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 checks: the elements of a check, identifying checks that can be honored and those that cannot; knowing the acceptable forms of bearer identification; and how to avoid losses from bad checks. Like cash, checks must be balanced daily and the program also teaches effective methods for check balancing.
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This program introduces the clearing process and explains how to protect the credit union from loss by placing holds on funds deposited in the form of checks. It also details the disclosures we are required to provide members about holding, and various time frames we must work within in order to prevent loss while allowing funds to be available to our members.
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TEL05 : PROBLEM CHECK RESOLUTION
This program discusses potential losses from fraudulent or non-sufficient checks. It explains the various problems that can arise when credit unions try to collect funds on a check. It reviews the elements of a check in detail and discusses the liabilities of the members, the credit union and that of other financial institutions when trying to resolve problems or recoup funds lost from fraudulent and non-sufficient checks.
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This program presents the preventative measures credit unions take to avoid, as much as possible, the potential for loss through problem checks. It discusses account opening procedures, special restrictions on new accounts, and reviewing check security features, liabilities and checks holds.
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TEL07: 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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Electronic Funds Transfer and ATM Transactions are a fast and effective way for our members to conduct their financial transactions. This program discusses ATM card set-up, guidelines and cardholder privileges along with many other electronic funds services such as internet banking and telephone banking. It also presents general guidelines for setting up these services.
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ACC01: MEMBERSHIP & ACCOUNT OWNERSHIP
There are a number of laws and disclosures that must be abided by when processing an application for membership in the credit union. This program presents the requirements for membership in the credit union and the various account types available to members.
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This program covers credit union share insurance and how it applies to the various accounts members hold at the credit union. It reviews the different ways members can obtain the maximum amount of insurance coverage available; common myths about insurance coverage; and some common questions that members often pose.
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Understanding membership eligibility, disclosure requirements and identity verification is critical to opening accounts accurately. Understanding the member's needs and how credit union products and services best suit those needs is critical to opening accounts effectively. Completing this program will prepare the employee for opening accounts both accurately and effectively.
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Proper closing of an account varies based on the type of account and the ownership of that account. The circumstances that lead to the closing of an account may also affect the manner in which the account is closed. The purpose of this program is to assist the employee in determining the proper way to handle the closing of an account at the credit union.
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Powers of Attorney allow one person, the attorney-in-fact, to act on behalf of another person, the principal. This program covers how powers of attorney work, the different types of powers of attorney, and how powers of attorney should be handled by the credit union.
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There are numerous types of trust accounts available at credit unions. This program explores the various types of trust accounts including how and why they are set up. It reviews the terminology that is used specifically when discussing trust accounts and it answers some frequently asked questions.
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This program covers what happens to funds left behind in credit union accounts when a member dies. It also reviews how to handle many other decedent account issues.
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BAC01: OPENING BUSINESS ACCOUNTS
Credit unions offer share, share draft, certificate and other types of accounts to members who have businesses. This program focuses on developing a strong understanding of business types to allow more time to concentrate on enhancing the members' experience with the credit union.
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BAC02: EVERYDAY BUSINESS ACCOUNT ISSUES
This 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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BAC03: BUSINESS ACCOUNT SIGNING AUTHORITIES
This program looks at the policies and documentation required when a company wants to change signing authority for its credit union account. It also looks at 'power of attorney' - the authority given by the owner of the account to another individual, company or attorney to operate the account.
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Credit unions are able to provide credit to businesses that fall within the credit union’s field of membership. This program covers the types of credit available for member business loans (MBL) and business purpose loans, and the administration of business loans.
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COM01: COMPLIANCE: GENERAL OPERATIONS
There are several important government acts that have an effect on daily interactions with members. Through the Bank Secrecy Act and related acts, the government requires us to be vigilant about the people we serve and the nature of the transactions we process. This program discusses regulations affecting our members' privacy, and our programs for ensuring both physical security, and security of financial information.
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COM02: COMPLIANCE: DEPOSIT REGULATIONS
There are several acts and regulations that affect the way we deal with our members' deposit transactions. The program explains the written disclosures regarding account rates, fees and conditions that we are required to provide to members. It also covers electronic funds transfer regulations, conditions for making deposited funds available, procedures for handling checks, and credit union share insurance.
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COM03: COMPLIANCE: LENDING OPERATIONS
There are several acts that affect the lenders’ role in a credit union. This program explores the acts that are fundamental to our credit union procedures: the Equal Credit Opportunity Act, the Fair Housing Act, Home Mortgage Disclosure Act and Truth in Lending.
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The BBA prescribes the types of gifts that may and may not be accepted by officers and employees of the credit union and it is strictly enforced. The objective of this program is to acquaint staff with the procedures dictated by the Bank Bribery Act so they can easily save themselves and others from any acts of deemed impropriety.
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The BSA is a series of laws that require credit unions and other financial institutions to report certain transactions that could be linked to tax evasion, money laundering and other illegal activities to the federal government. The Bank Secrecy Act is an important link in our national security and this program will help staff understand their responsibilities in relation to this act.
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The purpose of the Patriot Act is to facilitate the prevention, detection and prosecution of international money laundering and the financing of terrorism. To achieve the goals of the Patriot Act we need to know our members. This means staff must be familiar with those who are already members and must take great care to verify identification for any person opening an account. There are very specific procedures to follow and this program covers them in detail.
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Check 21 facilitates check truncation and electronic processing through imaging and makes legal the use of the substitute check as a negotiable instrument. This program explains the value of Check 21, the required procedures and the substantial efficiency gains from improved availability of funds, greater efficiency in processing return items, and smaller losses from check fraud.
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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 every related Federal & State reg!!!!
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COM09: DEFINING SEXUAL HARASSMENT
Sexual harassment is viewed as a major problem by lawmakers as well as courts of judges and juries. Sexual harassment can carry big problems for organizations and employees. These lawsuits usually are very costly and embarrassing. This program is designed to help supervisors learn how to spot sexual harassment, report it inside the credit union and hopefully, prevent any significant problem.
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COM12: ELDER FINANCIAL ABUSE PREVENTION
The number of elderly people in our country is growing significantly and, along with it, financial abuse of elders is burgeoning. The National Center on Elder Abuse estimates there may be as many as 5 million victims a year and experts concerned that seniors are falling prey to financial crime at an ever-increasing rate. This program explores elder and dependendant adult financial abuse as it relates specifically to credit union staff. It reviews what to watch for, how to recognize potential abuse, what to do when abuse is suspected, and the appropriate actions to take including when, and how, to bring the issue to the attention of authorities.
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Providing low-cost alternative sources to financial services is the hallmark of the credit union movement. Maintaining the relationships to insurance, trust, CUSO and other third-party providers is critical to the credit union mission. This program discusses privacy and security, the laws that protect us and the rights and responsibilities of both the credit union and our members.
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SEC02: RIGHT TO FINANCIAL PRIVACY
Both state and federal law govern the access to the credit union's records of accountholders information by state and federal government agencies and law enforcement. The credit union can only release information if the requirements discussed in this program are met.
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SEC03: ELECTRONIC SECURITY (748)
Federal law, the Gramm-Leach-Bailey Act, requires all financial institutions to insure the security and confidentiality of member records and information. This program explores electronic security and the role of the Board of Directors, management and staff in preserving the security of the credit union's data processing systems, home banking and other electronic systems.
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SEC04: USE OF ELECTRONIC MEDIA
Use of the internet requires responsible judgment, supervisory discretion and compliance with applicable laws and regulations. Users must be aware of electronic media security and other privacy concerns. Users must also be aware of and follow management directives for Internet usage. This program discusses electronic media, its purpose in our business and what is considered acceptable use of electronic media by employees of the credit union.
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SEC05: PRETEXT CALLING/MEMBER IDENTIFICATION
Obtaining private financial information under false pretenses is known as pretexting, and it is against the law. This program examines issues with pretext calling and its close cousin, identity theft. It provides examples of pretexting that take place over the telephone, in person, by mail and by email.
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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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