, we immediately point out the appropriate insurance. Every issue is different, and that is what gives this job depth and makes it challenging.’
Help with internet banking
‘In addition to talking to clients, I sometimes work as a floor manager. In the visitors' area of our office, I receive visitors who have an appointment and help people who walk in with a brief question. Sometimes I am a digital host, which is when I stand at the internet table where clients can use our computers free of charge. Often they need help with digital banking or internet banking.'
First fashion, now the bank
‘I started at ABN AMRO four months ago, having previously studied fashion, which is a really different background. I ended up at the bank by chance. Before I started, I had to get my Wft Basis: a certificate that allows you to advise clients commercially.’
‘I started with sixteen weeks of internal training at the office, which I have just finished. I was in a class with colleagues who had also just started as clients advisors. Each week, we looked at a different topic: we studied ABN AMRO's products and insurance policies, the various departments within the bank, but also client contact. During the training you are prepared for work as an advisor and sometimes you already get to have your first real advisory conversations.’
Good basis
‘Because I am in direct contact with clients, I know very well what they want. This position is also a useful stepping stone: I can use the knowledge I gain in any subsequent positions within the bank. It is not uncommon for colleagues to move on after they have been doing this for a number of years. Then they can get started, for example, as financial care coaches or housing consultants. It is a large organisation, so you can go in any direction. But there are also plenty of opportunities for growth within our Customer Clients department.’
Valuable work
‘One day I want to move on to another job, but right now I feel completely at home here. I want to get better at my job first. There are some very experienced advisors who can teach me a lot. We are a small and close-knit team, in which we work well together. If a client has a question that I don't know the answer to, I can always ask my colleagues for help. That way we can give the best advice together.’
‘It feels good to be able to help someone who has a problem. It is a very social and commercial job – you have to listen to people, look at things from their side and give appropriate advice. I find this personal attention important and really take the time for clients. The appreciation I get in return is worth a lot.’
Will you, like Teska, become an advisor for our retail clients? You can apply to one of the temporary employment agencies we work with.
