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Mastering banking products and services for retail customers
Your customers expect banking advice that reflects their circumstances. Match their needs to available products and services, prepare your conversations and build trust. Develop a commercial approach that combines relevant advice, consistent follow-up and an understanding of retail customers' expectations.
- Duration
- 4 days 28 hours
- Code
- FMB22FR Code
Presentation
Selling banking products and services to retail customers involves a demanding regulatory framework: the duty to advise, know-your-customer requirements, AML/CFT and GDPR compliance, and obligations under the Insurance Distribution Directive (IDD) and MiFID II. Payments are also evolving, with the ongoing transition from PSD2 to PSD3 and the European Payment Services Regulation (PSR). Understanding these fundamentals is essential to managing customer relationships securely and providing appropriate advice.
Over these 4 days, you will deepen your knowledge of the characteristics and fundamentals of bancassurance products and services to support their sale. The program covers the main product families: savings, credit (including revolving credit), insurance and protection, and everyday banking services, including mobile banking and the digital customer journey.
By the end of the course, you will be able to advise on and sell banking products responsibly, identifying customer needs and complementary products suited to their circumstances. These skills directly support greater product uptake and stronger customer relationships.
Objectives
By the end of this banking products and services course, you will be able to:
- increase the number of products and services customers use;
- identify the factors that shape a relevant commercial offering;
- strengthen your technical knowledge of each available product and service;
- provide a commercial response tailored to customer needs;
- identify complementary products and services to broaden a range;
- apply sales techniques and a comprehensive wealth management approach while managing banking and regulatory risks.
Program
Module 1: Understanding commercial banking and customer relationships
- How a commercial bank generates revenue and its business imperatives.
- The responsibilities of a customer relationship officer.
- The principles of omnichannel bancassurance.
Module 2: Mastering cash savings and investment products
- The current account as the starting point for a banking relationship.
- Savings accounts and dedicated savings accounts for housing, education and retirement.
- Term deposits.
- Financial instrument accounts (CIF) and securities investments.
- Life insurance.
Module 3: Mastering banking services
- Payment cards.
- Cheque books.
- Bank transfers.
- Domestic and international money transfers.
- Cash services.
- Foreign exchange services.
- Remote banking: mobile banking, omnichannel journeys and strong customer authentication in the context of the transition from PSD2 to PSD3 and the European Payment Services Regulation (PSR).
Module 4: Mastering credit products
- Authorised overdrafts, short-term overdraft facilities and advances.
- Purpose-specific and unrestricted consumer loans.
- Revolving credit.
- Mortgages.
Module 5: Mastering insurance and protection products
- Personal insurance: civil liability, school insurance, death and disability, health and travel.
- Property insurance: vehicles and homes.
- Protection: death benefits, retirement insurance and payment instrument insurance.
Module 6: Safeguarding customer relationships and regulatory compliance
- The duty to advise and know-your-customer requirements.
- Anti-money laundering and combating the financing of terrorism (AML/CFT).
- Personal data protection (GDPR).
- Obligations under the Insurance Distribution Directive (IDD) and MiFID II.
- Preventing mis-selling risks.
Audience
This course is for professionals who work directly with retail customers, as well as new employees completing their induction. Participants include:
- new employees joining a banking or insurance network;
- bank tellers seeking stronger knowledge of banking products and services;
- account managers and customer relationship officers involved in selling banking, financial and insurance products.
Prerequisites
The following prerequisite applies:
- Professional background: hold, or be preparing for, a customer-facing role in banking, finance or insurance.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Case study
Course highlights
- Commercially relevant: content that banks, insurers and financial product distribution networks can apply directly.
- Broad product coverage: savings, banking services, credit, insurance and protection in one course.
- Accessible training: content suited both to new employees' induction and to established professionals.
- Secure customer relationships: compliance considerations, including the duty to advise, AML/CFT, GDPR, IDD and MiFID II, integrated into a responsible sales approach.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.