Podcast
Questions and Answers
What is the maximum amount of a personal loan that can be taken?
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?
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?
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?
Which term refers to financial conglomerates functioning as financial supermarkets?
What do we call deposits that circulate as money, leading to a net increase in the money supply?
What do we call deposits that circulate as money, leading to a net increase in the money supply?
Which term describes banking business carried out over a large network of businesses?
Which term describes banking business carried out over a large network of businesses?
What is considered the primary function of a bank?
What is considered the primary function of a bank?
Which type of banking includes both accepting deposits and providing loans to customers?
Which type of banking includes both accepting deposits and providing loans to customers?
Which payment method involves automatic deductions for utility bills and insurance services?
Which payment method involves automatic deductions for utility bills and insurance services?
What is the primary purpose of a financial statement in a corporate setting?
What is the primary purpose of a financial statement in a corporate setting?
At which stage of the customer assessment is financial analysis primarily conducted?
At which stage of the customer assessment is financial analysis primarily conducted?
How does using online banking channels affect costs for banks and customers?
How does using online banking channels affect costs for banks and customers?
Which cards are typically enabled with the top-up facility?
Which cards are typically enabled with the top-up facility?
Which of the following is NOT a channel of banking?
Which of the following is NOT a channel of banking?
Which document provides an overview of a company’s assets, liabilities, and equity?
Which document provides an overview of a company’s assets, liabilities, and equity?
Which type of accounts typically involve ongoing transactions to facilitate regular payments?
Which type of accounts typically involve ongoing transactions to facilitate regular payments?
What term is used for the process where the original source of illegal money is concealed?
What term is used for the process where the original source of illegal money is concealed?
Which of the following statements about Layering is correct?
Which of the following statements about Layering is correct?
Which feature correctly describes negotiable instruments?
Which feature correctly describes negotiable instruments?
What aspect of AML is essential for identifying suspicious activities?
What aspect of AML is essential for identifying suspicious activities?
How is the transfer of a negotiable instrument achieved?
How is the transfer of a negotiable instrument achieved?
What is the validity of the statement: 'Negotiable instruments are credit instruments that are not transferable'?
What is the validity of the statement: 'Negotiable instruments are credit instruments that are not transferable'?
Which of the following is NOT a feature of a negotiable instrument?
Which of the following is NOT a feature of a negotiable instrument?
In the context of money laundering, which phase directly follows the Placement phase?
In the context of money laundering, which phase directly follows the Placement phase?
What percentage of capital must be held by UAE nationals in companies under CCL?
What percentage of capital must be held by UAE nationals in companies under CCL?
Which document defines the constitution, powers, and activities of a company?
Which document defines the constitution, powers, and activities of a company?
To achieve a six sigma level, what is the maximum allowed DMPO?
To achieve a six sigma level, what is the maximum allowed DMPO?
Is opening a deposit account within the Turn Around Time (TAT) considered an element of service quality in banking?
Is opening a deposit account within the Turn Around Time (TAT) considered an element of service quality in banking?
How many elements of service quality does QMS focus on?
How many elements of service quality does QMS focus on?
Which of the following is the first quality management system to be implemented by a bank?
Which of the following is the first quality management system to be implemented by a bank?
What is the minimum shareholding percentage for foreign nationals in a company under UAE law?
What is the minimum shareholding percentage for foreign nationals in a company under UAE law?
In order to achieve customer satisfaction in banking, which element is NOT part of service quality?
In order to achieve customer satisfaction in banking, which element is NOT part of service quality?
What is the typical turnaround time (TAT) for account opening in the bank?
What is the typical turnaround time (TAT) for account opening in the bank?
If a customer expresses frustration about their account opening not progressing, what should the representative communicate?
If a customer expresses frustration about their account opening not progressing, what should the representative communicate?
What should a representative prioritize when dealing with an angry customer?
What should a representative prioritize when dealing with an angry customer?
In handling customer complaints, what is true regarding the closure of a complaint if the customer is dissatisfied?
In handling customer complaints, what is true regarding the closure of a complaint if the customer is dissatisfied?
What kind of language is preferred when communicating a 'no' to a customer?
What kind of language is preferred when communicating a 'no' to a customer?
What does impartiality in banking ensure regarding customer treatment?
What does impartiality in banking ensure regarding customer treatment?
Which option accurately describes the customer's right when they are unhappy with a solution provided?
Which option accurately describes the customer's right when they are unhappy with a solution provided?
When a bank representative is unclear on how to resolve a customer issue, what is the best action to take?
When a bank representative is unclear on how to resolve a customer issue, what is the best action to take?
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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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