Personal Banker Training

Lesson 1 • Retail and Private Banking Overview

Covers the distinction between retail, private, and commercial banking segments and their client bases. Grounds advisors in the institutional context they operate within.

Lesson 2 • Regulatory and Ethical Framework

Introduces the compliance obligations and ethical standards governing client advisory work. Establishes non-negotiable conduct boundaries before product training begins.

Lesson 3 • The Client Advisor's Core Responsibilities

Defines the advisor role across acquisition, retention, and portfolio management tasks. Connects daily duties to broader branch and institutional goals.

Lesson 1 • Client Risk Profiling

Covers quantitative and qualitative tools for determining a client's investment risk appetite. Ensures recommendations align with documented risk profiles.

Lesson 2 • Client Segmentation Principles

Explains how banks classify clients by wealth tier, life stage, and behavior to tailor service. Advisors learn to identify which segment a client belongs to on first contact.

Lesson 3 • Building and Maintaining Client Records

Addresses CRM data entry standards, document collection, and record update protocols. Accurate records underpin compliant advice and relationship continuity.

Lesson 1 • Current and Checking Accounts

Explains account structures, fee models, and transactional features of everyday banking accounts. Advisors learn to position these as the foundation of the client relationship.

Lesson 2 • Structured Savings and Goal Accounts

Introduces goal-based savings accounts and recurring deposit plans designed for specific milestones. Advisors learn to align these products with client life-stage goals.

Lesson 3 • Savings and Term Deposit Accounts

Covers interest rate mechanics, liquidity constraints, and rollover options for savings products. Connects product features to client liquidity and short-term savings goals.

Lesson 1 • Consumer Credit Fundamentals

Covers personal loans, revolving credit, and installment credit structures and their cost components. Builds the foundation for responsible lending conversations.

Lesson 2 • Credit Assessment and Affordability

Teaches how banks evaluate creditworthiness using income, debt ratios, and credit history. Advisors learn to pre-qualify clients and set realistic borrowing expectations.

Lesson 3 • Mortgage and Home Financing Products

Explains fixed-rate, variable-rate, and hybrid mortgage structures along with associated fees. Prepares advisors to support clients through the home-financing decision process.

Lesson 4 • Managing Credit Conversations with Clients

Develops skills for discussing credit limits, rejections, and debt management sensitively. Ensures advisors handle difficult lending outcomes professionally and compliantly.

Lesson 1 • Constructing a Basic Investment Proposal

Teaches how to assemble a documented investment recommendation aligned to a client's profile. Integrates suitability, risk, and product knowledge into a coherent client deliverable.

Lesson 2 • Structured Products and Bonds

Introduces capital-protected notes, structured deposits, and fixed-income instruments. Advisors learn to explain complex payoff structures in plain language.

Lesson 3 • Mutual Funds and Collective Investments

Explains fund structures, fee layers, and performance benchmarks for pooled investment vehicles. Advisors learn to select and present funds aligned to client profiles.

Lesson 4 • Investment Fundamentals for Advisors

Covers asset classes, return-risk relationships, and diversification principles at an advisory level. Provides the conceptual base for all product-specific investment discussions.

Lesson 1 • Life and Critical Illness Insurance

Covers term life, whole life, and critical illness product structures, premiums, and benefit triggers. Advisors learn to size coverage needs based on client income and liabilities.

Lesson 2 • Income Protection and Disability Cover

Explains short- and long-term disability products and their benefit periods and waiting periods. Connects income protection to client cash-flow vulnerability analysis.

Lesson 3 • General and Property Insurance

Introduces home, auto, and liability insurance products relevant to retail banking clients. Advisors learn to identify referral opportunities and basic coverage adequacy.

Lesson 1 • Client Retention and Attrition Prevention

Identifies early warning signals of client disengagement and teaches proactive intervention strategies. Builds advisor capability to retain at-risk clients before they defect.

Lesson 2 • Relationship Planning and Portfolio Reviews

Teaches how to build annual relationship plans and conduct structured portfolio review meetings. Connects proactive planning to client satisfaction and revenue growth.

Lesson 3 • Cross-Selling and Needs-Based Referrals

Develops a disciplined, needs-driven approach to introducing additional products and specialist referrals. Distinguishes ethical cross-selling from inappropriate product pushing.

Lesson 4 • Handling Client Complaints Effectively

Covers complaint intake, escalation protocols, and resolution communication standards. Transforms complaint handling into a relationship-recovery and trust-building skill.

Lesson 1 • Ethical Selling and Suitability Standards

Reinforces suitability obligations, disclosure requirements, and the boundary between advice and selling. Ensures advisors prioritize client outcomes over short-term sales metrics.

Lesson 2 • Target Setting and Performance Tracking

Explains how sales targets are set, decomposed into daily activities, and tracked through KPIs. Advisors learn to self-manage performance and identify gaps early.

Lesson 3 • The Advisory Sales Process

Maps the end-to-end sales cycle from prospecting through needs analysis, proposal, and close. Provides a repeatable framework that embeds compliance at every stage.

Lesson 4 • Continuous Improvement and Professional Development

Establishes habits of self-reflection, peer learning, and ongoing certification to sustain advisory excellence. Links professional growth to long-term career progression in banking.