BANK CUSTOMER SERVICE CLERK

Category: Business

Course Description:

A Bank Customer Services Clerk is the first port of call for customers entering the bank. They direct customers to the right department. They render a range of bank services (like releasing cards and cheque books; producing copies of bank statements; processing a request to stop payment on a cheque or debit order; verifying documents; reversing payments etc). They also receive and deal with customer queries and complaints, manage queues, walk the floor to identify problems, assist with all types of queries either face-to-face or telephonically. In addition, they promote banking products and services, minimise risk and work towards achieving customer satisfaction. All these activities are performed within a banking regulatory framework.

Curriculum Outline

Twelve months Course

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



Course Structure

Duration: 12 Months




Knowledge Modules:

• Workplace fundamentals, NQF Level 4, Credits 3
• The banking industry and banking rules and regulations, NQF Level 4, Credits 4
• Customer service and satisfaction, NQF Level 4, Credits 3
• Banking products and services, NQF Level 4, Credits 4
• Security at banks, NQF Level 4, Credits 2
• Total number of credits for Knowledge Modules: 16



Practical Skill Modules:

• Complete and process banking services, NQF Level 4, Credits 8
• Achieve customer satisfaction, NQF Level 4, Credits 4
• 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:

• Completion and processing of services across all banking channels, NQF Level 4, Credits 9
• Processes to achieve customer satisfaction, NQF Level 4, Credits 6
• Processes to minimise risk to client and the bank, NQF Level 4, Credits 5
• Meeting processes, NQF Level 4, Credits 1
• Total number of credits for Work Experience Modules: 21

Assessment

• Knowledge Checks
• Project

Course 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 conditins, incidents, events, issues, solutions, targets and resources required.
• Implement joint decisions.