Certified Customer Service Representative (CCSR)

• Sales
  • Introduction to Relationship Selling
    
  • Understanding Bank Products
    
  • Cross-Selling Deposit Products
  
  
  
• Customer Service
  • Effective Referrals
    
  • Revitalizing Customer Service
    
  • Building and Retaining Customer Relationships

• Privacy and Security
  • Bank Secrecy Act (BSA)
    
  • Office of Foreign Asset Control (OFAC)
    
  • USA PATRIOT Act
    
  • Privacy for Customer Contact Personnel
  
  
  
• Deposits
  • Expedited Funds Availability Act, Regulation CC
    
  • Truth in Savings Act, Regulation DD
    
  • Electronic Funds Transfer Act, Regulation E
  
  
  
• General Account Inquiries
  • Reserve Requirements of Depository Institutions, Regulation D
    
  • Electronic Funds Transfer Act, Regulation E
  
  
  
• Equal Treatment
  • Americans with Disabilities Act (ADA)
    
  • Community Reinvestment Act (CRA)

• Dealing Effectively with Co-Workers
  
• Telephone Etiquette
  
• Communication and Listening Skills

• A proctored exam at the candidate’s company, with an ICB-certified member serving as exam proctor
  
• At an exam site that is within 2 hours driving time from the candidate's company

• Professional Experience & Education - A minimum of six (6) months of experience as a bank teller and completion of the American Institute of Banking (AIB) Customer Service Representative Certificate
  
• Professional Reference - One letter of recommendation is required from a senior manager attesting to your qualifications for certification including your experience as a bank teller and your ethical character
  
• Ethics Statement - Each candidate must sign ICB's Professional Code of Ethics statement, which is the last page of the application.
  
• Application – Candidates must complete and submit an application, affirming that they comply with the eligibility requirements at the time of submission; application fee is $50, covers exam as well

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