Universal Banker Certificate - Bank-Wide

The ICBA Education Universal Banker Certificate Program arms current and prospective frontline staff with the tools and skills they need to be Universal Bankers. The learner will 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, and understand contemporary issues in bank frontline customer service.

The Universal Banker Certificate Program consists of 19 courses. Each course includes an exam and then a final comprehensive exam at the end. The program takes approximately 12 hours to complete. Upon successful completion of each course and the final exam, the learner is awarded a Certificate of Completion.

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.

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
  
• Acting Effectively on a Team
  
• Meeting Customer Needs with Teamwork
  
• We Have What They Need
  
• Presentations that Work
  
• Exceeding Customer Expectations
  
• Product Knowledge and Cross Selling
  
• Deposits 101
  
• Ethics for Bankers
  
• Bank Secrecy Act: Frontline & Deposit Operations
  
• Elder Financial Abuse
  
• Introduction to Deposit Compliance
  
• Regulation DD: Truth in Savings Act - Overview
  
• Introduction to Consumer Lending
  
• Introduction to Lending Compliance
  
• Fair Lending: Overview
  
• Regulation Z: Open-End Credit (Non-Real Estate)
  
• Regulation Z: Closed-End Credit (Non-Real Estate)
  
• Understanding UDAAP
  
• Final Exam

CPE Credits: 14