SAQ recertification “Resource resilience for client advisors at banks”
Das Weiterbildungsprogramm ‘Ressourcen-Resilienz für Kundenberater’ entwickelt Fähigkeiten und Fertigkeiten des Kundenberaters gezielt und nachhaltig weiter. Der Kundenberater erlernt Methoden, die ihn im Kundengespräch kompetent und auftrittssicher machen.
With the accelerating change in the financial sector, demands and expectations on client advisors are steadily increasing.
- As digitisation is spreading ahead, permanent availability (24/7) is expected.
- In dynamic and uncertain financial markets, clients need reliable and professional advice.
- The banks‘ margins are under strong pressure leading to increasing demands on client advisors to meet management expectations.
- Regulatory guidelines increasingly determine the daily work of the client advisor.
As part of the program, the client advisor examines his communication and interaction preferences to set the basis for systematic improvement. He strengthens his external impact through individual behavioural strategies and optimises resources for the benefit of the client and the bank.
The program is based on the findings of the positive psychology and recent research results on emotional and social intelligence.
Its focus is on key aspects for the client advisor, such as
- the self-perception in the conversation with the client
- the design of the client relationship (in particular trust building)
- decision-making under pressure
- dealing with difficult situations and conflicts in client relations
- stress management
