Certified Service Adviser (CSA) Level 1

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Programme Overview

Responding to the industry’s feedback on the absence of structured training for Covered Persons who assist Client Advisers/Relationship Managers in servicing high-net-worth (HNW) clients, WMI launched the first and only IBF-STS certification programme designed specifically for this critical role.

Developed in collaboration with WMI’s Expert Panel of senior practitioners in leading banks, Certified Service Adviser (CSA) Level 1 aims to impart knowledge, competencies and applied skills through these overarching themes:

Themselves: Recognise their value and how to positively impact the client relationship
Stakeholders: Know who these are, their impact and how to win them over
Organisation: Understand “risk” areas to avoid errors/loss and improve

These themes are accredited against IBF’s Skills Framework for Customer Service Officer (CSO).

Modules

There are three IBF-STS accredited modules; two modules under CSA Level 1 and one module from Certified Private Banker (CPB) Level 1. Participants who have completed WMI’s CPB Level 1 Ethical Conduct are eligible for exemption* when taking CSA Level 1.

Participants may select any single module or complete all modules at their own pace to achieve IBF Qualified (Level 1) in Private Banking & Wealth Management – Relationship & Sales Management.

*Eligibility applies when participants complete CSA Level 1 within 5 years from the end date of the first module they have taken under this programme.

CSA L1 – Human Centered Design Problem Solving

This 8-hour module equips participants with the skills to incorporate design thinking to develop deeper customer insights, overcome service challenges and implement effective solutions, processes and new offerings to forge an additional anchor in the client relationship.

Participants will see how day-to-day issues could be addressed using a problem-solving framework. The module also covers the use of qualitative research, observation studies, retrospective interview, and data analysis to redesign business processes and optimise the performance and speed of client engagement. Participants will also be challenged to translate valuable findings to rethink and reinvent what is existing by exploring new perspectives and value propositions by applying the Design Thinking problem-solving methods.

Total Training Duration / CPD Hours : 8

Classroom Hours : 8

CSA L1 – Successful Account, Client & Stakeholder Management

This 8-hour IBF-STS module introduces how technology has impacted the role of the front office and how the role of the CSO has evolved since the start of the pandemic. Recognizing how their role has evolved, participants will be taught skillsets to establish new or maintain existing trusted relationships with their HNW. Achieving service excellence and effective account is sometimes challenging as the CSO has to manage various stakeholders such as the Client Advisor, Operations & IT, Product Managers, Specialists etc. The session will therefore cover best practices for successful stakeholder management.

Total Training Duration / CPD Hours : 8

Classroom Hours : 8

CPB L1 – Ethical Conduct

The module highlights the importance of not just doing what is legal, but what is right.

Learn more about professional and personal ethics and how they may be impacted by the environment you work in and/or the persons you work for or with.

Total Training Duration / CPD Hours : 4

Core FAA CPD : 4

Online Hours : 4

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Who Should Attend

Private Banking Client Service Officer with 0 to 3 years of experience.

Useful Links

Certification

Participants who successfully complete the programme will be awarded:

Fees and Funding

Certification
Modules	Full Fees (S$)	Fees after subsidies inclusive of 9% GST (With effect from 1 Jan 2024) (S$)
Before GST	After GST	Company-Sponsored
CSAL1 – Human Centered Design Problem Solving	1,400.00	1,498.00	378.00	299.60
CSAL1 – Successful Account, Client & Stakeholder Managemen	1,400.00	1,498	378.00	299.60
CPBL1 – Ethical Conduct	321.00	321.00	51.00	32.10

Fees and Funding

Certification
Modules	Full Fees (S$)	Fees after subsidies inclusive of 9% GST (With effect from 1 Jan 2024) (S$)
Before GST	After GST	Singaporean Aged Below 40 / PR	Singaporean Aged 40 & Above
CSAL1 – Human Centered Design Problem Solving	1,400.00	1,498.00	518.00 238.00	449.40 149.80
518.00	238.00
449.40	149.80
CSAL1 – Successful Account, Client & Stakeholder Management	1,400.00	1,498.00	518.00 238.00	449.40 149.80
518.00	238.00
449.40	149.80
CPBL1 – Ethical Conduct	300.00	321.00	111.00 51.00	96.30 32.10
111.00	51.00
96.30	32.10

Fees and Funding

Certification
Modules	Fees after Subsidy (incl. of GST)	Fees after subsidies inclusive of 9% GST (With effect from 1 Jan 2024) (S$)

Certification
Category

²


¹		Not Applicable

¹ For Singaporeans aged 40 and above, you are eligible to utilise the SkillsFuture Credit (Mid-Career) further to offset your course fee after the IBF subsidy.

² Fees shown are after IBF-STS funding assuming students meet the minimum academic standards outlined by IBF and are physically based in Singapore. The fees are also subject to IBF accreditation approval for all modules.

Fees and Funding

Certification
Modules	Full Fees (S$)	Fees after subsidies inclusive of 9% GST (With effect from 1 Jan 2024) (S$)
Before GST	After GST	Singaporean Aged Below 40 / PR Company Sponsored/Self Sponsored	Singaporean Aged 40 & Above Company Sponsored/Self Sponsored
Singaporean Aged Below 40 / PR
Company Sponsored/Self Sponsored
Singaporean Aged 40 & Above
Company Sponsored/Self Sponsored

Fees and Funding

Certification
Core Modules	Full Fees (S$)	Fees after subsidies inclusive of 9% GST (With effect from 1 Jan 2024) (S$)
Before GST	After GST	Singaporean Aged Below 40 / PR	Singaporean Aged 40 & Above
Company Sponsored/Self Sponsored	Company Sponsored/Self Sponsored
Human Centered Design Problem Solving	1,400.00	1,526.00	826.00	546.00
Successful Account, Client & Stakeholder Management	1,400.00	1,526.00	826.00	546.00
CPBL1 – Ethical Conduct	300.00	327.00	177.00	117.00
TOTAL	3,100.00	3,379.00	1,829.00	1,209.00

Note:

The courses have been accredited under the Skills Framework for Financial Services and is eligible for funding under the IBF Standards Training Scheme (IBF-STS), subject to all eligibility criteria being met.

Participants are advised to assess the suitability of the course and its relevance to his/her business activities or job roles.

The IBF-STS is available to eligible entities and individuals based on the prevalent funding eligibility, quantum and caps. IBF-STS provides up to 70% course fee subsidy support for direct training costs subject to a cap of $3,000 per candidate per course subject to all eligibility criteria being met. Find out more on www.ibf.org.sg

The information above is correct at the time of publication. Wealth Management Institute reserves the right to amend the fees and/or terms and conditions as appropriate.

In addition to Course Fees, each participant will also be charged a non-refundable and non-claimable application fee of S$85 (including GST).

This programme is pending accreditation by the Institute of Banking and Finance (IBF). When accredited, Singaporeans and Permanent Residents will be eligible for funding support of up to 70% course fee subsidy under the IBF Standards Training Scheme (IBF-STS).

Fees shown are after IBF-STS funding. Subsidised fees apply upon participants’ successful completion of the programme, which includes (i) fulfilling minimum attendance requirements and (ii) passing all relevant assessments.

Subsidies are subject to change by IBF and fees will be adjusted based on prevailing funding rates. Click here to read more about funding support for IBF-STS, and terms & conditions governing registration, payment, cancellation, deferment and no-show.

The information above is correct at the time of publication. Wealth Management Institute reserves the right to amend the fees and/or terms and conditions as appropriate.