How to improve your retail digital banking skills

22 January, 2021Mutahara Gofur

Banking and finance is rapidly changing and Covid-19 has accelerated the pace of digitisation. As a banker you need to update your skills and digital knowledge to keep up. That’s why we recently designed and launched our Certificate in Retail and Digital Banking (CertRDB). And with a discount for CertRBCB holders, there’s never been a better time to consider upgrading your qualification.

How Covid-19 has affected the banking sector

black headset on yellowOnline and mobile banking means people can manage their finances from the comfort of their own homes. Although the digitalisation process was well underway before the pandemic, Covid-19 has played a big part in speeding it up.

Research by RFi Group in 2020 found that:

  • 71% of consumers globally are now using digital banking channels weekly
  • in the UK, this rises to 73%, which is above the global average
  • 57% of people used mobile banking in 2020, compared to 52% in 2019

Many banks have moved their staff to home working, which means they’re relying on technology to communicate with customers. This increases the risk of vulnerable and elderly customers being scammed.

Managing banking customers’ expectations

Digital disruption also means changes in customer expectations. Even before Covid-19, research by EY in 2019 found that:

  • many small to medium enterprises (SMEs) switched from banks to fintechs
  • SMEs were attracted to fintechs because they’re available 24/7

“Banks are reducing the number of roles in branches and staff are now expected to provide a wider range of services to customers,” says Rob Thompson, our Head of Banking Services.

“This means staff have had to upskill and become more knowledgeable as well becoming proficient in dealing with customers via digital channels rather than face to face.”

So, in these uncertain times, how can you continue to thrive in the banking sector and progress in your career?

Why study CertRDB

We created our Certificate in Retail and Digital Banking (CertRDB) qualification to help you get the skills you need to provide the best customer service you can, in a constantly changing sector.

“The pandemic has created a significant increase in the number of financially vulnerable customers and requires retail banking staff to provide further support to help them manage their finances,” says Thompson.

“CertRDB addresses these challenges and more – providing learners with the knowledge, understanding and skills required for modern day retail banking.”

You can count CertRDB towards the Diploma in Retail Banking Conduct of Business (DipRBCB) and the Professional Diploma in Banking and Finance (PDipB&F) – the first stage in working towards chartered status. While studying with us, you’ll be provided with free student membership and also be able to attend webinars and events with industry leaders.

You can complete CertRDB at your own pace over 6-12 months. Our multi-channel digital learning allows you to study on any device, whenever and wherever is best for you.

If you have already completed your Certificate in Retail Banking Conduct of Business (CertRBCB) qualification with us, you are also eligible for a 50% discount on CertRDB. You'll receive a discount code from us by email. There's no deadline for this discount, so you can take advantage of it when you’re ready.

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