1. Illustration by Nacho Rojo
Financial Services Customer Adviser Apprenticeship Standards (Level 2 & 3)
Presenter: Nathan Cookson
Sector Manager: Business Technical and Professional
November 2017
Presentation Title Arial Bold 7 pt

2. What is the purpose of today?
Illustration by Lucy Vigrass
What is the purpose of today?
1 Introductions
2 The new Apprenticeship Standard
3 End Point Assessment

4. SASE Framework withdrawals
Illustration by Tang Yau Hoong)
SASE Framework withdrawals
Phased withdrawal of SASE apprenticeship frameworks where replacement apprenticeship standards that cover the same occupations
Education and Skills Funding Agency consultations -
The proposed last date for new starts on these frameworks is no earlier than 01 January 2019
Providing Financial Services (Level 3)
Final list for withdrawal announced in October / November If withdrawal is deferred, the framework will be included in the next batch of proposed withdrawals.

5. Register of End Point Assessment Organisations
Pearson are an approved End Point Assessment Organisation for the following new apprenticeship standards:
Financial Services Customer Adviser
Senior Financial Customer Service Adviser
Customer Service Practitioner
Team Leader / Supervisor
Operational / Departmental Manager

6. Financial Services Customer Adviser Standards Level 2 and 3

7. Financial Services Customer Adviser Apprenticeship Standard
Duration: Typically 12 – 18 months
Maths and English requirements: Achievement of Level 1
Knowledge
Skills and Behaviours
Industry and Company Understanding
Regulatory, Legal and Compliance
Products and Services
Systems and Processes
Customer Service
Delivering Results
Teamwork
Communication
Problem Solving
Continuous Improvement
Personal Development
Honesty and Integrity
Flexibility
Resilience
Illustration by Lucy Vigrass
Illustration by Lucy Vigrass
Illustration by Laura Rolwing

8. Senior Financial Services Customer Adviser Apprenticeship Standards
Duration: Typically 12 – 24 months
Maths and English requirements: Achievement of Level 2
Knowledge
Skills and Behaviours
Optional – Team Leadership
Industry and Company Understanding
Regulatory, Legal and Compliance
Products and Services
Systems and Processes
Customer relationship management
Delivering Results
Teamwork
Communication & Influencing
Problem Solving
Continuous Improvement
Personal Development
Honesty and Integrity
Flexibility
Resilience
Team Leadership
Team Development
Compliant Delivery
Illustration by Lucy Vigrass
Illustration by Lucy Vigrass
Illustration by Laura Rolwing

9. Qualifications Financial Services Customer Adviser
No required qualifications for this apprenticeship
The Assessment Plan recommends professional body qualifications/units that employers can use to ensure robust technical knowledge.
Senior Financial Customer Service Adviser
The apprentice will complete an appropriate Professional Body qualification or examination
Funding for Qualifications
Funding cannot can be used for the registration/examination/certification costs of non-mandated qualifications
Funding can be used for some or all of the delivery where there is clear overlap between this training and the apprenticeship standard content

10. Senior / Financial Services Customer Adviser
Assessment Plan

11. Senior / Financial Services Customer Adviser
Detailed Standard

12. Senior / Financial Services Customer Adviser Grading Criteria
For both of the assessment methods, all pass criteria (100%) must be achieved to progress and complete the apprenticeship
Portfolio of Evidence
Pass Grade
All pass criteria must be achieved to progress and complete the apprenticeship
Distinction Grade
Four Mandatory - Customer Service, Delivering Results, Team Work, Personal Development
Three Optional – Three out of the remaining six skills and behaviours
Illustration by Ben Wiseman
Professional Discussion
Illustration by Lucy Vigrass
Illustration by Kanae Sato

13. Assessment Gateway Purpose Checklist
The gateway review sets out the requirements that an apprentice must meet before they can commence end-point assessment.
Purpose
Employer, apprentice and training provider involved
Satisfactory evidence (as determined by the employer and supported by the training provider) that the apprentice has achieved the necessary skills, knowledge and behaviours
Maths and English qualifications
Mandatory on-programme qualifications
Checklist
Find an Assessment Organisation for EPA (ILR requirement)
Decide what month the apprentice will be doing EPA
Contact the Assessment Organisation and book EPA
Gateway declaration form

14. End Point Assessment

15. Senior/Financial Services Customer Adviser Apprenticeship Interpreting the End Point Assessment Specification
What are the skills, knowledge and behaviours being assessed?
Apprenticeship standard
Standard outcomes
Principles, concepts and practices related to the apprentices’ employment
Teaching and learning content
Content underpinning the standard outcomes
Portfolio of Evidence
Assessme nt delivery
Assessment conditions including assessment briefs
The rules for assessment
Professional Discussion
Grading and evidence requirements
What I need to evidence to achieve a pass or distinction
Grading criteria
Successful apprenticeship achievement and certification

16. Illustration by Ben Wiseman
Portfolio of Evidence
The Portfolio of evidence is a summative portfolio in which apprentices will demonstrate, with the support of appropriate work-based evidence, how they have applied and used the identified knowledge, skills and behaviours at the required standard in their everyday work practice.
Independent assessment of the TEN, Skills and Behavioural requirements within the Standard
To achieve a pass grade, the apprentice must achieve all pass grade criteria
To achieve a distinction grade, the apprentice must achieve all distinction criteria in all four of the following skills and behavioural areas:
Customer service, Delivering results, Teamwork, Personal Development
Plus, achieve all distinction criteria in any three of the following skills and behavioural areas:
Continuous Improvement, Communication, Problem solving, Flexibility, Honesty & Integrity, Resilience.

17. Illustration by Ben Wiseman
Portfolio of Evidence
The Portfolio of evidence is a summative portfolio in which apprentices will demonstrate, with the support of appropriate work-based evidence, how they have applied and used the identified knowledge, skills and behaviours at the required standard in their everyday work practice.
It is anticipated that apprentices will require a 3-month window during the end-point assessment period to complete the portfolio production.
Access to the Portfolio Brief so that apprentices fully understand the apprenticeship standard outcomes
Apprentices, with guidance from their employer and/or training provider, will gather this evidence during the end-point assessment period after they have passed through the gateway
Where appropriate apprentices may use evidence gathered during the on-programme period e.g. where it may not be possible to gather specific evidence in the final 3 months, or where evidence relates to a process that has been ongoing over a period of time, e.g. learning and development plans and goals.

18. Illustration by Ben Wiseman
Portfolio of Evidence
The Portfolio of evidence is a summative portfolio in which apprentices will demonstrate, with the support of appropriate work-based evidence, how they have applied and used the identified knowledge, skills and behaviours at the required standard in their everyday work practice.
Apprentices will create a series of reflective, narrative accounts, supported by relevant and appropriate work-based evidence selected from the evidence they have gathered
Use the End-Point Assessment Portfolio Template to support in structuring the Portfolio
Submitted electronically or hard copy
Supported by a declaration of authenticity
The apprentice’s portfolio of evidence must be completed, submitted and assessed before the Professional Discussion component takes place.

19. Portfolio of evidence
Example of Grading Criteria

20. Professional Discussion
Illustration by Lucy Vigrass
Professional Discussion
The Professional Discussion is a planned structured discussion between the apprentice and the independent end-point assessor. The purpose is to assess apprentices’ knowledge and understanding of specific areas of the apprenticeship standard and their ability to apply this in carrying out their role as a financial services customer adviser in their organisation.
Independent assessment of all four knowledge requirements within the Standard
The apprentice must achieve all Pass grade criteria in all four of the following knowledge areas:
Industry and Company Understanding, Products and Services, Systems and Processes, Regulatory, Legal and Compliance

21. Professional Discussion
Illustration by Lucy Vigrass
Professional Discussion
The Professional Discussion is a planned structured discussion between the apprentice and the independent end-point assessor. The purpose is to assess apprentices’ knowledge and understanding of specific areas of the apprenticeship standard and their ability to apply this in carrying out their role as a financial services customer adviser in their organisation.
The independent end-point assessor will ask apprentices a series of questions. The questions are based on the Apprenticeship standard outcomes and are targeted to elicit the evidence to meet the outcomes and related evidence requirements
For some questions, apprentices will be asked to provide practical examples of how they have applied the principles and concepts related to the apprenticeship standards in their work practice
A maximum of one-hour assessment period conducted face to face or virtually

22. Professional Discussion
Example of Grading Criteria

23. Pricing
Direct Delivery
End Point Assessment
£625.00

24. End Point Assessment Registration

25. Arranging End Point Assessment
1. Sign a letter of intent/contractual agreement
2. Registration on Edexcel Online
3. Book three months
before EPA
4. EPA readiness form
& Gateway evidence
5. IEA checks
Gateway evidence and
undertakes EPA
6. IEA calculates final grade and submits
to results

26. Questions?

27. Why work with Pearson on the new apprenticeship standards?

29. There’s so much more to learn
Find out more at
quals.pearson.com/apprenticeships
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