This certificate is awarded jointly by the Professional Development Institute (PDI) and the Association of Banks in Jordan (ABJ).
Certificate overview
This certificate aims to enable bank customer service employees to develop their skills in analyzing and solving simple problems effectively by applying critical thinking techniques and a systematic approach to everyday issues, thereby improving service quality and enhancing customer satisfaction.
it combines theoretical knowledge with practical application through case studies and real-life examples from the banking sector.
What you will learn
Identify problems quickly and accurately.
Communicate effectively with customers to understand their issues.
Provide innovative and simple solutions to daily problems.
Strengthen collaboration and trust between work teams and customers.
Increase customer satisfaction and improve their overall experience.
Develop decision-making skills in banking work environments.
Curriculum
4 modules
- 01Simple Problem Analysis Techniques
- 02Designing Solutions for Simple Problems
- 03Analyzing Customer Data to Identify Recurring Issues
- 04Evaluating the Effectiveness of Provided Solutions
Who it is for
- Customer service employees in the banking sector of different rankings, particularly those who deal directly with customers and/or handle complaints
Eligibility requirements
Applicants must:
- Hold a degree from a recognized educational organization.
- Have professional experience in the field.
- Sit for and pass the certification examination.
- Adhere to the Professional Development Institute (PDI) Code of Ethics.
Exam Requirements
Online Examination will need to be sat under controlled conditions at a PDI accredited centre.
- 70% passing grade
- Exam available in a range of different languages
- 3 Hours duration
- The examination is offered in multiple languages to support international candidates.
- All candidates are required to sit for their exam at an accredited PDI Test Centre.
- The exam duration is (2) hours.
- Each exam consists of 50 multiple-choice questions (MCQs).
