2020 – 2021
Florida Department of Education
Curriculum Framework 

Program Title:	Banking Operations – Financial Services
Career Cluster:	Finance

CCC	
CIP Number	0252080302	
Program Type	College Credit Certificate (CCC)	
Program Length	18 credit hours	
CTSO	Collegiate DECA, Phi Beta Lambda	
SOC Codes (all applicable) 	11-3031 – Financial Managers	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

This certificate program is part of the Banking – Financial Services AS degree program (1252080400).

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Finance career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Finance career cluster. 

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate comprehension and communication skills.
02.0	Demonstrate effective customer service skills. 
03.0	Demonstrate human relations skills necessary for workplace success.
04.0	Demonstrate proficiency in using microcomputer and electronic skills to perform job functions. 
05.0	Perform general organizational workplace competencies.
06.0	Demonstrate sales and marketing fundamentals.
07.0	Demonstrate employability skills.
08.0	Manage career development. 
09.0	Utilize effective cross selling techniques and procedures for financial services.
10.0	Demonstrate knowledge of the history, growth and structure of the financial industry.
11.0	Understand terminology unique to the finance and financial services industry.
12.0	Understand terminology unique to the banking industry.
13.0	Utilize effective selling techniques in interactions with customers.
14.0	Demonstrate knowledge of the history, growth and structure of the banking industry.
15.0	Demonstrate basic skills for performing functions of entry level positions in banking institutions.
16.0	Demonstrate security procedures and detection of fraud.
17.0	Demonstrate knowledge of accounting/budgeting operations.
18.0	Manage customer interactions.
19.0	Participate in learning.
20.0	Demonstrate knowledge of principles of human resources.
21.0	Demonstrate knowledge of essential human relations skills.
22.0	Demonstrate knowledge and application of product and service technology.
23.0	Demonstrate knowledge of basic marketing principles.
24.0	Demonstrate knowledge of real estate.
25.0	Demonstrate knowledge of major laws and regulations that relate to and affect banking.
26.0	Demonstrate knowledge of business English and business writing.
27.0	Operate computers and other equipment appropriate to customer relationship management.
28.0	Use web browsers to access internet services.
29.0	Demonstrate proficiency in microcomputer operating systems and software.
30.0	Demonstrate basic skills for performing loan processing functions of entry level positions in financial institutions.
31.0	Demonstrate proficiency in business law.
32.0	Plan the marketing strategy and promote the business.
33.0	Identify the organization and function of the retail industry.
34.0	Demonstrate knowledge of small business management functions.
35.0	Demonstrate an understanding of commercial lending.
36.0	Demonstrate knowledge of statement analysis.

2020 – 2021
Florida Department of Education
Student Performance Standards

Program Title:	Banking Operations – Financial Services 
CIP Number:		0252080302
Program Length:	18 credit hours
SOC Code(s):		11-3031

This certificate program is part of the Banking – Financial Services AS degree program (1252080400).  At the completion of this program, the student will be able to:	
01.0	Demonstrate comprehension and communication skills.  The student will be able to:	
01.01	Follow written and oral technical instructions.	
01.02	Take notes, organize, summarize, and paraphrase ideas and details.	
01.03	Apply active listening and observation skills to obtain and clarify information transmitted through verbal and non-verbal behaviors.	
01.04	Gather, read, discuss, evaluate and critique work from professional journals related to the course content.	
01.05	Read trade journals and magazines to stay current in the industry.	
01.06	Reflect on what has been learned through reading, recognizing assumptions and implications, and formulating ideas, opinions, and personal responses.	
01.07	Use reference sources such as books, magazines, and electronic databases to gather and critically evaluate materials.	
01.08	Submit final drafts using correct grammar, punctuation, and spelling.	
01.09	Read and comprehend both technical and non-technical text accurately.	
02.0	Demonstrate effective customer service skills.  The student will be able to:	
02.01	Use appropriate communication skills, telephone etiquette, courtesy, and manners when dealing with customers.	
02.02	Identify and evaluate customer needs.	
02.03	Respond to client inquiries in a timely matter.	
02.04	Access and maintain client records.	
02.05	Provide timely accurate information to meet customer needs.	
02.06	Utilize available techniques to effectively serve customers. 	
02.07	Utilize a process to assist clients, including difficult customers, with problem resolution.	
02.08	Operate within grant of authority to provide service to customers.	
02.09	Build client relationships.	
03.0	Demonstrate human relations skills necessary for workplace success.  The student will be able to:	
03.01	Exhibit interest and enthusiasm.	
03.02	Demonstrate a positive mental attitude.	
03.03	Demonstrate traits of being industrious and cooperative.	
03.04	Demonstrate sincerity, patience, courtesy, and tact.	
03.05	Exhibit punctuality, attendance and dependability.	
03.06	Willingness to receive and accept feedback and use it constructively.	
03.07	Demonstrate willingness to assume job responsibilities.	
03.08	Develop ability to handle difficult customer/co-worker situations.	
03.09	Develop ability to exhibit friendliness, combined with a professional businesslike approach.	
04.0	Demonstrate proficiency in using microcomputer and electronic skills to perform job functions.  The student will be able to:	
04.01	Apply the following tools to increase work efficiency: telephone systems, word processing, database, spreadsheet programs, presentation programs, email systems and the internet.	
04.02	Utilize computer technology to access, analyze and interpret business information.	
04.03	Cite Internet-based resources correctly using proper format.	
04.04	Research industry trends on the Internet.	
05.0	Perform general organizational workplace competencies.  The student will be able to:	
05.01	Demonstrate self-motivation and responsibility to complete an assigned task.	
05.02	Identify problem solving techniques.	
05.03	Choose appropriate action in situations requiring effective time management.	
05.04	Apply techniques for organizing and planning time and resources to complete an assigned task.	
05.05	Apply principles and techniques for being a productive, contributing member of a team.	
05.06	Communicate effectively with individuals lacking a technical background.	
05.07	Evaluate detailed technical oral instructions for clarity.	
06.0	Demonstrate sales and marketing fundamentals.  The student will be able to:	
06.01	Demonstrate knowledge of services and/or products offered.	
06.02	Recognize consumer motivation, including demographic, geographic and socioeconomic data in buying behaviors.	
06.03	Explain the importance of and demonstrate the procedures of cross selling.	
06.04	Identify the opportunities for cross selling.	
07.0	Demonstrate employability skills.  The student will be able to:	
07.01	Identify personal interest and aptitudes; skills, knowledge; strength and weaknesses.	
07.02	Identify and apply sources of job search including networking, internet, job fairs, employment agencies and others.	
07.03	Conduct a job search.	
07.04	Research information about specific job.	
07.05	Identify documents that may be required when applying for a job.	
07.06	Create an appropriate application portfolio including letter of applications, resumes, thank you letters and available references.	
07.07	Identify methods for requesting and obtaining employment references.	
07.08	Complete a job application and employment form correctly.	
07.09	Identify, understand and demonstrate the job interview process.	
07.10	Demonstrate verbal and non-verbal communication skills, appropriate business attire and hygiene. 	
07.11	Discuss employer expectations regarding attendance, punctuality, initiative, teamwork, etc.	
07.12	Understand and apply the process of accepting and declining job offers.	
07.13	Apply personal skills and talents to enhance work performance.	
07.14	Apply skills to meet and exceed employer expectations.	
07.15	Demonstrate appropriate responses to feedback from employer, supervisor, co-workers and customers.	
07.16	Apply principles and techniques for working productively with people of diverse cultures and backgrounds.	
07.17	Identify and use acceptable strategies for resolving conflict in the workplace.	
08.0	Manage career development.  The student will be able to:	
08.01	Enhance personal business skills.	
08.02	Formulate a career plan for post-graduation.	
08.03	Comply with continuing education needs/requirements.	
08.04	Attend seminars, workshops, and tradeshows.	
08.05	Respond to changing business environment.	
08.06	Identify updated industry information.	
08.07	Explain the importance of having a written job description.	
08.08	Pursue industry designations/licensing/degrees.	
09.0	Utilize effective cross selling techniques and procedures for financial services.  The student will be able to:	
09.01	Identify opportunities for cross selling.	
09.02	Demonstrate how to sell other financial services.	
09.03	Demonstrate knowledge of all services offered by financial institutions.	
09.04	Explain the importance and demonstrate the procedures of cross selling.	
10.0	Demonstrate knowledge of the history, growth and structure of the financial industry.  The student will be able to:	
10.01	Demonstrate knowledge of the evolution of American financial institutions.	
10.02	Identify major acts and important regulations resulting from the growth and changes in financial institutions.	
10.03	Explain the similarities and differences in the financial institutions and other businesses that offer financial services.	
10.04	Explain the effects of deregulation.	
11.0	Understand terminology unique to the finance and credit industry.  The student will be able to:	
11.01	Understand and use terminology as it applies to the finance and financial services industry.	
11.02	Know how to communicate with a customer without using confusing terminology.	
12.0	Understand terminology unique to the finance and financial services industry.  The student will be able to:	
12.01	Understand and use terminology as it applies to the finance and financial services industry.	
12.02	Know how to communicate with a customer in layman’s language.	
13.0	Utilize effective selling techniques in interactions with customers.  The student will be able to:	
13.01	Demonstrate ethics in dealing with customers.	
13.02	Understand selling techniques with customers.	
14.0	Demonstrate knowledge of the history, growth and structure of the banking industry.  The student will be able to:	
14.01	Demonstrate knowledge of the evolution of American banking institutions.	
14.02	Identify major acts and important regulations resulting from the growth and changes in banking institutions.	
14.03	Explain the similarities and differences in the banking institutions and other businesses that offer banking services.	
14.04	Explain the effects of deregulation.	
15.0	Demonstrate basic skills for performing functions of entry level positions in banking institutions.  The student will be able to:	
15.01	Demonstrate counting and strapping of coin and currency.	
15.02	Demonstrate use of a teller machine.	
15.03	Explain the types of endorsements and why they are important.	
15.04	Explain basic teller functions--cashing checks, accepting straight deposits and split deposits, and handling of cash.	
15.05	Demonstrate knowledge of balancing a cash drawer.	
15.06	Know how to detect counterfeit currency and the procedure for reporting it.	
15.07	Explain other special services such as issue Cashier's Checks, issuing and redeeming Savings Bonds, Money Orders, Traveler's Checks, Bank Drafts, payments and cash advances on charge cards.	
16.0	Demonstrate security procedures and detection of fraud.  The student will be able to:	
16.01	Demonstrate procedures bank employees would use during and after a robbery.	
16.02	Demonstrate security procedures.	
16.03	Explain the Currency Transaction Report (CTR).	
16.04	Demonstrate security precautions and methods used to deter bank fraud.	
16.05	Explain the concept of Cybercrime and the risks associated with financial transactions and identity theft/fraud.	
17.0	Demonstrate knowledge of accounting/budgeting operations.  The student will be able to:	
17.01	Demonstrate an understanding of profit vs. not-for-profit accounting.	
17.02	Demonstrate an understanding of available and appropriate technology for accounting applications	
17.03	Interpret and analyze income statement, owner’s equity statement, and cash flow statement.	
17.04	Describe the principles related to pricing decisions.	
18.0	Manage customer interactions.  The student will be able to:	
18.01	Listen reflectively.	
18.02	Review customer history.	
18.03	Ask questions.	
18.04	Collect information.	
18.05	Assess the customer’s needs.	
18.06	Research solutions.	
18.07	Develop a plan of action.	
18.08	Refer to appropriate authority (if needed).	
18.09	Execute data capture.	
18.10	Communicate actions.	
18.11	Resolve customer issues.	
18.12	Offer additional services.	
18.13	Perform follow-up as needed.	
19.0	Participate in learning.  The student will be able to:	
19.01	Attend scheduled training.	
19.02	Utilize available resources.	
19.03	Review job critical information.	
19.04	Seek feedback on performance.	
19.05	Apply acquired skills.	
20.0	Demonstrate knowledge of principles of human resources.  The student will be able to:	
20.01	Demonstrate knowledge of the functions of human resources.	
20.02	Demonstrate knowledge of the employer’s relationship with the Human Resources Department.	
20.03	Demonstrate knowledge of the business concepts used in Human Resources.	
20.04	Demonstrate knowledge of recruitment of employees. 	
20.05	Describe recruitment process.	
20.06	Analyze job descriptions and position requirements.	
20.07	Identify potential employees as candidates in reviewing applicant materials.	
20.08	Demonstrate knowledge of interviewing skills.	
20.09	Describe methods of orientation for new employees.	
20.10	Describe methods to train new employees.	
20.11	Describe process for hiring new employees.	
20.12	Describe compensation and benefit plans.	
20.13	Develop compensation and benefit plans.	
20.14	Describe the legal issues associated with compensation and benefit plans.	
20.15	Describe the functions of the administration of compensation and benefit plans.	
20.16	Describe principles, concepts and legal considerations for realistic decision situations and confrontations between employees and management.	
20.17	Demonstrate an understanding of employee benefits and services.	
20.18	Describe the laws and regulations impacting the human resources environment.	
21.0	Demonstrate knowledge of essential human relations skills.  The student will be able to:	
21.01	Discuss the importance of effective human relations skills in organizations.	
21.02	Relate concepts including self-esteem, perception, values to job performance.	
21.03	Identify and discuss various barriers to communication and specific ways to improve interpersonal and organizational communication.	
22.0	Demonstrate knowledge and application of product and service technology.  The student will be able to:	
22.01	Understand the importance of product safety.	
22.02	Understand the importance of product and service technology.	
23.0	Demonstrate knowledge of basic marketing principles. The student will be able to:	
23.01	Discuss the role of marketing in the free enterprise system.	
23.02	Discuss the functions of marketing.	
24.0	Demonstrate knowledge of real estate.  The student will be able to:	
24.01	Describe a real estate market under the price system.	
24.02	Explain the major sub markets of real estate.	
24.03	Explain the principles of highest and best use of land.	
24.04	List and explain at least three factors that influence demand in the real estate market.	
25.0	Demonstrate knowledge of major laws and regulations that relate to and affect banking.  The student will be able to:	
25.01	Describe the interrelationships between regulatory agencies and the banks they regulate.	
25.02	Explain the elements and differences of torts and crimes.	
25.03	Describe the basic legal entities that transact business with banks.	
25.04	List and explain the elements of a valid contract and the rights and responsibilities of various parties to a contract.	
25.05	Discuss the basic laws affecting an individual’s rights in property.	
25.06	Identify the basic bankruptcy laws and bankruptcy filings permissible.	
25.07	Understand the essential elements of compliance with U.S. and international laws and regulations impacting the banking industry.	
26.0	Demonstrate knowledge of business English and business writing.  The student will be able to:	
26.01	Improve writing techniques for business correspondence.	
26.02	Gain tools that build essential professional language skills. 	
27.0	Operate computers and other equipment appropriate to customer relationship management.  The student will be able to:	
27.01	Obtain and transmit credit information.	
27.02	Obtain information, schedule, place orders, and route using phone, fax, computer, cash register, and other communications and calculating devices.	
27.03	Demonstrate merchandising and operations data entry procedures such as prices, sales, inventory changes, costs, and reductions.	
28.0	Use web browsers to access internet services.  The student will be able to:	
28.01	Explain how to connect to the Internet.	
28.02	Send electronic messages.	
28.03	Explain communication issues specific to e-mail.	
28.04	Set up an e-mail account.	
28.05	Participate in an e-mail discussion group.	
28.06	Explain and use proper Usenet etiquette.	
28.07	Use a Web browser to navigate the Web.	
28.08	Explain the guidelines for evaluating information needs before beginning a search.	
28.09	Explain issues associated with pornography, free speech, censorship, filtering, and copyright on the Web.	
28.10	Describe how to critically evaluate information content.	
28.11	Use bookmarks to create a bibliography.	
29.0	Demonstrate proficiency in microcomputer operating systems and software.  The student will be able to:	
29.01	Describe the historical development of computer operating systems. 	
29.02	Describe the major hardware and related software of microcomputers. 	
29.03	Describe the various operating systems. 	
29.04	Use various software applications.	
29.05	Demonstrate knowledge of data processing concepts. 	
29.06	Identify the major programming languages used in business data processing. 	
29.07	Locate requested information on a computer printout.	
29.08	Locate errors on a computer printout. 	
29.09	Use appropriate software.	
30.0	Demonstrate basic skills for performing loan processing functions of entry level positions in financial institutions.  The student will be able to:	
30.01	Identify and process documentation required on different types of loans.	
30.02	Demonstrate how to properly complete a credit application and a financial statement.	
30.03	Explain how to establish credit and the importance of having a good credit rating.	
30.04	Demonstrate the types of interest and how they are computed.	
30.05	Explain the importance of the lending function.	
30.06	Describe the concept of collateral in secured lending transactions and the protocols associated with the Uniform Commercial Code registration.  	
30.07	Understand rules and regulations applicable to loan transactions from the credit application to the loan closing.	
31.0	Demonstrate proficiency in business law.  The student will be able to:	
31.01	Understand federal and state regulations and examination of financial institutions.	
32.0	Plan the marketing strategy and promote the business.  The student will be able to:	
32.01	Create a promotional plan.	
32.02	Describe the techniques for sales and promotion.	
32.03	Analyze competitive promotional activities.	
32.04	Evaluate promotional effectiveness.	
32.05	Explain the use of goods classification and life cycle analyses as planning tools for marketing.	
32.06	Develop and modify marketing mixes for a business.	
32.07	Identify target markets.	
32.08	Evaluate marketing activities.	
32.09	Demonstrate knowledge of push/pull strategies.	
32.10	Demonstrate knowledge of direct marketing, including e-Business.	
32.11	Demonstrate knowledge of advertising media and the advantages and disadvantages of each.	
32.12	Discuss the role of public relations in the marketing mix.	
33.0	Identify the organization and function of the retail industry.  The student will be able to:	
33.01	Analyze the organizational structure of the retail industry.	
33.02	Analyze the trends in the retail industry.	
34.0	Demonstrate knowledge of small business management functions. The student will be able to:	
34.01	Demonstrate an understanding of principles of small business management concerning business entities, planning, and ethics.	
34.02	Demonstrate an understanding of the principles and systems of accounting in a small business.	
34.03	Demonstrate an understanding of the principles of budgeting and break-even analysis as they apply to the financial management of the small business.	
34.04	Demonstrate an understanding of principles of financing and cash management in the small business.	
34.05	Demonstrate an understanding of the fundamentals of advertising and marketing products and services in the small business.	
34.06	Demonstrate an understanding of the purchasing and management of needed inventories, materials, supplies, services, and equipment of the right quality, in the proper quantity, for reasonable prices, at the appropriate time, from the right vendor or supplier.	
34.07	Demonstrate an understanding of trends in business communications and electronic technology.	
34.08	Demonstrate an understanding of basic management functions of leadership, organizing, staffing, and motivating the small business work team.	
34.09	Demonstrate an understanding of the decision-making, evaluation, importance and mechanics of writing a business plan.	
34.10	Demonstrate an understanding of the components of monitoring costs, job order cost cycle, purchasing materials, inventory, and payroll in job order cost accounting.	
34.11	Evaluate the advantages and disadvantages of the major forms of business ownership. 	
34.12	Understand the issues of family or home-based businesses.	
34.13	Demonstrate an understanding of e-Business.	
35.0	Demonstrate an understanding of commercial lending.  The student will be able to:	
35.01	Understand the business lending environment.	
35.02	Demonstrate an understanding of the commercial client and his/her primary financing needs.	
35.03	Demonstrate an understanding of loan interviewing and credit investigation.  	
36.0	Demonstrate knowledge of statement analysis.  The student will be able to:	
36.01	Demonstrate an understanding of the balance sheet spreadsheet.	
36.02	Understand the details of the income statement and statement of cash flows. 	
36.03	Demonstrate knowledge of financial ratios. 	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Career and Technical Student Organization (CTSO)

Collegiate DECA and Phi Beta Lambda are the intercurricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml.