Maricopa Community Colleges  CSI220   20014-20042 
Official Course Description: MCCCD Approval: 12/09/03
CSI220 20014-20042 LEC 2 Credit(s) 2 Period(s)
Retail Banking
Overview of the retail banking industry. Includes communication skills and investor services, as well as an overview of securities. Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI220   20014-20042 Retail Banking
1. Explain the history of banking. (I)
2. Identify investor expectations. (I)
3. Identify and describe employee responsibilities. (I)
4. Summarize investor services and various support systems. (II)
5. Identify components of effective communication. (II)
6. Trace the communication process. (II)
7. Define terms related to stocks and bonds. (III)
8. Differentiate between stocks and bonds. (III)
9. Identify types of stock. (III)
10. Differentiate between various types of bonds. (III)
11. Explain the relationship between bond prices and interest. (III)
12. Differentiate between dividend yield and total return. (III)
13. Calculate current yield and total return. (III)
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MCCCD Official Course Outline:
 
CSI220   20014-20042 Retail Banking
    I. Banking Overview
        A. History
          1. Role
          2. Leadership
          3. Timeline
          4. Company Development
        B. Investor Expectations
          1. Service
          2. Flexibility
          3. Problem Resolution
          4. Recovery
        C. Employee Responsibilities/Values
          1. Customer Focus
          2. Respect
          3. Teamwork
          4. Initiative
          5. Professionalism
          6. Quality
      II. Investor Service
          A. Automatic Call Distribution
          B. Resource Management
          C. Quality Assurance
          D. Support Systems
            1. Lotus Notes
            2. Library
            3. Supervisors
            4. Desk Drops
            5. Quality Assurance
            6. Training
            7. Development Resource Center
          E. Investor vs. Supplier
          F. Communication Skills
            1. Active Listening
            2. Empathy
            3. Effective Questioning
            4. Check for Understanding
            5. Summarizing
          G. Communication Process
            1. Focus
            2. Question
            3. Check
            4. Close
          H. Telephone Communication Skills
        III. Securities
            A. Stocks
              1. Definition
              2. Purchase
              3. Security
              4. Common
              5. Preferred
              6. Equity
            B. Bonds
              1. Definition
              2. Purchase
              3. Debt Security
              4. Debenture
              5. Corporate
              6. Government
              7. Discounts
              8. Premiums
              9. Yield
              10. Prices
              11. Interest Rate
              12. Ratings
            C. Committee for Uniform Securities Identification Procedure (CUSIP)
            D. Exchanges
              1. New York Stock Exchange (NYSE)
              2. American Stock Exchange (AMEX)
              3. National Association of Securities Dealers Automated Quotations System (NASDAQ)
            E. Common vs. Preferred Stock
            F. Dividend Yield
            G. Total Return
            H. Agents of Issuer
              1. Investment Banker
              2. Transfer Agent
              3. Paying Agent
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