Catalog Certifications Recertification seminar All customer relations profiles

Recertification seminar
All profiles
Customer relations

Context

This short, targeted training course enables professionals in the banking sector to keep up to date with techniques for developing and maintaining customer relationships.
Designed to meet the needs of both bank employees and independent asset managers, it provides an effective update on the most recent techniques, guaranteeing mastery of the market's best practices.

Key objectives

This training leads to 24 SAQ re-certification points for the following accreditations:
- Certified Wealth Management Advisor (CWMA)
- Certified Individual Client Advisor (CI)
- Certified Private Client Advisor (CP)
- Certified Corporate Banker (CCoB)
- Certified Client Advisor (SME)
- Certified Client Advisor (AFF)

Target audience

- Bank managers and advisors, non-customer-facing banking executives, auditors
- Qualified executives
- Holders of one of the above SAQ certifications

Stakeholders

ISFB lecturers have been working in the banking and financial world, or in their respective fields, for many years and are recognized as some of the best experts in our ecosystem in French-speaking Switzerland.

Practical information

You will receive a re-certification certificate at the end of the course.

Price

Public : CHF 3'535.-
Member : CHF 2'650.-

Admission requirements

The seminar can be taken as a whole or in modules:

Public price per module: CHF 730.00
Member price per module: CHF 550

SDR1

Customer acquisition

Contents: How to prospect, convince, and acquire new customers: techniques and best practices

Duration: 4h00

Format: In-person

Possible speakers: KHADAM Kinan

SDR2

Understanding customer needs and argumentation

Content: Asking relevant questions to understand the customer's needs and expectations. Knowing how to prioritize and explore these in depth in order to prepare an effective sales pitch. Understanding and applying sales techniques in line with customer needs and product characteristics.

Duration: 4h00

Format: In-person

SDR3

Forward planning and customer relations

Contents: Understanding the Swiss private pension system and its link to customer relations: the three pillars, retirement, early retirement, pension buybacks, pensions and taxation, financial planning for retirement.

Duration: 4h00

Format: In-person

Possible speakers: Danièle Felley

SDR4

Mediation and management of delicate situations

Content: Handle delicate or conflictual situations with diplomacy and professionalism, adopting a mediator's stance.

Duration: 4h00

Format: In-person

Possible speakers: DE COURTEN Frédérique

SDR5

Close the deal

Contents: Conclude an interview or negotiation ('close the deal') effectively, building customer confidence and commitment.

Duration: 4h00

Format: In-person

Possible speakers: PFEIFER Jean

SDR6

Customer relationship management

Content: Maintain the relationship over time, cultivating loyalty through added value, regular exchanges and relevant advice.

Duration: 4h00

Format: In-person

Possible participants: SMADJA Fabien

Kinan Khadam

Kinan Khadam a débuté sa carrière en 2004 dans les marchés financiers, en passant par les fonctions Back, Middle et Front Office, avant de poursuivre dans la gestion de portefeuilles sur mesure. À Dubaï, il a exercé comme Chief Investment Officer, puis comme responsable des activités commerciales de l’ensemble de l’offre bancaire.

Danièle FELLEY

Danièle Felley is a specialist in occupational pension plans, specializing in pension fund analysis and impartial advice to individuals and companies. Holder of a federal certificate in occupational pension plans, she also made her mark in the banking world by becoming one of the first women to hold management positions.

Frédérique DE COURTEN

Maître Frédérique de Courten holds a doctorate in law, is an FSA-certified lawyer and mediator, and is sworn in as a mediator before the Geneva courts. She has over 20 years of varied legal experience in academia, banking, and the bar, combined with an international career in highly demanding multicultural environments in Switzerland and abroad. Frédérique de Courten worked for eight years at J.P. Morgan (Switzerland) SA as a member of the legal department. Founder of Etude de Courten Solutions, Frédérique de Courten puts her expertise at the service of her clients to give them the best chance of amicably resolving complex conflicts and crisis situations. She regularly speaks at various organizations to raise awareness among employees and managers about peaceful approaches to conflict resolution using a range of practical tools. She is a member of the Geneva Bar Association and the Swiss Bar Association.

Jean PFEIFER

Jean has firsthand knowledge of banking careers and the issues raised by career transitions. He worked for 24 years at UBS in management, talent development, and training roles in Switzerland, Europe, and Asia. After holding positions such as RM, Desk Head, Talent Manager EMEA, PM Corporate University in Singapore, CLO UBS Japan, and Sales Manager WM in Zurich, he left the bank in 2012 to become a consultant. Since then, he has trained professionals from all sectors and has conducted numerous career assessments as part of ISFB programs since 2015. His training combines hard skills (MA in Business Economics) and human skills (MA Human Systems Engineering), complemented by a federal trainer's diploma. He supports our clients in French and English.

Fabien SMADJA

Fabien Smadja is a certified coach, trainer, management consultant, and Swiss author specializing in banking negotiations and professional development, with training in economics, quality management (ODI Boston), and coaching (University of Geneva).