Certificate in Customer Management in Retail Banking
Retail banking is consistently the most profitable sector of banking, as it serves wide range of individuals and small and medium businesses. It helps customers to keep their money safe, make payments, keep track of what we spend and receive, pay interest on savings, lend customers money, and help them maintain or grow their savings. Our retail banking courses are designed around customer-centric principles.
Who is it for?
The Customer Management in Retail Banking certificate programme is designed for Heads of Sales, Customer Experience executives, and Marketing executives. In our programmes, we put management and service of customers before the management of products and services.
What’s in the programme?
The programme contains four modules, including our overview of modern retail banking, the development and operation of customer-centred customer management and the business of recovery and collections.
Introduction to Modern Retail Banking
Banks and accumulation of wealth
The first retail banks
Retail banking through economic cycles
Business on the internet
Digitalisation and digital banking
Fintech case studies
Banking and data regulation
Banking and payments
Developing Customer Management Capabilities
Customer Management Core Capabilities
Key Roles in a Customer-Centric Bank
Manage the Relationship between the Bank, its People, and its Customers
Get, Grow, and Keep Valuable Customers
Have a Deep Understanding of Customer Needs, Behaviour, and Value
Prospects and Customers
Customer Dreams, Problems to be Solved, and Jobs to be Done
Using Technology to Gain a Deep Understanding of Customers
Engaging Specific Customers or Segments
Optimising Customer Satisfaction
Customer-Centric Customer Management
Operating in a Customer Centric Way
Turning Customer Data into an Asset
Customer Analytics Tools and Software
Customer Journey Analytics and Mapping
Customer Lifetime Value and Relationship Management
How to Implement or Remediate a CRM System
Creating a Single View of the Customer – Where to start?
Measuring and Improving Performance
Recovery and Collections
Defining Collection and Recoveries
Policy and Insight
The Collection Ruler, Technology and Tools
Collections Data and Analytics
A Collections Database Speeds the Process
The Importance of Collections Messages
Collections and Tone of Voice
Is there a qualification?
Successful candidates will be awarded the Certificate in Customer Management qualification from Retail Banking Institute.
When does the course begin?
The programme is self-paced and delivered online through written material and illustrations. You can begin at any time and proceed at your own pace.
Where can I take the course?
The programme is delivered online, so you can take the programme from the comfort of your own home or office.
What is the price?
The course is €599.
Course Details: Online lessons supplemented with tutorials.
Hours: 40 to 60
Duration: Candidates can expect to complete the course in two months.