Bank Customer Service Training
Bank customer service representatives handle basic bank transactions and work directly with customers. Cross-selling bank products and services is also an important part of bank customer service. Training in this field of work can be done through schooling or, at some institutions, while on the job.
Schooling
Some banks require their customer service representatives to receive special schooling before employment. There are several schools specifically designed for bank customer service representatives. When searching for a school, check the courses offered and whether the school offers certification or a diploma.
Recommended Courses
There are some core classes that should be considered when considering any bank teller or customer service school. Although the names of the courses may vary, the basic concepts of banking should be included in the curriculum.
- basic bank transactions
- building and maintaining customer relationships
- cross-selling techniques
- telephone etiquette
- ethical issues for bankers
- federal regulations and guidelines
- safety procedures
On-the-job Training
Even with schooling, most banks require on-the-job training. This can last several weeks depending on the institution. The purpose of training on the job is to help the bank customer service representative to become familiar with the bank's operation and products.
Every bank differs in their services and products offered. Bank customer service representatives (BCSR) need to know what services are offered and how to cross-sell products. Each bank has their own special way of doing this. Training will include how to handle customer inquiries, how to smoothly introduce new products to the customer and when to refer the customer to another department.