Banking Front Office Executive and Telecaller Apprenticeship Course Syllabus

Course Title

Banking Front Office Executive and Telecaller Apprenticeship Course

Course Code

BFO101

Description

This course, under the Apprenticeship Training Scheme (ATS), provides comprehensive training for banking front office executives and telecallers, covering customer service, banking operations, telecalling techniques, and client relationship management. Apprentices will gain hands-on experience through practical assignments and on-the-job training, preparing them for roles in banking and financial services. The course aligns with the National Apprenticeship Promotion Scheme (NAPS) and complies with the Apprentices Act, 1961.

Objectives

• Deliver exceptional customer service in banking front office operations.
• Master telecalling techniques for client outreach and query resolution.
• Understand banking products, services, and regulatory compliance.
• Use CRM tools and banking software to manage client interactions efficiently.

Schedule

The course spans 8 weeks, combining basic training and on-the-job practical training as per ATS guidelines. Each week focuses on specific skills essential for banking front office executives and telecallers. Below is the detailed breakdown:

Week 1: Introduction to Banking and Customer Service

Overview of banking operations, front office roles, telecalling basics, and workplace etiquette under ATS.

Week 2: Banking Products and Services

Understanding savings accounts, loans, credit cards, and other banking products.

Week 3: Customer Service Skills

Techniques for handling customer queries, complaints, and building rapport.

Week 4: Telecalling Techniques

Effective communication, script preparation, and handling objections during telecalls.

Week 5: Banking Software and CRM Tools

Using banking software and CRM platforms like Salesforce for client management.

Week 6: Regulatory Compliance and KYC

Understanding Know Your Customer (KYC) norms, anti-money laundering, and RBI guidelines.

Week 7: Sales and Relationship Management

Strategies for cross-selling banking products and maintaining long-term client relationships.

Week 8: Final Project and Assessment

Completion of a comprehensive customer service and telecalling project and preparation for the All India Trade Test (AITT) under NCVT.

Assessment Methods

Apprentice performance is evaluated through a combination of practical, theoretical, and participatory components, preparing them for the National Apprenticeship Certificate (NAC):

• Weekly Assignments: 40%
• Midterm Project: 20%
• Final Project: 30%
• Participation and Attendance: 10%

Instructor

Prof. Priya Sharma

Language

Available in: English

Status

Published

Additional Notes

Apprentices must be at least 14 years old and meet the minimum educational qualification (typically 12th grade passed or equivalent, preferably with a commerce or management background, as per trade requirements). The course includes basic training (20-25% of the program) and on-the-job training, with a stipend provided as per NAPS guidelines. Successful completion leads to the National Apprenticeship Certificate (NAC) upon passing the All India Trade Test (AITT), recognized for employment in government and private sectors.