RETAIL AND DIGITAL BANKING

The Certificate in Retail and Digital Banking (CertRDB) is a professional qualification focused on providing a solid foundation in customer service excellence within the modern banking environment. It recognizes that the role of a retail banker has fundamentally shifted from transactional processing to becoming a consultant who understands digital channels, regulatory requirements, and customer data. The program integrates two core pillars: Traditional Retail Banking Fundamentals (products, customer needs, regulations) and Digital Banking Transformation (Fintech, neobanks, digital payments, and the use of data/AI). By mastering both, graduates are equipped to excel in omnichannel banking roles, where customer interaction happens across physical branches, mobile apps, and contact centers. The course is highly relevant for individuals aiming for customer-facing or operational roles in modern banking: 1. Final Year BCom/BBA, MBA, or Recent Graduates: Especially those seeking entry-level roles such as Probationary Officer, Customer Service Officer, or Personal Banker in commercial or private sector banks. This qualification provides a crucial differentiator. 2. New Entrants to Banking & Finance: Individuals who have just started their career in branch operations, sales, or contact centers and require a formal, structured understanding of the industry and its digital shift. 3. Professionals Changing Streams: Those currently working in non-core streams (e.g., HR, Admin, General Corporate) within a bank or moving to the banking sector who need to quickly master the fundamentals of retail and digital services. 4. Employees of Fintechs/Neobanks: Professionals who need to understand the regulatory and product structures of traditional banking to better integrate with or compete against them.

Core Modules

• Unit 1: The Delivery of Retail and Digital Banking Focus: The operating environment, regulatory framework, and digital channels.
• 1. Financial Services Environment: Overview of the sector, its role in the economy, and the stakeholders (regulators, banks, customers).
• 2. Digital Disruption: The impact of neobanks, Fintech, BigTech, and key enabling technologies (AI, Cloud, Blockchain) on service delivery.
• 3. Regulatory and Legal Requirements: The influence of key legislation, compliance (AML, KYC), and consumer protection (e.g., FCA Consumer Duty - UK focus, but principles apply globally).
• 4. Banking Delivery Channels: Features, benefits, and risks of different channels (Branches, ATMs, Mobile Banking, Internet Banking, Contact Centres).
• Unit 2: Assessing Customer Needs and Providing Solutions Focus: Core retail products, sales processes, customer relationship management, and data usage.
• 1. Core Retail Products: Detailed operation and features of deposit accounts (current/savings), lending products (personal loans, mortgages, credit cards), and insurance/investment products.
• 2. Customer Data and Analytics: How banks capture, store, analyze, and ethically use customer data to personalize services and mitigate risk.
• 3. Customer Excellence: Principles of high-quality customer service, complaint resolution, and building long-term relationships (CRM).
• 4. Sales and Marketing: Ethical selling practices, identifying customer needs, and the risks of mis-selling.

Learning Outcomes

• Identify and understand the impact of digital technologies, such as Fintechs and neobanks, on traditional banking models.
• Demonstrate an understanding of how customer data is captured, analyzed, and used to provide effective, personalized service.
• Analyze and articulate how regulation and legislation affect financial services organizations and their customers.
• Use your skills to provide a helpful, effective, and compliant service in an increasingly digital customer-facing role.

Specialization

Front-Line Retail Banking and Digital Service