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A Provider of AIB Products AIB Customer Service Representative Certificate |
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Overview: Customer Service Representatives (CSRs) conduct basic banking transactions and cross-sell bank products/services. Successful CSRs respond to basic customer inquiries in a knowledgeable and courteous manner, and resolve customer problems when they arise. to respond effectively to customer needs, CSRs must have a thorough understanding of retail products and services, as well as pertinent bank policies and procedures. The AIB Customer Service Representative Certificate currucilum builds skills used by frontline banking personnel (such as tellers, customer service and safe deposit clerk) who are primarily responsible for handling routine banking transactions. Required Courses: You must complete the following courses.  Banking Today * Building and Retaining Customer Relationships Cross-selling Deposit Products Dealing Effectively with Co-workers Effective Referrals Ethical Issues for Bankers Introduction to Relationship Selling Regulatory Compliance for Customer Service Representatives Revitalizing Customer Service Telephone Etiquette Understanding Bank ProductsNOTES: • This certificate may also be earned if you have taken the AIB instructor-led online courses AIB Customer Service Representative Certificate (no longer offered) plus AIB Banking Today. This scenario will end on December 31, 2007. • * or equivalent experience • Please note that for all students who began work on any AIB Diploma or Certificate on or after September 1, 2004, the new requirements will be enforced. However, to ease this transition, we will allow until December 31, 2007, for all students currently pursuing any diploma or certificate to complete that program under the guidelines that were in place when they began. Certified Bank Teller worksheetOnline Certificate Curriculum Option This AIB Certificate can also be taken entirely online as a self-paced certificate curriculum. The AIB Customer Service Representative Certificate addresses the knowledge and skills necessary to achieve superior performance in this important position within the bank. Customer Service Representatives (CSRs) conduct basic banking transactions and cross-sell bank products and services. Successful CSRs respond to customer needs with a thorough understanding of retail products and services and resolve customer problems with knowledge of pertinent bank policies and procedures. In addition to courses that address sales and customer service, the curriculum also emphasizes regulatory compliance, business ethics and banking fundamentals. Basic selling and cross-selling skills are covered as well. All 10 courses, as well as those in Regulatory Compliance for Customer Service Representatives, must be successfully completed in order to earn the AIB Customer Service Representative Certificate. Cost: Members $595 • NonMembers $795 License Option: Courses are also available at discounted prices under an annual license. Learn More Course Credits: AIB: 4.25 ; ICB: 0 Prerequisites: None Required Software: None Optional Software: Adobe Acrobat Reader and RealPlayer PBA Contact: Jackie Catalano (717) 255-6939 jCatalano@paBanker.com |
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