Course Details
Strengthening Frontline Excellence: Core Tellering, Card Management, Service Recovery, and Compliance
In a highly regulated and ever-evolving financial services landscape, the frontline remains the heart and face of every financial institution. Tellers, customer service officers, and card management personnel form the critical interface between the institution and its customers; serving as the first point of contact, the bearers of brand values, and the custodians of trust […]
Jun 2, 2026
9:00 am
₦349,375.00
3 Days
In a highly regulated and ever-evolving financial services landscape, the frontline remains the heart and face of every financial institution. Tellers, customer service officers, and card management personnel form the critical interface between the institution and its customers; serving as the first point of contact, the bearers of brand values, and the custodians of trust and customer satisfaction. Their daily interactions influence customer perceptions, retention, and overall institutional reputation far more than any other channel.
As the financial ecosystem becomes more digitized and customer expectations continue to rise, frontline staff are now expected to go beyond transactional efficiency to deliver consistent service excellence, operational accuracy, and compliance integrity. They must balance speed with precision, empathy with professionalism, and customer satisfaction with regulatory adherence; often in high-pressure situations. Moreover, the growing adoption of self-service technologies, electronic payments, and digital card solutions requires that frontline personnel continuously upgrade their technical and soft skills to remain relevant and effective.
The programme is designed to strengthen participants’ technical and behavioural competencies in core tellering operations, card management processes, service recovery techniques, and compliance obligations.
At the end of this programme, participants will be able to:
- Demonstrate mastery of core tellering procedures, cash handling, balancing, and reconciliation.
- Apply effective card management and dispute resolution practices in line with operational standards.
- Exhibit strong service recovery and complaint-handling techniques to retain customer trust and loyalty.
- Uphold ethical and regulatory compliance in all frontline interactions and transactions.
- Improve operational accuracy, minimize transaction errors, and mitigate potential fraud risks.
- Foster a culture of excellence, accountability, and continuous service improvement at the frontline.
- Identify the key functions, workflows, and controls in tellering and cash management.
- Explain the end-to-end process of card issuance, management, and customer support.
- Demonstrate effective communication and empathy in managing dissatisfied customers.
- Interpret and apply relevant regulatory and institutional compliance requirements in daily operations.
- Detect early signs of potential fraud or operational lapses and apply appropriate preventive measures.
- Integrate service excellence principles into all customer-facing transactions
- Reimagining Frontline Roles in a Customer-Centric Banking Environment
- Core Tellering and Cash Management Operations
- Card Management and Transaction Processing
- Service Recovery and Customer Experience Excellence
- Compliance, Ethics, and Risk Management at the Frontline
- Operational Efficiency and Continuous Improvement
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