It is very important that the customers who rely on us are treated fairly, and equally as important that you receive the necessary training to achieve this. We all understand how customers value and trust our brand and expect us to provide excellent customer service.
This training module will equip and update you with the necessary knowledge and skills on how to promote our products and follow sales processes to achieve good customer outcomes, recognising the signs of vulnerable customers and how to help them, and also how to deal with customer complaints to meet regulatory guidelines.
The sale of Financial Services products are regulated, and this means we must make sure we are treating our customers in a consistent and fair way when introducing and selling these products. Failure to treat customers fairly could include fines or ultimately stop the sale of Financial Services products through Post Office. It also goes without saying that this would have a huge impact on our brand.
Anyone who sells Post Office Money products in branch must complete the mandatory Financial Services Compliance training. The compliance training will be live on SuccessFactors and Horizon from 8 January 2021, and must be completed and passed by 1 February 2021.
By the end of this course, you will be able to correctly identify your key responsibilities when engaging with customers, helping them to make the right decision when taking out our products.
Additionally, this training forms part of the mandatory 15 hours training for the Insurance Distribution Directive (IDD).
If you have any more questions, please leave a comment below or you can email BranchComplianceLearning@postoffice.co.uk.