CREDIT UNION TRAINING - CU Training Inc.

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 Americans have made to the credit union movement. The program includes a snapshot of the credit union system in the United States, a look into the unique cooperative structure of credit unions, and an introduction to the worldwide network of support organizations and affiliated companies.

OR02: CREDIT UNION STRUCTURE

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.

OR03: ABOUT OUR CREDIT UNION

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.

OR04: EMPLOYEE HANDBOOK

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.

OR05: CONFIDENTIALITY AND SECURITY

Credit unions have many procedures and actions that protect the confidentiality of the members' records and provide security for both members and staff. This program discusses significant security procedures, along with confidentiality procedures and the need to balance confidentiality with the importance of knowing the members. It reviews credit union policies and government legislation that are designed to protect and safeguard staff, members and the public at large.

OR06: Robbery and Physical Security

The objective of this program is to increase your knowledge and diminish your fear about robberies. You will learn techniques to help prevent robberies. You will become alert to potential security risks, and you will know about the security features in our branches and when to use them. You will know what to do, as well as what not to do: before, during and after a robbery. Most importantly, you will gain a sense of security from understanding the risk management policies that our credit union has in place, and the services that are available to you if a robbery occurs.

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.

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.

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.

COM04: BANK BRIBERY ACT

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.

COM05: BANK SECRECY ACT

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.

COM06: THE USA PATRIOT ACT

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.

COM07: UNDERSTANDING CHECK 21

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.

COMPASS

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!!!!

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.

COM10: RECOGNIZING SEXUAL HARASSMENT

In this program, supervisors learn how sexual harassment plays out in real life through real scenarios and situations. Through these examples, their knowledge of sexual harassment law will be solidified and they will learn more about how to spot possible sexual harassment. This will help them be better, more effective supervisors or managers to better protect your credit union.

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.

COM13: OFFICE OF FOREIGN ASSETS CONTROL

The objective of this program is to familiarize you with the Office of Foreign Assets Control. You will learn about our procedures for complying with the OFAC requirements, how to examine new accounts and transactions, and how to deal with individuals or organizations that are a true match with an OFAC list.

COM14: MONEY SERVICES BUSINESSES

The objective of this program is to introduce Money Services Businesses. You will learn how to identify this type of business, the due diligence required to open and operate this type of account, and the red flags that may alert you to possible illegal activities. You will also learn how to complete CTRs and SARs for Money Services Businesses.

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.

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.

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.

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.

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.

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.

BEST07: GETTING STARTED

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.

BEST08: TOOLS OF THE TRADE

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.

BEST09: TAKING ACTION

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.

BEST10: IN THE BEGINNING

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.

BEST11: NOW YOU'RE INTO IT!

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.

BEST12: THE CLOSE

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.