Cashiers’ & Back Office Course
This course introduces participants to Cashiers’ Duties in a Banking environment and the key aspects of good cashiering.
The role of a cashier in a banking environment is very important. 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.
1. What do customers expect from us?
2. What must the Cashier deliver?
3. What qualities should a Cashier have in-order to be effective in Customer Service?
The jobholder 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.
The main objectives of this Cashiers’ Course will be:
• To cause participants to acquire skills that should enable them to perform the roles/responsibilities of a Cashier in a banking environment to expected standards.
• To cause the participants to: –
– Enhance their customer service skills and display service attitudes that lead to success.
– Be able to effectively manage their Till cash-holdings to expected standards.
• To introduce them to general security awareness in the banking environment and what actions to take in the event of a breach of Security.
• To cause participants to understand some related risk-based front office and back-office processes.
The roles of a Cashier in a banking environment.
• The qualities of a good Cashier.
• Effective Till-cash management:
– The principles of good cashiering and effective Till-cash organization
– Practical cash-counting techniques and speed tests
• Cashiers’ daily operations, Risks and Controls: –
– Start-of-day preparations
– Receiving cash
– Paying out cash
– Till-cash replenishments and evacuations
– Handling foreign exchange transactions
– End-of-day reconciliation processes and custody of cash
– Tracing a difference
• The Law relating to Cheques Processing:
– The Collecting Banker: Collecting Customers’ cheque-deposits, CTS processing and clearing
– The Paying Banker – cheque payments & clearance settlements
• Effective customer care and interpersonal relationship skills
• Effective communication in the workplace and personal etiquette
• Security Awareness:
– Branch physical security awareness
– Frauds/forgeries affecting Cash Department, identity theft, etc.
– Fake currency notes identification techniques & demonstration
• Effective cross-selling of Bank’s products & services
• AML/CFT & KYC Red-flags in Cash Department:
– Highlights from Proceeds of Crime and Anti-Money Laundering Act, 2009 [POCAMLA]
– Highlights from CBK Guidelines & Regulations
– Obligations and requirements for Cashiers’ compliance
This programme will be facilitated by qualified and experienced Trainers in the Banking Industry. This will be a 3 day programme.
Fee: Ksh. 40,000 + VAT
Duration: 16th to 18th April, 2018
Venue: Nairobi Safari Club, Nairobi
- Course Sub-Category Cashier's & Back Office Course
- Course Level Tertiary
- Qualification Awarded Certificate
- Awarding Body KIB
- CostKSh. 40,000 Training Fee
- Length Of Course 3 Days
- Class Size
- Course Location/BranchNairobi Safari Club, University Way
Target Group / Who should attend?
1. New Cashiers/Tellers,
2. All Cashiers/Tellers who require improvement on their skills,
3. Customer Service officers,
4. Graduate Management Trainees,
5. All Front-Office Staff who interact face-to-face with customers
6. All operations officers [front-office or back-office] who provide relief or back-up support to Tellers during peak hours, etc.
(This is one of the most important courses in the Bank in which all cadres of staff are recommended to under-go the training).
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The Kenya Institute Of Bankers (KIB) is the world’s leading institute for business continuity. Established in 1979, the KIB has established itself as the leading membership and certifying organization for Business Continuity professionals worldwide.
To champion best practice in the delivery of financial services education, to promote professionalism, self-regulation and acceptable standards in the Financial Services Sector, through innovative learning, codes of conduct, quality skills and competencies.
To become the leading professional body in the promotion and delivery of quality financial services education and training.
Students deserve dependable, accurate, timely, respectful and honest responses. Advisors' responsibilities to their many constituents form the foundation upon which our Core Values rest.
The Overall Responsibility of the Institute is to;
1. Produce relevantly–educated and trained career staff for the financial sector.
2. Cater for students with a wide range of abilities and backgrounds.
3. Provide Professional Qualifications and Skills Upgrading Training
4. Programmes which enjoy wide recognition and acceptance throughout the Financial Services Sector.
5. Retain and sustain continued support by Employers – Banks/Financial Institutions.
6. Be perceived by all staff/students/members to be fair and worthwhile.
7. Allow ambitious, high quality staff to acquire high qualifications.
8. Provide broad based, educational programmes for those preparing for management in the industry.