1、个人金融业务柜面英文服务用语Personal Banking Service in English2009年12月,日常接待和服务 Daily Reception and Service,金融服务英语,日常业务 1,deposit存款 withdraw 取款balance 余额,current deposit / account活期存款time deposit / account定期存款to close / clear an account 结清deposit book / passbook 存折,讨论：零存整取怎么说？Installment saving,1、词汇,What sort of
2、account do you want/like ? 请问您要开立哪种帐户？How much do you want to deposit / withdraw? 请问您想存（取）多少钱？I want to deposit 300 yuan into my account.我想在我的户头上存300元。,2、常用句型,日常业务 1,What denomination do you want?In what denomination?How would you like to have it? 请问您需要哪种票面的现金？Id like to make a money/ an account tra
3、nsfer 我要转帐。I want to deposit these cheques into my account.我想把这些支票存在我的户头上。,日常业务 1,Id like to report the loss of my credit card and cancel it. 我要办理信用卡挂失并取消那张卡Do you offer inter-bank transfer service? 你们有跨行转帐的服务吗？ You need to pay the fee for TT.We will charge commission for TT. 办理电汇要交手续费。 We will char
4、ge a collection fee of 2 Yuan. 我们要加收2元人民币的费用。,日常业务 1,你必须把大小写的数额都写上。 Please write the amount both in numbers and in word .请填好这张申请表并签上您的名字。 Please fill in this application form and sign your name.,日常业务 1,最低金额为一元。 The minimum amount is one Yuan.最小起存金额为一元。 One Yuan is the minimum original deposit.您必须在开始
5、存入50元。 You have to deposit an initial amount of 50 Yuan.,日常业务 1,B: Good morning, sir. I am from Japan. Can you help me?顾客：你好，先生。我是日本人。你能帮忙吗？ A: It is my pleasure, what can I do for you?职员：很高兴为您效劳，我能为您做点什么？B: Oh, I want to change some money, but I do not know how to fill out the exchange memo.顾客：啊，我想
6、兑换些钱，但不知道怎样填写兑换水单。,日常业务 1,3、情景对话 （分角色朗读对话）,A: Would you mind to give me your passport and write down your name on this paper? 职员：您能把您的护照给我，并把您的名字写在这张纸上吗？ B: Here are my passport and name. My name is Tanaka.顾客：给你护照和姓名，我叫田中。A: Good. I will fill out the exchange memo for you now. Why do not you take a
7、seat over there for a moment? 职员：好，我现在就为您填写这张兑换水单。您请在那里坐一会行吗？B: OK. Thanks.顾客：好的，谢谢。,日常业务 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 职员：请您保管好您的这张兑换水单, 以便您有没用完的人民币的兑换成日圆B: Thank you indeed
8、. I will do that.顾客：我会保管好的。谢谢A: Not at all.职员：不用谢。,日常业务 1,情景对话,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: Six hundred US dollars. A:
9、 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 owe an apology for doing noth
10、ing 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. Would you like to have a passw
11、ord? 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,情景对话,常用句型,可以出示一下您的护照么？ Would you mind sh
12、owing me your passport?可以看一下您的身份证么？ Could you please show me your Identity Card?,日常业务 1,汇率显示在那边的电子屏幕上。 The exchange rate is shown on the Electronic Rate Board over there.今天人民币兑美元的汇率是725元人民币兑100美元。 Todays exchange rate of RMB to USD is 725 Yuan to 100 dollar.美元的买入价是725元人民币兑换100美元。 The buying rate of
13、US dollar note is 725 Yuan per 100 dollars.,日常业务 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.我们执行中央银行许可的利率政策。 We pay the interest at the rate permitted and indicated by the Central Bank.,日常业务 1,调解纠纷,confiscate 没收 forged notes 假币 counterfeit 伪造relevant 相关regulation 规
14、定technical examination 技术鉴定 understanding 理解,1、词汇,Calm down /cool down 冷静Serious 严重的Misunderstanding 误会Improve 提高、改进Suggestion 建议Regret /apologize 抱歉Assistant manager 经理助理Discuss 讨论Disturb 打扰,Sir, I am the service manager. Would you please tell me what happened？先生您好，我是服务经理，您能告诉我是怎么回事么？Well, please c
15、alm down, I think there is nothing serious and I can help you with the problem. Come with me, please.请您先冷静下来，我认为事情并没有那么严重，我可以帮助您解决问题，请跟我来。We are sincerely sorry for this misunderstanding, but could I ask you for your cooperation and understanding?对于这个误会我们感到非常抱歉，但是我希望能够得到您的理解与合作，好吗？,2、常用句型,After tech
16、nical examination, we find this note is counterfeit.经过技术鉴定，我们发现这张钞票是伪造的。According to the relevant regulations, forged notes are to be confiscated.根据相关规定，假币应该没收。,3、情景对话,A:Good morning,Im the service manager. Would you please tell me what happened?早晨好，我是这里的服务经理。您能告诉我是怎么回事吗？B:This lady told me my notes
17、 are counterfeit! Its unbelievable !这位女士告诉我的钱是伪钞！太不可置信了！A：Well, please calm down, I can help you with the problem.Come with me ,please.嗯，请您冷静一下，我可以帮助您，请跟我来。,A:Im sorry to tell you ,madam.Our general manager is not available at this moment.But Id be more than glad to get our assistant manager for you
18、 if you like.太太，很抱歉告诉您，我们的总经理现在不在。但是如果您愿意，我非常可以带您去见我们的经理助理。B:OK. 好的。A:one moment,please.请稍等。C：OhIm sorry madam,after technical examination,we find your note is counterfeit. According to the regulations, forged notes are to be confiscated.噢很抱歉，太太，经过技术鉴定，您的这张钱币是伪造的。根据规定，我们应该没收您的假钞。,外币兑换Foreign Currenc
19、y Exchange,1.Foreign exchange rate 外汇汇率 frin 2.exchange memo 水单 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) 银监会 sju:pvaizri kmin 6.US dollars 美元USD7.Pound sterling st:li 英镑GBP8.Euros 欧元EUR9.Japanese ye
20、n日元JPY10.Hong Kong dollars港币HKD,1.询问兑换何种外币？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.询问兑换多少？A:How much would you like to change?B: I want to change 500 dollars.,3.确认客户是否带了护照Do you have your passport
21、?/Please show me your passport.4.告知客户兑换的利率B: Could you tell the exchange rateA: 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.请客户在水单上签字 Please sign your name at the bottom of the exchange memo.6. 完成兑换并提示客户保管好水单 Her
22、e 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.,外籍人士人民币（收入）购买外币,根据我国外汇管理规定，外籍人士可以凭护照兑换等值500美元的外币。如果超过等值500美元，需要提供护照、收入证明和相关完税证明 According to Chinas FX regulations, foreigners
23、 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.,剩余人民币兑换成外币,A: Good morning, Sir, what can I do for you?B: Yes,please. I have 2000 yuan , and I want to change back into US dol
24、lars.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, that is the certificate from the bank when you changed your money into RMB yuan.,B: OK
25、, 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 Cheques,常用词语支票： Checks/Cheques 旅行支票： travelers cheques 购买旅支协议书： Purchase p:ts Agreement/ P
26、urchase record审核/查实： verify verifai 授权书： authorization :raizein letter索赔申请表： Refund Claim Form签名： sign or signature signit 复签： countersign kauntsain ,（一）旅行支票兑付兑现的过程 询问客户出示护照或身份证检察初签当面复签核对初复签及支票真伪填制单证交付现金,询问客户兑换需求 A:Can I help you? B: I want to cash some travelers checks? A:How much do you want to ca
27、sh? B: I want to cash USD 500.,要求客户初具护照并在支票上复签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 back of check.,询问兑换币种，告知费率A: What currency do you want, USD or RMB?B: I would like to have USD/R
28、MB, please.A: We will charge 0.75% of the face value, which is USD3.75, the net amount after commission is USD 496.25.,外币兑换零钞将折算成人民币 As we do not offer small change of USD, how about we give you USD496, for the change of USD0.25, we will give RMB equivalent. Todays/ now the Exchange rate is 7.0150,
29、here are the exchange memo and the total RMB 3481.20.,抱歉不能兑换客户的旅行支票 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 contact the service center of the issuing company, for authorization. Sorry, we are unable to cas
30、h your check, since it is a transferred one, we have to make a collection.,（二）购买旅行支票询问兑换币种，告知费率B: Can I buy travelers check here?A: Yes, how much would you like to buy?B:What is your charges/fee/ commission?A: Our charge is 0.1%,询问客户需要的旅行支票面额 A: We have two kinds of traveler checks, one is USD 100 p
31、ar 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.,提醒收妥购买协议并在每张支票上初签 Here are the purchase agreement and the checks, please sign on each check.Please keep the purchase agreement carefully and safely, in case fo
32、r future use.,（三）旅行支票遗失处理请问您把“购买旅行支票协议书”带来了吗? Have you got your “Purchase Agreement” with you? or: Do you bring the Purchase Agreement with you?2. 请赶紧和旅行支票公司联系。 Please contact the Travelers cheques company as soon as possible， tell them all the particulars of the cheques., the loss and your personal
33、 information.,They will fax an authorization letter and a Refund Claim Form to our bank, and we will assist you in obtaining the refund. （按照他们传真过来的授权书和旅行支票遗失索赔申请表，我们将为您办理挂失理赔手续）4. Lastly, please fill out the Refund Claim Form and sign your name. （最后请您填写遗失索偿申请表，并签上您的姓名）,银行卡业务Card business,常见词语,银行卡：Ba
34、nkcard 借记卡：Debit debit card贷记卡：Credit kredit card挂失： Loss report存款： Deposit dipzit 取款： Withdraw widr: ,境外银行卡能否在国内取款,B: I am from England, can I withdraw RMB using my credit card/visa card?A: Yes, you may withdraw RMB cash from ATM.,外籍人士申请开立农行银行卡：只需出示有效的护照A: Hello. What can I do for you?B: Yes. Can I
35、 apply for a bankcard?A:Certainly, can I have your passport.B: OK. Here you are.A: How much do you want to deposit?,申请银行卡,不懂汉语能从ATM提款么？B: Can I withdraw money from the ATM? I dont read Chinese.A: Dont worry, our ATMs are well-equipped. They have instructions in both Chinese and English.,ATM提款,B: Exc
36、use 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?Or: 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 m
37、y 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 card after seven workdays, Please remember to bring the receipt and your passport with you。,银行卡挂失,其他用语You can make the loss
38、report either via our call center 95599 or over the counter.There is no withdrawal or consumption record in your account today.,西联汇款,Vocabulary,西联汇款 Western Union Money Transfer贵宾窗口 VIP counter 发汇业务/收汇业务 send money / receive money发汇单/收汇单 Send Money Form / Receive Money Form发汇人/收汇人 sender / receiver服
39、务费 bank charge / bank commission kmin 收 据 receipt risi:t 汇款监控号 Money Transfer Control Number兑换单 Exchange Bill Note客户服务中心 Customer Service Center,目录,客户到来时发汇业务的正常情况发汇业务的非正常情况收汇业务的正常情况收汇业务的非正常情况客户离开时,使用西联汇款业务是您明智的选择，西联汇款是全球速度最快的。Western Union Money Transfer is your wise choice. It is the fastest way to
40、 transfer money worldwide,If you have time to say that, you might want to say something like:,请问您办理办理发汇业务还是收汇业务？Do you send money or receive money?,当然，如果自己处理不了，你可以：,请到贵宾客户窗/XX号窗办理西联汇款业务。Please go to the VIP Counter / No. XX Counter,请稍等，我帮你找人来做Please wait a second, I will get someone to help you,发汇业务
41、的正常情况,请您填写发汇单。Please fill in the Send Money form,Please fill in this form,请问您汇出多少钱？,How much do you want to send?,请出示您的护照和签证，谢谢合作！Please show me your passport and visa. Thank you for your cooperation,Passport please. Thank you,请您稍等，我将尽快为您办理好这笔汇款Please wait for a minute. It will be OK soon,Please wai
42、t a moment. This shall take no time,如果你需要起身暂时离开一下，请一定要说一声：,I will be right with you,I will be back,您的汇款本金是500美元，服务费15元，一共是515美金,For your 500 Dollars, the charges are 15 Dollars. Total amount 515 Dollars, please!,一些数字的简便说法：,1000 One grand,$5.26 Five twenty six,984,798,748,遇到这种情况最好还是挨个念数字的好,这是您的收据。请小心
43、保管,Here is your receipt. Please keep it carefully,这是您的汇款监控号。请将此告诉收款人，这样他/她取款会更方便,This is your Money Transfer Control Number. Please tell the receiver about 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
44、the money easily,请告诉收汇人去就近带有西联标识的网点，带上他/她的证件，并且告诉柜员汇入金额、从何地汇入？如核实无误，她/他会收到这笔钱,Tell the receiver to go to the nearest place which has Western Union sign, and 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,Plea
45、se 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. When it is approved, he will get the money,发汇业务的非正常情况,对不起，您的款项有误。请您重新清点一下好吗,Excuse me? Im afraid your amount is wrong. Would you please check ag
46、ain?,对不起，您忘记签名了。请您在这里签名。谢谢！,Excuse me? You forgot to sign your name. Please sign your name here. Thank you!,对不起，电脑系统出故障了，请稍等,Im sorry. There is something wrong with the computer system. Please wait for a while,收汇业务的正常情况,请您填写收汇单,Please fill in the Receive Money form,请填写汇款监控号，它将有助于您得到更快捷的服务,If you know the Money Transfer Control Number, please write it down here. It is quite useful for a fast service,
