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Financial Customer Service Representative

Financial customer service representatives promote their financial institution’s products and services, open and close accounts, accept payments, exchange foreign currencies, keep records of transactions, and receive and pay out money.

Also Known As

Bank Teller, Banker, Customer Service Representative, Information Clerk, Personal Financial Services Specialist, Teller

NOC Codes

In Canada, the federal government groups and organizes occupations based on a National Occupational Classification (NOC) system. This alis occupation may not reflect the entire NOC group it is part of. Data for the NOC group can apply across multiple occupations.

The NOC system is updated every 5 years to reflect changes in the labour market. Government forms and labour market data may group and refer to an occupation differently, depending on the system used. Here is how this occupation has been classified over time:

  • 2006 NOC: Customer Service Representatives - Financial Services (1433) 
  • 2006 NOC-S: Customer Service Representatives Financial Services (B533) 
  • 2011 NOC: Customer services representatives - financial institutions (6551) 
  • 2016 NOC: Customer services representatives - financial institutions (6551) 
  • 2021 NOC: Customer services representatives - financial institutions (64400) 
Interests & Abilities

In Alberta, this occupation is part of 1 or more 2006 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.

Customer Service Representatives - Financial Services

2006 NOC: 1433

Interest Codes

Interest Codes for This NOC Group
METHODICAL

Interest in compiling information to prepare customer statements and other correspondence for mailing; and in sorting and filing deposit slips and cheques

SOCIAL

Interest in speaking with customers to answer enquiries and to sell travellers' cheques, foreign currency and money orders

objective

Interest in operating computer programs, calculators and adding machines to balance daily transactions

Your Interest Codes

To identify or change your interest codes, complete the Interests Exercise in CAREERinsite.

Reading Interest Codes
A Quick Guide

The interest code helps you figure out if you’d like to work in a particular occupation. 

It’s based on the Canadian Work Preference Inventory (CWPI), which measures 5 occupational interests: Directive, Innovative, Methodical, Objective, and Social.

Each set of 3 interest codes for this NOC group is listed in order of importance.

A code in capital letters means it’s a strong fit for the occupation.

A code in all lowercase letters means the fit is weaker.

Learn About Interests

Abilities

Typical ability expectations for this NOC group
Your abilities

To fill in or change the values for your abilities, complete the Abilities Exercise in CAREERinsite.

Mental Abilities

General Learning Ability

Verbal Ability

Numerical Ability

Visual Abilities

Spatial Perception

Form Perception

Clerical Perception

Physical Abilities

Motor Coordination

Finger Dexterity

Manual Dexterity

Understanding Abilities

A Quick Guide

You are born with abilities that help you process certain types of information and turn it into action. These abilities influence which skills you can learn more easily.

The abilities or aptitudes shown for this NOC group come from the General Aptitude Test Battery (GATB). The GATB measures 9 aptitudes. It groups them into 3 categories: mental, visual, and physical.

The abilities scores range from 1 to 5, with 5 being stronger.

Learn About Abilities

Duties
Updated Apr 11, 2022

Duties vary from one employer to another but, in general, financial customer service representatives (or tellers):

  • Handle transactions for current accounts such as savings accounts and personal chequing accounts
  • Sell foreign currency, traveller’s cheques, money orders, and drafts
  • Use machines to count the daily supply of cash
  • Promote the institution’s products and services at every chance
  • Guard against loss such as from fraud or impersonation
  • Handle and verify cash and currencies
  • Balance daily client transactions

They also may:

  • Process automated teller transactions, night deposits, mail deposits, term deposits, or retirement savings plan contributions
  • Sell various financial products
  • Refer customers interested in other financial products, such as investments and loans, to financial service representatives

When customers deposit or withdraw money, tellers enter transaction information on computer terminals. These automatically confirm the transactions and enter the information in the customer’s account record. Tellers must make sure cheques are valid before processing transactions.

At the end of each working day, tellers balance cash holdings to check for errors. When debits and credits do not balance, they search through the day’s transactions to find their mistakes.

Working Conditions
Updated Apr 11, 2022
  • Strength Required Lift up to 5 kg

The hours of financial customer service representatives vary from limited part time to full time. Most work part time. In some positions, they may need to work evenings or weekends.

They may be on their feet for most of the working day. Some banks now provide chairs with teller stands. Some provide desks so tellers can sit with customers. The work can be stressful during busy periods.

Traits & Skills
Updated Apr 11, 2022

Financial customer service reps need:

  • Empathy, to be sensitive to customers’ feelings and attitudes
  • Flexibility and creativity to work in different situations and adapt to new ways of doing things
  • Communication skills
  • The ability to perceive and respond to customer needs
  • The ability to serve customers accurately, efficiently, and courteously even when a long line of people is waiting
  • The ability to keep customer information confidential
  • The ability to work effectively in a team environment

They should enjoy having clear rules and organized methods to guide their activities, such as working with the public, and operating computers and other business machines.

In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.

Top 10 Skills Employers Are Looking For

Customer services representatives - financial institutions

2016 NOC: 6551

This chart shows which job skills are currently in highest demand for this occupational group. It was created using this occupation's 32 most recent Alberta job postings, collected between Oct 27, 2021 and Nov 18, 2022.

Review these skills to learn:

  • Whether or not this occupation matches your skill set
  • What training you may need to get these skills
  • What skills to highlight in your resumé, cover letter, and interview.
Personal Suitability: Team player
Personal Suitability: Excellent oral communication
Personal Suitability: Organized
Health benefits: Health care plan
Health benefits: Dental plan
Business Equipment and Computer Applications: MS Excel
Business Equipment and Computer Applications: MS Word
Personal Suitability: Effective interpersonal skills
Personal Suitability: Client focus
Long term benefits: Registered retirement savings plan (RRSP)
Educational Requirements
Updated Apr 11, 2022
  • Minimum Education Varies

Employers generally prefer to hire applicants who have related post-secondary education. They also prefer candidates to have experience in banking, retail, or other jobs with a lot of customer contact. During the 3- to 6-month on-the-job training period, trainees must meet specific standards of performance to become permanent employees.


Related Education

The following schools offer programs or courses that are related to this occupation but are not required to enter the field.

To expand or narrow your search for programs related to this occupation, visit Post-Secondary Programs.

Completing a program does not guarantee entrance into an occupation. Before enrolling in an education program, prospective students should look into various sources for education options and employment possibilities. For example, contact associations and employers in this field.

Certification Requirements
Updated Apr 11, 2022
  • Certification Not Regulated

There is currently no provincial legislation regulating this occupation in Alberta.

Employment & Advancement
Updated Apr 11, 2022

Financial customer service representatives work for financial institutions such as chartered banks, credit unions, and trust companies. They also work for companies that provide money transfer and cheque cashing services.

With experience, they often move into other sales positions or departments. Many banks provide funds to help their employees further their education on a part-time basis. Some provide in-house training programs. Others allow employees to transfer from one branch to another to broaden their background knowledge and advance to more senior positions.

Industry Concentration

This section shows the industries where the majority of people in this occupation work. The data is based on the 2016 Census.

In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups.

In the 6551: Customer services representatives - financial institutions occupational group, 93.8% of people work in:

Employment Outlook

Employment outlook is influenced by a wide variety of factors including:

  • Time of year (for seasonal jobs)
  • Location in Alberta
  • Employment turnover (when people leave existing positions)
  • Occupational growth (when new positions are created)
  • Size of the occupation
  • Trends and events that affect overall employment, especially in the industry or industries from the previous list

In Alberta, the 6551: Customer services representatives - financial institutions occupational group is expected to have a below-average annual growth of 1.3% from 2019 to 2023. In addition to job openings created by employment turnover, 98 new positions are forecasted to be created within this occupational group each year.

Note
NOC groups often include several related occupations. Although there is labour market data for the larger NOC group, this occupation makes up only a part of that group. It means data for this occupation may be different than the data shown. For example, only some of the new positions to be created will be for this occupation. It also applies to other data for the NOC group such as number of people employed.

Source: 2019-2023 Alberta Regional Occupational Demand Outlook

Employment turnover is expected to increase as members of the baby boom generation retire over the next few years.

Wage & Salary
Updated Apr 11, 2022

In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.

Customer services representatives - financial institutions

2016 NOC: 6551
Average Wage
$23.03
Per Hour
Average Salary
$45,853.00
Per Year
Average Hours
38.4
Per Week
Average Months on Payroll
12
Survey Methodology Survey Analysis

Source
2021 Alberta Wage and Salary Survey

NOC 6551 Wage Profile

Unless otherwise noted, the data shown here is for all industries and all regions in Alberta.

All wage estimates are hourly except where otherwise indicated. Wages and salaries do not include overtime hours, tips, benefits, profit shares, bonuses (unrelated to production), and other forms of compensation.

To see the full survey data for this NOC group, visit the wage profile.

Other wage sources
To make an informed wage and salary decision, research other wage sources [pdf] to supplement this data.

B: Good Reliability
Data Reliability Code Definition

Good Reliability, represents a CV of between 6.01% and 15.00% and/or fewer than 30 survey observations and/or if survey observations represent less than 50% of all estimated employment for the occupation.


Hourly Wage

For full-time and part-time employees
  • Low
  • High
  • Average
  • Median
Starting
Overall
Top

Hourly Wage

For full-time and part-time employees
Wages* Low (5th percentile) High (95th percentile) Average Median
Starting $17.00 $27.18 $19.95 $19.23
Overall $17.50 $44.23 $23.03 $21.52
Top $18.00 $75.77 $29.06 $22.50

Swipe left and right to view all data. Scroll left and right to view all data.

* All wage estimates are hourly except where otherwise indicated. Wages and salaries do not include overtime hours, tips, benefits, profit shares, bonuses (unrelated to production) and other forms of compensation.

Pay brackets for hourly wages

  • Starting pay: average pay offered for entry-level positions
  • Overall pay: average pay across all employees in this occupation
  • Top pay: average pay offered to top-paid employees

Industry Information

ALL INDUSTRIES
Finance, Insurance, Real Estate, Leasing

Skills Shortage

Employers that Recruited in the Last 2 Years
60%
60%)
Recruiting Employers that Experienced Hiring Difficulties
23%
23%
Employers with Unfilled Vacancies of over 4 Months
10%
10%
Vacancy Rate
3%
Related Post-Secondary Field of Study
  • Business, Management and Administrative Studies
  • Clerical and Administrative Support
  • Personal and Food Services

Updated Mar 31, 2022. The information contained in this profile is current as of the dates shown. Salary, employment outlook, and educational program information may change without notice. It is advised that you confirm this information before making any career decisions.

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