A passion for customer service and a thorough understanding of financial products are essential for a career in retail banking
As a retail banker, you'll help with the financial requirements of individuals and businesses and provide advice and financial services. This can include:
- assisting in the movement of money via payment mechanisms
- authorising loans and overdraft facilities
- setting up saving accounts and bonds.
Private banking is a sub-section of retail banking, which typically covers individuals with a high net worth - often defined as those with more than £1million to invest.
As a manager of a retail bank you'll be expected to increase the sale of financial products and services, attract new customers and manage a team of staff.
Retail banking is also known as consumer banking.
Being a manager of a retail bank branch is similar to other management roles. You'll be responsible for:
- managing, recruiting, and coaching teams of people
- dealing with customer complaints that can't be solved by front-line staff
- implementing new products, services and processes devised by head office
- representing the bank within the wider community and building relevant contacts
- opening and closing the branch daily and ensuring that the premises are fit for business
- meeting sales targets and managing budgets.
Responsibilities for bankers at a more junior level may include:
- dealing with customer queries face-to-face, over the telephone or in writing
- serving customers at the counter
- understanding customer needs, recommending suitable products and making sales
- processing paperwork from sales, including change of customer details and closure of accounts
- learning about new products, services and processes.
- On a graduate management trainee programme you could earn in the region of £18,000 to £25,000, with possible joining bonuses of around £2,000 and other bonuses while training.
- After training, salaries can rise to anywhere from £21,000 to £40,000, with bonuses for your first branch management role.
- Senior managers may earn in the region of £40,000 to £60,000, with those in regional offices and specialist management roles earning above this. In a central management role, you may earn in excess of £80,000.
Many employers offer a range of benefits including private healthcare, contributory pension, share schemes and life insurance. Some also offer a 'large town allowance' for staff who need to live in expensive areas or commute for the job. This is typically £1,000 to £2,000 outside of London, and £2,000 to £3,000 within the capital.
Income figures are intended as a guide only.
You'll typically work 9am to 5pm, but if you work in a branch you may also do shifts at the weekend depending on its opening hours. Those on management teams, including graduate trainees, may be expected to work extra hours and be flexible to ensure that service levels are maintained.
If you work in phone or internet banking, you may be expected to work shift patterns to provide the 24-hour banking that customers expect.
Part-time, flexible working and career break opportunities are possible.
What to expect
- The majority of senior management positions continue to be male-dominated, but an increasing number of females are attaining these positions. Aiming to encourage the potential of women in this field is Women in Banking & Finance.
- Promotion opportunities may be greater if you're willing to relocate.
- Retail bankers often work in a branch - meeting customers face-to-face and directing operations from the offices out of the way of the public. However, banking services are increasingly offered over the phone and via the internet. You may instead work in an open-plan office or in rows of staff at a call centre. Whatever the case, bankers spend a lot of time on the phone or in meetings.
- As a manager, you may be required to attend local business and charitable functions.
- There are no opportunities for self-employment in retail banking.
- You may cover a number of branches, so you'll need to travel between them. You will also be required to attend regular area and regional meetings.
- Most towns have a number of bank branches, and phone and internet banking service centres are situated throughout the country. This means that there are opportunities all over the UK, though they are typically concentrated in major towns and cities.
- The opportunity for international travel is rare in retail banking, but some multinational banks will offer the chance to move overseas.
- If you work in a branch then you're likely to be provided with a uniform. Other roles tend to require smart business dress.
Graduate management training programmes are widely available in retail banking. They're open to all graduates - you won't need to have a finance-related degree to be considered.
Retail banks usually require you to have a 2:2 or above, while some require at least a 2:1.
Although a specific subject is not required, particularly helpful degrees include:
- business studies
If you don't have a degree you may be able to join a bank in an entry-level customer service role and work up to management level through in-house management courses, some of which are fast-track programmes.
Increasingly, banks are looking to recruit people from their competitors, or even retailers from other industries.
A pre-entry postgraduate qualification is not usually required but Masters-level students may apply for graduate-entry training programmes.
You will need to show evidence of:
- customer service focus
- sales orientation
- verbal and written communication skills
- flexibility and the ability to adapt to changes in the short and long term
- management and coaching skills
- commercial awareness and business acumen.
Pre-entry work experience in a financial or customer-led environment is desirable. This may include:
- vacation work
- sandwich placements
- internships and temporary or permanent work experience.
There are number of banks and building societies with branches on the high street. Some of the big banks include:
- Lloyds Bank
- Royal Bank of Scotland
Following the economic downturn some banks have closed, downsized, merged with others or outsourced their services, but branch management roles and graduate training schemes are still available. There are now increasing opportunities to work for online banks and supermarkets offering banking services.
Banking is also being offered by different organisations, with a particular growth in supermarket banking and services from high street shops. These include: M&S Bank, Tesco Bank and Sainsbury's Bank, although some don't offer traditional current accounts.
Some banking services are run without branches and instead offer a combination of telephone and online banking, such as First Direct.
Look for job vacancies at:
You can also check local, national and financial press as well as websites of individual banks.
As a new employee you'll usually go through an induction process to train you in the products and services that the bank offers. This training will cover customer and risk management.
Regular training is carried out to keep staff members up to date with any changes to products.
If you're on a management training scheme, it will most likely be a structured programme. This typically involves spending some time in the branch so you understand the role of the staff you're managing. It involves learning about related services such as credit cards, loans and small business banking. You'll also spend time in regional offices.
The programmes usually include taking some professional qualifications. These can be taken if you aren't on a graduate scheme but are working in banking and would like to try to progress to management level.
For a range of qualifications, including the Professional Diploma in Banking and Finance and the Diploma in Retail Banking Conduct of Business, see The London Institute of Banking & Finance.
The only organisation that can offer the designation of Chartered Banker is the Chartered Banker Institute. It also offers other qualifications, such as the Banker Certificate or Diploma in Professional Financial Advice.
It's important to keep up to date with any changes in the banking and finance industry. The British Bankers' Association (BBA) runs a range of events throughout the year. These include:
- training workshops.
If you aren't part of a graduate management scheme, with experience and professional qualifications, your career could take the route of:
- team leader
- assistant manager of a department or branch
- branch manager
- regional manager.
If you're on a graduate scheme, you'll usually go into a management role upon successful completion of the scheme.
Progression onto senior branch manager of a large branch or group of small branches is usually an option, followed by regional management where you'll support a number of regional branch managers.
It's also possible to move out of branch management and into a central office role, such as:
- project management
- product development
- risk management.
You may move banks in order to progress or you might move into other financial roles such as insurance.
Other retail areas, such as supermarket management or general management of a call centre or large store, are also open to retail bank managers.