Hard Skills
IntermediateRegulatory ComplianceThe ability to adhere to financial laws, regulations, and internal guidelines like AML (Anti-Money Laundering) and KYC (Know Your Customer) protocols.
IntermediateFinancial Product KnowledgeIn-depth understanding of banking products, interest rates, credit cards, and loan services offered by the institution.
IntermediateFinancial Software ProficiencyTechnical skill in using core banking systems, CRM software, and digital transaction platforms to manage accounts.
Soft Skills
AdvancedActive ListeningThe skill of fully concentrating on what is being said, understanding the customer's intent, and responding thoughtfully to financial needs.
IntermediateConflict De-escalationThe ability to manage and resolve disputes or frustrations expressed by customers regarding their financial accounts or fees.