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The course is a 5-day training program.

The banking environment is becoming increasingly challenging owing to intense competition and demand for quality service delivery platforms to satisfy and retain customers. Customers are becoming more sophisticated with increasing market and product knowledge and are equally challenging the banks for better services. The recent re-capitalization and consolidation of banks has transformed the financial institutions into mega banks relative to the Nigerian economy and they are now exploring the global market. The regulatory environment is continually being strengthened to address the challenges of change and the global competitive environment. All these have put pressure on the banks for enhanced service delivery improvements both at the local and global terrain.

Customer retention is the hallmark of the quality of service that a customer receives from his banker. This can only be guaranteed by the quality of personnel, processes and service delivery platforms that enable banks to perform at the optimum. It is therefore imperative that banks invest in these to take advantage of emerging industry knowledge in banking operations and better serve and retain their customers.

Effective human resource policy and sound internal control processes will ensure the enthronement of a strong control environment needed by banks to deliver products and services to customers and value to shareholders at the highest quality level. High performing personnel who are well trained and supervised can only guarantee effective internal control process.

It is with this understanding that Control Edge Consulting Limited has designed a 5- day training program on Basic Banking Operations to assist in addressing current and emerging issues in the operational services of banking institutions.

COURSE OBJECTIVES

To introduce participants to modern day banking products and services. To familiarize participants with modern approach to quality service delivery. To acquaint participants with risks and controls in banking operations and how to improve the control environment. To equip participants with the tools that will assist them to target the attainment of a zero defect level in service delivery. To equip them with tools and techniques that ensure that promises made at marketing points are met at service delivery points. To demonstrate to participants what makes a customer eager to make repeat order.

TARGET AUDIENCE

Newly hired staff, Operations Officers, Internal Control Officers, Compliance Officers, Legal Officers, Platform Assistants

COURSE MODULES

Module 1: Introduction to Banking Products/Services
Module 2: Banker/Customer Relationship
Module 3: Nigeria Financial System and Regulatory Compliance
Module 4: Basic Accounting
Module 5: Customer Services Unit
Module 6: Know Your Customer
Module 7: Counter Services
a. Cash and Tellers
b. Funds Transfer

Module 8: Basic Controls in Cash Operations
Module 9: Money Market Products/Treasury Operations
Module 10: Foreign Exchange
Module 11: Position Keeping
Module 12: Documentary Letter of Credit
Module 13: Money Laundering
Module 14: Ethics in Banking


 

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