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

Developing Segmentation

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

Customer Data

Creating a Single View of the Customer – Where to start?

Advanced Segmentation

Targeting Customers

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.

Price: €599.

Group pricing is also available. Please contact Caroline.Hastings@lafferty.com for further details.