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click on the course titles for additional details +
| TEL01 |
The
Frontline Role
|
Member
service, confidentiality, accountability, authorizations, security,
product knowledge |
| TEL02
|
Handling
Cash |
Marked, mutilated,
counterfeit, cash counts, ACDs, balancing, treasury cash |
| TEL03 |
Handling
Checks |
Elements
of a check, endorsements, guidelines for cashing, identification,
avoiding losses, balancing |
| TEL04 |
Reg
CC - Check Holds |
Disclosures,
definitions, availability of funds, ATM deposits, hold notices
and timeframes |
| TEL05
|
Problem
Check Resolution |
Payees,
signatures, endorsements, warranty, returned checks, liability,
suspicious transactions |
| TEL06 |
Preventing
Check Fraud |
New accounts,
cashing checks, check security, bad checks, kiting, UCC, liability,
check holds |
| TEL07 |
Deposits
and Withdrawals |
Elements
of deposit and withdrawal slips, authorizations, post dated, large
cash withdrawals |
| TEL08
|
Typical
Transactions |
Opening and
closing accounts, balances, holding funds, account changes, stop
payments |
| TEL09 |
Reg
E - ATM & EFT Transactions |
ATM
card setup, lost cards, daily balancing, internet, ACH, bill payments,
transfers, phone banking |
| ACC01 |
Membership
& Account Ownership |
Account opening,
disclosures, individual, joint and multiple party accounts, trust
and business accounts |
| ACC02 |
Share
Insurance |
NCUSIF,
maintaining the fund, definitions, POD accounts, maximum coverages,
other account types |
| ACC03 |
Opening
Accounts |
Membership
eligibility, identification, screening, account types, disclosures,
holds, limitations |
| ACC04 |
Closing
Accounts |
Individual,
joint, living trusts, fiduciary, IRA accounts, payments to minors
and beneficiaries |
| ACC05 |
Powers
of Attorney |
Types of
POA, statutory, durable, springing and special POA, revocation
and substitution, termination |
| ACC06 |
Trust
Accounts |
Types
of Trusts, Totten trusts, blocked or court ordered accounts, uniform
transfer to minor, living trusts |
| ACC07 |
Decedents
Accounts |
Account ownership,
POD accounts, Powers of Attorney, minors, living trust, will or
no will, estate accounts |
| BAC01 |
Opening
Business Accounts |
Business
types, eligibility, collecting information, account setup, signing
officers, application of regulations |
| BAC02 |
Everyday
Business Account Issues |
Trade names,
verbal instructions, electronic services, ATM cards, checks, cash
withdrawal, agents |
| BAC03
|
Business
Account Signing Authorities |
Changing
signing authority and setting up the power of attorney for different
business types |
| BAC04 |
Member
Business Loans |
Eligibility,
impermissible activities, construction and development loans,
maximum loans |
| COM01 |
Compliance:
General Operations |
BSA,
CTR, Suspicious Activity Report, OFAC, Patriot Act, RFPA, Regs
S, L and A, Privacy |
| COM02 |
Compliance:
Deposit Regulations |
Truth in
Savings, Reserve Requirements, EFT Availability of Funds, UCC,
Collection of Checks, Escheat |
| COM03 |
Compliance:
Lending Operations |
Equal
Credit Opportunity, Fair Housing Act, HMDA,Truth in Lending, Fair
Credit Reporting Act |
| COM04 |
Bank
Bribery Act |
BBA overview,
permissible and prohibited activities, exceptions, disclosures,
conflicts of interest |
| COM05 |
Bank
Secrecy Act |
Member
identification program, new accounts, transactions, exempt persons,
suspicious activity report |
| COM06
|
The
USA PATRIOT Act |
Identification,
opening accounts, verification procedures, documentary and non-documentary,
records |
| COM07 |
Understanding
Check 21 |
Important
terms, process, standards, consumer notice, error resolution,
expedited recredit |
| New! |
COMPASS |
Products
and services program that you can easily customize to your credit
union presented with the legislation that corresponds to each
product |
| COM12 |
Elder
Financial Abuse Prevention |
Recognizing
potential abuse, appropriate action when abuse is suspected, reporting
to authorities |
| SEC01
|
Member
Privacy (716) |
10 steps
to privacy, protected information, sharing with third parties,
disclosure, opting out |
| SEC02
|
Right
to Financial Privacy |
RTFP Act,
consumer authorization, criminal account activity, government’s
right, regulatory agencies |
| SEC03
|
Electronic
Security (748) |
Electronic
access, data processing, dual control and segregation of duties,
outside contracts |
| SEC04
|
Use
of Electronic Media |
Email, software,
downloads, security, prohibited activities, storing data, transmissions,
outside companies |
| SEC05 |
Pretext
Calling/Member Identification |
The law of
protection, identity theft, identifying callers, reporting suspicious
activity, educating members |
| 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 |
|
