How long does this certification take?

The programme takes 10 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Intermediate Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified KYC and Customer Due Diligence Expert in Sweden

Q: What is the Certified KYC and Customer Due Diligence Expert?

The Certified KYC and Customer Due Diligence Expert is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Banking & Microfinance.

Executive Summary

Certified KYC and Customer Due Diligence Expert

Designed for today’s high-impact professionals, the Certified KYC and Customer Due Diligence Expert (CKYC) delivers a rigorous Intermediate-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 10 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CKYC holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified KYC and Customer Due Diligence Expert

Acronym

CKYC

Who Should Enrol?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support Team Leaders

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards

✦Contact Centre and Multichannel Operations

✦Complaint Handling and Service Recovery

✦Customer Experience Design and Journey Mapping

✦Service Quality, Metrics and Continuous Improvement

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified KYC and Customer Due Diligence Expert

Certified KYC and Customer Due Diligence Expert: industry context, trends and professional standards
Customer service and experience principles
The value of customer-centricity
Customer expectations and satisfaction
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Financial Crime Prevention

AML, KYC and financial crime prevention
Internal control and the fraud triangle
Financial regulation and prudential supervision
Accrual accounting and the profit-cash gap
Reading financial statements as a manager
Budgeting, forecasting and variance analysis
Audit evidence, sampling and professional scepticism
Credit assessment and the five Cs
Expected credit loss and portfolio quality
Treasury, liquidity and currency exposure
Investment appraisal and the cost of capital
Financial inclusion and serving underbanked markets
Working capital and the cash conversion cycle
Costing methods and relevant cost for decisions
Financial modelling and forecasting discipline

Risk-Based Due Diligence

AML, KYC and financial crime prevention
Credit assessment and the five Cs
Financial inclusion and serving underbanked markets
Tax compliance and the tax risk agenda
Applying reporting standards and accounting judgement
Digital finance, mobile money and payment operations
Insurance, risk transfer and retained risk
The finance function, month-end close and reporting cycle
SME and relationship lending in practice
Receivables, collections and credit control
Payables, procurement controls and supplier fraud
Payroll, statutory deductions and employment cost

Internal Control and Fraud

Internal control and the fraud triangle
Audit evidence, sampling and professional scepticism
AML, KYC and financial crime prevention

Prudential Supervision

Financial regulation and prudential supervision
Expected credit loss and portfolio quality
Treasury, liquidity and currency exposure

Credit Risk and Provisioning

Expected credit loss and portfolio quality
Credit assessment and the five Cs
Reading financial statements as a manager

Evidence, Audit and Reporting

Audit evidence, sampling and professional scepticism
Reading financial statements as a manager
Internal control and the fraud triangle

Risk and Control

Fraud risk, prevention and detection
Governance of controls and reporting
Statutory compliance and filings
Managing tax risk and audits
Analytical techniques and bias
Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)
Governance, risk and compliance (GRC)
Governance and organisational value
Public, private and non-profit governance
Leading governance projects and change
Measuring governance improvement
Governance and compliance KPIs
Risk and control effectiveness metrics
Continuous improvement of controls

Legal and Regulatory

Consulting skills and contracting with the business
Interpreting financial statements
Integrated and sustainability reporting
Reporting quality and governance
Regulatory notification and RIDDOR-style reporting
Smart contracts and dApps
Risk and regulatory considerations
Regulatory awareness and compliance
Payment regulation and oversight
Regulatory and compliance requirements
Contract oversight in the public sector
ABC analysis and stock policy
Management accounts and dashboards
Legal duties and compliance
Contractor safety management

Data and Reporting

Professional report and presentation
Cloud and data security
Budget vs actual and variance
Metrics and reporting
Data migration and cleansing
Board and executive financial reporting
Financial storytelling and data visualisation
Data ethics and privacy in finance
Management reporting and decision support
Financial modelling and scenario analysis
Audit evidence, sampling and testing
Data visualisation for finance
Record-keeping and data protection
Evidence-based improvement
Evidence-based practice

Analysis and Decisions

Structured problem-solving and root-cause analysis
Cost and price analysis
Comparable sales analysis and market evidence
Overall equipment effectiveness and downtime analysis
Root cause analysis and corrective action on the line
Cost and profitability analysis
Decision support and insight
Stakeholder identification and analysis
Risk identification and analysis
Qualitative and quantitative risk analysis
Issue and problem management
Training needs analysis
Root-cause analysis and problem solving
Malware and attack analysis
Strategic analysis: PESTLE, SWOT and Porter’s Five Forces

Operations and Process

Aligning service to brand and business
Customer-centric operating models
Designing a service or experience improvement
Queue management and service flow
Self-service and digital support
Operational efficiency and productivity
Design thinking for service
Service analytics and dashboards
Customer service technology stack
Emerging service technologies
Growing value through service
Quality and delivery metrics
Delivery, quality and stakeholder plan
Quality planning and assurance
Quality control and continuous improvement

Leadership and Management

Portfolio and resource management systems
Document and configuration management
Programme management principles
Portfolio management and prioritisation
Value management and business value
Communicating financial results
Revenue management and yield
Key account management strategy
Renewals and churn management
Field sales and territory management
Tender and bid management
Influencing and safety leadership
Psychodynamic and psychoanalytic approaches
Environmental management systems (ISO 14001)
Attachment and developmental theory

People and Development

Wellbeing and resilience coaching
Measuring coaching outcomes
Working with referrers and multidisciplinary teams
Collaboration and teamwork
Scaling delivery capability
Project management plan development
Schedule development and optimisation
Servant leadership and self-organising teams
Virtual and distributed teams
Team leadership and motivation
Leading project teams
Managing resistance and capability building
Category management and strategy development
Supplier development and improvement
Real estate development and project appraisal

Communication

Professional presentation and pitching
Media and public communication
Facilitation, training and public presentation skills
Communicating technical information to diverse audiences
Professional report writing and presentation
Communication and interpersonal skills
Influencing and presenting insights
Professional and persuasive communication
Crisis communications
Stakeholder communications
Ethics in communications
Psychoeducation and public communication
Professional documentation and presentation
Communication planning and management
Integrated marketing communications

Stakeholders and Clients

Stakeholder trust and reputation metrics
Stakeholder engagement plan
Shareholder and stakeholder rights
Employment relationship and the psychological contract
Professional roles, boundaries and settings
Transparency and stakeholder trust
Influencing and persuasion
Negotiation and conflict resolution
Categories of spend and stakeholders
Negotiation strategy and planning
Negotiation tactics and behaviours
Commercial negotiation and value capture
Influencer and affiliate marketing
Building strategic customer relationships
Sponsorship and negotiation selling

Markets and Customers

Voice of the customer programmes
Reducing customer effort
Customer effort and sentiment analysis
CRM systems and customer data
Social media customer care
Unified customer view
Customer loyalty and advocacy
Customer lifetime value
Voice of the customer to the business
Working with product and operations
Team leadership in customer service
Strategic customer relationships
Insurance products and lines of business
Insurance pricing, premiums and loadings
Policy administration and customer service in insurance

Technology and Systems

Safety management systems (ISO 45001)
The finance function and digital transformation
Ethical principles and codes of practice
Regulatory and digital transformation
Digital ethics and responsible AI
Safety management systems overview (ISO 45001)
Managing boundaries and dual relationships
Digital permits and inspections
Automation and safety technology
Peer support and consultation
Emerging-technology evaluation
Scaling technologies and business models
Sustaining ethical, effective practice
Digital and market transformation
Traceability, recall and quality assurance systems

Strategic Context

Data-driven growth
Competitive and market intelligence
Translating insight into strategy
Ethical frameworks and codes of practice
Managing growth, risk and resilience
Duty of care and risk management
Customer service and CX strategy
Sustaining strategic customer focus
Customer experience strategy
Category management and strategy
Competitive bidding processes
Business model design and innovation
Setting strategic priorities and choices
Aligning teams around strategy
Strategy execution and the balanced scorecard

Projects and Delivery

Range planning and category management
Mine planning and methods: surface and underground
Complaints, accountability and fitness to practise
Legal responsibilities and professional bodies
Media planning and buying
Telehealth and digital care delivery
Public health programmes: prevention and outreach
Forecasting and planning
Designing an intervention or programme
Risk assessment and safety planning
Treatment planning and review
Campaign planning and execution
Account planning and whitespace analysis
Leading campaigns and sales projects
Team leadership in field and project settings

Performance Measurement

Banking KPIs and branch scorecards
Service quality and turnaround metrics
Sales performance and pipeline management
Social performance and outreach
Investment principles and objectives
Logistics KPIs and cost control
Warehouse performance metrics
Planning performance and service
Performance monitoring and KPIs
Performance management systems and cycles
Performance measurement and KPI dashboards
Agile metrics and velocity
Setting objectives and marketing KPIs
Marketing and sales KPIs and dashboards
Funnel, pipeline and conversion metrics

Procurement and Suppliers

Supply analysis, gaps and scenario planning
Procurement and supply chain: scope and value
The procurement cycle and operating models
Public versus private procurement
Supply markets and the enabling environment
Digital procurement and the future of the profession
Public procurement frameworks and principles
Sustainable procurement principles and standards
Fair trade and responsible supply
Procurement and asset management under donor rules
Vendor, venue and supplier contracting for events
Water supply systems: sources, treatment and distribution
Client feedback and satisfaction
Managing risk and difficult cases
Procurement and stock management for health commodities

Ethics and Conduct

Lessons learned and development
Driving effective, ethical outcomes
Professional ethics in customer service
Responsible and ethical service
Ethics and integrity in banking
Professional ethics and banking conduct
Treating customers fairly and market conduct
Integrity, confidentiality and conflicts
Anti-corruption and financial-crime ethics
Data ethics and customer privacy
Bribery, corruption and conduct risk
Professional standards and ethics
Marketing and sales ethics
Ethics and independence
Ethics and professional standards in finance

People Administration

Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Communicating risk to the workforce
Workforce and shift management in retail
Workforce management and scheduling
Workforce planning and scheduling
Employee experience and engagement
Employee voice, surveys and action planning
Employee and manager self-service
Cost of workforce and ROI of HR interventions
Workforce reporting and storytelling with data
Workforce planning and the capability gap
Employee relations, discipline and fair process

International and Currency

Cross-border data and transfers
Transfer pricing and international tax
Cross-cultural and global inclusion
Global and comparative HR contexts
Strategic alignment of investments
Team development and effectiveness
Coaching and developing team members
Managing virtual and cross-cultural teams
Decision-making and problem solving
Building high-performing project teams
Market analysis and environmental scanning

Change

Measuring growth and transformation impact
Behaviour change and adoption of innovations
Customer experience transformation
Measuring CX transformation impact
Digital transformation in banking
Foreign exchange and treasury operations
Technology governance and change control
Foreign exchange and hedging
Change management and adoption
Governance transformation and reform
Regulatory change management
Designing and facilitating groups
User adoption and change
Variations, claims and delay: managing change on site
Change talk and readiness

Sustainability and ESG

Sustainability certification and standards
Responsible and sustainable banking
Sustainable and green banking
Control environment and risk assessment
Emerging assurance areas (ESG)
Sustainability, ESG and integrated value
Sustainability and responsible finance
The regulatory and legal environment
Trends: ESG, transparency and stakeholder capitalism
Responsible and sustainable governance
ESG principles and frameworks
Sustainability and responsible marketing
Carbon markets and climate finance
Monitoring sustainability outcomes
Monitoring, evaluation and sustainability plan

Learning and Research

Lessons learned and knowledge management
Market research design and methods
Qualitative and quantitative research
Psychoeducation and workshops
Complaint data and learning
Training and capability building
Cognitive load and learning science
The learning and development profession
Learning strategy and business alignment
Learning cultures and the learning organisation
Blended and hybrid learning design
Learning technologies and the LMS
Learning transfer and capability building
Monitoring, evaluation and learning for accountability
Motivation and self-directed learning

Financial Practice

Reconciliations and the financial close
Corporate income tax and computations
Tax planning, avoidance and evasion distinguished
Stakeholders, agency and accountability
Accountability and transparency
Committees: audit, risk, remuneration
Options appraisal and cost-benefit
Working with organisations on wellbeing
Cost of accidents and prevention value
Legal, cost and feasibility analysis
Corporate governance and accountability
Financial risk in projects
Cost estimation and budgeting
Time and cost control
Managing schedule and budget performance

Banking and Financial Services

Banking products, services and delivery channels
The regulatory landscape and central banking
Digital disruption and the future of banking
Stakeholder mapping in banking
Leading banking projects and change
Team leadership in banking operations
Data-driven and personalised banking
Corporate governance in banks
Continuous improvement and lean banking
Driving measurable banking improvement
Designing a banking solution or process
Credit analysis and the 5 Cs of credit
Loan structuring, pricing and covenants
Problem loans, restructuring and recovery
Consumer, SME and corporate lending

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified KYC and Customer Due Diligence Expert principles aligned with recognised customer-experience and service-quality standards
Apply evidence-based methods to improve customer service, contact-centre operations and customer experience
Master customer service excellence and standards and contact centre and multichannel operations
Apply complaint handling and service recovery and customer experience design and journey mapping in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in customer service

Enrolment Process

How to Get Certified

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Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

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Frequently Asked Questions

Common Questions

What is the CKYC certification?

The Certified KYC and Customer Due Diligence Expert (CKYC) is a Intermediate-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CKYC?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CKYC certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CKYC internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CKYC certification?

The Certified KYC and Customer Due Diligence Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CKYC certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CKYC?

The Certified KYC and Customer Due Diligence Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CKYC?

The Certified KYC and Customer Due Diligence Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CKYC while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CKYC?

Graduates progress towards senior customer-experience and service-operations roles. The CKYC strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Certified KYC and Customer Due Diligence Expert

Certified KYC and Customer Due Diligence Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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