A Day in the Life of a Customer Consultant at YBS

So you want to know what that job description really means? Get the inside story from our employees through an account of their average day.

8:45 - Attend the branch huddle and talk through appointments for the day. Go through some tips for the new GIA campaign with the Customer Representatives so that they can start to talk to people coming into the branch.
9:15 - First appointment of the day with Mr Ellis. Take him through a follow up from his account opening two weeks ago when he mentioned he wanted to discuss Home Insurance.
9:45 - Help out on the counter for a bit.
10:30 - Sit down with Brian, our L&G Adviser, to review a referral I passed over for Mrs Smith.
11:00 - Pull out all the calls needed as follow-ups to last week’s enquiries. Get on with the calls whilst it’s quiet!
12:00 - See Miss Richardson before lunch. It’s a first appointment to discuss the new issue of GIA and make a sale.
12:30 - Pick up an instant referral from April on the counter, so off to lunch a bit late.
2:00 - Sit down with Mrs Clarke to go through a full account review and make sure her money is in the right places.
2:30 - Spend an hour on the counter and pick up two new appointments for tomorrow.
3.30 - Mr Greyshott coming in for an account opening and to discuss how best to spread his lump sum investment across YBS. Pick up a referral to L&G.
4:45 - Review the day with the branch team. Spot two new opportunities to follow up with a call.

8:45 - Branch huddle: discuss diary for the day and availability for appointments in the next 2 days. Update other staff on sales position, successes and focus areas.
9:00 - Review day’s post for items for ongoing cases.
9:15 - Review account for 9:30 for Mr Brown, who will be visiting the branch for an additional loan appointment - discuss potential opportunities with the Manager.
9:30 - Mr Brown’s additional loan appointment to discuss debt consolidation. Includes a protection review for existing mortgage and new loan.
11:00 - Complete life cover application with a customer.
11:30 - Discuss the outcome of the appointment with the Manager.
11:45 - Process additional loan application.
12:00 - Telephone re-mortgage appointment booked in for tomorrow, reminding them to bring in income details and insurance documents.
12:30 - Lunch.
1:30 - Speak to a customer about a large investment referred by one of the Customer Representatives. Give the CR feedback on the quality of their referral.
3:30 - Follow up calls to Home Insurance prospects.
3:45 - Review the account for product transfer appointment at 4:00 with Mrs Taylor.
4:00 - Product transfer appointment to discuss new fixed rate.
4:45 - Review the day’s successes with the team and update them on the activity planned for tomorrow.