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← Customer Service and Retail Banking Excellence

Retail products and matching them to needs

Module 02 / 5 · 65 min

Know the retail products a branch offers, from accounts and transfers to cards, mobile banking, loans, remittance payout and interest-free products, and recommend the one that fits the customer.

In this module you will learn to

  • Describe the main deposit accounts and their features, including fixed time deposits and foreign currency accounts
  • Explain transfers, cards, mobile banking and remittance payout, and the limits that apply
  • Describe interest-free products offered under SBB/72/2019 and when a customer may prefer them
  • Match a product to a customer's need using a few simple questions

Built on

  • Erudite Africa training module: Ethiopian Context, topic 1.i Customer Service and Retail Banking Excellence, Level 1 (October 2026)
  • Erudite Africa: Domestic Banking Operations course (teller, account and cash procedures)
  • NBE directives as listed in the lessons: NBE/INT/13/2026, ONPS/09/2023, SBB/72/2019; FCP/01/2020 and the KYC/CDD directive as reported
  • National Bank of Ethiopia Proclamation No. 1359/2025; Personal Data Protection Proclamation No. 1321/2024 (as reported)
  • National Financial Inclusion Strategy II (2021 to 2025)

Examples and companies are fictional. Bank practices are shown as typical Ethiopian practice, not as any one bank's policy. Always apply your own institution's approved policy and the current NBE directives.