Overview
This banking and insurance training prepares you, in one year of work-study, for the career of multichannel retail customer adviser. The sector is undergoing major change, and an adviser's success in it comes down to three things: their skills, their know-how and their personal qualities. The year is split between classes at Excelia Business School and an immersion within MACIF.
Why choose this pathway in banking and insurance?
On completing the Multichannel retail banking customer adviser pathway, offered by Excelia Business School, you are able to welcome and advise retail customers, to run and develop a portfolio, and then to control risks and master the regulations in force. These three objectives follow the thread of the job: receiving a customer, maintaining the relationship with them over the long term, while respecting the framework that the law imposes.
In this role, ‘multichannel’ has a very concrete meaning. Advice takes place in branch, by telephone and on digital channels, and the programme covers digital communication, customer relationship management and customer experience strategy as well as sales on inbound and outbound calls.
You also gain a dual skill set: that of a banking adviser, also trained in insurance. The programme covers banking services, savings and loans, but also property insurance (known as IARD, for fire, accidents and miscellaneous risks), personal insurance and life insurance, everything needed to advise a customer on their overall situation, from their savings to their insurance.
A certification listed on the RNCP, at level 6
The pathway leads to the RNCP certification No. 41645, at level 6, which corresponds to a Bac+3. RNCP is the acronym for France's National Register of Professional Certifications, and what a certification listed on the RNCP covers is set out in detail on the dedicated page. If you enter with a Bac+2, you are aiming for a higher level of qualification, in a single year.
The certification is obtained by achieving at least 10/20 in each of the three skills blocks and in the dissertation, a requirement set out in the Curriculum tab. Excelia Business School, which runs this pathway, holds the quadruple accreditation EQUIS, AACSB, AMBA and EFMD Master: the page on Excelia Business School's accreditations gives the details of each of them.
On the insurance side, the pathway devotes 150 hours of asynchronous modules to IAS2 training, with a view to the CAPA, the Professional Capacity in Insurance. Without it, an insurance adviser cannot present insurance products.
A work-study year, immersed at MACIF
You follow this immersive and professionalising pathway within MACIF, at six sites in France. This immersion alternates with 455 hours of face-to-face teaching delivered by Excelia Business School.
For anyone discovering the sector, work-study changes the way you learn. A concept covered in class is put to the test in a professional environment without waiting for the end of the course, and you discover from the inside how a company in the sector works.
The careers the pathway prepares you for
The year prepares you for four careers as a customer adviser in banking and insurance:
- Remote sales adviser
- Retail customer officer
- Insurance agency team member
- Branch customer officer
If you are coming from another sector, the year gives you the backbone of the job: banking and insurance knowledge, the method of questioning and active listening used to gather a customer's situation and plans, and the regulatory framework within which advice is given. The level 6 certification then attests to what you are able to do in this job.
If you already work in a sales role, the pathway adds expertise specific to banking and insurance: the duty to advise within a regulated framework, the management of a customer portfolio tracked through performance indicators, bank loans, taxation, inheritance and information monitoring. And if you are still hesitating between several paths, Excelia Business School's Executive Education Centre brings together the other training programmes on offer.
Curriculum
One year of work-study: 455 hours of face-to-face teaching with Excelia Business School, 150 hours of modules dedicated to the CAPA and 21 hours of examination. These CAPA modules are asynchronous: they are not followed live, unlike the face-to-face teaching. The rhythm is split between class time and the immersion within MACIF.
How you learn
The training to become a multichannel retail banking customer adviser combines theory and practice, both face-to-face and remotely. You progress through:
- Theoretical input, which lays the banking, insurance and regulatory foundations of the job before they are put into practice
- Practical cases, to apply these concepts to concrete advisory situations
- Practical scenarios, to conduct a meeting with a customer and offer them a solution
- E-learning, which complements the face-to-face sessions and extends the work begun in class
How the assessment works
The assessment combines six methods: a report presenting a strategic business issue, a professional dissertation, practical scenarios, a case study, continuous assessment and a final examination. The report and the dissertation lead you to step back from a business situation, the other tests to show what you are able to do.
To obtain the certification, you must then achieve at least 10/20 in each skills block and in the dissertation: below that, the mark is eliminatory.
Three skills blocks and the CAPA
Three skills blocks structure the pathway, from the fundamentals of the job to the management of a portfolio, and the modules dedicated to the CAPA are added to them. Each one expands below with its titles.
Manage the customer relationship in a multichannel environment in banking and insurance
This block lays the fundamentals of the job: banking and insurance knowledge, conducting a customer meeting and mastery of the channels through which this customer reaches you.
Module titles
- Organising and managing your activity, identifying the qualities and skills of the job, interpersonal communication
- General banking knowledge: savings and banking services
- General knowledge of insurance
- Gathering the customer's situation and plans: questioning method and active listening
- Digitalisation: developments in digital communication
- Customer relationship management and customer experience strategy
- Customer advice in the areas of law and regulatory obligations
Advise on and sell banking and insurance solutions suited to a retail customer in banking and insurance
From product to signature, selling is at the heart of this block, which trains you to advise on both inbound and outbound calls.
Module titles
- Property insurance (IARD)
- Motor and home insurance
- Personal insurance, insurance for professionals
- Life insurance financial products
- Presentation, analysis, negotiation and contracting of products
- Commercial relations: sales methods for inbound/outbound calls
Develop and manage a retail customer portfolio in banking and insurance
Moving from the customer to the portfolio means learning to track indicators, to monitor information and to advise within a regulated framework, loans, taxation and inheritance included.
Module titles
- Duty to advise and regulation
- Managing a customer portfolio and identifying needs within a regulated framework
- Reporting and performance indicators
- The fundamentals of bank loans
- Taxation and inheritance
- Press review: ensuring information monitoring
Modules dedicated to the CAPA
Asynchronous modules dedicated to the IAS2 training for obtaining the CAPA (Professional Capacity in Insurance): 150 hours
The CAPA is mandatory for presenting insurance products, and it applies to general agents, brokers and representatives as well as to the company's employees.
Funding
Allow one year, on a work-study basis, for 455 hours of face-to-face teaching, 150 hours of modules dedicated to the CAPA and 21 hours of examination.
When to apply
Applications are open from March to the end of August, for a pathway that starts in September. As this calendar comes round every year, you can prepare your project in advance and submit your application as soon as it opens. The documents required and the stages of the selection process are set out in the Admission tab.
How the pathway is funded
This training takes place on a work-study basis: the funding principles for work-study training are set out on the page on work-study at Excelia Business School.
For any funding question, Excelia Business School's Executive Education team will answer you.
At Excelia Executive Education, we offer personalised support to help every profile — company, employee, self-employed person or public sector employee — to make their training projects a reality by drawing on the most suitable funding schemes.
FAQ
What certification does the Multichannel retail banking customer adviser pathway award?
This Excelia Business School pathway leads to the RNCP certification No. 41645, at level 6, equivalent to a Bac+3. The certification is obtained with at least 10/20 in each skills block and in the dissertation, a lower mark being eliminatory.
Does the training prepare you for the CAPA (Professional Capacity in Insurance)?
The CAPA is required of anyone who presents insurance products, including as an employed insurance adviser. The pathway prepares you for it through modules dedicated to it.
What level of education is required to join the Multichannel retail banking customer adviser pathway?
The pathway is open to holders of a Bac+2 degree or a level 5 certification. The application consists of a file (CV, motivation letter, copy of degrees and of the national identity card), followed by a motivation interview if the file is approved.
How does work-study at MACIF take place?
The pathway lasts one year and combines a professionalising immersion in a company with 455 hours of face-to-face teaching with Excelia Business School. To this are added 150 hours of asynchronous modules for the CAPA and 21 hours of examination.
What careers do you go on to after the Multichannel retail banking customer adviser pathway?
The pathway prepares you for four careers: remote sales adviser, retail customer officer, insurance agency team member and branch customer officer. The programme covers both banking services and insurance, from savings to life insurance.
Admissions
Excelia Business School's pathway is aimed at people who want to work as a multichannel retail customer adviser, whatever sector they come from.
Prerequisites
- Hold a Bac+2 degree or a level 5 certification
Admission procedure
- Application file: CV, motivation letter, copy of the degrees obtained, copy of national ID card
- Motivation interview if your application file is approved
- Accessible to people with disabilities.
