Project Description

Information Systems

The model of our training programs is based on a development compared to more traditional programs. The objective is to address a reality that meets the needs of each client.

This action aims to train participants with knowledge and skills in the banking sector. Addressing the theme of the Basel Accords for capital regulations;

Analyzing liquidity issues, adjusting balance sheets to avoid defaults – revisiting the importance of granting credit in its various types of financing and bank credit;

Applying default detection procedures – credit risk analysis, in terms of profitability.

It is also intended that participants obtain skills in behavioral areas, in the quality of care and in the correct management of complaints. Participants are expected to acquire knowledge of negotiation and sales techniques. Provide participants with knowledge of financial markets, auditing and international business operations.



  • Capital Regulations
  • Objectives and Risks
  • Regulatory Capital and Economic Capital
  • Basel II and its impact on financial institutions
  • Definition and Adequacy of Own Funds
  • Guarantee Management
  • Basel III – Background

Liquidity and Profitability:

  • Adequacy of balance sheets to avoid defaults – importance of granting credit
  • Brief description of the main credit operations
  • Analysis of credit applications / performance aspects of operations
  • Rationalize risk by obtaining guarantees
  • Credit risk assessment for individuals
  • General concepts of commercial credit
  • Analysis of the company and adapting the term of the credit operation to its needs


  • Bank assistance and image
  • Building an image of quality of service
  • Professional attitude on phone and customer service
  • Particular features of the telephone service
  • Particularities of the face-to-face service
  • Handle complaints effectively

Organizational Behavior:

  • Teamwork, intra- and inter-team cooperation and competition
  • Balance between the individual’s position, his professional career and teamwork
  • The synergy between the department and the group as a whole
  • The motivation of work teams
  • Contingency leadership
  • Conflict management
  • Time management for team effectiveness
  • Cohesion factors and causes of increased and / or decreased cohesion

Negotiations and Sales Techniques:

  • The importance of trading in today’s banking context
  • Negotiation strategies and tactics and phases
  • Sources and means of prospecting customers
  • Customer analysis for the offer of the bank’s products and services
  • Objectives and steps of the sales interview
  • How to act with success and how to deal with failure

Banking Privacy:

  • Professional secrecy, purpose of banking secrecy
  • Issues and subjects subject to banking secrecy
  • Exemption from the duty of banking secrecy
  • Penalties for breach of bank secrecy

Financial Markets:

  • Regulation and supervision of the financial system – Overview
  • The guarantee of the solvency of financial companies
  • Consumer protection of financial products and services
  • Preventing money laundering and terrorist financing – MiFID
  • Financial markets and interest rates
  • Characterization of financial products and investment decisions

International Business:

  • International trade
    International trade transactions
    Documentary shipments
    Export financing: Trade Finance


  • Audit types
  • The internal audit control system
  • Preparing and conducting interviews
  • Main characteristics of the auditors’ reports

Introduction to Marketing:

  • What is the provision of a service?
  • What is a service and its classification?
  • The Marketing-Mix services
  • The importance, dimensions and quality chain in services; Service marketing strategy
  • Relational marketing
  • Objectives and benefits
  • Relationship Management – CRM
  • Customer loyalty management
  • The positioning of services
  • SWOT Analysis
  • Differentiation of services
  • Fundamental marketing concepts
  • Product life cycle
  • Product, price, distribution, communication and customer behavior
  • Market segmentation

Course Recipients

This course is intended for all professionals involved and with responsibilities in Banking Management, Commercial Coordination, Credit Decision, Audit Units, Credit Recovery and Accounting Areas, Commercial Directors, Managers and Assistant-Managers, Credit Analysts, Technical Directors. Commercial and Accounting Areas, Credit and Guarantee Areas and Institutional Relations and International Departments.

8 Days

40 Hours