个人金融业务英语服务手册

1、2金融服务英语金融服务英语3日常业务日常业务 1 1deposit存款 withdraw 取款balance 余额 current deposit / account活期存款活期存款time deposit / account定期存款定期存款to close / clear an account 结清结清deposit book / passbook 存折存折讨论：零存整取怎么说？讨论：零存整取怎么说？Installment savingInstallment saving1 1、词汇、词汇4v What sort of account do you want/like ? 请问您要开立哪种帐

2、户？v How much do you want to deposit / withdraw? 请问您想存（取）多少钱？v I want to deposit 300 yuan into my account.我想在我的户头上存300元。日常业务日常业务 1 15v What denomination do you want?v In what denomination?v How would you like to have it? 请问您需要哪种票面的现金？v Id like to make a money/ an account transfer 我要转帐。v I want to dep

3、osit these cheques into my account.我想把这些支票存在我的户头上。日常业务日常业务 1 16v 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v Do you offer inter-bank transfer service? 你们有跨行转帐的服务吗？ v You need to pay the fee for TT.v We will charge commission for TT. 办理电汇要交手续费。 v We will charge a coll

4、ection fee of 2 Yuan. 我们要加收2元人民币的费用。 日常业务日常业务 1 17v 你必须把大小写的数额都写上。 Please write the amount both in numbers and in word .v 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.日常业务日常业务 1 18v 最低金额为一元。 The minimum amount is one Yuan.v 最小起存金额为一元。 One Yuan is the minimum original depo

5、sit.v 您必须在开始存入50元。 You have to deposit an initial amount of 50 Yuan. 日常业务日常业务 1 19 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 ex

6、change memo.顾客：啊，我想兑换些钱，但不知道怎样填写兑换水单。日常业务日常业务 1 13 3、情景对话、情景对话 （分角色朗读对话）（分角色朗读对话）10 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

7、 memo for you now. Why do not you take a 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。 日常业务日常业务 1 111A: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

8、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. I will do that.顾客：我会保管好的。谢谢A: Not at all.职员：不用谢。日常业务日常业务 1 112A: 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 a

9、t least. A: Pardon? B: 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 violatin

10、g the Regulation. I owe 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. 13A: 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

11、 any service charge. Would 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 3

12、00 dollars14v 可以出示一下您的护照么？ Would you mind showing me your passport?v 可以看一下您的身份证么？ Could you please show me your Identity Card?日常业务日常业务 1 115v 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.v 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

13、to 100 dollar.v 美元的买入价是725元人民币兑换100美元。 The buying rate of US dollar note is 725 Yuan per 100 dollars.日常业务日常业务 1 116v 一年定期存款的利率是3.78%。 The interest rate of one year time deposit is 3.78 percent.v 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.日常业务日常业务 1 1

14、17调解调解纠纷纠纷18confiscate 没收没收 forged notes 假币假币 counterfeit 伪造伪造relevant 相关相关regulation 规定规定technical examination 技术鉴定技术鉴定 understanding 理解理解 1、词汇、词汇19Calm down /cool down 冷静冷静Serious 严重的严重的Misunderstanding 误会误会Improve 提高、改进提高、改进Suggestion 建议建议Regret /apologize 抱歉抱歉Assistant manager 经理助理经理助理Discuss 讨论

15、讨论Disturb 打扰打扰20Sir, 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？先生您好，我是服务经理，您能告诉我是怎么回事么？Well, please calm down, I think there is nothing serious and I can help you with the problem. Come with me, please.请您先冷静下来，我认为事情并没有那么严重，我可以帮助您解请您先冷静下来，我认为事情并没有那么严重，我可

16、以帮助您解决问题，请跟我来。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？与合作，好吗？2 2、常用句型、常用句型21After technical 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。经

17、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。根据相关规定，假币应该没收。223、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早晨好，我是这里的服务经理。您能告诉我是怎么回事吗？吗？B:This lady told me my notes are counterf

18、eit! Its unbelievable !这位女士告诉我的钱是伪钞！太不可置信了！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。嗯，请您冷静一下，我可以帮助您，请跟我来。 23A:Im sorry to tell you ,madam.Our general manager is not available at this moment.But Id be more than glad to get

19、 our assistant manager for you 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。非常可以带您去见我们的经理助理。B:OK. 好的。好的。A:one moment,please.请稍等。请稍等。C：OhIm sorry madam,after technical examination,we find your note is counterfeit. According to the regulations, forged notes a

20、re to be confiscated.噢噢很抱歉，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。定，我们应该没收您的假钞。24外币兑换Foreign Currency Exchange251.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 Ban

21、king 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 yen日元JPY10.Hong Kong dollars港币HKD261.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 Fran

22、c at present.2.询问兑换多少？A:How much would you like to change?B: I want to change 500 dollars.273.确认客户是否带了护照Do you have your passport?/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

23、 today is 6.9185 RMB to one US dollar.285.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 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 exchan

24、ge.29外籍人士人民币（收入）购买外币外籍人士人民币（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 could exchange 500 USD OR equivalent , if you want to exchange more than 500, we need your passport, income certificate and relevant tax completion/fulfi

25、llment certificate.30剩余人民币兑换成外币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 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

26、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.31B: 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:Thank

27、s.A You are welcome. Bye and have a nice day.B: Bye.32旅行支票Travelers Cheques3334常用词语常用词语支票：支票： Checks/Cheques Checks/Cheques 旅行支票：旅行支票： travelers cheques travelers cheques 购买旅支协议书：购买旅支协议书： Purchase Purchase p:ts p:ts Agreement/ Agreement/ Purchase record Purchase record审核审核/ /查实：查实： verify verify ver

28、ifai verifai 授权书：授权书： authorization authorization :raizein :raizein letterletter索赔申请表：索赔申请表： Refund Claim FormRefund Claim Form签名：签名： sign or signature sign or signature signit signit 复签：复签： countersign countersign kauntsain kauntsain 35（一）旅行支票兑付（一）旅行支票兑付兑现的过程兑现的过程 询问客户询问客户出示护照或身份证出示护照或身份证检察初签检察初签当面

29、当面复签复签核对初复签及支票真伪核对初复签及支票真伪填制单证填制单证交付现金交付现金36询问客户兑换需求询问客户兑换需求 A:Can I help you? B: I want to cash some travelers checks? A:How much do you want to cash? B: I want to cash USD 500. 37要求客户初具护照并在支票上复签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

30、checks are already countersigned, could you please sign again on the back of check.38询问兑换币种，告知费率询问兑换币种，告知费率A: What currency do you want, USD or RMB?B: I would like to have USD/RMB, please.A: We will charge 0.75% of the face value, which is USD3.75, the net amount after commission is USD 496.25.39外币兑

31、换零钞将折算成人民币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, here are the exchange memo and the total RMB 3481.20. 40抱歉不能兑换客户的旅行支票抱歉不能兑换客户的旅行支票 Sorry, we are unable to ca

32、sh 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 cash your check, since it is a transferred one, we have to make a collection. 41（二）购买旅行支票（二）购买旅行支

33、票询问兑换币种，告知费率询问兑换币种，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%42询问客户需要的旅行支票面额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 par value , another is USD 50 par value, which do you like?

34、B: I would like to have 300 in 100 denomination , and rest 200 in 50 denomination.43提醒收妥购买协议并在每张支票上初签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 for future use.44（三）旅行支票遗失处理（三）旅行支票遗失处理请问您

35、把请问您把“购买旅行支票协议书购买旅行支票协议书”带来了吗带来了吗? 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。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 person

36、al information.45They 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）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

37、请表，并签上您的姓最后请您填写遗失索偿申请表，并签上您的姓名）名）46银行卡业务Card business47常见词语常见词语银行卡：Bankcard 借记卡：Debit debit card贷记卡：Credit kredit card挂失： Loss report存款： Deposit dipzit 取款： Withdraw widr: 48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.

38、 49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 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50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-equ

39、ipped. They have instructions in both Chinese and English.ATM提款51B: 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?Or: Please sign your name here, and here is your ca

40、rd and the passport.被ATM吞卡52A: 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 card after seven workdays, Please remember to bring t

41、he receipt and your passport with you。银行卡挂失53其他用语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.54西联汇款55Vocabulary 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 mo

42、ney发汇单/收汇单 Send Money Form / Receive Money Form发汇人/收汇人 sender / receiver服务费 bank charge / bank commission kmin 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 Center56目录目录客户到来时客户到来时发汇业务的正常情况发汇业务的正常情况发汇业务的非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正常情况收汇业务的非

43、正常情况收汇业务的非正常情况客户离开时客户离开时57使用西联汇款业务是您明智的选择，西联汇款是全球速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。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:请问您办理办理发汇业务还是收汇业务？请问您办理办理发汇业务还是收汇业务？Do you send m

44、oney or receive money? 58当然，如果自己处理不了，你可以：当然，如果自己处理不了，你可以：请到贵宾客户窗请到贵宾客户窗/XX/XX号窗办理西联汇款业务。号窗办理西联汇款业务。Please go to the VIP Counter / No. XX Counter 请稍等，我帮你找人来做请稍等，我帮你找人来做Please wait a second, I will get someone to help you59发汇业务的正常情况发汇业务的正常情况 请您填写发汇单。请您填写发汇单。Please fill in the Send Money form Please fi

45、ll in this form请问您汇出多少钱？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！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 you60请您稍等，我将尽快为您办理好这笔汇款请您稍等，我将尽快为您办理好这笔汇款Please wait for a minute. It will be OK soon Please wait a moment. This

46、shall take no time如果你需要起身暂时离开一下，请一定要说一声：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 youI will be back61您的汇款本金是您的汇款本金是500500美元，服务费美元，服务费1515元，一共是元，一共是515515美金美金 For your 500 Dollars, the charges are 15 Dollars. Total amount 515 Dollars, please!一些数字的简便说法：一些数字的简便说法： 1000 One grand$5.26 Five twenty six98

47、4,798,748遇到这种情况最好还是挨个念数字的好遇到这种情况最好还是挨个念数字的好 62这是您的收据。请小心保管这是您的收据。请小心保管 Here is your receipt. Please keep it carefully 这是您的汇款监控号。这是您的汇款监控号。请将此告诉收款人，这样他请将此告诉收款人，这样他/ /她取款会更方便她取款会更方便 This is your Money Transfer Control Number. Please tell the receiver about it. He/She will get the money more easily wit

48、h this number This is your Reference Number. Please tell the receiver about it so that he will get the money easily63请告诉收汇人去就近带有西联标识的网点，带上他请告诉收汇人去就近带有西联标识的网点，带上他/ /她她的证件，并且告诉柜员汇入金额、从何地汇入？如核的证件，并且告诉柜员汇入金额、从何地汇入？如核实无误，她实无误，她/ /他会收到这笔钱他会收到这笔钱 Tell the receiver to go to the nearest place which has Weste

49、rn 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 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 hav

50、e sent the money. When it is approved, he will get the money 64发汇业务的非正常情况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 again? 对不起，您忘记签名了。请您在这里签名。谢谢！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 you

51、r name here. Thank you!对不起，电脑系统出故障了，请稍等对不起，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 65收汇业务的正常情况收汇业务的正常情况请您填写收汇单请您填写收汇单 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

52、Number, please write it down here. It is quite useful for a fast service 请出示您的护照请出示您的护照 Your passport please 66请问您需要美元还是人民币？请问您需要美元还是人民币？ Do you want Dollar or RMB?这是您的汇款这是您的汇款10001000美元和收据。请您把款清点一下！美元和收据。请您把款清点一下！ Here is your money of 1000 dollars and your Receipt. Please check the amount Here are

53、 your 1000 dollars and Receipt. Please check it 67这是这是81008100元人民币和兑换单，请您清点一下元人民币和兑换单，请您清点一下 This is 8100 RMB and the Exchange Bill Note, please check it68收汇业务的非正常情况收汇业务的非正常情况对不起！您填写的发汇人对不起！您填写的发汇人/ /收汇人姓名与我们的记录收汇人姓名与我们的记录有些不同。您能确认填写无误吗？有些不同。您能确认填写无误吗？ Excuse me！Im afraid the Senders/Receivers name

54、you wrote is different from our record. Are you sure it is correct? 对不起！还是不对。我必须打电话给客户服务中心。对不起！还是不对。我必须打电话给客户服务中心。请您稍等。请您稍等。 Sorry, its still wrong. I have to contact the customer service center. Please wait for a minute 69对不起，让您久等了！我这就把款项解付给您对不起，让您久等了！我这就把款项解付给您 Sorry to keep you waiting! I can giv

55、e you the money right now 对不起！您忘记签名了。请您在这里签名（收对不起！您忘记签名了。请您在这里签名（收汇单和国际收支申报单的签名处）。谢谢！汇单和国际收支申报单的签名处）。谢谢！ Excuse me? You forgot to sign your name. Please sign your name here. Thank you!70客户离开时客户离开时感谢您选择我们的服务！感谢您选择我们的服务！ Thank you for choosing our service!感谢您选择西联汇款！感谢您选择西联汇款！ Thank you for choosing We

56、stern Union Money Transfer! 很高兴为您服务！很高兴为您服务！ It is my pleasure!说再见有很多种：说再见有很多种：Goodbye, Bye, See you, Take care71您能留下联系电话吗？款项到了以后我们给您打电话您能留下联系电话吗？款项到了以后我们给您打电话 Please tell us your telephone number; we will call you as soon as the money arrives 您的钱已经汇到了，一千英镑您的钱已经汇到了，一千英镑 Your money has arrived. A tho

57、usand pounds sterling One thousand pounds/ One thousand sterling 722020英镑是银行对国际清算收取的费用。这是对所有客英镑是银行对国际清算收取的费用。这是对所有客户收取的标准费用户收取的标准费用 The 20 pounds are the bank charges for international clearing. This is the standard charge for all customers. 20 pounds is the standard charge for international clearin

58、g. 您要人民币还是英镑？您要人民币还是英镑？ How would you like to have it, sir? In RMB or sterling?73外汇汇款REMITTANCE74Part I: Topic Introduction Make inward and outward remittance that focus on most international people, who either receive some money from abroad or would like to send some money out of China. 针对外国友人的汇入汇出

59、业务的一些服务用语，其中既包括了把钱从国外汇到国内的服务用语，也包括了从中国汇出到国外的服务用语。75Inward Remittance 汇入汇款The way of settlement that, entrusted by the customers, the foreign correspondent 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 tele

60、graphic transfer (T/T), mail transfer (M/T), and bankers demand draft (D/D), among which T/T and D/D are used most commonly.汇款包括电汇（T/T)，信汇（M/T)，和票汇（D/D)，其中电汇和票汇最为常用。76Outward Remittance 汇出汇款 Outward remittance means the remitting bank, entrusted by the remitter, remit funds to his sister-banks or hi