More and more banks are offering (or indeed in some cases requiring!) their front-line RMs and other customer-facing staff some form of in-house Certification that ties in disciplines such as customer service with balance sheet risk management topics. It's something I discuss in Anthology: Past, Present and Future Principles of Banking and Finance (John Wiley & Sons 2018), exactly what form and content such a programme of learning should exhibit. The attached is a high-level summary of the learning outcomes that one might expect to see in a well-constructed in-house certificate on banking best-practice.

by Professor Moorad Choudhry