ABA Retail Banking and Marketing Training Roadmap

1-800-BANKERSwww.aba.com

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ABA Retail Banking and Marketing Training CoursesCo

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Business EtiquetteEthical Issues for Bankers

Dealing Effectively with Co-workers

Introduction to Relationship Selling

Revitalizing Customer Service Effective Referrals

Regulatory Compliance for Tellers

Certi

ficat

es

& D

iplo

mas

AIB Bank Teller Certificate

Prof

essi

onal

De

sign

atio

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Certified Bank Teller (CBT)

For more information:

• Call 1-800-BANKERS and ask to speak with an ABA Relationship Manager

• Email training@aba.com

• Visit www.aba.com.

Today’s Teller — Developing Basic Skills Teller Training

EssentialsAIB Bank Teller

Certificate Curriculum

Banking TodaySexual Harassment in the Workplace

OR OR

Man

agem

ent &

Lea

ders

hip

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Head Teller

Com

plia

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Wor

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Fund

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tals

Sale

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ce

Business EtiquetteEthical Issues for Bankers

Dealing Effectively with Co-workers Banking Today

Introduction to Relationship Selling

Revitalizing Customer Service Effective Referrals

Regulatory Compliance for Tellers

Today’s Teller — Developing Basic Skills Teller Training Essentials

AIB Bank Teller Certificate Curriculum

Cross-Selling Deposit Products

Certi

ficat

es

& D

iplo

mas

AIB Supervisor Certificate

AIB Bank Teller Certificate

Prof

essi

onal

De

sign

atio

n

Certified Bank Teller (CBT)

OR OR

Managing Change Managing Time at Work Writing Bank Correspondence Presentation Skills

AIB SupervisorCertificate Online CourseOR ORAIB Supervision

AIB Supervisor Certificate Curriculum

Sexual Harassment in the Workplace for Managers

LegendInstructor-

led Online

Reference Materials

Self-paced Online

Classroom Delivery

ABA Retail Banking and Marketing Training CoursesCe

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ates

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Customer Service Representative (New Accounts)

Ethical Issues for Bankers

Dealing Effectively with Co-workers

Introduction to Relationship Selling

Revitalizing Customer Service

Building & Retaining Customer Relationships Effective Referrals

Regulatory Compliance for Customer Service

Representatives

Cross-SellingDeposit Products

Referring Mutual Funds & Securities Customers

Referring Trust Customers

Understanding Bank Products

Referring Insurance & Annuities Customers

Telephone Etiquette

AIB Customer ServiceRepresentative Certificate

Prof

essi

onal

De

sign

atio

n

Certified Customer Service Representative

(CCSR)

Banking Today Sexual Harassment in the Workplace

Building & RetainingCustomer Relationships Event Based Selling

Calling on Small Business Customers

Certi

ficat

es

& D

iplo

mas

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Branch Manager

Com

plia

nce

Wor

kpla

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Fund

amen

tals

Sale

s & S

ervi

ce

Principles of Banking Business Etiquette

Fundamentals ofConsumer Lending

Fundamentals ofSmall Business Banking

Revitalizing Customer Service

Effective ReferralsReferring Insurance & Annuities Customers

Referring Trust Customers

Referring Mutual Funds & Securities Customers

Man

agem

ent &

Lead

ersh

ip

Banking & Finance Terminology Telephone Briefings

Refe

renc

e

Fundamentals ofMortgage Lending

Ethical Issues for Bankers

AIB Retail Branch Management Diploma

Sales Coaching in the Bank

Law & Banking:Applications

Law & Banking:Principles

Servicing and Growing Small Business Relationships

Successful Sales Campaigns

Introduction to Relationship Selling

Bank Secrecy Act (BSA)for Lenders

Managing Change Managing Time at Work Writing Bank Correspondence Presentation Skills

AIB SupervisorCertificate Online CourseOR ORAIB Supervision

AIB Supervisor Certificate Curriculum

Sexual Harassment in the Workplace for Managers

LegendInstructor-

led Online

Reference Materials

Self-paced Online

Classroom Delivery

ABA Retail Banking and Marketing Training CoursesCo

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Know

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Personal Banker/Financial Services Representative

Sale

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Writing Bank Correspondence

Ethical Issues for Bankers Managing Time at Work

Dealing Effectively with Co-workers

Regulatory Compliance for Personal Bankers

Fundamentals of Consumer Lending

Principles of Banking

Overview of Financial Statements

Banking & Finance Terminology

Com

plia

nce

Introduction to Relationship Selling

Cross-Selling Deposit Products

Building & Retaining Customer Relationships Effective Referrals

Profiling Mortgage Prospects

Referring Insurance & Annuities Customers

Referring Mutual Funds & Securities Customers

Referring Trust Customers

Consumer Credit Products

Refe

renc

e

Tele-Consulting

Certi

ficat

es &

Dip

lom

as

AIB Personal Banking Diploma

Prof

essi

onal

De

sign

atio

n

Certified Personal Banker

(CPB)

Telephone EtiquetteSexual Harassment in the Workplace

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Call Center Representative

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Banking TodayEthical Issues for Bankers

Dealing Effectively with Co-workers

Introduction to Relationship Selling Effective Referrals

UnderstandingBank Products

Regulatory Compliance for Call Center

Representatives

Tele-Consulting

Cross-Selling Deposit Products

Telephone EtiquetteRevitalizing

Customer Service

Certi

ficat

es

& D

iplo

mas AIB Call Center

RepresentativeCertificate

AIB Call Center Certificate Curriculum

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Call Center Supervisor

Sale

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ervi

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Banking TodayEthical Issues for Bankers

Dealing Effectively with Co-workers

Introduction to Relationship Selling Effective Referrals Understanding

Bank Products

Regulatory Compliance for Call Center

Representatives

Tele-Consulting

Cross-Selling Deposit Products

Telephone EtiquetteRevitalizing

Customer Service

Man

agem

ent

& Le

ader

ship

Certi

ficat

es

& D

iplo

mas

AIB Call CenterRepresentative Certificate

AIB Supervisor Certificate

AIB Call Center Certificate Curriculum

Managing Change Managing Time at Work Writing Bank Correspondence Presentation Skills

AIB SupervisorCertificate Online CourseOR ORAIB Supervision

AIB Supervisor Certificate Curriculum

Sexual Harassment in the Workplace for Managers

© Copyright 2008 by the American Bankers Association, Washington, DC

LegendInstructor-

led Online

Reference Materials

Self-paced Online

Classroom Delivery

Classroom DeliveryClassroom delivery of AIB courses offers your bank the opportunity to teach our core AIB titles, and our half-day and day-long training programs, in the bank. This allows you ultimate flexibility in scheduling and the ability to customize the content to your audience and your bank’s policies and procedures. In some states, AIB Classes are held at local financial institutions or community colleges though a Local ABA Training Provider.

Instructor-Led Online TrainingInstructor-led AIB Online Courses are similar to classroom courses. They start and end on specified dates and, where applicable textbooks

Key to AIB Course Delivery Options

are sent to students prior to the beginning of class. Students log on to the Internet at any time to complete assignments. Assignments and examinations are completed on the Internet. Instructors take an active role in contacting students and assigning homework.

Self-Paced Online TrainingSelf-paced Internet-delivered classes are from one to eight hours long. Students can begin at any time, on any day, since all coursework and quizzes are completed over the Internet and no textbook is needed.

Reference Materials

ABA Retail Banking and Marketing Training CoursesCo

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Know

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Business Development Officer

Sale

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ervi

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lace

Fund

amen

tals

Com

plia

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Ethical Issues for Bankers

Writing Bank Correspondence Presentation Skills

Dealing Effectively with Co-workers

Revitalizing Customer Service

Introduction to Relationship Selling

Building & Retaining Customer Relationships

Successful Sales Campaigns

Bank Secrecy Act USA PATRIOT ActOffice of Foreign Asset

Control (OFAC) FDIC Deposit InsurancePrivacy for Customer Contact Personnel

Community Reinvestment Act

Principles of Banking

Managing Time at Work

Calling on Small Business Customers

Servicing & Growing Small Business Relationships

Event Based Selling

Telephone Briefings

Marketing Financial Services

ConsumerLending

Business Etiquette

Meetings That WorkTelephone Etiquette

Tele-ConsultingProfiling Mortgage

ProspectsSales Coaching

in the Bank

Man

agem

ent &

Lead

ersh

ip Rewards & RecognitionCoaching for SuccessHiring the Best Performance

Management Corrective Action

Banking & Finance Terminology

Refe

renc

e

AIB SupervisionAIB Supervisor Certificate

Online CourseManaging ChangeManaging

Employee Relations OR

LegendInstructor-

led Online

Reference Materials

Self-paced Online

Classroom Delivery

Core

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Bank Marketer

Sale

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Fund

amen

tals Principles of Banking Economics for Bankers

Ethical Issues for Bankers

Financial & Business Planning for

Bank Marketers

Marketing Financial Services

Refe

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Marketing Network Telephone Briefings Bank Marketing Magazine

Dealing Effectively with Co-workers

Certi

ficat

es

& D

iplo

mas

School of Bank Marketing and Management

Prof

essi

onal

De

sign

atio

n

Certified Financial Marketing Professional

(CFMP)

Event Based Selling

Managing Time at Work

Financial & Business Planning for

Bank Marketers

Successful Sales Campaigns

Marketing Financial Services

ABA Marketing Network Telephone Briefings ABA Bank Marketing Magazine

School of Bank Marketing and Management

AIB Bank Marketing Diploma

Certified Financial Marketing Professional

(CFMP)

Project Management Fundamentals

Sexual Harassment in the Workplace

American Bankers Association1120 Connecticut Ave., NWWashington, DC 20036

1-800-BANKERSwww.aba.com

Banking and Finance Terminology