Customer advisor: tasks, skills, training, salary and career development

Changing customer expectations and the rise of personalised financial services have highlighted the importance of the Customer Adviser. This professional is essential for managing and optimising the customer relationship, ensuring high levels of satisfaction and increased customer loyalty in an increasingly competitive environment.

Description of the job of Customer Advisor

The Customer Advisor is a key professional in the field of financial and commercial services. Their main role is to manage and develop a portfolio of customers, providing personalised advice and offering products and services tailored to each customer's needs. They play a key role in building customer loyalty and achieving the company's commercial objectives. The Customer Adviser works closely with other departments to ensure customer satisfaction and optimise the company's commercial performance.

What is the role and remit of the Customer Adviser?

Customer portfolio management

Managing a customer portfolio is one of the fundamental tasks of a Customer Adviser. They must maintain solid, long-term relationships with customers, ensuring regular follow-up and responding to their needs. They use customer relationship management (CRM) tools to track the history of interactions and personalise their actions.

Analysing needs and providing advice

Customer Advisers analyse their customers' financial and wealth management needs in order to offer them appropriate solutions. This in-depth analysis enables them to advise customers on the best insurance, credit, savings or investment products. They must be able to explain complex financial concepts in a clear and accessible way.

Prospecting and business development

Prospecting for new customers and developing the existing portfolio are essential tasks. The Customer Adviser implements prospecting initiatives (telephone calls, appointments, events) to attract new customers and develop relationships with existing customers. Their objective is to achieve the sales targets set by the company.

Customer follow-up and loyalty

Ensuring customer follow-up and loyalty is crucial for the Customer Adviser. They must ensure that customers are satisfied by resolving their problems quickly and answering their questions. Building customer loyalty also means regularly offering new products and services tailored to customers' changing needs.

Compliance and risk management

Customer Advisers must also ensure that transactions comply with current regulations. They must be vigilant about financial risks and ensure that risk management complies with the company's internal procedures.

Tools and technologies used by the Customer Adviser

Technological tools are essential for the Customer Adviser. Here are some of the main tools used:

Customer Relationship Management (CRM) software

CRM software such as Salesforce, HubSpot and Zoho CRM are widely used to track customer interactions, manage leads and analyse customer data. These tools enable Customer Advisers to personalise their actions and optimise portfolio management.

Financial analysis tools

Financial analysis tools such as Bloomberg, Reuters and asset management software are used to assess customers' financial situations and propose appropriate solutions. These tools facilitate informed and personalised decision-making.

Banking applications and digital platforms

Banking applications and digital platforms are also invaluable tools for Customer Advisers. They enable them to manage customers' accounts, carry out online banking transactions and offer innovative digital services.

What skills do you need to be a good Customer Advisor?

Professional skills:

• Mastery of financial and banking products: In-depth knowledge of the various financial, banking and insurance products.
• Financial analysis skills: Ability to analyse a customer's financial situation and propose appropriate solutions.
• Sales and negotiation skills: Mastery of sales, negotiation and prospecting techniques.

Personal skills:

• Thoroughness and organisation: Ability to manage several files methodically and accurately.
• Communication skills: Ability to explain complex financial concepts in a clear and accessible manner.
• Interpersonal skills: Ability to create and maintain relationships of trust with clients.
• Analytical skills: Ability to quickly understand clients' needs and propose appropriate solutions.

What are the current challenges facing a Customer Adviser?

Digital transformation and digitalisation

The digitalisation of financial services is a major challenge. Customer Advisers must adapt to new technologies and integrate digital tools into their daily work to improve the customer experience.

Risk management and regulatory compliance

With regulations changing so rapidly, Customer Advisers need to keep a constant watch and adapt internal procedures to ensure compliance and manage financial risks.

Customer loyalty and satisfaction

In a competitive environment, customer loyalty and satisfaction are constant challenges. Customer Advisers must constantly seek to improve the quality of their services and propose innovative solutions to meet customer expectations.

How do I become a Customer Adviser?

Education and training

To become a Customer Adviser, we recommend that you have between 3 and 5 years' higher education in business, finance, banking or insurance. The following courses are particularly popular:

• Professional degree in banking, insurance or finance.
• Master's degree in finance, banking, insurance or asset management.
• Business school diploma with a specialisation in finance or banking.

EM Normandie offers courses tailored to this profession, in particular the MSc Banking, Finance and FinTech. This course provides the skills needed to excel in the role of Customer Advisor by offering a combination of theoretical teaching and professional practice.

Professional experience

Previous work experience in sales, finance or insurance is often required. Work placements and sandwich courses offer valuable opportunities to gain this practical experience.

How does a Customer Adviser develop and what are the career prospects?

Customer Advisers can progress to become Customer Managers, Branch Directors or Asset Managers. They may also consider opportunities abroad or in larger companies.

What does a Customer Adviser earn?

The salary of a Customer Adviser varies according to experience, the size of the company and the sector of activity:

• Beginner: Gross monthly salary (approx.): €2,000 - €2,500
• 2-5 years' experience: Gross monthly salary (approx.): €2,500 - €3,500
• 5+ years' experience: Gross monthly salary (approx.): €3,500 and more

What kind of work does a Customer Adviser do?

Customer Advisers can work in a variety of sectors such as:

• Banking: managing customers' accounts and banking transactions.
• Insurance: advising on and selling insurance products tailored to customers' needs.
• Wealth management: providing wealth management advice to optimise customers' financial investments.
• Financial Services: offering personalised financial solutions to meet customers' specific needs.

In summary

The Customer Adviser is essential for customer satisfaction and loyalty, contributing to the company's commercial success. Thanks to their skills in finance, analysis and customer relationship management, they play a strategic role in achieving objectives. With varied career prospects and the integration of new technologies, this profession offers interesting opportunities for development in a constantly changing environment.