At the end of this course, the participants should be able to:
- Understand the structure and functions of retail banking institutions.
- Analyze the different retail banking products and services, including personal loans, mortgages, and deposit accounts.
- Apply effective customer relationship management (CRM) strategies to enhance customer satisfaction and loyalty.
- Recognize the importance of regulatory compliance in retail banking operations.
- Address emerging trends in retail banking, including the role of technology, digital banking, and financial inclusion.
- Evaluate operational processes in retail banking, focusing on efficiency, risk management, and profitability.
Introduction to Retail Banking
- Overview of retail banking: Definition, history, and key services.
- The role of retail banks in the economy and financial system.
- Structure of retail banking institutions and organizational components.
Retail Banking Products and Services
- Types of deposit products: Savings accounts, checking accounts, and term deposits.
- Loan products: Personal loans, mortgages, auto loans, and credit cards.
- Investment products: Fixed deposits, mutual funds, and retirement plans.
- Digital banking products and services: Online and mobile banking platforms.
Customer Relationship Management (CRM) in Retail Banking
- Principles of customer relationship management in banking.
- Techniques to enhance customer experience and retention.
- The role of personalized banking services and digital channels in CRM.
- Managing customer expectations in the digital age.
Risk Management and Operational Efficiency
- Identifying and managing risks in retail banking: Credit risk, operational risk, market risk, and liquidity risk.
- Operational processes in retail banking: Account opening, loan processing, and customer support.
- Improving efficiency through automation and technology.
- Fraud prevention and cybersecurity in retail banking.
Regulatory Environment and Compliance
- Overview of key regulations in retail banking.
- The role of financial regulators: Central banks and financial authorities.
- Compliance requirements in retail banking: KYC (Know Your Customer), AML (Anti-Money Laundering), and data privacy laws.
- The impact of regulations on retail banking operations and customer trust.
Emerging Trends and Challenges in Retail Banking
- The digital transformation of retail banking: Online banking, mobile banking, and the use of AI.
- The rise of fintech and its impact on traditional retail banking.
- Financial inclusion: Offering banking services to underserved and unbanked populations.
- Trends in customer behavior: Shifting expectations and the demand for personalized banking services.
Future of Retail Banking
- Innovations in retail banking: Blockchain, digital wallets, and peer-to-peer lending.
- The future of branch banking: The rise of digital-first models.
- How retail banks can stay competitive in a rapidly evolving financial landscape.
- The role of sustainability and ESG (Environmental, Social, and Governance) in retail banking.
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