Chapter
Limited companies (corporate personality)
Private limited companies (Ltd Company) and public limited companies (PLCs)
Limited liability partnerships (LLPs)
Other non-personal accounts
Executors and administrators
Savings and investments accounts
Credit, debit and charge cards
Business lending products
Sales (receivables) financing
Secured and unsecured loans
Asset finance (hire purchase and leasing)
International trade finance
Bill discounting/acceptance credits
Standby letters of credit
Bonds, indemnities and guarantees
Forward currency contracts
03 Reputational risk and ethics
The global financial crisis
RBS’s Global Restructuring Group (GRG)
UK Corporate Governance Code (2016)
Sustainability of financial services
Corporate social responsibility (CSR)
Rebuilding trust and reputation
The Chartered Banker Code of Professional Conduct
Doing the right thing and making the right decisions: questions to ask yourself
04 The changing nature of banking
Customer data and information
Alternative finance and the government bank referral scheme
Customer relationship management (CRM) systems
Relationship management digital tools
05 The changing nature of regulation and legislation
Senior Managers and Certification Regime (SMCR)
Independent Commission on Banking (ICB)
Financial Services (Banking Reform) Act 2013
Payment Services Regulator (PSR)
The Second Payment Services Directive (PSD2)
EU Payment Accounts Directive (PAD)
Current Account Switch Service (CASS)
Financial Ombudsman Service (FOS)
Financial Services Compensation Scheme (FSCS)
European Banking Authority (EBA)
Basel Committee on Banking Supervision (BCBS)
Banking Conduct of Business Sourcebook (BCOBS)
Mortgages and Home Finance Conduct of Business Sourcebook (MCOBS)
Consumer Credit Sourcebook (CONC)
Fair treatment of customers
Lending Standards Board (LSB)
Standards of Lending Practice (SLP)
Open banking, GDPR and CASS
Markets in Financial Instruments Directive II (MiFID II)
Small Business, Enterprise and Employment Act 2015 (SBEEA)
06 The role of the relationship manager
Salesperson versus relationship manager
Competences, skills and knowledge
07 Tools and techniques to help relationship managers
The strategic environment matrix
Assessing management capabilities
The decision-making unit (DMU)
08 Customer service and portfolio planning
Customer data and key account planning
Developing a contact programme
The trusted financial professional
Chartered Banker Institute’s Code of Professional Conduct
09 Relationship strategies: customer retention, development and acquisition
Customer retention, development and acquisition
10 Case study: Gaining new business
Relationship Management in Banking
：Principles and Practice
( Chartered Banker Series )
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