Bank Teller and Customer Service Certification

Categories: Continuing Education
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Course Content

Tutor Topics

  • Assignments
  • Course Outline
  • 1. Introduction to Banking System
  • Topic 1.1: Introduction to Banks
  • Topic 1.2: The Canadian Banking System
  • Topic 1.3: Credit Unions And Caisses Populaires
  • 2. Canadian Retail Banking Products and Services
  • Topic 2.1: Chequing Account
  • Topic 2.2: Saving Account
  • Topic 2.3: Chequing vs Saving Account
  • Topic 2.4: Debit Card
  • Topic 2.5: Credit Card
  • Topic 2.6: Debit Card vs Credit Card
  • Topic 2.7: Cheques
  • Topic 2.8: Mortgage
  • Topic 2.9: Line of Credit / Loans
  • Topic 2.10: Investment Products
  • Topic 2.11: Over the Counter Banking Services
  • Topic 2.12: Internet and Phone Banking Services
  • 3. Process of Retail Banking Operations
  • 4. Bank Teller / CSR Role
  • 4.1: Teller Basics
  • 4.1.1: Introducing Canadian & Foreign Currency
  • 4.1.2: Cash Handling Essentials
  • 4.1.3: Cash Checking & Endorsement
  • 4.2: Cash Handling Process
  • 4.2.1: Cash Deposit
  • 4.2.2: Cash Withdrawal
  • 4.2.3: Balancing and Day Closing
  • 4.2.4: Audit
  • 4.3: Managing non-cash banking instruments & Services
  • 4.3.1: Managing Cards, Cheques & Draft
  • 4.3.2: Managing Fund Transfer
  • 4.3.3: Handling Utility Services
  • 4.4: Security, Safety & Compliance
  • 4.4.1: Theft & Robbery Prevention & Response Techniques
  • 4.4.2: Red flags for Frauds & Money Laundering
  • 4.4.3: Essential Compliance for Teller
  • 4.5: Code of Ethics for Bank Teller
  • 5. Sales & Customer Service Skills for Bank Teller
  • 5.1: Verbal Communication
  • 5.2: Telephone Etiquettes (Email, Meeting, Formal & Informal Communication etc.)
  • 5.3: Identifying customer needs
  • 5.4: Customer’s Problem-Solving Skills
  • 5.5: Basics Selling Principles
  • 5.6: Upselling and Value Selling
  • 5.7: Handling Meeting with Customers
  • 6. Interpersonal behavior for Bank Teller
  • 6.1: Workplace Etiquette
  • 6.2: Task Orientation and Time Management
  • 6.3: Conflict Resolution
  • 6.4: Leadership
  • 7. Career Progression in Banking Industry
  • 7.1: Career Progression Paths
  • 7.2: Requirement for progression (including licensing)
  • 8. Job Preparation
  • 8.1: Job Searching Strategy
  • 8.2: Networking & Information Interview Techniques
  • 8.3: Resume & Cover Letter preparing
  • 8.4: Preparing for Job Interview
  • 8.5: Creating Portfolio

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