CFTEA

Your Role As A New Banker

YOUR ROLE AS A NEW BANKER (FKA Teller Customer Relations) – Course Code C1127L

Are you a new banker who needs to develop the skills to be successful with customers and co-workers? Or an experienced banker interested in improving your customer relations skills and professional skills for success? If that’s the type of course you’re looking for, this is the one for you. You will find this course well worth your time and thoroughly enjoyable!

COURSE DESCRIPTION
All bank employees represent their bank, whether on the front line or in the back office. Some employees are in the position to be the first person a customer sees – the face of the bank. Other employees deal with customers on the phone or email. All customer contact is critical to a bank’s success with its customers. Your Role as a New Banker is one of the requirements of CFTEA’s Certified Banker Program. This course covers several points to becoming a successful and valued employee of your bank.

SECTION ONE – PROFESSIONALISM
➢ First Impressions are Important!
➢ Attitude
➢ Appearance
➢ Behavior
➢ Teamwork
➢ Organizational Skills
SECTION TWO – COMMUNICATION
➢ Speaking to be Understood
➢ Listening to Succeed
➢ Behaviors that Avoid Conflict
SECTION THREE – QUALITY CUSTOMER SERVICE
➢ What is Quality Customer Service?
➢ Positive Customer Responsiveness
➢ Satisfying the Difficult Customer
SECTION FOUR – PROTECT YOUR CUSTOMERS AND YOUR BANK
➢ Building Security
➢ Data Security
➢ Fraud and Scams
SECTION FIVE – PROMOTE YOUR BANK’S PRODUCTS
➢ The Role of the Banker in Product Promotion
➢ Know Your Bank’s Products

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