Seat Time: 1.75hrs - Desc:
This course will offer an overview of the duties and responsibilities of the Customer Service Officer (CSO). This course will also introduce the learner to aspects of confidentiality and professionalism, which should be adhered to at all times. After completing this program, the learner will be able to:
- Perform the appropriate tasks and duties of the Customer Service Officer.
- Act appropriately and professionally as a representation of the financial institution to the customer.
- Understand and use cross-selling procedures and strategies to further customer relationships with the financial institution.
T1. The Job of the CSO: This topic will introduce the learner to the role of the Customer Service Officer (CSO) and the essential role the CSO plays as the face of the financial institution.
T2. CSO Skills and Standards: This topic will encourage the learner to consider the skills required for successful Customer Service Officers (CSOs), such as effective communication and attention to detail.
T3. CSO Function: This topic will explain the important function of the Customer Service Officer (CSO) in handling the personal and financial information about customers.
T4. Professionalism: This topic will stress the importance of remaining professional at the organization and will provide the learner with several steps to take to become the consummate professional.
T5. Working Efficiently: This topic will stress the importance of developing and maintaining efficient work habits by providing the learner with tips for getting organized.
T6. CSOs and Cross-Selling: This topic will define cross-selling and will provide the learner with examples of customer situations to be aware of in order to make cross-selling easy and efficient.
T7. CSOs and Working with Numbers: This topic will stress the importance of being able to efficiently and accurately work with numbers as a CSO and will provide the learner with tips for how to handle numbers and calculate the different types of interest.