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BankEnglishTrainingCourseware目錄FundamentalsofBankingBankingServicesEnglishProfessionalEnglishvocabularyforbanking目錄EnglishcommunicationskillsforbanksBankEnglishCaseAnalysisFundamentalsofBanking01BankasaninstitutionAbankisafinancialinstitutionthatprovidesarangeofservicessuchasacceptingdeposits,lending,andinvestmentmanagementHistoryofbankingThehistoryofbankingdatesbacktoambienttimes,evolvingfromsimplemoneystoragetocomplexfinancialservicesBankingregulationBanksaresubjecttoregulationsthatensurefinancialstability,consumerprotection,andfaircompetitionBankOverviewServingindividualandsmallbusinesses,offeringproductssuchascheckingaccounts,loans,andsavingsaccountsRetailbankingServinglargebusinessesandprovidingfinancing,treatmentmanagement,andinvestmentbankingservicesCorporatebankingEngaginginactivitiessuchasunderwritingandadvisingonsecurityissues,mergersandacquisitions,andprovidingwealthmanagementservicesInvestmentbankingBankingbusinesstype010203Responsiblefortheoveralloperationandstrategicdirectionofthebank,includingtheCEO,COO,andCFOBankmanagementDividedintofunctionaldepartmentssuchasretailbanking,corporatebanking,investmentbanking,andriskmanagementDepartmentalstructureBranchesaretheprimarysalesandservicechannelsforretailbankingproductsandservicesBranchstructureBankorganizationalstructureBankingServicesEnglish02Greencustomerswarmandpolite01Usephraseslike"Goodmorning/afternoon/evening,welcometoourbank.HowmayIassistyoutoday?"tomakecustomersfeelateaseListenattentively02Ensurethatyouunderstandthecustomer'sneedsandansweranyquestionstheymayhaveProvideinformation03InformcustomersabouttheservicesandproductsavailableatthebankReceiptofCustomersWelcomecustomersLetcustomersknowthatyouareavailabletoassistthemwiththeirdepositbusinessCollectnecessaryinformationAskfortheamountandtypeofdeposit,aswellastheaccountnumberVerifyinformationDoublechecktheinformationprovidedbythecustomertoensureaccuracyDepositbusiness030201
WithdrawnbusinessWelcomecustomersLetcustomersknowthatyouareavailabletoassistthemwiththeirwithdrawalbusinessVerifyidentityAskforidentificationdocumentsandconfirmtheaccountnumberProcessthewithdrawalEnsurethatthewithdrawalisprocessedquicklyandeffectivelyAssessthecustomer'screditworthinessCollectrelevantinformationaboutthecustomer'sincome,employmentstatus,andfinancialsituationtodeterminetheircreditworthinessExplainloantermsandconditionsDiscusstheinterestrate,paymentschedule,andanypenaltiesassociatedwiththeloanFinalizetheloanagreementEnsurethatallpartiesunderstandandagreetothetermsoftheloanagreementLoanbusinessForeignexchangebusinessEnsurethattheexchangeisprocessedquicklyandeffectively,andprovidecustomerswithareceiptfortheirrecordsProcesstheexchangeInformcustomersaboutcurrentexchangeratesandanyapplicablefeesorcommissionsProvideinformationaboutexchangeratesAskfortheamountandtypeofcurrencyexchange,aswellasthedestinationcurrencyCollectnecessaryinformationProfessionalEnglishvocabularyforbanking03FinanceTerminologyrelatedtofinancialmarkets,includingstocks,bonds,andderivativesAccountingBasicaccountingtermsandprinciples,suchasbalancesheet,incomestatement,andcashflowstatementInvestingKeyinvestmenttermsandconcepts,includingportfoliomanagement,diversification,andriskmanagementFinancialvocabularyBankingvocabularyTerminologyusedtodescribedifferenttypesofbanksandbankingorganizationsBankingproductsSpecificproductsofferedbybanks,suchasloans,deposits,andcreditcardsBankingservicesGeneraltermsusedtodescribetheservicesprovidedbybanks,includingtransactionprocessing,wealthmanagement,andinsuranceBankinginstitutionsDepositsTerminologyrelatedtothedepositsoffundswithabank,includingcheckingaccountsandsavingsaccountsCreditcardsTerminologyusedtodescribecreditcardfeaturesandterms,suchascreditlimit,interestrate,andannualfeeLoansTerminologyusedtodescribedifferenttypesofloans,suchashomeloans,autoloans,andpersonalloansBankproductprocurementEnglishcommunicationskillsforbanks04ItisimportanttousethecorrectethicsandaddresscustomerswiththeirpreferredtitlestoshowrespectPolelanguageisessentialinthebankingindustryasitcreatesapositivecustomerexperienceandmaintainsprofessionalismUsingpolicyexpressionssuchas"Thankyou,""Iapologize,"and"Youarewelcome"establishtrustandrespectbetweenthecustomerandthebankrepresentativePolelanguageEffectivecommunicationskillsarecriticalforbanksastheyinvolvecomplextransactionsandsensitiveinformationClearanddecidelanguage,propergrammar,andaccuratevocabularyareessentialforeffectivecommunicationListeningactively,askingclarifyingquestions,andparaphrasingtoconfirmunderstandingarealsoimportantcommunicationskillsEffectivecommunicationHandlingcomplaintseffectivelyisanintegralpartofcustomerserviceinthebankingindustryComplaintshandlingrequiresaprofessionaltitle,acalldemander,andtheabilitytomanageemotionstoensureapositiveoutcomeforboththecustomerandthebankItinvolvesapologizingwiththecustomer,activelylistening,andofferingsolutionsoralternativestoresolvetheissueHandlingcomplaintsBankEnglishCaseAnalysis05123AcertainbanksuccessfullyattractedhighnetworthcustomersbyprovidingpersonalizedservicesCase1Acertainbankutilizesbigdataanalysis,precisionmarketing,andimprovescustomersatisfactionCase2Acertainbankimprovescustomerexperienceandincreasescustomerstickinessbyoptimizingbu
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