Retail Banking I
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What is Retail Banking I?
Retail Banking I provides the comprehensive set of practical multi-disciplinary competencies required to support the transformation in retail banking.
Candidates experience a customer journey through a lens of key banking functions and processes, and their evolution driven by technology. They are equipped with business acumen and technical skills that bridge retail bank knowledge siloes and deliver sustainable value.
Upon completion, Candidates will have a deep understanding of the end-to-end customer experience to make more informed and faster decisions that drive customer-centric outcomes and create customer lifetime value for the bank.
What will you learn by taking this course?
- Identify an ethical model for customer-centric retail banking and apply this model to follow an appropriate course of action when faced with an ethical dilemma
- Describe the core services of a retail bank and explain the value of these services to customers
- Apply a sales process to increase the value of sales, both to customers and to the retail bank
- Determine the key methods used to understand customers and digital marketing opportunities by evaluating some of the latest tools and techniques
- Determine and apply specific sales strategies for digitally innovative services
- Demonstrate the links between customer service quality, customer satisfaction and customer loyalty
- Understand the operational challenges introduced by digital disruption across a retail bank’s front, middle and back offices
- Respond to the changing roles of channels in delivering effective customer relationship management
With Moody’s Analytics eLearning:
- You will remain engaged in training, thanks to our interactive presentations and video lectures
- You will elevate your professional currency by completing a course from a globally recognized leader in the retail banking space
- You will develop skills you can immediately apply on the job, to instantly transform your performance
Is there a pathway?
Continue your learning journey and progress your career by entering onto the next level of the Certified Retail Banker (CRB) curriculum.
Retail Banking II is the second level of the CRB curriculum which focuses on the competencies required to build and manage high-performing, cross-functional, agile teams in support of the transformation in retail banking and sustainable profitability.
What is the exam structure?
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- The examination for Retail Banking I comprises two parts, each lasting a period of two hours. There is an eight-minute break between each part. Each part of the examination is conducted independently.
- The first part (hereafter, Part A) comprises 80 multiple-choice questions. Each question has only one correct answer. Each question is worth one mark for a total of 80 marks.
- Questions in Part A examine for mastery of key principles and concepts presented in each module.
- The second part (hereafter, Part B) comprises six scenarios or mini-cases. Each of these six scenarios or mini-cases requires answers to eight multiple- choice questions. Each scenario or mini-case is worth eight marks for a total of 48 marks.
- Questions in Part B examine for mastery of key principles and concepts presented in each module. Each question describes a retail banking scenario or a real banking case.
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- The examination for Retail Banking III comprises two parts, each lasting two hours. There is an eight-minute break between each part. Each part of the examination is conducted independently.
- The first part (hereafter, Part A) comprises 60 multiple-choice questions on the six modules and lasts for a period of two hours. Each question is worth one mark for a total of 60 marks.
- Questions in Part A examine the mastery of key principles and concepts presented in each module.
- The second part (hereafter, Part B) comprises six compulsory scenarios or mini-cases. Each scenario or mini-case has a set of eight multiple-choice questions that is worth one mark for a total of 48 marks.
- Questions in Part B examine for mastery of advanced principles and concepts presented in each module. Participants will be examined on their respective abilities to demonstrate how the various retail banking issues covered in the different modules of this course are connected.
Criteria for Passing the Retail Banker (CRB) Examinations
In calculating the final grade, equal weighting is given to each part of the examination.
A candidate is deemed to have passed the examination if he/she obtains a minimum overall score of 55% and a minimum score of 50% in each part of the examination.
For Retail Banking I, there is an additional requirement to pass the Ethics section of the exam with a minimum overall score of 55%.
Assessments will be made against a marking scheme that has been agreed by at least three parties.
