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Erudite AfricaCenter of Excellence
← Customer Service and Retail Banking Excellence

Serving all customers fairly and compliance at the counter

Module 04 / 5 · 65 min

Serve women, elders, persons with disabilities, rural and diaspora customers with equal respect, and protect customers and the bank through KYC, cash handling, counterfeit checks, confidentiality and fraud alerts.

In this module you will learn to

  • Identify the needs of women, elderly customers, persons with disabilities, rural and diaspora customers, and adjust service without discrimination
  • Apply KYC steps at the counter, including when a remittance recipient has no ID
  • Handle cash, counterfeit notes and till differences by the procedure
  • Protect customer data and recognize common fraud signs

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.