Banking
The Year Up United training program for Banking focuses on equipping graduates with a strong foundation in customer service, sales support, fraud prevention, and financial product servicing, preparing graduates for a variety of entry-level roles in the banking sector.
Explore below the roles that the graduates of this program are ready for and the competencies they have been trained in.
Role pathways for graduates of the Banking program
Personal Banking
- Developing relationships with retail banking customers.
- Resolving customer issues, understanding their financial needs, and providing solutions through financial products.
- Typically working in a bank branch or call center setting.
Consumer Fraud Support
- Responding to fraud-related inquiries from retail and small business customers.
- Resolving issues and escalating them appropriately.
Inbound Sales/Inbound Sales Support
- Handling inbound customer inquiries.
- Providing customer support and generating sales through cross-selling and upselling.
Financial Advisory/Other Licensed Sales Support
- Providing operational support and analysis to financial advisors, investment associates, insurance agents, or other licensed sales staff.
Loan/Financial Products Servicing
- Responding to inquiries related to financial products.
- Executing transactions for retail banking and small business customers, typically in a call center environment.
Summary of the key competencies developed during the one-year training
Customer-Based Communications
- Customer Written Communications: Effective communication strategies for text-based virtual mediums.
- Customer Verbal Communications: Skills in managing tone, projecting confidence, and adapting communication style.
- Customer Relationship Building: Techniques for developing trust, credibility, and rapport with customers.
- Navigation of Challenging Customer Behaviors: Strategies for handling objections and challenging behaviors.
- Customer Problem Identification: Skills in understanding customer needs through effective inquiry and problem-solving.
- Customer Solution Delivery: Guiding customers through solutions and self-service resources.
Customer-Facing Presentation
- Company Brand Representation: Communicating the company brand and applying core values.
- Company Policy Alignment: Adapting policies and procedures to customer interactions.
- Product Presentation: Describing products and services using available resources.
Customer Serive Fundamentals
- Multitask Execution: Balancing conversation with transactional tasks.
- Call Script Usage: Using scripts flexibly for compliance and effective interaction.
- Escalation: Recognizing the need for and executing escalation processes.
- Notetaking: Writing clear and complete notes for customer interaction follow-up.
- Banking
- Resource Navigation & Solution Discovery: Efficiently locating information and solutions using various tools.
- KPI Navigation: Meeting and maintaining performance metrics for customer engagement.
- CRM System Navigation: Using CRM systems for customer information management, reporting, and engagement cycle management.
Sales Fundamentals
- Sales Navigation: Understanding various sales and support roles.
- Value Proposition Articulation: Describing product value propositions to customers.
- Sales Techniques: Applying selling techniques for sales execution and closure.
- Cross-Selling & Upselling Identification: Identifying opportunities for cross-selling and upselling.
Banking
- Basic Banking Product Presentation: Clearly describing the features, benefits, and risks of banking products.
- Banking Website & Resources Navigation: Utilizing company websites and resources for product and service information.
- Cash Handling: Accurately handling cash during customer interactions.
- Banking Transactions Execution: Executing banking transactions and processes with accuracy and efficiency.
