This comprehensive course provides a thorough exploration of retail banking operations, focusing on the diverse range of products and services offered to individual consumers. Participants will gain deep insights into deposit accounts, lending solutions, payment systems, and the evolving digital banking landscape that serves modern customers. The curriculum examines customer relationship management strategies, regulatory compliance requirements, and the impact of technological innovations on traditional banking models. Through practical examples and interactive exercises, learners will develop the essential knowledge required to excel in today's dynamic retail banking environment and deliver exceptional customer service.
Retail Banking Fundamentals: Products, Services, and Distribution
Banking, Insurance and Financial Services
October 25, 2025
Introduction
Objectives
Upon completion of this course, participants will be able to:
- Differentiate between various retail banking products and their specific features
- Analyze customer needs and recommend appropriate banking solutions
- Understand end-to-end processes for account opening and loan disbursement
- Evaluate the effectiveness of different banking distribution channels
- Apply regulatory compliance requirements in daily banking operations
- Develop effective customer retention and cross-selling strategies
- Assess the impact of digital transformation on retail banking services
- Implement customer service excellence standards and best practices
Target Audience
- New Hires in Retail Banking Departments
- Branch Operations and Service Staff
- Relationship Managers and Personal Bankers
- Customer Service Representatives
- Banking Sales Professionals
- Financial Advisors and Planners
- Graduates Pursuing Banking Careers
Methodology
- Case studies on customer service scenarios
- Group activities for product portfolio design
- Individual exercises on compliance requirements
- Syndicate discussions on digital banking trends
- Role-playing for cross-selling situations
- Mini-case studies on branch operations
- Simulation exercises for loan processing
Personal Impact
- Enhanced product knowledge and advisory skills
- Improved customer relationship management capabilities
- Better understanding of banking regulations
- Stronger financial analysis and recommendation skills
- Increased confidence in handling diverse customer needs
Organizational Impact
- Increased cross-selling ratio and revenue growth
- Improved customer satisfaction and retention rates
- Enhanced compliance adherence and reduced operational risks
- Streamlined banking operations and processes
- Better workforce readiness and reduced training time
Course Outline
Unit 1: Introduction to Retail Banking
Industry Overview- Definition and scope of retail banking operations
- Historical evolution and current market trends
- Key stakeholders and regulatory framework
- Competitive landscape and market positioning
Unit 2: Deposit Products and Services
Account Management- Savings accounts and current account features
- Fixed deposits and recurring deposit schemes
- Specialized accounts for different customer segments
- Digital-only banking account options
- Safe deposit locker facilities and management
- Demand draft and banker's cheque services
- Remittance and domestic payment services
- Third-party product distribution channels
Unit 3: Lending and Credit Products
Consumer Loans- Personal loans and credit card products
- Home loan and mortgage financing options
- Auto loan and consumer durable financing
- Education loans and overdraft facilities
- Loan application processing workflow
- Credit scoring and risk assessment models
- Documentation and verification processes
- Disbursement and post-disbursement monitoring
Unit 4: Payment Systems and Digital Banking
Transaction Channels- Cheque clearing and electronic fund transfers
- Card payments and digital wallet systems
- UPI and instant payment mechanisms
- International remittance services
- Internet banking platform features and security
- Mobile banking application capabilities
- AI and chatbot services in banking
- Open banking and API ecosystems
Unit 5: Distribution Channel Management
Physical Channels- Branch banking operations and layout optimization
- ATM network management and service delivery
- Business correspondents and banking agents
- Kiosk banking and self-service terminals
- Online banking platform management
- Mobile banking application optimization
- Social media banking initiatives
- Omni-channel integration strategies
Unit 6: Customer Relationship Management
Customer Engagement- Customer segmentation methodologies
- Cross-selling and up-selling techniques
- Customer service excellence standards
- Complaint handling and resolution processes
- Wealth management services for HNWI
- Priority banking programs and benefits
- Loyalty and rewards programs design
- Customer lifecycle management strategies
Unit 7: Regulatory Compliance and Future Trends
Compliance Framework- KYC and AML requirements implementation
- Consumer protection regulations
- Data privacy and security standards
- Fair lending practices and compliance
- Fintech partnerships and collaborations
- Sustainable banking practices adoption
- Neo-banks and digital-only players
- Future outlook and career opportunities
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