Universal Banker Certificate Program

Retail branch banking has undergone a dramatic transformation in recent years. Branch traffic is down and electronic transactions are up. Complex technologies are becoming the norm in the workplace and regulatory requirements are changing.

Frontline employees need to meet the challenges presented by these changes and continue to provide the exceptional service customers have come to expect from their local branches. The Universal Banker role has emerged as a solution to these seismic shifts in retail branch banking. This Universal Banker Certificate Program online comprehensive training certificate course arms current and prospective frontline staff with the tools and skills they need to be Universal Bankers and meet the needs of all bank customers in the US.

Course Learning Objectives

By taking this online Universal Banker Certificate Program course, the user will learn to:

• Develop the skills required to meet the needs of all bank customers
• Ensure all customer encounters and follow through meet regulatory standards
• Use teamwork to meet customer needs
• Understand contemporary issues in bank frontline customer service

Course Outline

This online Universal Banker Certificate Program course is made up of the following sections:

1. Becoming a Universal Banker
2. Developing Strong Customer Relationships
3. Introduction to Consumer Lending
4. Deposits 101
5. High Performance Teams
6. Meeting Customer Needs With Teamwork
7. Ethics for Bankers
8. Fair Lending (FHA, CRA, Reg. B, HMDA)
9. We Have What They Need
10. Presentations That Work
11. Exceeding Customer Expectations
12. Credit Cards and Debit Cards
13. New Accounts: Regulatory Requirements
14. New Accounts: Product Knowledge and Cross Selling
15. Elder Financial Abuse
16. The Bank Secrecy Act for Frontline Staff
17. Universal Banker Certificate Program Exam

Course Audience

This Universal Banker Certificate Program online training course was designed for frontline bank employees in the US.