| OR01 |
Welcome
to Credit Unions |
Credit
union history and values, state credit unions, leagues, deposit
insurance |
| OR02 |
Credit
Union Structure |
Fields
of memberships, bonds, board of directors, comparison to banks |
| OR03 |
About
Our Credit Union |
Template
for creating a custom introduction to your credit union. |
| OR04 |
Employee
Handbook |
Credit Union
HR policies such as employee relations, hours of work, pension
and benefits, compensation |
| OR05 |
Confidentiality
and Security |
Credit
Union HR policies such as employee relations, hours of work, pension
and benefits, compensation |
| OR06 |
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. |
| 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 |
| COM09 |
Defining
Sexual Harassment |
Sex
for business reward, hostile environment, investigation, duty
to report |
| COM10 |
Recognizing
Sexual Harassment |
Quid pro
quo, abusing power, hostile environment, email trail, harassment
by customer, duty to report |
| COM11 |
Money
Laundering and Customer Due Diligence |
What money
laundering is, customer due diligence, unusual activities, red
flags, BSA Officer investigations |
| COM12 |
Elder
Financial Abuse Prevention |
Recognizing
potential abuse, appropriate action when abuse is suspected, reporting
to authorities |
| COM13 |
Office
of Foreign Assets Control |
What OFAC
is, OFAC procedures, verifying true matches, acting on a true
match, other OFAC information |
| COM14 |
Money
Services Businesses |
What a Money
Services Business is, extra due diligence, MSB requirements, basic
customer due diligence, red flags |
| 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 |
Know your
role, under promise and over deliver, go the extra mile, personal
service statement |
| 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 |
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