Does a customer service representative in a financial services firm require to be PS146 (RG146) compliant?
Call centre or front desk staff (customer service representatives) who deal with initial queries from customers may provide financial product advice to customers in the course of their work. Customer service representatives do not need to meet the training standards where the only financial product advice they provide is either: (a) derived from a script approved by a person who meets the training standards; or (b) made under the direct supervision of a person who meets the training standards (see [PS 146.15B]). We however encourage customer service representative to undertake our PS146 (RG146) training as it will provides the general and specialist knowledge they require to successfully perform in their role. To obtain the necessary competencies to perform their functions including a thorough understanding of the limits of the advice they are allowed to give, customer service representative should consider to undertake our PS146 (RG146) training in Generic Knowledge (general advice) a
