By completing this program the employee will understand the fundamental differences between our credit union structure, and the structure of banks. The program explains the role the Board of Directors plays in the credit union, how shares work, and what it means to be a credit union shareholder. It also covers how members' deposits are protected through Credit Union Deposit Insurance.
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In this program employees learn about the frontline role starting with the basics: the importance of member service and accountability for the standard of service the credit union provides. It introduces security and confidentiality issues, and what types of transactions can, and cannot, be processed. It also introduces a significant number of the products and services credit unions offer members.
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A significant portion of the Teller role involves handling cash, and this program details the many aspects of this important topic, including discussions on counterfeit cash, marked cash and mutilated cash, cash handling procedures, and how to handle different types of cash transactions. It also teaches how to balance cash and end of day security guidelines.
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This program explains how to deal with cheques: the elements of a cheque, identifying cheques that can be honored and those that cannot; knowing the acceptable forms of bearer identification; and how to avoid losses from bad cheques. Like cash, cheques must be balanced daily and the program also teaches effective methods for cheque balancing.
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TEL05: DEPOSITS AND WITHDRAWALS
The subject of this program is the deposit and withdrawal process. By completing the program, the employee will be able to complete normal transactions, and be familiar with several of the forms that are used in processing deposits and withdrawals. The program also teaches the employee to look at the process from the member's point-of-view, making it easier to understand members' requests and become an effective service provider.
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Everyday banking involves a significant number of routine service requests, many of which the frontline service provider will be asked to handle. This program explains how to process typical transactions such as accepting bill payments, preparing official checks and money orders, and arranging stop payments and loan payments.
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TEL07: MORE TYPICAL TRANSACTIONS
This program details how to open and close accounts, accept utility and loan payments, access safe deposit boxes, complete stop payments, inter-branch transactions, funds transfers, sell travellers cheques, and complete balance of account requests.
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By completing this program, the employee will understand and be able to process ATM transactions, and will develop a good knowledge base to answer members' ATM and card holder inquiries.
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TEL09: ELECTRONIC TRANSACTIONS
Electronic transactions such as telephone banking, internet banking, and direct payment services are detailed in this program. By completing the program, the employee will understand and be able to process electronic transactions and will also be able to discuss these transactions with members and assist them with their inquiries.
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BUS01: INTRODUCING BUSINESS ACCOUNTS
To correctly open a business account with all of the appropriate documentation, the employee must understand what type of account the member wants to operate. This program focuses on identifying the various types of businesses and the documentation required by each, allowing the employee to complete the process of opening a business account for a variety of business types.
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BUS02: BUSINESS SERVICES & EVERYDAY ISSUES
By completing this program the employee will become familiar with many of the basic questions and issues surrounding the operation of business accounts. The program covers the basic elements of good business practice and the optional services available to business members depending on their business type and signing authority requirements. It covers the everyday operation of business accounts as well as the topics of delivery agents and requests for additional accounts.
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BUS03: CHANGING SIGNING AUTHORIETIES
This program explains the policies and documentation required when a company wants to change signing authority for its account. It also reviews 'power of attorney' - the authority given by the owner of the account to another individual, company or attorney to operate the account. By completing this program, the employee will be comfortable dealing with business members who request a change of authority in the operation of their business account.
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Completing this program will prepare the employee for opening and monitoring many trust account types that are commonly held by realtors, solicitors, family estates and parents who are saving funds for their children. The program also reviews documents and identification requirements for different types of trust accounts.
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INV01: THE PURPOSE OF INVESTING
In order to serve members well, it's important to understand some of the reasons that motivate the desire to invest. When it comes to investing, individual goals have a significant impact on the choices people make. This program explores several different individual investment goals along with the credit union role in assisting members with their investment decisions.
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Interest is a major factor in any wealth accumulation plan. The rate of interest, how interest is applied, and the amount of time interest is given to work, will significantly affect the investor's bottom line. This program explores the relationship between interest and time, simple and compound interest, and annuities. It demonstrates how credit union members can effectively accumulate interest as part of their overall investment plan.
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This program is an introduction to the broad range of investment vehicles available through credit unions. We offer several varieties of savings accounts and term deposits. We also offer access to mutual funds and government savings bonds. Credit union equity shares are another 'interesting' investment product.
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This program focuses on a popular investment option - credit union term deposits. It discusses term deposit terms and conditions, eligible purchasers, registration of term deposits, reporting earned interest, payment at maturity, redeeming term deposits prior to maturity and assignment of term deposits to a lender as collateral for a loan.
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INV05: UNDERSTANDING MUTUAL FUNDS
Mutual funds have become increasingly popular in the last several years, and you may have questions from our members about them. Since mutual funds are a topic of interest to our members, it's important to know the basics. This program provides employees with general information on the topic.
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This program presents typical member scenarios with tips on how to turn ordinary conversations into opportunities to sell credit union term products.
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This program explains the history and basic purpose of RRSPs, who can have an RRSP, and how RRSPs affect personal income taxes.
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This program discusses specific RRSP regulations including contribution deadlines and limits, withdrawing funds from RRSPs, and how mature RRSPs are handled.
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This program reviews the types of investments that are eligible for inclusion in RRSPs along with the three major categories of RRSPs: self-directed plans, spousal plans, and group plans. It also discusses how RRSPs can be used to purchase a home and how to use the Life Long Learning Plan to invest in education.
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This program covers the common RRSP investment options: savings accounts, term deposits, bonds and mutual funds. Self-Directed RRSP options and Locked-In Retirement Accounts are also discussed.
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This program gives the employee the knowledge required to feel comfortable discussing numerous RRSP investment products, including savings accounts, fixed rate deposits and mutual funds.
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Many people will not make an RRSP investment without prompting. This program presents some very typical comments and queries from someone who is new to selling financial products, and is intended to help an employee feel comfortable suggesting RRSP purchases to members.
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New! - Instantly find credit union product & services information through our convenient knowledge reference system.
Every single product &
service at your credit union is displayed online with:
• Product Description
• Features & Benefits
• Technical Info
• Sales Tips
• PLUS links to your credit union forms
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SEC01: ROBBERY AND PHYSICAL SECURITY
This course is aimed at frontline staff and gives them the tools to handle themselves in extremely stressful situations. Staff will learn how to help prevent robberies, identify security risks, and will gain the knowledge of what to do, as well as what not to do before, during and after a robbery.
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Fraud Prevention introduces staff to the different types of fraud that most commonly target members and credit unions, and teaches them to recognize and take steps to prevent fraudulent activities and transactions.
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This program alerts staff to all aspects of the offence of personation, including the types of information that criminals deal in, the methods by which identity information is collected, and the different ways it is used by criminals, usually with a devastating impact on the life of the victim of the fraud.
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