Overview
Retail banking refers to the provision of banking products
and financial services to individuals, households, small businesses,
and other personal customers. It is often described as consumer
banking because it focuses on the day-to-day financial needs of
customers rather than large corporate or institutional clients.
Retail banking is one of the most visible parts of the banking industry.
Customers interact with retail banks when they open savings or current
accounts, receive salaries, withdraw or transfer money, apply for personal or
mortgage loans, use debit cards, make mobile payments, or access internet
banking.
The fundamental purpose of retail banking is to mobilize savings,
provide credit, facilitate payments, manage financial transactions, and deliver
convenient financial services to customers.
A simplified retail banking cycle is:
Customer deposits → Bank mobilizes funds → Bank provides
loans/investments → Customers make payments → Bank earns income → Customers
receive financial services
Retail banking therefore contributes significantly to financial
intermediation, economic activity, financial inclusion, household financial
management, and economic development.
Target
Participants
- Retail banking officers
- Branch managers
- Relationship officers
- Customer service officers
- Credit officers
- Bank operations staff
- Sales and marketing officers
- Risk and compliance officers
- SACCO and microfinance professionals
- Finance professionals
- Banking trainees and supervisors
FUNDAMENTALS OF RETAIL BANKING
Module
1: Introduction to Retail Banking
- Meaning and evolution of retail banking
- Role of retail banking in the financial system
- Characteristics of retail banking
- Retail banking versus corporate banking
- Retail banking business model
- Role of banks in economic development
- Structure of a retail banking operation
- Key stakeholders in retail banking
Module
2: Retail Banking Products and Services
- Current accounts
- Savings accounts
- Fixed and term deposits
- Personal loans
- Mortgage loans
- Asset finance
- Salary-based lending
- Overdrafts
- Credit cards
- Debit cards
- Mobile banking
- Internet banking
- Money transfer services
- Foreign exchange services
- Bancassurance
- Investment products
Module
3: Customer Acquisition and Relationship Management
- Customer identification and segmentation
- Customer needs analysis
- Customer onboarding
- Customer relationship management
- Customer value proposition
- Cross-selling and up-selling
- Customer retention strategies
- Customer experience
- Handling customer complaints
- Service recovery
- Building customer loyalty
RETAIL CREDIT, OPERATIONS AND RISK MANAGEMENT
Module
4: Retail Credit Management
- Principles of retail lending
- Types of retail credit
- Loan application process
- Credit assessment
- The 5 Cs of credit
- Income and affordability assessment
- Credit scoring
- Loan pricing
- Collateral and guarantees
- Loan approval
- Loan disbursement
- Loan monitoring
- Loan restructuring
- Early warning indicators
Module
5: Retail Loan Portfolio Management
- Portfolio quality
- Loan classification
- Non-performing loans
- Delinquency management
- Arrears monitoring
- Debt collection
- Loan recovery
- Write-offs
- Provisioning
- Credit concentration
- Portfolio performance indicators
Module
6: Retail Banking Operations
- Account opening
- Customer identification
- Cash management
- Cheque processing
- Electronic payments
- Funds transfers
- Account maintenance
- Transaction processing
- Reconciliation
- Branch operations
- Operational controls
- Segregation of duties
Module
7: Risk Management in Retail Banking
- Credit risk
- Operational risk
- Liquidity risk
- Market risk
- Fraud risk
- Cybersecurity risk
- Reputational risk
- Compliance risk
- Risk identification and assessment
- Internal controls
- Risk mitigation strategies
DIGITAL BANKING, COMPLIANCE AND RETAIL BANKING
STRATEGY
Module
8: Digital and Mobile Banking
- Evolution of digital banking
- Mobile banking
- Internet banking
- Agency banking
- Digital wallets
- Contactless payments
- Electronic funds transfers
- Digital lending
- FinTech and banking partnerships
- Artificial intelligence in retail banking
- Open banking
- Digital customer onboarding
Module
9: Compliance, KYC and AML
- Know Your Customer (KYC)
- Customer due diligence
- Enhanced due diligence
- Anti-money laundering
- Counter-terrorist financing
- Suspicious transaction monitoring
- Sanctions screening
- Consumer protection
- Data protection
- Record keeping
- Regulatory reporting
- Compliance culture
Module
10: Fraud Prevention and Cybersecurity
- Common forms of banking fraud
- Card fraud
- Identity theft
- Account takeover
- Phishing and social engineering
- Mobile banking fraud
- Insider fraud
- Transaction monitoring
- Fraud detection
- Fraud prevention controls
- Cybersecurity awareness
- Incident response
Module
11: Retail Banking Sales and Profitability
- Retail banking sales strategies
- Customer segmentation
- Product profitability
- Customer lifetime value
- Pricing strategies
- Fee-based income
- Cross-selling
- Relationship banking
- Sales performance management
- Branch profitability
- Customer acquisition cost
- Retention strategies
Module
12: Emerging Trends and Future of Retail Banking
- Artificial intelligence
- Machine learning
- Digital-only banks
- FinTech disruption
- Embedded finance
- Open banking
- Biometric banking
- Blockchain applications
- Personalization
- Sustainable banking
- Financial inclusion