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Professional Retail Banke

Professional Retail Banker in partnership with RBA International

Layer Professional Retail Banke
Imagine a world where

Professional retail banker

We recommend approximately 40 - 50 notional learning hours for this programme.

(8 – 10 hours per module)

The concept of notional learning hours includes all the learning activities that you might undertake to achieve the learning outcomes. Aside from studying the course materials and revision, this can also include, for example, involvement in informal learning such as study groups or team meetings, preparation for the examination, self-as- sessment of your learning, and application of specific learning of knowledge and understanding and skills within the workplace. Notional study hours will vary according to the work experience of an individual and is an indication only.



After completing this module Candidates will be able to:

  • Identify the appropriate ethical behaviour for retail bankers.
  • Identify an appropriate ethical model for customer-centric retail banking.
  • Apply this model to determine appropriate courses of action in retail banking when faced with choosing between ‘right and wrong’ and between ‘right and right’.

Products and Channels

After completing this module Candidates will be able to:

  • Describe the core products and services of a retail bank linking the product/service to the intended usage from a customer perspective.
  • Differentiate between banking products that enable customers to make payments, save, borrow, invest and conduct cash management.
  • Relate customers’ demand for banking products and services to the family life stages of wealth accumulation, wealth consolidation and wealth transfer.
  • Describe the traditional new product development process and contrast this with the key emerging new product development processes in the digital age.
  • Understand the evolution of channel strategies using a five-stage theoretical overview.
  • Appraise channels through the lens of the customer, identifying that customer behaviours and expectations are shifting in ways that will challenge banks and other financial series providers.
  • Assess how the omni-channel customer is influencing and shaping the delivery of retail banking services

Principles of Retail Banking

After completing this module Candidates will be able to:

  • Identify and understand the three core economic functions of a retail bank and its core services.
  • Identify and understand the core banking risks in three main categories: credit risk, market risk and operational risk.
  • Understand the importance of a comprehensive risk framework together with an organisational structure that makes roles and responsibilities clear, as outlined by the Basel Committee on Banking Supervision.
  • Understand the importance of managing credit risk, the credit risk life-cycle and reporting metrics - and the key risk assessment characteristics by product type.

Customer Service Quality

After completing this module Candidates will be able to:

  • Explain the importance of a customercentric approach in retail banking by considering the role of a retail banker through the eyes of a customer.
  • Understand the four-step model designed to maximise customer relationships and ensure customer retention.
  • Understand the principles of customer behaviour as they apply in a retail banking.
  • Explain a model that retail bankers can use to identify and act upon service quality failures.
  • Describe two measures of service quality, Net Promoter Score (NPS) and the Service Quality Metric (SQM), that are commonplace in the retail banking space.

Retail Banking Operations

After completing this module Candidates will be able to:

  • Identify the main functions within a retail bank and understand why a ‘silo’ approach is inappropriate in retail banking.
  • Explain how to optimise bank processes through applying Little’s Law, the Law of Non-Valued Activity and the Pareto Principle.
  • Identify the three essential properties that underpin efficient operations and describe how reducing work-in-progress and improving throughput yield contribute towards delivering ‘lean’ operations.
  • Explain how retail bankers can drive process efficiency when undertaking project management (especially relevant in the digital age) through the implementation of the 3D Model of Project Management and adherence to the ‘Iron triangle’ concept.

Registration fees

The fee per Candidate includes access to the RBA Learning Centre, a hard copy of the coursebook and one computer-based examination. Each re-sit fee is $150.