1.0  INTRODUCTION

This Africa Institute for Capacity Development (AICD) course introduces participants to Cashiers’ Duties in a Banking environment and the key aspects of good cashiering. Cashiers are among the front office service providers in a Bank and therefore are the first contact point customers make with the Bank. The way Cashiers perform their roles significantly influences the impression customers develop about your Bank.

• What do customers expect from us?
• What must the Cashier deliver?
• What qualities should a Cashier have in-order to be effective in Customer Service?

The job holder requires some adequate preparation through internally-based on-the-job training as well as institutionally-based external training in order to create a solid Cashier for a Bank who will achieve the required service excellence and operational performance standards expected in a commercial banking environment.

2.0  WHO SHOULD ATTEND?

This course is relevant to:

• Cashiers/Tellers in SMEs & MFIS (both new and those who need to enhance their knowledge)
• Customer Service officers.
• Graduate Management Trainees.
• Front-Office Staff.
• Operations officers [front-office or back-office]
• Tellers
• Cash officers and
• Bank, Central Bank and Banking Regulations organization Staff

3.0  COURSE OBJECTIVE

To course aims at enhancing participants’ skills and knowledge in handling cash and customers as follows:

• Enhance participants’ skills that should enable them to perform the roles/responsibilities of a Cashier in a banking environment to expected standards
• Enable participants to enhance their customer service skills and display service attitudes that lead to success.
• Enable them to effectively manage their Till cash-holdings to expected standards.
• Introduce them to general security awareness in the banking environment and what actions to take in the event of a security breach.
• Help participants understand some related risk-based front office and back-office processes

4.0  COURSE CONTENT

1. Introduction to cashiering
2. The role a cashier and responsibilities of a receiving and paying cashier
3. Qualities of a cashier
4. Introduction to various types of accounts
5. Frauds and forgeries
6. Stress management
7. Personal etiquette and grooming
8. Model bank role play; balancing the day’s work and tracing differences
9. Effective communication
10. Effective customer care
11. Personal etiquette and professional ethics
12. Anti-Money Laundering
13. Bank security measures and procedures
14. Back-office operations, records and documentation

5.0  CERTIFICATION

By the successful completion of your course, you will get a hard copy certificate. Our courses are fully with updated industry knowledge and skills that aim at making you an expert in the field. The hard copy of the certificate is also available and can be sent to your address.

6.0  COURSE METHODOLOGY

The course uses a mix of interactive techniques, such as brief presentations by the consultant, group exercises case studies and using Microsoft office tool to apply knowledge acquired throughout the course followed by participants’ presentations of the results.

7.0  COURSE STRUCTURE

The course duration is 5 full days.

• The course is presented in the form of a power point presentation
• The course includes a Q &A session and some evaluation quizzes

For more information, please contact:

PIERRE DUPLIS BRENNER

The Admission Director

AFRICA INSTITUTE FOR CAPACITY DEVELOPMENT (AICD)

HEAD OFFICE:

21 Detroit Plaza |Pretoria Road|Kempton Park|

Gauteng. SOUTH AFRICA

Telephone : +27 733797377

Whatsapp Number : +27 733797377

Email:info@aicdtraining.com

https://aicdtraining.com/

OUR SERVICES:

TRAINING| SHORT COURSES| CONSULTANCY| RESEARCH| RECRUITMENT| MANAGEMENT CONSULTING

IN PARTNERSHIP WITH:

SADC Institute of Commerce and Industrial Practice
Gauteng. SOUTH AFRICA