Building trust and customer relations


Working part time as a Personal Banking Advisor at Bank of Scotland has allowed Stacey Quinn to do a role she loves while balancing family life.

Stacey says being a Personal Banking Adviser gives her a great deal of job satisfaction. She can help customers with their financial problems and is able to build a great relationship with them. “Trust is one of the top priorities together with being the best bank for customers and helping Britain prosper,” she says. She adds that her experience of being a mum really helps her relate to customers. “I have more empathy,” she says.

Her job involves one to one meetings with customers and explaining to them the bank’s range of products. That means she has to know them inside out. “I love my job. If I want to help my customers save money I have to be knowledgeable about which products will suit them and find out a lot about them. I need to make them feel comfortable with me and build a relationship of trust,” she says.

“Building trust is a business imperative for the bank and I try to offer every customer excellent service. When they leave the room they feel they can come back at any time or ring me. I give them time to reflect on their decisions so they don’t feel rushed. There is a personal touch that I really pride myself on.”


Stacey says another advantage of being a Personal Bank Adviser is that she has a lot of control over her diary. She has worked at the Bank of Scotland for 12 years since she was 20. Her first job was as a cashier and she trained as a Personal Banking Adviser four years ago. She works three longer days instead of four which helps on childcare and means she can use time at the end of the day to call customers for reviews,” she says. She works 9am to 5.30pm with a half hour lunch break.

Before starting the role she had six weeks of training, learning all the different financial regulations and all the products the bank offers, which is constantly being updated, and which customers would suit which products best.  One of the hardest things was learning the new system brought in when Lloyds merged with Bank of Scotland.

Stacey has a 13-mile journey to her bank at Coatbridge and no childcare costs. Her mum and mother in law look after her daughter who also attends nursery in the mornings, using her 15 hours of free childcare a week.

Her husband works full time, but he can pick up her daughter from her mum or mother-in-law.

Stacey says: “I’ve been working full time since I was 16 till three years ago. Being able to work three days a week in a job I love makes a big difference to me. It means I can watch my daughter grow up.”

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