Customer Service Associate - Financial Services
Course Description:
The Customer Service Associate - Financial Services course is a comprehensive online training
program designed to provide individuals with the necessary skills and knowledge to work as customer
service associates in the financial services industry. This 3-month course focuses on customer
interaction, query resolution, and after-sales support—essential functions that ensure customer
satisfaction and loyalty in financial institutions.
Spanning 330 hours, this course equips learners with the ability to handle customer queries, provide
high-quality service, and manage post-sales activities effectively. Participants will also develop
employability skills to ensure job-readiness for roles in customer support, ensuring they can thrive in
a fast-paced, customer-centric financial services environment.
Prospective Occupation Post-Training Completion:
Upon successful completion of the course, graduates will be prepared to take on roles such as
Executive or Senior Executive in Customer Support within the Financial Services sector. These
roles typically involve handling customer inquiries, resolving issues, providing support for financial
products and services, and ensuring a high level of customer satisfaction. Graduates can work in
banks, insurance companies, investment firms, or other financial institutions.
Program Module
a) Overview of the banking and financial services sector.
b) Understanding the role and responsibilities of a Customer Service Associate.
c) Key skills and attributes required for success in financial customer service roles.
b) Understanding the role and responsibilities of a Customer Service Associate.
c) Key skills and attributes required for success in financial customer service roles.
a) Techniques for handling customer inquiries and gathering relevant information.
b) Effective communication strategies to understand customer needs.
c) Methods for managing different types of customer queries across various financial products and services.
b) Effective communication strategies to understand customer needs.
c) Methods for managing different types of customer queries across various financial products and services.
a) Problem-solving strategies for resolving customer issues promptly.
b) Techniques for managing difficult or irate customers and de-escalating tense
situations.
c) Understanding customer pain points and providing tailored solutions.
b) Techniques for managing difficult or irate customers and de-escalating tense
situations.
c) Understanding customer pain points and providing tailored solutions.
a) Best practices for delivering exceptional customer service in the financial services sector.
b) Creating a positive customer experience and building customer trust.
c) Using customer feedback to improve service delivery and enhance customer
satisfaction.
b) Creating a positive customer experience and building customer trust.
c) Using customer feedback to improve service delivery and enhance customer
satisfaction.
a) Importance of after-sales support and follow-up in customer retention.
b) Techniques for managing after-sales activities such as product servicing, renewals, and relationship management.
c) Cross-selling and upselling opportunities in post-sales service.
b) Techniques for managing after-sales activities such as product servicing, renewals, and relationship management.
c) Cross-selling and upselling opportunities in post-sales service.
a) Development of essential soft skills such as communication, time management, and teamwork.
b) Professional conduct and ethical behavior in customer service.
c) Resume building, interview preparation, and career advancement strategies in customer service roles.
b) Professional conduct and ethical behavior in customer service.
c) Resume building, interview preparation, and career advancement strategies in customer service roles.