The digital revolution has drastically altered the role of client advisers in financial institutions and has revealed the need for new skills by candidates. What are they?
The ability to provide computer support
The internet has increased the possibility for clients to carry out certain banking operations themselves. Advisers are more and more being called on to provide support to clients, such as explaining how an online platform works.
Being ready for continuing education
Client’s access to information has also lead to growing personalization of offerings. Faced with better informed clients, advisers have to fully master their products and stay up to date. Excellent legal and tax knowledge are required as well as the willingness for regular training. Some banks, such as National Bank, require their financial advisers to follow the Investment Funds in Canada (IFC) course.
Good communication skills
Today, client management is done through several channels: face-to-face, by phone, by email, by videoconferencing and, of course, through digital applications. “Multichannel” management requires knowing how to use computer tools effectively, often with a very short reaction time, but also to properly control the remote conversation, to convey safety rules clearly, for example.
Adaptability
What does not change is that advisers always manage their clients’ money, a sensitive subject for which trust and confidentiality are essential. Digital revolution or not, many clients remain attached to the quality of the relationship with their adviser. Hence the importance of knowing how to put people at ease while demonstrating diligence. Since the clientele is very varied, both in age and in lifestyle and assets, a great capacity for adaptation is necessary.