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Bankacılar için İngilizce

Bankacılar için İngilizce

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Bankacılar için İngilizce

1

Bölüm

32

Ünite

640

Sayfa

İçindekiler

1 bölüm, 32 ünite, 640 sayfa

1

Section 1

32 Ünite • 640 Sayfa

Welcome & Service Basics

20 Sayfa
First Impressions: Greetings
Directing Customers
Queue Management
Survival Phrases 101
Key Terms: Branch Layout
Key Terms: Basic Services
Dialogue 1: Simple Deposit
Dialogue Analysis
Polite Interruptions
Dialogue 2: Finding the Manager
Nuance: Formal vs. Informal
Handling a Long Wait
Template: Appointment Confirmation
Template: Missing Document Notice
Rewrite Exercise
Role-play: Greeting a VIP
Role-play: Directing a Tourist
Vocabulary Quiz: Chapter 1
Speaking Drill: 60-Second Intro
Chapter 1 Reference Card

Personal Details & Forms

20 Sayfa
Identifying the Customer
Spelling and Numbers
Address Details
Survival Phrases: Verification
Key Terms: Personal Info
GDPR and KVKK Basics
Dialogue 1: Opening an Account
Dialogue Analysis
Dialogue 2: Updating a Phone Number
Nuance: Asking Sensitive Questions
Clarification Techniques
Form Filling Walkthrough
Template: Data Update Request
Template: Consent Form Summary
Rewrite Exercise: Data Collection
Role-play: The Missing Signature
Role-play: International Address
Vocabulary Quiz: Chapter 2
Speaking Drill: Verification Flow
Chapter 2 Reference Card

Explaining Products Simply

20 Sayfa
Defining Savings Accounts
Credit Cards vs. Debit Cards
Time Deposit Benefits
Survival Phrases: Product Perks
Key Terms: Cards
Key Terms: Digital Banking
Dialogue 1: Suggesting a Card
Dialogue Analysis
Dialogue 2: Explaining a Gold Account
Nuance: Soft Selling
Comparing Two Products
Explaining Digital Onboarding
Template: Product Info Flyer
Template: Welcome Email
Rewrite Exercise: Product Pitch
Role-play: The Hesitant Customer
Role-play: Explaining Fees
Vocabulary Quiz: Chapter 3
Speaking Drill: Pitching the App
Chapter 3 Reference Card

Common Banking Terms You Actually Use

20 Sayfa
The Core 20
Balance and Statements
Transaction Types
Fees and Commissions
Limits and Dates
Instalments and Debts
Dialogue 1: Checking a Balance
Dialogue 2: Explaining a Fee
Survival Phrases: Transaction Status
Nuance: Positive vs. Negative Terms
Key Terms: Loans & Interest
Key Terms: Insurance
Template: Balance Confirmation
Template: Fee Waiver Explanation
Rewrite Exercise: Technical Jargon
Role-play: The Confused Customer
Role-play: Over-limit Notification
Vocabulary Quiz: Chapter 4
Speaking Drill: Explaining a Statement
Chapter 4 Reference Card

Asking Questions Like a Pro

20 Sayfa
Open vs. Closed Questions
Needs Analysis Basics
Business vs. Personal Use
Survival Phrases: Probing
Key Terms: Purpose of Account
Key Terms: Expected Volume
Dialogue 1: General Inquiry
Dialogue 2: Detailed Needs Assessment
Dialogue Analysis: Probing
Nuance: Softening Questions
Confirming Information
Checking for Understanding
Template: Needs Assessment Form
Template: Follow-up Questions
Rewrite Exercise: Interrogation to Conversation
Role-play: The Vague Customer
Role-play: High Net Worth Intro
Vocabulary Quiz: Chapter 5
Speaking Drill: The Discovery Phase
Chapter 5 Reference Card

Handling Problems Calmly

20 Sayfa
The Power of Empathy
Apologizing Professionally
Identifying the Error
Survival Phrases: Problem Solving
Key Terms: Technical Issues
Key Terms: Delays
Dialogue 1: A Delayed Transfer
Dialogue 2: Incorrect Fee Charged
Dialogue Analysis: De-escalation
Nuance: No-Blame Language
Explaining 'Next Steps'
Promising a Call Back
Template: Error Rectification
Template: Delay Notification
Rewrite Exercise: Professionalizing Anger
Role-play: ATM Ate My Card
Role-play: Wrong Amount Sent
Vocabulary Quiz: Chapter 6
Speaking Drill: The Calm Explanation
Chapter 6 Reference Card

Phone Calls & Call Center Language

20 Sayfa
Answering the Phone
Verifying Identity over Phone
Active Listening on Calls
Survival Phrases: Phone Issues
Key Terms: Phone Banking
Putting Someone on Hold
Dialogue 1: Simple Inquiry Call
Dialogue 2: Transferring a Call
Dialogue Analysis: Recapping
Nuance: Tone of Voice
Taking a Message
Ending the Call
Template: Call Summary Email
Template: Missed Call Message
Rewrite Exercise: Phone Etiquette
Role-play: The Angry Caller
Role-play: Technical Support Call
Vocabulary Quiz: Chapter 7
Speaking Drill: The Recap
Chapter 7 Reference Card

Email & WhatsApp Professionalism

20 Sayfa
Subject Lines that Work
Formal vs. Semi-formal Openings
Structure of a Banking Email
Survival Phrases: Written
Key Terms: Attachments & Links
WhatsApp Banking Etiquette
Dialogue 1: Requesting Documents
Dialogue 2: Scheduling a Meeting
Dialogue Analysis: Professionalism
Nuance: Email Punctuation
The Art of the Follow-up
Out of Office Replies
Template: Document Checklist
Template: Appointment Reminder
Rewrite Exercise: Email Polish
Role-play: The Email Thread
Role-play: Rejecting a Request
Vocabulary Quiz: Chapter 8
Speaking Drill: Drafting Aloud
Chapter 8 Reference Card

App / Internet Banking Support

20 Sayfa
Digital Onboarding Basics
Password & PIN Reset
Two-Factor Authentication (2FA)
Survival Phrases: App Help
Key Terms: UI/UX for Bankers
Device Management
Dialogue 1: Login Failure
Dialogue 2: Making a Mobile Payment
Dialogue Analysis: Giving Directions
Nuance: Patience with Tech
Explaining Security Features
Troubleshooting Connectivity
Template: App Download Guide
Template: Security Alert Explanation
Rewrite Exercise: Step-by-Step
Role-play: The Frustrated User
Role-play: Remote Support
Vocabulary Quiz: Chapter 9
Speaking Drill: The App Tour
Chapter 9 Reference Card

Complaints, Escalation & De-escalation

20 Sayfa
The Anatomy of a Complaint
De-escalation Phrases
When to Escalate
Survival Phrases: Conflict
Key Terms: Complaint Management
Explaining Regulations
Dialogue 1: Rude Customer at Desk
Dialogue 2: Formal Complaint Filing
Dialogue Analysis: Turning it Around
Nuance: Assertive vs. Aggressive
Providing Timelines for Resolution
The 'Service Recovery' Paradox
Template: Official Complaint Response
Template: Resolution Update
Rewrite Exercise: Softening the Blow
Role-play: Fee Dispute
Role-play: Long Queue Outrage
Vocabulary Quiz: Chapter 10
Speaking Drill: The Manager Hand-off
Chapter 10 Reference Card

Teller / Gişe İngilizcesi

20 Sayfa
Cash Deposit Basics
Withdrawal Limits & Security
Foreign Exchange (FX) Buying
Foreign Exchange (FX) Selling
Survival Phrases: Counter Work
Key Terms: Cash Desk
Receipts & Statements
Signature Verification
Dialogue 1: Simple Cash Deposit
Dialogue 2: FX Transaction with Fees
Nuance: Explaining Transaction Limits
Counterfeit Detection Phrasing
Template: Transaction Receipt Email
Template: FX Quote Message
Rewrite Exercise: Teller Speed
Role-play: Wrong Currency Provided
Role-play: Large Withdrawal Request
Vocabulary Quiz: Chapter 11
Speaking Drill: Counting Out Loud
Chapter 11 Reference Card

Customer Representative / Branch Sales

20 Sayfa
Building Rapport
Identifying Sales Triggers
The Ethical Cross-sell
Survival Phrases: Sales
Key Terms: Sales Performance
Explaining Insurance Bundles
Dialogue 1: Suggesting a Savings Plan
Dialogue 2: Upgrading an Account
Dialogue Analysis: Objection Handling
Nuance: Soft vs. Hard Sales
Setting up a Portfolio Review
Explaining Loyalty Points
Template: Meeting Invitation
Template: Product Proposal
Rewrite Exercise: Sales Pitch
Role-play: The Busy Professional
Role-play: The Skeptical Investor
Vocabulary Quiz: Chapter 12
Speaking Drill: The 2-Minute Pitch
Chapter 12 Reference Card

SME / KOBİ Danışmanı İngilizcesi

20 Sayfa
The World of SME Banking
Commercial Account Setup
Understanding Cash Flow
Survival Phrases: Business Banking
Key Terms: POS Terminals
Key Terms: Checks & Promissory Notes
Dialogue 1: POS Machine Inquiry
Dialogue 2: Working Capital Loan
Dialogue Analysis: Business Tone
Nuance: Negotiating Rates
Explaining Collateral (Teminat)
Trade Finance Basics
Template: Commercial Proposal
Template: Requesting Financials
Rewrite Exercise: SME Outreach
Role-play: POS Rate Objection
Role-play: Checking a Business Credit
Vocabulary Quiz: Chapter 13
Speaking Drill: Pitching a POS
Chapter 13 Reference Card

Loans & Credit Processes

20 Sayfa
Types of Loans
The Application Process
Credit Scores & History
Survival Phrases: Lending
Key Terms: Mortgage
Key Terms: Loan Costs
Dialogue 1: Personal Loan Inquiry
Dialogue 2: Mortgage Application
Dialogue Analysis: Eligibility
Nuance: Explaining Rejections
Repayment Schedules
Debt Consolidation
Template: Loan Approval Notice
Template: Document List for Loans
Rewrite Exercise: Lending Terms
Role-play: The High Interest Complaint
Role-play: Early Repayment
Vocabulary Quiz: Chapter 14
Speaking Drill: Explaining APR
Chapter 14 Reference Card

Compliance Basics (KYC / AML / Sanctions)

20 Sayfa
Why Compliance Matters
KYC: Know Your Customer
AML: Anti-Money Laundering
Survival Phrases: Compliance
Key Terms: Sanctions
Key Terms: Source of Wealth
Dialogue 1: Source of Funds Query
Dialogue 2: PEP Verification
Dialogue Analysis: Being Firm but Kind
Nuance: The 'Policy' Shield
Explaining Suspicious Activity Reports
Cross-Border Payments & Compliance
Template: Compliance Questionnaire
Template: Account Freeze Notice
Rewrite Exercise: Compliance Talk
Role-play: The Offended Client
Role-play: High-Risk Country Wire
Vocabulary Quiz: Chapter 15
Speaking Drill: Explaining KYC
Chapter 15 Reference Card

Fraud & Security

20 Sayfa
Common Scams in Turkey
Phishing & Fake Links
Card Fraud & Skimming
Survival Phrases: Security
Key Terms: Cybersecurity
Key Terms: Chargeback
Dialogue 1: Reporting a Lost Card
Dialogue 2: Suspicious Activity Alert
Dialogue Analysis: Urgency
Nuance: Reassuring the Client
Explaining the Chargeback Process
Identity Theft Recovery
Template: Fraud Alert SMS
Template: Security Best Practices
Rewrite Exercise: Security Warnings
Role-play: The Phishing Victim
Role-play: Unauthorized Transaction
Vocabulary Quiz: Chapter 16
Speaking Drill: Security Briefing
Chapter 16 Reference Card

Chapter 1: Welcome & Service Basics

20 Sayfa
Survival Phrases: First Contact
Branch Navigation
Polite Requests
Queue Management
Vocabulary: Branch Layout
Glossary: Basic Verbs
Dialogue 1: The Simple Greeting
Dialogue 2: Directing to Teller
Dialogue 3: Appointment Check
Variation: Late Arrival
Variation: Wrong Branch
Dialogue 4: Handling the Queue
Email Template: Welcome
WhatsApp: Simple Update
Common Errors
Practice: Matching
Practice: Fill in the Blanks
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 2: Personal Details & Forms

20 Sayfa
ID Verification Phrases
Contact Information
Address Details
Confirming Identity
Vocabulary: Identity Documents
Vocabulary: Form Fields
Dialogue 1: Opening a Profile
Dialogue 2: Updating Info
Dialogue 3: Missing Documents
GDPR/KVKK Basics
Signature Instructions
Dialogue 4: Foreign Nationals
Template: Missing Document Email
Template: Data Update Confirmation
Professionalism: Accuracy
Practice: Spelling Names
Practice: Form Filling
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 3: Explaining Products Simply

20 Sayfa
Account Types
Debit vs. Credit Cards
Digital Banking Intro
Interest Rates Basics
Vocabulary: Product Features
Vocabulary: Banking Tools
Dialogue 1: Suggesting a Card
Dialogue 2: Account Benefits
Dialogue 3: App Promotion
Feature Comparison
Simplifying Jargon
Dialogue 4: Time Deposits
Template: Product Brochure Email
WhatsApp: Quick Feature Tip
Cultural Tip: Turkish Habits
Practice: Rewrite
Practice: Product Matching
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 4: Common Banking Terms You Actually Use

20 Sayfa
Daily Transactions
Statements & Balances
Fees & Commissions
Limits & Thresholds
Vocabulary: Transaction Status
Vocabulary: Dates & Cycles
Dialogue 1: Checking Balance
Dialogue 2: Explaining a Fee
Dialogue 3: Transfer Limits
Common Acronyms
Money Idioms
Dialogue 4: Installments
Template: Fee Disclosure
Template: Transfer Receipt
Professional Tone: Numbers
Practice: Terminology Quiz
Practice: Translation Correction
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 5: Asking Questions Like a Pro

20 Sayfa
Open vs. Closed Questions
Clarification Techniques
Needs Analysis
Softening Questions
Vocabulary: Inquiry Verbs
Vocabulary: Customer Intent
Dialogue 1: The Initial Interview
Dialogue 2: Probing for Detail
Dialogue 3: Budget Discussion
Active Listening
Reframing Questions
Dialogue 4: Cross-Selling Prep
Template: Inquiry Follow-up
WhatsApp: Quick Confirmation
Professionalism: Privacy
Practice: Question Transformation
Practice: The 5 Whys
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 6: Handling Problems Calmly

20 Sayfa
Empathy Phrases
Apologizing Professionally
Explaining Delays
The 'Next Steps' Strategy
Vocabulary: Problem Solvers
Vocabulary: Negative Outcomes
Dialogue 1: Wrong Amount Charged
Dialogue 2: Delayed Transfer
Dialogue 3: ATM Ate My Card
Staying Positive
Managing Anger
Dialogue 4: System is Down
Template: Apology Email
WhatsApp: Status Update
Professionalism: Responsibility
Practice: Rewrite
Practice: Empathy Drills
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 7: Phone Calls & Call Center Language

20 Sayfa
Answering the Phone
Phone Verification
Putting on Hold
Transferring Calls
Vocabulary: Audio Issues
Vocabulary: Call Actions
Dialogue 1: Balance Inquiry
Dialogue 2: Appointment Booking
Dialogue 3: Technical Support
Active Listening: Voice
Summarizing the Call
Dialogue 4: Handling a Bad Line
Template: Phone Follow-up
Call Script: Outbound
Clarity: Speaking Speed
Practice: Audio Recap
Practice: Verification Drill
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 8: Email & Professional Messaging

20 Sayfa
Email Structure
Requesting Documents
Confirming Appointments
WhatsApp for Business
Vocabulary: Writing Verbs
Vocabulary: Urgency
Sample: New Account Welcome
Sample: Loan Status Update
Sample: Missing Signature
The Power of Bullet Points
Common Email Mistakes
Sample: Out of Office
Template: Meeting Invite
Template: Document Received
Tone: Softening Requests
Practice: Subject Lines
Practice: Rewrite
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 9: App & Internet Banking Support

20 Sayfa
Login Issues
OTP & SMS Codes
Device Management
App Navigation
Vocabulary: Digital Terms
Vocabulary: Errors
Dialogue 1: Resetting Password
Dialogue 2: QR Code Payments
Dialogue 3: Unblocking Digital Access
Instructional Language
Security Warnings
Dialogue 4: Mobile Transfer
Template: App Guide Email
WhatsApp: Password Reset Link
Troubleshooting Tips
Practice: Step-by-Step
Practice: Error Matching
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 10: Complaints & Escalation

20 Sayfa
Identifying Complaints
Active Listening: Upset Clients
Escalation Phrases
SLA & Timelines
Vocabulary: Grievances
Vocabulary: Legal/Policy
Dialogue 1: Dealing with a Wait
Dialogue 2: Disputing a Fee
Dialogue 3: Escalating to a Supervisor
The 'Feel-Felt-Found' Method
Recording the Complaint
Dialogue 4: Follow-up call
Template: Formal Complaint Response
Template: Escalation Internal Note
Self-Care: Staying Professional
Practice: De-escalation Scripts
Practice: Complaint Summary
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 11: Teller / Gişe İngilizcesi

20 Sayfa
Cash Deposits
Cash Withdrawals
Currency Exchange
Receipts & Stamps
Vocabulary: Cash Terms
Vocabulary: Currency
Dialogue 1: Depositing Cash
Dialogue 2: Exchanging Euros
Dialogue 3: Large Withdrawal
Counting Out Loud
Security Protocols
Dialogue 4: Damaged Banknotes
Template: Currency Rate Alert
Template: Withdrawal Confirmation
Teller Safety Phrases
Practice: Currency Math
Practice: ID Check Drill
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 12: Customer Representative / Branch Sales

20 Sayfa
The Needs Analysis
Suggesting Insurance
Investment Basics
Cross-Selling Techniques
Vocabulary: Sales
Vocabulary: Investment
Dialogue 1: The Portfolio Review
Dialogue 2: Suggesting a Pension Plan
Dialogue 3: Handling a Refusal
Building Rapport
Closing the Sale
Dialogue 4: Upgrading an Account
Template: Post-Meeting Summary
Template: Referral Email
Ethics in Sales
Practice: Benefit vs. Feature
Practice: The Elevator Pitch
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 13: SME / KOBİ Danışmanı İngilizcesi

20 Sayfa
Business Entity Types
Cash Flow Talk
POS & Merchant Services
Commercial Loans
Vocabulary: SME Terms
Vocabulary: Trade Finance
Dialogue 1: Opening a Business Account
Dialogue 2: Explaining POS Commissions
Dialogue 3: Short-term Credit Need
Financial Statement Basics
Checks & Promissory Notes
Dialogue 4: International Trade
Template: SME Loan Proposal
Template: Merchant Welcome
Professionalism: B2B Tone
Practice: Financial Term Matching
Practice: Case Study
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 14: Loans & Credit Processes

20 Sayfa
Loan Eligibility
Mortgages vs. Personal Loans
Interest & APR
Collateral & Guarantees
Vocabulary: Credit Metrics
Vocabulary: Documentation
Dialogue 1: Mortgage Application
Dialogue 2: Explaining a Rejection
Dialogue 3: Early Repayment
Repayment Schedules
Risk Assessment Language
Dialogue 4: Refinancing
Template: Loan Approval
Template: Pending Documents
Professionalism: Sensitivity
Practice: Loan Calculation
Practice: Eligibility Quiz
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 15: Compliance Basics (KYC / AML)

20 Sayfa
What is KYC?
Source of Wealth/Funds
AML Regulations
Sanctions & PEPs
Vocabulary: Compliance
Vocabulary: Regulatory
Dialogue 1: Large Cash Deposit
Dialogue 2: Updating Corporate KYC
Dialogue 3: Explaining a Blocked Transfer
Policy Language
Maintaining Neutrality
Dialogue 4: Handling Resistance
Template: Compliance Request
Template: Account Review Note
Ethics: Confidentiality
Practice: Identifying Red Flags
Practice: Policy Rewrite
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

Chapter 16: Fraud & Security

20 Sayfa
Types of Fraud
Reporting a Stolen Card
Chargeback Process
Security Advice
Vocabulary: Cybercrime
Vocabulary: Recovery
Dialogue 1: Reporting a Scam
Dialogue 2: Freezing an Account
Dialogue 3: Explaining a Chargeback
Identifying Suspicious Activity
The 'Don't Panic' Tone
Dialogue 4: Fake Bank Call
Template: Fraud Alert Email
Template: Claim Status Update
Security Best Practices
Practice: Spot the Scam
Practice: Security Instructions
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds

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