OR01: WELCOME TO CREDIT UNIONS
Credit unions have a proud history. This program introduces how credit unions came to be, with special emphasis on the important contribution Canadians have made to the credit union movement. The program includes a snapshot of the credit union system in Canada, a look into the unique cooperative structure of credit unions, and an introduction to the worldwide network of support organizations and affiliated companies.
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OR02: THE CREDIT UNION MOVEMENT
Our credit union is part of a worldwide network of support organizations and affiliated companies along with major organizations that are an integral part of the credit union system. This program introduces the various levels of the credit union hierarchy, and some of the major organizations that are a part of the credit union system.
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Credit unions have a unique democratic structure. This program explains why credit unions call their customers 'members'. It covers how the credit union Board of Directors is chosen and reviews their responsibilities. The program also explains the major differences between credit unions and banks.
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Credit unions are modern, full service financial institutions offering their members the very best in financial products and services. They offer a variety of products equal to any of the large financial institutions, and because they're locally owned, they can react very quickly to local economic conditions. This program introduces the large number of products available to credit union members.
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This program serves as a template for a tailor-made introduction to your own credit union. The program is easily customized so that it represents your own credit union’s history, vision, cultural values and commitment to people.
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OR06: YOUR CREDIT UNION CAREER
This program serves as a template for a tailor-made employee handbook that is specific to your credit union. It covers many of the human resources policies that apply to working at a credit union, including security and confidentiality, compensation, benefits programs, performance management and support for training and personal education programs.
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This program serves as a template for a tailor-made introduction to your credit union’s benefits program, with generic material covering medical, dental and other personal insurance programs, and some of the special benefits such as the pension plan and discounted loans.
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Credit unions offer many opportunities for training and personal education programs. This template program covers compensation, performance management and career advancement policies.
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The Proceeds of Crime Act is a law that requires credit unions and other financial institutions to record and report certain transactions that could be linked to money laundering and other illegal activities to the federal government. The Proceeds of Crime Act is an important link in our national security, and this program will help employees understand their responsibilities in relation to this act.
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This program covers the information we collect from members and how that information is used. It details federal and provincial legislation in the forms of the Personal Information Protection and Electronic Documentation Act (PIPEDA) and the Personal Information Protection Act (PIPA). It also reviews credit union procedures and appropriate personal behaviour for ensuring privacy.
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BEST01: THE VALUE OF GOOD SERVICE
This program explains how good member service relates directly to the credit union’s success. It clearly details the members’ ongoing business that is the primary source of income, and consequently profits, that enable the credit union organization to exist, to grow and to prosper.
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BEST02: UNDERSTANDING SERVICE EXPECTATIONS
This program emphasizes the need to understand members’ service expectations with sections on what motivates them, and why they act and re-act the way they do. It explains how members expect to be treated fairly, receive value for what they've subscribed to, and, if dissatisfied for whatever reason, expect a speedy resolution to problems associated with their selection of financial products or services.
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BEST03: COMMUNICATING WITH MEMBERS
The practice of communication goes far beyond simply having an ability with words. This program deals with communication skills -- both personal and technical -- that the employee must know, or be able to master, in order to offer and maintain great customer service.
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BEST04: KEYSTONES: KNOWLEDGE & COURTESY
This program explains how, in a very short period of time, the member takes stock of the service provider, assessing a whole gamut of personal attributes including how the service provider is dressed, and how they present themselves, their graciousness toward others, and particularly their knowledge of the products or services they represent.
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BEST05: YOU CAN MAKE IT BETTER
When complaints are dealt with quickly and with genuine sincerity, the process can generate goodwill that, in turn, leads to increased member satisfaction and increased loyalty. This program teaches the employee to perceive complaints as an opportunity both to resolve the complaint and to win the member’s loyalty.
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BEST06: PERSONAL SERVICE STRATEGIES
This program guides the employee toward improved member service by establishing a personal service strategy. It assists in the creation of a detailed plan and set of goals that will help the employee become an exceptional member service provider.
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The goal of this program is to teach employees how to add value to member relationships. We need to understand our members as individuals, and to consistently think of how we can help them succeed financially. The first step in the selling process is for employees to gain knowledge about themselves, their role within the credit union, their co-workers and their roles, and the financial products and services the credit union offers members.
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This program explains the importance of fundamental issues such as knowing who the members are, what the credit union can do for them and staying in touch through good communication. The program delves into many forms of communication that play an important part in the credit union's ability to keep members informed about how the credit union can BEST help them.
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Professional sales representatives learn to overcome any fear or anxiety they might feel about the sales process by being in control of the situation... rather than allowing the situation to control them. In this program the employee learns to overcome any concerns about selling through determination, education and practice.
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In this program the employee learns about the member experience - what makes members stay with the credit union, and what makes them leave. The program explains how to interact with members in a way that will help build loyalty to our credit union.
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In this program the employee learns that the outcome of a properly executed sales process is a good match between a member's financial needs and credit union products. It also includes discussions about the different elements of the selling process, all the way from greeting the member to closing the sale.
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The goal of this program is to teach the employee how to deal with questions and objections, and ask for the business in a way that is both natural for the member and comfortable for the employee.
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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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