Financial services administrator / Skills England

Key information

Reference: OCC0177
Date updated: 19/08/2025
Level: 3
Route: Legal, finance and accounting
Regulated occupation: No

This is not the latest approved version of this apprenticeship. View the latest version

Details of the occupational standard

T-Levels logo T Levels focus on vocational skills and can help students into skilled employment, higher study or apprenticeships. Each T Level includes an in-depth industry placement that lasts at least 45 days. Students get valuable experience in the workplace; employers get early sight of the new talent in their industry.

Occupation summary

This occupation is found in a range of financial services organisations, including banks, insurance companies, investment firms, and mortgage and financial advisory practices. Financial services administrators work in organisations of varying sizes, from large multinational companies to small and medium-sized firms. They provide essential support to ensure the smooth operation of financial services businesses, working in roles that require attention to detail, customer service skills, and an understanding of financial products and services.

The broad purpose of this occupation is to provide administrative support within financial services organisations, ensuring client information is accurately processed and maintained, transactions are completed efficiently, and customer queries are handled professionally. Responsibilities include processing and generating reports, managing client records, supporting compliance and risk management activities, and assisting with the preparation of client communications. Financial services administrators are also integral in ensuring that all processes adhere to relevant regulatory requirements, maintaining thorough documentation to support compliance practices and demonstrating an understanding of the legal and regulatory frameworks governing the industry.

In their daily work, a financial services administrator interacts with a wide range of stakeholders, including internal and external clients, financial advisers, mortgage advisers, insurance professionals (such as underwriters and loss adjusters), compliance teams, and product providers. They may work within specialised teams or across departments, depending on the organisation's size and structure. Their role requires them to communicate effectively with internal and external customers, other financial service organisations, service providers, and third parties. They may be customer-facing, managing enquiries, processing requests, and coordinating documentation to facilitate financial transactions, applications, and services.

An employee in this occupation is responsible for ensuring that their work complies with the Financial Conduct Authority (FCA) or the Prudential Regulation Authority (PRA) regulatory requirements and for providing high-quality service to clients and colleagues. They report directly to a line manager but are expected to work with minimal supervision, managing their workload with a high level of accuracy while adhering to confidentiality and ethical standards. They must be able to work independently and within teams, handle pressure well, and have a proactive approach to problem-solving and continuous improvement. They also utilise various technology and software systems, ensuring the accuracy and timeliness of data, managing transactions, and supporting communication efforts. This may include using emerging digital tools such as generative AI and robotic process automation (RPA).

Typical job titles include:

Client services administrator Financial planning administrator Financial services administrator Insurance administrator Investment operations administrator Mortgage administrator

Occupation duties

Duty	KSBs
Duty 1 Use financial knowledge and administrative expertise to support their team and stakeholders with day-to-day financial administrative tasks. Provide administration support to financial services professionals.	K1 K2 K3 K4 K5 K6 K8 K11 K12 K14 K17 S1 S2 S3 S4 S5 S6 S7 S8 S9 S10 S11 S14 B1 B2 B3 B4 B5 B6
Duty 2 Contribute to the delivery of their team’s goals and strategy, meeting FCA and or PRA guidelines and internal policies, within agreed service levels.	K1 K2 K3 K4 K5 K11 K14 K15 K16 K17 S1 S2 S3 S6 S11 S12 S13 S14 B1 B2 B3 B4 B6
Duty 3 Gather, process, analyse, and report on financial services data as relevant to role.	K9 K10 K11 K12 K13 K15 S3 S6 S7 S9 S10 S11 S12 B1 B2 B3
Duty 4 Be a point of contact for financial services professionals and or other stakeholders and engage with them to resolve issues within the remit of own role using appropriate communications methods, for example emails, phone, online and face-to-face meetings.	K1 K2 K3 K4 K5 K7 K8 K10 K11 K12 K14 K15 K18 S1 S2 S3 S4 S6 S7 S8 S9 S10 S12 S15 B1 B2 B3 B4 B5
Duty 5 Liaise with stakeholders regarding financial queries and respond to client enquiries promptly, coordinating with the team and other relevant stakeholders.	K1 K2 K3 K4 K5 K6 K7 K8 K10 K11 K12 K14 K18 S1 S2 S3 S4 S6 S7 S8 S9 S11 S15 B1 B2 B3 B4 B5
Duty 6 Support and process new business applications and prepare data for colleagues.	K1 K2 K4 K5 K6 K9 K10 K11 K12 K13 K14 S1 S2 S3 S4 S6 S7 S8 S9 S11 S12 B1 B2 B3 B4
Duty 7 Identify, assess, and manage potential risks or problems, for example, financial fraud, reputational risks, errors, and oversight, and ensure alignment with company guidelines, escalating issues where necessary.	K1 K2 K7 K8 K10 K11 K12 K15 S1 S4 S5 S8 S11 S12 B1 B2 B3 B4 B5
Duty 8 Use relevant software packages and technology to provide internal and external client support.	K4 K5 K6 K9 K10 K12 K13 K14 S2 S3 S6 S7 S9 S10 S11 S12 B1 B2
Duty 9 Maintain financial records, ensuring they are complete, accurate, well archived, and safeguarded in compliance with organisational processes and regulations.	K1 K2 K3 K4 K5 K8 K9 K10 K12 S1 S2 S3 S4 S6 S7 S9 S11 S12 B1 B2
Duty 10 Ensure tasks are completed in compliance with all relevant financial regulations, legislation, and company policies.	K1 K2 K4 K5 K8 K10 K14 K16 K18 S1 S2 S4 S5 S6 S7 S9 S13 S15 B1 B2 B4 B5

KSBs

Knowledge

K1: The ethics and key principles of the financial services regulatory and legal frameworks, and key principles of the advice process, relative to their role. For example, the Financial Conduct Authority (FCA) handbook, Prudential Regulation Authority (PRA) rulebook, and the implications of non-compliance. Back to Duty

K2: Professional standards and best practice in financial services, and how these are applied through organisational policies and procedures in line with internal policy, the financial services environment, and FCA or PRA guidelines as appropriate. Back to Duty

K3: The financial services market, including the role of their organisation, relevant financial services professionals, and product providers, and how they support stakeholders. Back to Duty

K4: Approaches to delivering excellent customer service and fair customer outcomes, including Treating Customers Fairly (TCF) principles and Know Your Customer (KYC), and identifying vulnerable stakeholders and how to make reasonable adjustments. Back to Duty

K5: Systems and processes within their team, how these support the delivery of their team’s goals and strategy, and how they interact with the wider organisation and financial services industry stakeholders, including the importance of adhering to service level agreements. Back to Duty

K6: The products and services offered to customers by their organisation, and the products of their competitors, relative to the role, including their features and benefits. Back to Duty

K7: Policies and procedures for the identification and escalation of issues relative to role. Back to Duty

K8: How to identify, mitigate, and escalate risks that could lead to issues such as financial fraud, reputational damage, financial loss, and customer dissatisfaction. Back to Duty

K9: General software packages and specialised financial service platforms relevant to their role, including emerging digital tools in the wider industry, for example, generative artificial intelligence (AI), robotic process automation (RPA), big data tools, data analysis tools, and telematics, and their impact on their role, products and services, and key stakeholders. Back to Duty

K10: Data protection legislation and the processes for sharing and storing information safely and securely, including the risks to data from cybercrime. Back to Duty

K11: Techniques to develop and maintain collaborative and positive stakeholder relationships. Back to Duty

K12: Communication techniques and methods, including verbal, non-verbal, and written, and the importance of adapting communication style to facilitate understanding of technical and non-technical information for different stakeholders. Back to Duty

K13: Approaches to researching, analysing, and presenting information and data relevant to their role and audience, using available tools and techniques. Back to Duty

K14: Approaches for planning, organising, and effectively managing time and resources, and the importance of meeting key performance indicator targets (KPIs). Back to Duty

K15: Continuous improvement techniques, and the impact of continuous improvement on delivering financial services. Back to Duty

K16: Green and sustainable policies and practices in the finance sector, and how to minimise negative environmental impacts within their role. Back to Duty

K17: Principles of continuing professional development (CPD) within their role and specialised sector, for example, financial services, mortgage advice, investment operations, or insurance, and the impact of learning on their own role. Back to Duty

K18: Organisational equity, diversity, and inclusion policies. Back to Duty

Skills

S1: Apply professional standards and best practice to support positive outcomes for stakeholders, in accordance with legal, regulatory, and ethical rules and principles. Back to Duty

S2: Deliver customer service to internal and or external stakeholders that meets their requirements, considering service level agreements, and ethical and financial regulations, such as Treating Customers Fairly (TCF) principles, Know Your Customer (KYC), and identifying and supporting vulnerable customers. Back to Duty

S3: Collaborate with and support financial services teams with planned and ad-hoc tasks or projects. Back to Duty

S4: Identify potential risks and align tasks with company guidelines to effectively mitigate risks, escalating where appropriate. Back to Duty

S5: Escalate issues where appropriate in line with organisational policies, procedures, and legal and regulatory requirements. Back to Duty

S6: Use digital systems and processes to meet business and customer needs, considering financial services regulatory and governance requirements. Back to Duty

S7: Handle data safely and securely and share information in compliance with data protection legislation and organisational policy. Back to Duty

S8: Develop and maintain collaborative and positive relationships with key stakeholders, ensuring a clear understanding of their individual expectations and needs. Back to Duty

S9: Select and use appropriate communication methods for the audience and circumstances, and convey technical and non-technical information to stakeholders, adapting as needed and in compliance with relevant policies, guidelines, and legislation. Back to Duty

S10: Use available tools and technique to research, collate, analyse, and present data relevant to their role and audience. Back to Duty

S11: Plan, organise and prioritise own tasks, managing time and resources effectively. Back to Duty

S12: Identify opportunities for continuous improvement and recommend solutions to improve processes. Back to Duty

S13: Apply current and developing sustainable principles and techniques relative to role. Back to Duty

S14: Participate in training and development activities related to their role, and stay up to date with relevant legal, regulatory, and other changes affecting the industry. Back to Duty

S15: Work in line with organisational equity, diversity, and inclusion policies. Back to Duty

Behaviours

B1: Acts professionally, ethically, and with integrity. Back to Duty

B2: Maintains confidentiality and acts with due care and diligence. Back to Duty

B3: Works collaboratively with others across the organisation and stakeholders. Back to Duty

B4: Works flexibly and adapts to changing circumstances, including overcoming challenges and responding to setbacks. Back to Duty

B5: Supports an inclusive culture and treats colleagues and stakeholders fairly and with respect. Back to Duty

B6: Reflects on own practice and seeks learning opportunities for continuing professional development (CPD) in line with industry and organisational requirements. Back to Duty

T Level in finance

Awarding organisation: Pearson

Qualification type: T Level Qualification level: 3 Qualification approved: 16/09/2021

T Level in finance

Occupational specialism: Retail and commercial banking analyst

Qualification type: T Level

Qualification level: 3

Awarding organisation: Pearson

Approval date: 16/09/2021

Available from: 01/09/2022

Aligned occupational standards

Senior credit controller and debt collection specialist - Senior credit controller or debt collection specialist OCC0175A

Senior credit controller and debt collection specialist - Credit risk analyst OCC0175B

Senior credit controller and debt collection specialist - Senior enforcement specialist OCC0175C

Financial services administrator OCC0177

Mortgage adviser OCC0182

Senior financial services customer adviser - Team leadership OCC0185A

Alternative specialisms for this T Level

Financial compliance/risk analyst
This pathway is aligned to:
Compliance and risk officer OCC0362
Insurance practitioner
This pathway is aligned to:
Insurance practitioner - Assistant Underwriter OCC0240A

Insurance practitioner - Claims Handler/Loss Adjuster OCC0240B

Insurance practitioner - Junior Broker OCC0240C
Investment banking and asset and wealth management analyst
This pathway is aligned to:
Investment operations technician OCC0181
Pensions administrator OCC0187

Outline Content - Finance

Mandatory additional requirements - TBC

Visit Pearson for the current TQ information.

TQ occupational specialism

Retail and commercial banking analyst

Find your nearest T Level provider

Provider information - T Levels information for educators

Industry placements - T Levels for employers and how to get involved

Overview

A T Level is split into three main sections:

technical qualification (TQ) is the main, classroom-based element. Students will learn about their chosen sectors through a curriculum designed by employers and developed by an awarding organisation (AO)
industry placement runs for a minimum of 315 hours (45 days) overall and will give students practical insights into their sector and an opportunity to embed the knowledge and skills learned in the classroom
English, maths and digital provision are also built into the classroom-based element of the T Level, meaning students will be given a solid foundation of transferable skills

Grading

The overall grade is subject to completion of all T Level requirements – not just the components of the technical qualification (TQ).

T Level grades combine students’ grades for the technical qualification core and occupational specialisms. For example: to be awarded a Distinction*, you must achieve an A* in the core and a Distinction in the occupational specialism(s).

As well as passing the relevant technical qualification, the following elements are required to achieve an overall T Level grade:

industry placement: This will be arranged and verified by the provider offering the T Level. For more guidance on next steps for provider visit GOV.UK
students are required to work towards improving attainment in maths and English if they have not already achieved grade 4 at GCSE or equivalent. Where students have attained, or attain during the course of the T Level, maths and or English qualifications at level 2, this will be referenced on any T Level certificates and/or statements of achievement

Students who do not pass all elements of their T Level will get a T Level statement of achievement which will show the elements they have completed.

Technical education progression profile Find your nearest T Level provider

End-point assessment (EPA plan)

Rigorous robust and independent assessment undertaken by an apprentice at the end of training to test that the apprentice can perform in the occupation they have been trained in and can demonstrate the duties, and knowledge, skills and behaviours (KSBs) set out in the occupational standard

End-point assessment organisation (EPAO)

An organisation approved to deliver end-point assessment for a particular apprenticeship standard. EPAOs must be on the register of end-point assessment organisations

Holistic or synoptic

Assessment of an apprentice’s knowledge, skills and behaviours in an integrated way i.e. assessing several KSBs at the same time

Knowledge, skills and behaviours (KSB)

What is needed to competently undertake the duties required for an occupational standard

Valid

Referred to in relation to assessment methods; fit for purpose

Change request policy

Most changes to an apprenticeship are made as a result of a holistic review of it. We prioritise the need for such reviews based on a range of factors. These include:

the time since the apprenticeship was developed or last reviewed (taking account of its typical duration)
the existence of any known problems with it (e.g. lower than expected starts, low achievement rate, high withdrawal rate, any issues with the availability of training or end-point assessment provision)
whether the apprenticeship is currently subject to a dispensation
the relative significance of the apprenticeship based on how many users it has

The availability of an employer group to support a review and its potential impact on any related technical education product also inform the timing of a review.

Details of apprenticeships that are currently being revised or adjusted are available in our revisions and adjustments status report.

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Financial services administrator

Key information

Details of the occupational standard

Occupation summary

Typical job titles include:

Occupation duties

KSBs

Knowledge

Skills

Behaviours

T Level in finance

T Level in finance

Aligned occupational standards

Alternative specialisms for this T Level

TQ occupational specialism

Overview

Grading

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