customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Investment clerks assist with the administration of investments such as stocks, bonds or other securities and perform general clerical duties in the investment sector of a financial company.
Competences and skills
32 ESCO relationsEssential knowledge 4 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceCross-sector
3 competencesbanking activities
The broad and continuously growing banking activities and financial products managed by banks ranging from personal banking, corporate banking, investment banking, private banking, up to insurance, foreign exchange trading, commodity trading, trading in equities, futures and options trading.
electronic communication
Data communication performed through digital means such as computers, telephone or e-mail.
digital
office software
The characteristics and functioning of software programs for office tasks such as word processing, spreadsheets, presentation, email and database.
digital
Essential skills and competences 15 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competenceshandle mail
Handle mail considering data protection issues, health and safety requirements, and specifications of different kinds of mail.
offer financial services
Provide a broad range of financial services to clients such as assistance with financial products, financial planning, insurances, money and investment management.
Cross-sector
13 competencesdisseminate messages to people
Receive, process, and pass messages to people coming from phone calls, faxes, postal, and emails.
follow written instructions
Follow written directions in order to perform a task or carry out a step-by-step procedure.
handle financial transactions
Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.
handle paperwork
Handle work-related paperwork ensuring that all relevant requirements are met.
maintain records of financial transactions
Collate all the financial transactions done in the daily operations of a business and record them in their respective accounts.
organise business documents
Put together documents coming from the photocopier, the mail, or the daily operations of businesses.
perform clerical duties
Perform administrative tasks such as filing, typing up reports and maintaining mail correspondence.
perform office routine activities
Program, prepare, and perform activities required to be performed everyday in offices such as mailing, receiving supplies, updating managers and employees, and keeping operations running smoothly.
present reports
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
provide financial product information
Give the customer or client information about financial products, the financial market, insurances, loans or other types of financial data.
use different communication channels
Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.
use office systems
Make appropriate and timely use of office systems used in business facilities depending on the aim, whether for the collection of messages, client information storage, or agenda scheduling. It includes administration of systems such as customer relationship management, vendor management, storage, and voicemail systems.
write work-related reports
Compose work-related reports that support effective relationship management and a high standard of documentation and record keeping. Write and present results and conclusions in a clear and intelligible way so they are comprehensible to a non-expert audience.
Optional knowledge 5 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
5 competencesaccounting techniques
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
economics
Economic principles and practices, financial and commodity markets, banking and the analysis of financial data.
financial markets
The financial infrastructure which permits trading securities offered by companies and individuals govern by regulatory financial frameworks.
financial products
The different types of instruments that apply to the management of cash flow that are available on the market, such as shares, bonds, options or funds.
securities
The financial instruments traded in financial markets representing both the right of property over the owner and at the same time, the obligation of payment over the issuer. The aim of securities which is raising capital and hedging risk in financial markets.
Optional skills and competences 8 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
0 competencesNo competences in this bucket.
Cross-sector
8 competencescommunicate with banking professionals
Communicate with professionals in the field of banking in order to obtain information on a specific financial case or project for personal or business purposes, or on behalf of a client.
communicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
deliver correspondence
Distribute mail correspondence, newspapers, packages and private messages to customers.
digitise documents
Load analog documents by converting them into a digital format, using specialised hardware and software.
digital
ensure proper document management
Guarantee that the tracking and recording standards and rules for document management are followed, such as ensuring that changes are identified, that documents remain readable and that obsoleted documents are not used.
obtain financial information
Gather information on securities, market conditions, governmental regulations and the financial situation, goals and needs of clients or companies.
organise facilities for office personnel
Manage the booking schedule for conferences and meetings of internal or external nature. Shop around and book reservations for travelling or hosting for office personnel.
trace financial transactions
Observe, track and analyse financial transactions made in companies or in banks. Determine the validity of the transaction and check for suspicious or high-risk transactions in order to avoid mismanagement.