Online Training

Universal Banker Certificate - Individual

Online Certificates

Retail branch banking has undergone a dramatic transformation in recent years. Branch traffic is down and electronic transactions are up. Complex technologies are becoming the norm in the workplace and regulatory requirements are changing.

Frontline employees need to meet the challenges presented by these changes and continue to provide the exceptional service customers have come to expect from their local branches. 

The Universal Banker role has emerged as a solution to these seismic shifts in retail branch banking. This comprehensive certificate program arms current and prospective frontline staff with the tools and skills they need to be Universal Bankers.

This Certificate Program is an online, self-paced program which provides a certificate of completion and does not require continuing education. It is not the same as ICBA’s certification programs, which are instructor led and require continuing education in order to maintain the specific designation.

The Universal Bankers Certificate Program is available for bank-wide use (unlimited number of learners) and on an individual basis. Purchasing an Individual Certificate Program grants access to the person who has logged in the ICBA website to purchase. IT cannot be transferred to another user. 

 Learning Objectives:

  • Develop the skills required to meet the needs of all bank customers
  • Ensure all customer encounters and follow through meet regulatory standards
  • Use teamwork to meet customer needs
  • Understand contemporary issues in bank frontline customer service

Course Outline:

  • Developing Strong Customer Relationships
  • Introduction to Consumer Lending
  • Deposits 101
  • Acting Effectively on a Team
  • Meeting Customer Needs With Teamwork
  • Ethics for Bankers
  • Fair Lending
  • We Have What They Need
  • Presentations That Work
  • Exceeding Customer Expectations
  • Credit Cards and Debit Cards
  • Product Knowledge and Cross Selling
  • Elder Financial Abuse
  • Bank Secrecy Act - Frontline & Deposits (5 modules)
  • Universal Banker Certificate Program Exam

 Target Audience:

 Frontline bank employees

Duration: 20 hours

$499 / ICBA Members

$1,299 / Non-Members