個人金融業(yè)務(wù)英語服務(wù)手冊.ppt

1、個人金融業(yè)務(wù)柜面英文服務(wù)用語Personal Banking Service in English2009年12月,日常接待和服務(wù) Daily Reception and Service,金融服務(wù)英語,日常業(yè)務(wù) 1,deposit存款 withdraw 取款 balance 余額,current deposit / account活期存款 time deposit / account定期存款 to close / clear an account 結(jié)清 deposit book / passbook 存折,討論：零存整取怎么說？Installment saving,1、詞匯,What sort

2、 of account do you want/like ? 請問您要開立哪種帳戶？ How much do you want to deposit / withdraw? 請問您想存（取）多少錢？ I want to deposit 300 yuan into my account.我想在我的戶頭上存300元。,2、常用句型,日常業(yè)務(wù) 1,What denomination do you want? In what denomination? How would you like to have it? 請問您需要哪種票面的現(xiàn)金？ Id like to make a money/ an ac

3、count transfer 我要轉(zhuǎn)帳。 I want to deposit these cheques into my account.我想把這些支票存在我的戶頭上。,日常業(yè)務(wù) 1,Id like to report the loss of my credit card and cancel it. 我要辦理信用卡掛失并取消那張卡 Do you offer inter-bank transfer service? 你們有跨行轉(zhuǎn)帳的服務(wù)嗎？ You need to pay the fee for TT. We will charge commission for TT. 辦理電匯要交手續(xù)費。

4、We will charge a collection fee of 2 Yuan. 我們要加收2元人民幣的費用。,日常業(yè)務(wù) 1,你必須把大小寫的數(shù)額都寫上。 Please write the amount both in numbers and in word . 請?zhí)詈眠@張申請表并簽上您的名字。 Please fill in this application form and sign your name.,日常業(yè)務(wù) 1,最低金額為一元。 The minimum amount is one Yuan. 最小起存金額為一元。 One Yuan is the minimum original

5、deposit. 您必須在開始存入50元。 You have to deposit an initial amount of 50 Yuan.,日常業(yè)務(wù) 1,B: Good morning, sir. I am from Japan. Can you help me? 顧客：你好，先生。我是日本人。你能幫忙嗎？ A: It is my pleasure, what can I do for you? 職員：很高興為您效勞，我能為您做點什么？ B: Oh, I want to change some money, but I do not know how to fill out the exc

6、hange memo. 顧客：啊，我想兌換些錢，但不知道怎樣填寫兌換水單。,日常業(yè)務(wù) 1,3、情景對話 （分角色朗讀對話）,A: Would you mind to give me your passport and write down your name on this paper? 職員：您能把您的護照給我，并把您的名字寫在這張紙上嗎？ B: Here are my passport and name. My name is Tanaka. 顧客：給你護照和姓名，我叫田中。 A: Good. I will fill out the exchange memo for you now. W

7、hy do not you take a seat over there for a moment? 職員：好，我現(xiàn)在就為您填寫這張兌換水單。您請在那里坐一會行嗎？ B: OK. Thanks. 顧客：好的，謝謝。,日常業(yè)務(wù) 1,A:Please keep your exchange memo safely , if you will have Renminbi left, you may convert the unused Renminbi back into Japan yen with this exchange memo 職員：請您保管好您的這張兌換水單, 以便您有沒用完的人民幣的兌

8、換成日圓 B: Thank you indeed. I will do that. 顧客：我會保管好的。謝謝 A: Not at all. 職員：不用謝。,日常業(yè)務(wù) 1,情景對話,A: Excuse me, sir. Is there anything I can do for you? B: Yes. Id like to change some money, please. A: All right. How much would you like to change? B: Let me see. I think maybe 600 USD at least. A: Pardon? B:

9、 Six hundred US dollars. A: Im sorry, sir, after 7:00 PM, the change maximum limit is US $400 according to our regulations. B: But I am badly in need of the amount. Might I ask you to make an exception for me? A: Im afraid we cannot help you, sir, because that would be violating the Regulation. I ow

10、e an apology for doing nothing about it B: Its just too bad. I have to leave it as it is, and thank you just the same.,A: I need to open a savings account. Whats the procedure for it? B: First,you need to complete a deposit slip. A: Any fees for the service? B: No. There isnt any service charge. Wou

11、ld you like to have a password? A: Yes, Id like to. B: Please press the buttons on this machine, and enter your pin number for four digit. What sort of account do you want? A: Id rather open a current account. B: The annual interest rate is 3.5%. A: Good. Id like to deposit 300 dollars,情景對話,常用句型,可以出

12、示一下您的護照么？ Would you mind showing me your passport? 可以看一下您的身份證么？ Could you please show me your Identity Card?,日常業(yè)務(wù) 1,匯率顯示在那邊的電子屏幕上。 The exchange rate is shown on the Electronic Rate Board over there. 今天人民幣兌美元的匯率是725元人民幣兌100美元。 Todays exchange rate of RMB to USD is 725 Yuan to 100 dollar. 美元的買入價是725元人

13、民幣兌換100美元。 The buying rate of US dollar note is 725 Yuan per 100 dollars.,日常業(yè)務(wù) 1,一年定期存款的利率是3.78%。 The interest rate of one year time deposit is 3.78 percent. 我們執(zhí)行中央銀行許可的利率政策。 We pay the interest at the rate permitted and indicated by the Central Bank.,日常業(yè)務(wù) 1,調(diào)解糾紛,confiscate 沒收 forged notes 假幣 counte

14、rfeit 偽造 relevant 相關(guān) regulation 規(guī)定 technical examination 技術(shù)鑒定 understanding 理解,1、詞匯,Calm down /cool down 冷靜 Serious 嚴(yán)重的 Misunderstanding 誤會 Improve 提高、改進 Suggestion 建議 Regret /apologize 抱歉 Assistant manager 經(jīng)理助理 Discuss 討論 Disturb 打擾,Sir, I am the service manager. Would you please tell me what happe

15、ned？ 先生您好，我是服務(wù)經(jīng)理，您能告訴我是怎么回事么？ Well, please calm down, I think there is nothing serious and I can help you with the problem. Come with me, please. 請您先冷靜下來，我認(rèn)為事情并沒有那么嚴(yán)重，我可以幫助您解決問題，請跟我來。 We are sincerely sorry for this misunderstanding, but could I ask you for your cooperation and understanding? 對于這個誤會

16、我們感到非常抱歉，但是我希望能夠得到您的理解與合作，好嗎？,2、常用句型,After technical examination, we find this note is counterfeit. 經(jīng)過技術(shù)鑒定，我們發(fā)現(xiàn)這張鈔票是偽造的。 According to the relevant regulations, forged notes are to be confiscated. 根據(jù)相關(guān)規(guī)定，假幣應(yīng)該沒收。,3、情景對話,A:Good morning,Im the service manager. Would you please tell me what happened? 早晨好

17、，我是這里的服務(wù)經(jīng)理。您能告訴我是怎么回事嗎？ B:This lady told me my notes are counterfeit! Its unbelievable ! 這位女士告訴我的錢是偽鈔！太不可置信了！ A：Well, please calm down, I can help you with the problem.Come with me ,please. 嗯，請您冷靜一下，我可以幫助您，請跟我來。,A:Im sorry to tell you ,madam.Our general manager is not available at this moment.But Id

18、 be more than glad to get our assistant manager for you if you like. 太太，很抱歉告訴您，我們的總經(jīng)理現(xiàn)在不在。但是如果您愿意，我非?？梢詭ヒ娢覀兊慕?jīng)理助理。 B:OK. 好的。 A:one moment,please. 請稍等。 C：OhIm sorry madam,after technical examination,we find your note is counterfeit. According to the regulations, forged notes are to be confiscated. 噢

19、很抱歉，太太，經(jīng)過技術(shù)鑒定，您的這張錢幣是偽造的。根據(jù)規(guī)定，我們應(yīng)該沒收您的假鈔。,外幣兌換 Foreign Currency Exchange,1.Foreign exchange rate 外匯匯率 frin 2.exchange memo 水單 iksteind memu 3.the Administration of Foreign Exchange(SAFE) 外管局 dministrein 4.the Central Bank 央行 5.China Banking Supervisory Commission(CBRC) 銀監(jiān)會 sju:pvaizri kmin 6.US doll

20、ars 美元USD 7.Pound sterling st:li 英鎊GBP 8.Euros 歐元EUR 9.Japanese yen日元JPY 10.Hong Kong dollars港幣HKD,1.詢問兌換何種外幣？ A:What kind of currency do you want to exchange? B:I want to exchange some US dollars into RMB. A: Sorry, we dont change Swiss Franc at present. 2.詢問兌換多少？ A:How much would you like to chang

21、e? B: I want to change 500 dollars.,3.確認(rèn)客戶是否帶了護照 Do you have your passport? /Please show me your passport. 4.告知客戶兌換的利率 B: Could you tell the exchange rate A: Its RMB 691.85 against 100 US dollars. Its RMB 691.85 per 100 US dollars. The exchange rate today is 6.9185 RMB to one US dollar.,5.請客戶在水單上簽字

22、Please sign your name at the bottom of the exchange memo. 6. 完成兌換并提示客戶保管好水單 Here is your exchanged RMB and your passport. Please keep this memo carefully. You have to show the memo to the bank when you convert any unused RMB back into foreign exchange.,外籍人士人民幣（收入）購買外幣,根據(jù)我國外匯管理規(guī)定，外籍人士可以憑護照兌換等值500美元的外

23、幣。如果超過等值500美元，需要提供護照、收入證明和相關(guān)完稅證明 According to Chinas FX regulations, foreigners could exchange 500 USD OR equivalent , if you want to exchange more than 500, we need your passport, income certificate and relevant tax completion/fulfillment certificate.,剩余人民幣兌換成外幣,A: Good morning, Sir, what can I do

24、for you? B: Yes,please. I have 2000 yuan , and I want to change back into US dollars. A: Certainly, please show me your passport and the exchange memo. B: Exchange memo? A: Yes, it is the Certificate proving that you exchanged your countrys currency into RMB when you first came to China. Or: Yes, th

25、at is the certificate from the bank when you changed your money into RMB yuan.,B: OK, I see. Here it is. A: Thanks. Please wait a moment. B: OK. A: Todays exchange rate is 7.1000, and here are the cash and your passport. B:Thanks. A You are welcome. Bye and have a nice day. B: Bye.,旅行支票Travelers Che

26、ques,常用詞語 支票： Checks/Cheques 旅行支票： travelers cheques 購買旅支協(xié)議書： Purchase p:ts Agreement/ Purchase record 審核/查實： verify verifai 授權(quán)書： authorization :raizein letter 索賠申請表： Refund Claim Form 簽名： sign or signature signit 復(fù)簽： countersign kauntsain ,（一）旅行支票兌付 兌現(xiàn)的過程 詢問客戶出示護照或身份證檢察初簽當(dāng)面復(fù)簽核對初復(fù)簽及支票真?zhèn)翁钪茊巫C交付現(xiàn)金,詢問客戶

27、兌換需求 A:Can I help you? B: I want to cash some travelers checks? A:How much do you want to cash? B: I want to cash USD 500.,要求客戶初具護照并在支票上復(fù)簽 Can I see your passport or identity card? Please countersign the checks. I am sorry, your checks are already countersigned, could you please sign again on the ba

28、ck of check.,詢問兌換幣種，告知費率 A: What currency do you want, USD or RMB? B: I would like to have USD/RMB, please. A: We will charge 0.75% of the face value, which is USD3.75, the net amount after commission is USD 496.25.,外幣兌換零鈔將折算成人民幣 As we do not offer small change of USD, how about we give you USD496,

29、for the change of USD0.25, we will give RMB equivalent. Todays/ now the Exchange rate is 7.0150, here are the exchange memo and the total RMB 3481.20.,抱歉不能兌換客戶的旅行支票 Sorry, we are unable to cash your check as the signatures are different. Sorry, we are unable to cash your check right now, we need to

30、contact the service center of the issuing company, for authorization. Sorry, we are unable to cash your check, since it is a transferred one, we have to make a collection.,（二）購買旅行支票 詢問兌換幣種，告知費率 B: Can I buy travelers check here? A: Yes, how much would you like to buy? B:What is your charges/fee/ com

31、mission? A: Our charge is 0.1%,詢問客戶需要的旅行支票面額 A: We have two kinds of traveler checks, one is USD 100 par value , another is USD 50 par value, which do you like? B: I would like to have 300 in 100 denomination , and rest 200 in 50 denomination.,提醒收妥購買協(xié)議并在每張支票上初簽 Here are the purchase agreement and th

32、e checks, please sign on each check. Please keep the purchase agreement carefully and safely, in case for future use.,（三）旅行支票遺失處理 請問您把“購買旅行支票協(xié)議書”帶來了嗎? Have you got your “Purchase Agreement” with you? or: Do you bring the Purchase Agreement with you? 2. 請趕緊和旅行支票公司聯(lián)系。 Please contact the Travelers cheq

33、ues company as soon as possible， tell them all the particulars of the cheques., the loss and your personal information.,They will fax an authorization letter and a Refund Claim Form to our bank, and we will assist you in obtaining the refund. （按照他們傳真過來的授權(quán)書和旅行支票遺失索賠申請表，我們將為您辦理掛失理賠手續(xù)） 4. Lastly, pleas

34、e fill out the Refund Claim Form and sign your name. （最后請您填寫遺失索償申請表，并簽上您的姓名）,銀行卡業(yè)務(wù)Card business,常見詞語,銀行卡：Bankcard 借記卡：Debit debit card 貸記卡：Credit kredit card 掛失： Loss report 存款： Deposit dipzit 取款： Withdraw widr: ,境外銀行卡能否在國內(nèi)取款,B: I am from England, can I withdraw RMB using my credit card/visa card? A

35、: Yes, you may withdraw RMB cash from ATM.,外籍人士申請開立農(nóng)行銀行卡：只需出示有效的護照 A: Hello. What can I do for you? B: Yes. Can I apply for a bankcard? A:Certainly, can I have your passport. B: OK. Here you are. A: How much do you want to deposit?,申請銀行卡,不懂漢語能從ATM提款么？ B: Can I withdraw money from the ATM? I dont rea

36、d Chinese. A: Dont worry, our ATMs are well-equipped. They have instructions in both Chinese and English.,ATM提款,B: Excuse me. Theres something wrong with this ATM, my card has been swallowed. A: Dont worry. Can I see your passport and the ATM receipt? Or: Wait a moment , please. Is this your card? O

37、r: Please sign your name here, and here is your card and the passport.,被ATM吞卡,A: Hello. What can I do for you? B: I lost my card. A: Now please fill out this form.The charge for loss report is fifteen Yuan. B:Everything is fine, and your money is safe now. Please come and collect your reissued/ new

38、card after seven workdays, Please remember to bring the receipt and your passport with you。,銀行卡掛失,其他用語 You can make the loss report either via our call center 95599 or over the counter. There is no withdrawal or consumption record in your account today.,西聯(lián)匯款,Vocabulary,西聯(lián)匯款 Western Union Money Trans

39、fer 貴賓窗口 VIP counter 發(fā)匯業(yè)務(wù)/收匯業(yè)務(wù) send money / receive money 發(fā)匯單/收匯單 Send Money Form / Receive Money Form 發(fā)匯人/收匯人 sender / receiver 服務(wù)費 bank charge / bank commission kmin 收 據(jù) receipt risi:t 匯款監(jiān)控號 Money Transfer Control Number 兌換單 Exchange Bill Note 客戶服務(wù)中心 Customer Service Center,目錄,客戶到來時 發(fā)匯業(yè)務(wù)的正常情況 發(fā)匯業(yè)務(wù)

40、的非正常情況 收匯業(yè)務(wù)的正常情況 收匯業(yè)務(wù)的非正常情況 客戶離開時,使用西聯(lián)匯款業(yè)務(wù)是您明智的選擇，西聯(lián)匯款是全球速度最快的。 Western Union Money Transfer is your wise choice. It is the fastest way to transfer money worldwide,If you have time to say that, you might want to say something like:,請問您辦理辦理發(fā)匯業(yè)務(wù)還是收匯業(yè)務(wù)？ Do you send money or receive money?,當(dāng)然，如果自己處理不了，你

41、可以：,請到貴賓客戶窗/XX號窗辦理西聯(lián)匯款業(yè)務(wù)。 Please go to the VIP Counter / No. XX Counter,請稍等，我?guī)湍阏胰藖碜?Please wait a second, I will get someone to help you,發(fā)匯業(yè)務(wù)的正常情況,請您填寫發(fā)匯單。 Please fill in the Send Money form,Please fill in this form,請問您匯出多少錢？,How much do you want to send?,請出示您的護照和簽證，謝謝合作！ Please show me your passpor

42、t and visa. Thank you for your cooperation,Passport please. Thank you,請您稍等，我將盡快為您辦理好這筆匯款 Please wait for a minute. It will be OK soon,Please wait a moment. This shall take no time,如果你需要起身暫時離開一下，請一定要說一聲：,I will be right with you,I will be back,您的匯款本金是500美元，服務(wù)費15元，一共是515美金,For your 500 Dollars, the ch

43、arges are 15 Dollars. Total amount 515 Dollars, please!,一些數(shù)字的簡便說法：,1000 One grand,$5.26 Five twenty six,984,798,748,遇到這種情況最好還是挨個念數(shù)字的好,這是您的收據(jù)。請小心保管,Here is your receipt. Please keep it carefully,這是您的匯款監(jiān)控號。 請將此告訴收款人，這樣他/她取款會更方便,This is your Money Transfer Control Number. Please tell the receiver about

44、 it. He/She will get the money more easily with this number,This is your Reference Number. Please tell the receiver about it so that he will get the money easily,請告訴收匯人去就近帶有西聯(lián)標(biāo)識的網(wǎng)點，帶上他/她的證件，并且告訴柜員匯入金額、從何地匯入？如核實無誤，她/他會收到這筆錢,Tell the receiver to go to the nearest place which has Western Union sign, an

45、d bring his/her certificate. Also she/he should tell the counter how much you send and from where. After checking, she/he will get the money,Please tell your friend to bring his ID and go to the nearest place which has Western Union service. Tell them how much and from where you have sent the money.

46、 When it is approved, he will get the money,發(fā)匯業(yè)務(wù)的非正常情況,對不起，您的款項有誤。請您重新清點一下好嗎,Excuse me? Im afraid your amount is wrong. Would you please check again?,對不起，您忘記簽名了。請您在這里簽名。謝謝！,Excuse me? You forgot to sign your name. Please sign your name here. Thank you!,對不起，電腦系統(tǒng)出故障了，請稍等,Im sorry. There is something w

47、rong with the computer system. Please wait for a while,收匯業(yè)務(wù)的正常情況,請您填寫收匯單,Please fill in the Receive Money form,請?zhí)顚憛R款監(jiān)控號，它將有助于您得到更快捷的服務(wù),If you know the Money Transfer Control Number, please write it down here. It is quite useful for a fast service,請出示您的護照,Your passport please,請問您需要美元還是人民幣？,Do you wan

48、t Dollar or RMB?,這是您的匯款1000美元和收據(jù)。請您把款清點一下！,Here is your money of 1000 dollars and your Receipt. Please check the amount,Here are your 1000 dollars and Receipt. Please check it,這是8100元人民幣和兌換單，請您清點一下,This is 8100 RMB and the Exchange Bill Note, please check it,收匯業(yè)務(wù)的非正常情況,對不起！您填寫的發(fā)匯人/收匯人姓名與我們的記錄有些不同。您能

49、確認(rèn)填寫無誤嗎？,Excuse me！Im afraid the Senders/Receivers name you wrote is different from our record. Are you sure it is correct?,對不起！還是不對。我必須打電話給客戶服務(wù)中心。請您稍等。,Sorry, its still wrong. I have to contact the customer service center. Please wait for a minute,對不起，讓您久等了！我這就把款項解付給您,Sorry to keep you waiting! I c

50、an give you the money right now,對不起！您忘記簽名了。請您在這里簽名（收匯單和國際收支申報單的簽名處）。謝謝！,Excuse me? You forgot to sign your name. Please sign your name here. Thank you!,客戶離開時,感謝您選擇我們的服務(wù)！,Thank you for choosing our service!,感謝您選擇西聯(lián)匯款！,Thank you for choosing Western Union Money Transfer!,很高興為您服務(wù)！,It is my pleasure!,說再

51、見有很多種： Goodbye, Bye, See you, Take care,您能留下聯(lián)系電話嗎？款項到了以后我們給您打電話,Please tell us your telephone number; we will call you as soon as the money arrives,您的錢已經(jīng)匯到了，一千英鎊,Your money has arrived. A thousand pounds sterling,One thousand pounds/ One thousand sterling,20英鎊是銀行對國際清算收取的費用。這是對所有客戶收取的標(biāo)準(zhǔn)費用,The 20 poun

52、ds are the bank charges for international clearing. This is the standard charge for all customers.,20 pounds is the standard charge for international clearing.,您要人民幣還是英鎊？,How would you like to have it, sir? In RMB or sterling?,外匯匯款REMITTANCE,Part I: Topic Introduction,Make inward and outward remitta

53、nce that focus on most international people, who either receive some money from abroad or would like to send some money out of China. 針對外國友人的匯入?yún)R出業(yè)務(wù)的一些服務(wù)用語，其中既包括了把錢從國外匯到國內(nèi)的服務(wù)用語，也包括了從中國匯出到國外的服務(wù)用語。,Inward Remittance 匯入?yún)R款,The way of settlement that, entrusted by the customers, the foreign correspondent

54、banks or sister-branches remits the fund into the domestic bank and instructs it to pay the fund to the payee. The way of remittance includes telegraphic transfer (T/T), mail transfer (M/T), and bankers demand draft (D/D), among which T/T and D/D are used most commonly. 匯款包括電匯（T/T)，信匯（M/T)，和票匯（D/D)，

55、其中電匯和票匯最為常用。,Outward Remittance 匯出匯款,Outward remittance means the remitting bank, entrusted by the remitter, remit funds to his sister-banks or his correspondent banks by the certain instrument and instruct them to pay the certain amount to the nominated payee. The instruments of remittance includes

56、 telegraphic transfer（TT）, mail transfer(MT), and draft transfer(DD), among which telegraphic transfer and draft transfer are used most commonly. 匯款包括電匯（T/T)，信匯（M/T)，和票匯（D/D)，其中電匯和票匯最為常用。,Part II: Glossary,Outward remittance rimitns 匯出匯款 Inward remittance 匯入?yún)R款 Foreign remittance 國外匯款 Domestic remitt

57、ance 國內(nèi)匯款 Funds transfer 資金轉(zhuǎn)移，匯款 Payer 付款人 Payee 收款人 Beneficiary .benifiri 收款人，受益人 Remitting bank 匯出行 Paying 付款行，匯入行,Mode of remittance 匯款方式 Telegraphic transfer(T/T) 電匯 Mail transfer(M/T) 信匯 Demand draft(D/D) 票匯，即期匯票 Draft 匯票 Bill of exchange(B/E) 匯票 Application for remittance 匯款申請 Advance remittan

58、ce 預(yù)付匯款,PART III: Common Expressions,How would you like to remit the money? 您想采用什么方式匯款？ What modes of remittance do you provide? 你們提供哪些種類的匯款服務(wù)？ The fee for D/D is higher. 票匯的手續(xù)費要高些。 How much would you like to remit? 您想?yún)R多少錢？,The remittance fee is subject to the amount and the mode of remittance. 匯費取決

59、于匯款的金額和匯款的方式。 To whom do you want to remit it? 您想?yún)R給誰？ When the payee presents the demand draft, the paying bank will honor it. 當(dāng)收款人提示即期匯票時，匯入行就會兌付。,Part IV: Dialogues 對話,1.How to Make an Outward Remittance? 匯出匯款 2.How to make inward Remittance? 匯入?yún)R款 3.How to make inward Remittance? 匯入?yún)R款,1.How to Make an Outward Remittance? 匯出匯款,A: Good morning, Sir/Madam.