CS&O Analyst Review

Working within Debt Management Operations. Receiving inbound calls from NatWest and RBS customers that are in debt either on their current account or loan account and discuss repayment options. This also includes having to refer customers in financial difficulty to free independent money advice organisations and conducting income and expenditures with customers to assess their financial situation.

I have enhanced my customer service skills by putting the customer first and trying to understand their situation so that I can help them the best that I can. I have also enhanced my communication skills by being more empathetic and knowing how to explain things clearly to the customer.

I do enjoy the programme. It has given me the ability to develop many skills including communication and customer service. It has also given me the opportunity to research financial institutions and the role they have within the UK and the financial system. It is also a great opportunity for career progression

It is well organised to an extent. I know what is due and when due to receiving the course outline and I know I have enough time to complete the tasks as RBS have gave me set times off of the phone each week. However, navigating around the VLE and knowing exactly what is what is something that needs improving. Apart from that, my course tutor is always helpful and RBS have been supportive to help complete the necessary tasks.

As mentioned above, I always have a set time each week to complete any outstanding work and I have a catch up with my manager during this time where he always asks if there is any way that he can support me. I also have monthly catch ups with my tutor who always answers my questions and helps with any issues with my apprenticeship work that I may have.

As mentioned above. I receive a lot of support from [This section of the comment has been removed by a member of the RateMyApprenticeship Team because it did not meet our site terms and conditions]. He always asks about my mental health and directs me to their safeguarding officer if I am struggling. We have monthly catch ups where he goes through the next piece of work that is due and explains it thoroughly so that I understand.

I feel that the qualification helps me understand the bank more, but not necessarily my role. This does help me though as it means that I know about certain legislation that the bank is required to abide by and also to understand the regulators and how to make sure that the work I do is inline with that.

There are many different 'networks' within RBS which hold networking events and just general events where we can meet other people within the networks. I am part of the Rainbow Network and RBS aspire which hold networking events. RBS Aspire have just recently held their first event in Rotherham as an introduction

Yes

It is a great place to work. Although the role I do can be quite stressful at times and can be very fast paced, there is a great support network. There are also great benefits to working here such as a good pension scheme, RBSelect and of course the pay. The people who work here are also great which makes it a really good place to work and you know that you always have someone to talk to or help you if you're struggling.

Research, research, research! You'll never know too much information but the more you know, the easier it is to pick up the systems, communicate with colleagues and help customers. Also, don't take things to heart. Sometimes customers will say some thing angry towards you but is actually aimed at the bank.