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Quality Assurance in Client Advisory Services

Talent Development's specialist units work with the different business areas to develop training programs designed to train employees, managers, and young talents to be professional and reliable partners for our clients.

Ensuring a high level of client satisfaction is essential to our business. We want to make sure that our products and services meet the needs of our clients and that we enjoy their sustained trust through professional and comprehensive advice. 

Client Advisor Programs

Enhanced Advisory Quality: Certification of Relationship Managers

We are committed to continuously improving the quality of our advisory services in Private Banking & Wealth Management and to protecting the interests of our clients. Credit Suisse is therefore running a mandatory certification program under which relationship managers undergo intensive training and tests to ensure they can provide clients with clear and comprehensive information about products, explain potential investment risks and returns, and tailor their advice to individual needs. At the end of 2012, we came close to completing the Frontline Training initiative, with 92% of relationship managers worldwide having obtained certification.

Tailored Programs for Client Advisors at All Levels

A modular training and continued education program for client advisors is the best way to combine theory and practice. We also take into account the different levels of experience, from career changers to experienced client advisors. The offering includes the following programs: "Train-to-Relationship Manager," "Train-to-Assistant," and "Train-to-Teamleader." Through these core programs, Credit Suisse ensures that client advisors in Private Banking & Wealth Management can take on their new role entirely and have the necessary professional skills.

Committed to Compliance and Control

Maintaining a robust compliance and control culture is another important way in which we gain the trust of clients, as well as investors and regulators. At Credit Suisse, we strive to conduct our activities according to the highest standards of due diligence and in strict compliance with legal and regulatory requirements in all our markets globally.

We expect each employee to be personally accountable for ensuring the activities within their remit are compliant with our internal rules and policies and for reporting or escalating issues of concern. This is essential to safeguard the interests of clients and investors and to protect our own business activities and reputation. Our focus on compliance is also mirrored by our proactive steps to further strengthen our cross-border framework.

In order for our employees to acquire the necessary knowledge regarding constantly changing regulatory requirements, and to ensure that they always act responsibly and in compliance with the rules, they are required to complete, and are tested on, legal- and compliance-related learning modules. Depending on the topic, the learning modules must be completed by certain groups of employees or by the entire workforce. Mandatory modules for all employees include topics such as combatting money laundering, trade sanctions, storage and recording of business documents, and IT risks.

All client advisors and relationship managers complete training in cross-border business that addresses a market's specific regulatory conditions. In addition, our regulations for cross-border banking business provide employees who have direct client contact with guidelines and country-specific information, and they shed light on which activities are allowed in which countries. We continuously monitor developments in this area and revise our internal guidelines accordingly.

Compliance Academy

The General Counsel division provides legal and compliance support to all of the bank’s divisions. It helps protect the reputation of Credit Suisse by giving legal and regulatory advice, by setting internal policies and by monitoring and testing compliance with policies and regulations.

In light of an increasingly demanding global regulatory environment and a need for well-trained staff, Credit Suisse has launched the General Counsel Academy ("GC Academy")  in 2011. The GC Academy presents a way for people entering the industry to gain hands-on training in one of the fastest growing areas of the financial industry. Participants develop core professional skills and industry knowledge through classroom and ‘on-the-job’ training. GC Academies have now been established in Singapore, Wroclaw and New York, with plans to expand the program in the future to additional locations.

Talent Development Key Figures

In 2012, we offered our employees around the globe a wide range of specialist courses and trainings.

2013

Classroom leadership training sessions

500

Participants in instructor-led courses

72,000

Classroom-delivered training days

64,000

Participants in e-learning courses including mandatory modules

650,000

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