Banking Services Overview
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Questions and Answers

What is the maximum amount of a personal loan that can be taken?

  • $100,000
  • $50,000
  • $150,000
  • $200,000 (correct)
  • What is the maximum period allowed for the repayment of a personal loan?

  • 12 months
  • 48 months (correct)
  • 60 months
  • 24 months
  • What is the maximum amount for a mortgage loan in retail banking?

  • $10 million
  • $5 million
  • $12 million (correct)
  • No limit
  • Which term refers to financial conglomerates functioning as financial supermarkets?

    <p>Universal banking</p> Signup and view all the answers

    What do we call deposits that circulate as money, leading to a net increase in the money supply?

    <p>Credit creation</p> Signup and view all the answers

    Which term describes banking business carried out over a large network of businesses?

    <p>Branch banking</p> Signup and view all the answers

    What is considered the primary function of a bank?

    <p>Both A &amp; B</p> Signup and view all the answers

    Which type of banking includes both accepting deposits and providing loans to customers?

    <p>Retail banking</p> Signup and view all the answers

    Which payment method involves automatic deductions for utility bills and insurance services?

    <p>Direct Debit Facility</p> Signup and view all the answers

    What is the primary purpose of a financial statement in a corporate setting?

    <p>To understand revenue and expenditure</p> Signup and view all the answers

    At which stage of the customer assessment is financial analysis primarily conducted?

    <p>Credit Approval</p> Signup and view all the answers

    How does using online banking channels affect costs for banks and customers?

    <p>Reduces costs for both parties</p> Signup and view all the answers

    Which cards are typically enabled with the top-up facility?

    <p>Credit Cards</p> Signup and view all the answers

    Which of the following is NOT a channel of banking?

    <p>Credit Monitoring</p> Signup and view all the answers

    Which document provides an overview of a company’s assets, liabilities, and equity?

    <p>Balance Sheet</p> Signup and view all the answers

    Which type of accounts typically involve ongoing transactions to facilitate regular payments?

    <p>Current Accounts</p> Signup and view all the answers

    What term is used for the process where the original source of illegal money is concealed?

    <p>Placement</p> Signup and view all the answers

    Which of the following statements about Layering is correct?

    <p>It refers to the series of repeated transactions.</p> Signup and view all the answers

    Which feature correctly describes negotiable instruments?

    <p>They are credit instruments that can be transferred.</p> Signup and view all the answers

    What aspect of AML is essential for identifying suspicious activities?

    <p>Detecting and reporting suspicious activities.</p> Signup and view all the answers

    How is the transfer of a negotiable instrument achieved?

    <p>Through endorsement or delivery.</p> Signup and view all the answers

    What is the validity of the statement: 'Negotiable instruments are credit instruments that are not transferable'?

    <p>False</p> Signup and view all the answers

    Which of the following is NOT a feature of a negotiable instrument?

    <p>Guaranteed returns</p> Signup and view all the answers

    In the context of money laundering, which phase directly follows the Placement phase?

    <p>Layering</p> Signup and view all the answers

    What percentage of capital must be held by UAE nationals in companies under CCL?

    <p>51%</p> Signup and view all the answers

    Which document defines the constitution, powers, and activities of a company?

    <p>Articles of Association</p> Signup and view all the answers

    To achieve a six sigma level, what is the maximum allowed DMPO?

    <p>3.4</p> Signup and view all the answers

    Is opening a deposit account within the Turn Around Time (TAT) considered an element of service quality in banking?

    <p>True</p> Signup and view all the answers

    How many elements of service quality does QMS focus on?

    <p>Two</p> Signup and view all the answers

    Which of the following is the first quality management system to be implemented by a bank?

    <p>ISO 9001</p> Signup and view all the answers

    What is the minimum shareholding percentage for foreign nationals in a company under UAE law?

    <p>49%</p> Signup and view all the answers

    In order to achieve customer satisfaction in banking, which element is NOT part of service quality?

    <p>Cost Minimization</p> Signup and view all the answers

    What is the typical turnaround time (TAT) for account opening in the bank?

    <p>4 days</p> Signup and view all the answers

    If a customer expresses frustration about their account opening not progressing, what should the representative communicate?

    <p>Advise the customer to wait until the TAT is complete</p> Signup and view all the answers

    What should a representative prioritize when dealing with an angry customer?

    <p>Diffusing their anger</p> Signup and view all the answers

    In handling customer complaints, what is true regarding the closure of a complaint if the customer is dissatisfied?

    <p>The complaint can still be closed despite dissatisfaction</p> Signup and view all the answers

    What kind of language is preferred when communicating a 'no' to a customer?

    <p>Positive language to soften the response</p> Signup and view all the answers

    What does impartiality in banking ensure regarding customer treatment?

    <p>No discrimination based on personal traits</p> Signup and view all the answers

    Which option accurately describes the customer's right when they are unhappy with a solution provided?

    <p>To have the complaint formally documented</p> Signup and view all the answers

    When a bank representative is unclear on how to resolve a customer issue, what is the best action to take?

    <p>Consult the manager for guidance</p> Signup and view all the answers

    Study Notes

    Banking Cards

    • Cards enabled with a top-up facility include:
      • Credit Cards
      • Debit Cards
      • Prepaid Cards

    Banking Channels

    • Channels of banking reduce costs for both the bank and the customer.

    Banking Services

    • A Standing Order is a banking service used for periodic payments toward utility bills and insurance services.

    Credit Process

    • The Credit Approval stage of the credit process is where business and financial analysis are performed on a customer.

    Financial Statements

    • An Income Statement is prepared to understand the revenue and expenditure of a corporate.

    Personal Loans

    • The maximum amount of a personal loan is AED 200,000.
    • The repayment period for a personal loan should not exceed 48 months.

    Mortgage Loans

    • The maximum amount in a mortgage loan in retail banking is AED 10,000,000.

    Banking Models

    • Universal Banking refers to financial conglomerates functioning as financial supermarkets.

    Credit Creation

    • Credit Creation is a type of deposit that circulates as money, leading to a net increase in the money supply.

    Banking Networks

    • Branch Banking refers to banking business carried out over a large network of businesses.

    Bank's Primary Function

    • The primary function of a bank is to:
      • Accept deposits from customers
      • Provide loans and credit facilities to customers

    Money Laundering

    • Layering involves a series of repeated transactions from one account to another.
    • Money Laundering is the process by which the original source of illegal money is concealed.

    AML

    • AML (Anti-Money Laundering) helps to detect and report suspicious activities.

    Negotiable Instruments

    • Features of a negotiable instrument include:

      • Transferability
      • Good title
      • Right to sue
    • Negotiable instruments are credit instruments that are transferable.

    UAE National Shareholding

    • At least 51% of the capital in companies under the Commercial Companies Law (CCL) must be held by UAE nationals.

    Company Documents

    • The Memorandum of Association defines the constitution, powers, and activities of a company.

    Six Sigma

    • A company needs a DMPO (Defects per Million Opportunities) of 3.4 to achieve a Six Sigma level.

    Service Quality

    • Opening a deposit account within the promised TAT (Turn Around Time) is an element of service quality in banking.
    • QMS (Quality Management System) focuses on reliability and tangibles as elements of service quality.

    Customer Complaint Handling

    • If a customer complains about a delayed account opening, and the provided documents were received the day before, and the normal TAT is 4 days, inform the customer to wait until the TAT is over.
    • Banks cannot close a complaint if the customer is unhappy with the provided resolution.

    Customer Service Best Practices

    • When dealing with an angry customer, the focus should be on diffusing the anger first.
    • When you have to say "no" to a customer, it's better to use positive language.
    • The ethical principle of impartiality requires banks to avoid discrimination against customers based on their:
      • Race
      • Gender
      • Religion
      • National origin
      • Social status
      • Any other characteristic

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    Description

    This quiz covers essential banking services, including different types of banking cards, banking channels, credit processes, and personal loans. It also explores financial statements and mortgage loans, offering a comprehensive understanding of the banking landscape. Test your knowledge of banking models and services today!

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