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Responding to the industry’s feedback on the absence of structured training for Covered Persons who assist Client Advisers/Relationship Managers in servicing high-net-worth (HNW) clients, WMI launched the first and only IBF-STS certification programme designed specifically for this critical role.
Developed in collaboration with WMI’s Expert Panel of senior practitioners in leading banks, CSA Level 1 aims to impart knowledge, competencies and applied skills through these overarching themes:
These themes are accredited against IBF’s Skills Framework for Customer Service Officer
(CSO).
There are three IBF-STS accredited modules; two modules under CSA Level 1 and one module from Certified Private Banker (CPB)
Level 1. Participants who have completed WMI’s CPB Level 1 Ethical Conduct are eligible for exemption* when taking CSA Level 1.
Participants may select any single module or complete all modules at their own pace to achieve IBF Qualified (Level 1) in
Private Banking & Wealth Management – Relationship & Sales Management.
*: Eligibility applies when participants complete CSA Level 1 within 5 years from the end date of the first module they have taken under this programme.
This 8-hour module equips participants with the skills to incorporate design thinking to develop deeper customer insights, overcome service challenges and implement effective solutions, processes and new offerings to forge an additional anchor in the client relationship.
Participants will see how day to day issues could be addresses using a problem solving framework. The module also covers use of qualitative research, observation studies, retrospective interview, data analysis to redesign business processes and optimise the performance and speed of client engagement. Participants will also be challenged to translate valuable findings to rethink and reinvent what is existing by exploring new perspectives and value propositions by applying the Design Thinking problem solving methods.
Total Training Duration / CPD Hours : 8
Classroom Hours : 8
This 8-hour IBF-STS module introduces how technology has impacted the role of the front office and how the role of the CSO has evolved since the start of the pandemic. Recognizing how their role has evolved, participants will be taught skillsets to establish new or maintain existing trusted relationships with their HNW. Achieving service excellence and effective account is sometimes challenging as the CSO has to manage various stakeholders such as the Client Advisor, Operations & IT, Product Managers, Specialists etc. The session will therefore cover best practices for successful stakeholder management.
Total Training Duration / CPD Hours : 8
Classroom Hours : 8
The module highlights the importance of not just doing what is legal, but what is right.
Learn more about professional and personal ethics and how they may be impacted by the environment you work in and/or the persons you work for or with.
Total Training Duration / CPD Hours : 4
Core FAA CPD : 4
Online Hours : 4
Private Banking Client Service Officer with 0 to 3 years of experience
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Participants who successfully complete the programme will be awarded:
Accreditation
IBF-STS
Certification
Participants who successfully complete the programme will be awarded:
WMI Certificate of Achievement
IBF Certification
Note:
The information above is correct at the time of publication. Wealth Management Institute reserves the right to amend the fees and/or terms and conditions as appropriate.
Every module is eligible for IBF-STS funding for direct training costs. T&Cs apply. Participants are advised to assess the suitability of the programme and its relevance to their business activities or job roles. Find out more at https://www.ibf.org.sg/programmes/Pages/IBF-STS.aspx
Dates published may subject to change.
