Learning Outcome:

Upon successful completion of the Bank Customer Service programme, the student should be able to:

Communicate with customers using appropriate bank protocols and body language and listening skills.

Use electronic devices and banking electronic platform to complete and process services according to bank’s requirements and across all banking channels.

Identify the service required and complete the processes relevant to that service as per the bank’s procedures.

Provide feedback to customer as per bank’s procedures.

Resolve query and complaint using bank procedures.

Provide product and service information and generate leads.

Manage conflicts

Identify suspicious behaviour.

Take appropriate steps to deal with suspicious behaviour.

Identify risk situations particularly with regard to the workstation, cupboards, keys to safe and safe combination.

Take appropriate steps to deal with risk situations.

Identify alarm and security systems.

Operate alarm and security systems.

Discuss conditions, incidents, events, issues, solutions, targets and resources required.

Implement joint decisions.

• Online Course

  Twelve months Course

  • This qualification is made up of the following compulsory Knowledge and Practical Skill Modules:

  Course Structure

  Duration: 12 Months

  Knowledge Modules:

  421102201-KM-01, Workplace fundamentals, NQF Level 4, Credits 3

  421102201-KM-02, The banking industry and banking rules and regulations, NQF Level 4, Credits 4

  421102201-KM-03, Customer service and satisfaction, NQF Level 4, Credits 3

  421102201-KM-04, Banking products and services, NQF Level 4, Credits 4

  421102201-KM-05, Security at banks, NQF Level 4, Credits 2

  Total number of credits for Knowledge Modules: 16

  Practical Skill Modules:

  421102201-PM-01, Complete and process banking services, NQF Level 4, Credits 8

  421102201-PM-02, Achieve customer satisfaction, NQF Level 4, Credits 4

  421102201-PM-03, Minimise risk in a banking environment, NQF Level 4, Credits 2

  Total number of credits for Practical Skill Modules: 14

  This qualification also requires the following Work Experience Modules:

  421102201-WM-01, Completion and processing of services across all banking channels, NQF Level 4, Credits 9

  421102201-WM-02, Processes to achieve customer satisfaction, NQF Level 4, Credits 6

  421102201-WM-03, Processes to minimise risk to client and the bank, NQF Level 4, Credits 5

  421102201-WM-04, Meeting processes, NQF Level 4, Credits 1

  Total number of credits for Work Experience Modules: 21

  Assessment

  • • Knowledge Checks
  • • Project

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