Online Certificate Programs

Community Banker University offers the following Certificate Programs:

Universal Banker Certificate Program

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.

The Universal Banker Certificate Program is available for purchase for bank-wide use or at an individual learner level.

Purchasing an Individual Certificate Program grants access to the person who has logged into the ICBA website to purchase. It cannot be transferred to another user.

Access to the certificate program will be granted for 365 days from the date of purchase.

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:

  • Introduction to the Universal Banker Certificate Program
  • 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 Laws
  • We Have What They Need
  • Presentations That Work
  • Exceeding Customer Expectations
  • Credit Cards and Debit Cards
  • Product Knowledge and Cross Selling
  • Elder Financial Abuse
  • BSA – Frontline & Deposit Operations
  • Introduction to Deposit Compliance
  • Introduction to Lending Compliance
  • Universal Banker Certificate Program Exam

Target Audience: Frontline bank employees

Duration: 20 hours

Total CPE: 20 

Features: Hybrid / Mobile, Audio & Video

Format: eLearning

Enroll in this Course as an Institution

$999 / ICBA Members
$1,999 / Non-Members

Annual renewal for ICBA members: $549

Enroll in this Course as an Individual

$499 / ICBA Members
$1,299 / Non-Members