Certified Customer Service Representative (CCSR)

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Bank Training Center offers CCSR training and certification information for those individuals interested in earning the prestigious Certified Customer Service Representative certification.

The Certified Customer Service Representative (CCSR) certification is the undisputed professional credential for financial services professionals who have completed the AIB Customer Service Representative Certificate and who function as customer service representatives.

The CCSR designation signifies that an individual working in this field has attained comprehensive training in the following professional knowledge areas: Sales and Service, Banking Basics, Specific Business Competencies, and Ethics.

Curriculum

Candidates must pass an examination that covers the knowledge areas below:

1. Sales and Service (70% of the exam)

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

2. Banking Basics - Regulatory Compliance for Bank Tellers (20% of the exam)

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)

3. Specific Business Competencies (5% of the exam)

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

4. Ethics - Ethical Issues for Bankers (5% of the exam)

Examination Requirements

The qualifying exam consists of 75 multiple-choice questions; one-and-a-half hours is provided in which to complete the exam. Candidates may retake the exam if they do not pass; the exam re-take fee is $25. Candidates have the option of taking the exam in one of two formats:

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

Additional Requirements

Candidates must meet the experience, education, ethics and examination requirements determined to be competency measures for bank tellers:

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

Continuing Education Requirements

Each certificant must complete six (6) credits of continuing education every three (3) years; fifty (50) minutes of instruction equals one (1) credit. Certificants are allowed to carry over up to two (2) credits per three-year cycle.

An annual membership fee of $25 also is required to keep certification active.

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Bank Training Center offers Certified Customer Service Representative program information for those individuals interested in earning the prestigious CCSR certification.