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Sandrine R
I obtained a vocational training certificate as part of a work-study programme. I was on a call centre floor with around ten other sales people and that was where I became really interested in sales and marketing. I then obtained a business management degree and joined a car leasing company as a junior sales person. I have always loved contact with customers and sales.
I finally moved towards the banking environment because it combines these two aspects, allows me to progress and learn other roles and is compatible with family life. I joined LCL six years ago and I have always been very well supported, both by the teams in which I've worked and by the experts in my sector.
How would you describe the position of Individual Customer Advisor?
The role of a customer advisor involves managing and developing a customer portfolio. But my main role, first and foremost, is to listen to my customers, advise them and build their loyalty. Every customer is different, so you have to focus on their needs so that you can guide them as effectively as possible and offer them the banking products and services most suitable for their needs, while maintaining a customer acquisition approach.
What are the peak periods of your job during the year?
There are not really any key times for my job. There’s no routine: in one day I might be involved in a mortgage loan, insurance, investments, etc. Every customer is different, so they have different questions and demands. What I love about my job is the commercial and friendly aspect, because I develop my customer portfolio throughout the year as part of a close-knit team that enables me to progress every day.
Can you describe your typical day?
My day starts with a sales meeting with my agency director. The whole team meets over a coffee. The director presents new products, the various current offers and a report on the previous day’s activity. Then we welcome our first customers by appointment or directly at reception. I try to meet their needs and expectations as best I can. If I need to I can rely on my colleagues, as well as the sector experts who are always available. We mainly work as a team, which is our strong point. I discuss anomalous accounts and appointment preparations individually with my director at the start of the day.
What career path is required to reach your position and what are the possibilities for development?
I joined LCL in September 2012. I started as a reception advisor for two years, after which I got the job of Individual Customer Advisor. When I was a reception advisor, I wasn’t only at the counter but received regular training and attended and then conducted appointments, which allowed me to progress smoothly into my current role.
What advice would you give to someone thinking of taking up a similar position?
The job of Customer Advisor is very interesting because it is so varied. It not only involves the sale of banking products but many discussions with customers and colleagues.