+
click on the course titles for additional details +
| OR01 |
Welcome
to Credit Unions
|
Credit
union history and values, the employee’s role, the credit
union difference |
| OR02 |
The
Credit Union Movement |
International,
national, and provincial credit unions, central credit unions,
deposit insurance |
| OR03 |
Credit
Union Structure |
Members,
board of directors, employees, credit union operations, comparison
to banks |
| OR04 |
Credit
Union Business |
Demand accounts,
investment options, retirement savings, loans and mortgages, insurance |
| OR05 |
About
Your Credit Union |
History,
mission statement, culture, commitment to members, management
team |
| OR06 |
Your
Credit Union Career |
Employee
relations, special programs, professionalism, confidentiality
and security, hours of work |
| OR07 |
Your
Benefits Program |
Medical
benefits program, special benefits, pension plan |
| OR08 |
Long
Term Possibilities |
Training,
education, performance, compensation, career advancement |
| OR09 |
Money
Laundering |
Proceeds
of Crime Act, FINTRAC, compliance, reporting requirements, suspicious
transactions |
| OR10 |
Privacy
Matters |
Privacy laws
PIPEDA and PIPA, 10 privacy principles, standards, procedures,
opting out, complaints |
| BEST01 |
The
Value of Good Service |
Why
provide good service, impact of poor service, service culture,
policies, personal commitment |
| BEST02 |
Understanding
Service Expectations |
What is acceptable
service, what is exceptional, special cases, consistency, keep
your promises |
| BEST03 |
Communicating
with Members |
Credibility,
sending and receiving skills, voice, body language, telephone
and writing skills |
| BEST04 |
Keystones:
Knowledge & Courtesy |
Product knowledge,
courtesy benefits, courtesy statements, courtesy actions, courtesy
under fire |
| BEST05 |
You
Can Make it Better |
Perception
vs reality, listening, empathy, keeping your cool, inducing and
reducing anger, follow through |
| BEST06 |
Personal
Service Strategies |
Know your
role, under promise and over deliver, go the extra mile, personal
service statement |
| BEST07 |
Getting
Started |
Being
professional, being the best, communicating, know your team, find
a role model |
| BEST08 |
Tools
of the Trade |
Product knowledge,
advertising, campaigns, brochures, newsletters, banking system,
phone, internet |
| BEST09 |
Taking
Action |
Managing
time, setting goals, creating an action plan, practice |
| BEST10 |
In
the Beginning |
Creating
member loyalty, why members leave, the market within, the word
spreads, the selling process |
| BEST11 |
Now
You’re Into It! |
Greet
and engage the member, identify the need, listen, open the sale,
present, successful referrals |
| BEST12 |
The
Close |
Understanding
objections, a word about rates, overcoming negatives, 10 easy
ways to close |
| NEW! |
COMPASS |
Products
and services program that you can easily customize to your credit
union. |
| SEC01 |
Robbery
and Physical Security |
How to help
prevent robberies, identify security risks, what to do & what
not to do before, during and after a robbery. |
| SEC02 |
Fraud
Prevention |
Different
types of fraud, recognize and take steps to prevent fraudulent
activities and transactions. |
| SEC03 |
Identity
Theft |
Types of
information that criminals deal in, the methods by which identity
information is collected, and the different ways it is used by
criminals. |
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