Retail Banking Conduct of Business - Certificate

LL9X43MT

About the course

This qualification is aimed at people working in or trying to develop a career within retail banking.

The Certificate in Retail Banking Conduct of Business (CertRBCB®) is a QCF Level 3 qualification. It has been designed to set a new independent standard in customer service excellence and to help UK retail banks embed understanding of the Financial Conduct Authority's (FCA) Retail Banking Conduct of Business and payment services regulations within their organisations and to assist in the implementation of regulation within the context of providing a high quality customer experience.

The qualification has been developed for customer-facing staff and equips them with the tools and terminology necessary to analyse the retail banking products that support their client¿s needs, wants and aspirations.

It gives you a thorough grounding in the workings of the sector, the relationship between financial services providers and consumers and the different types of retail products available. It then helps students to overlay this core knowledge with an enhanced understanding of the key principles of customer service excellence and enhances the skills needed to apply these principles to real-life situations.

There are no specified entry requirements. However, individuals need to be satisfied of their ability to study in English at Level 3.

CertRBCB® consists of two mandatory units:

Unit 1 - Principles of Retail Banking (PORB)On completion of the PORB unit you will have an understanding of:

  • The financial services environment
  • The range of retail banking customer needs, wants and aspirations
  • The operation and features of key retail financial products and services
  • The importance of delivering effective customer service and its impact on customer retention
  • The statutory regulatory objectives and processes

Unit 2 - Retail Banking Customer Solutions (RBCS)On completion of the RBCS unit you will have an understanding of:

  • The principles and rules of key legal concepts relating to retail banking
  • The impact of key legal concepts for retail banking customers
  • The conduct of business rules on retail banking customers and providers
  • The impact of customer service quality for retail banking customers and providers

Unit 1 - Principles of Retail Banking (PORB)PORB has one objective test comprising 50 multiple-choice questions. This component of the examination is to be completed in 1 hour and is worth 50 marks.

Unit 2 - Retail Banking Customer Solutions (RBCS)RBCS has one objective test comprising 3 case studies with 10 linked multiple-choice questions. This component of the examination is to be completed in 1 hour and is worth 30 marks.

When you have successfully completed CertRBCB® qualification you can progress to the IFS Level 4 Diploma in Retail Banking Conduct of Business (DipRBCB®).

DipRBCB® builds upon themes in the Level 3 Certificate in Retail Banking Conduct of Business (CertRBCB®) and is intended for individuals running, or aspiring to run, retail financial services outlets or those supervising customer-orientated teams.

You may wish to consider further extending your competencies by considering financial administration or financial/mortgage advice qualifications with the Institute of Financial Services.