ABA E-LEARNING

ABBREVIATED COURSE DESCRIPTIONS

BASIC BANKING KNOWLEDGE

Banking Today

Banking Today introduces new employees to the essential principles, concepts and operations of banking. Students will learn the impact of banking on the economy, as well as the trends, business and environment of commercial banking today. By the end of the course, students will have a "big picture" perspective of the financial services industry and banking.

Audience

Bank personnel new to the banking industry at all levels, specialists in non-banking functions such as marketing, information systems and human resources.

Learning Objectives

After completing this course, students will be able to:

• Describe the US banking industry and its relation to the US economy
• Explain how banks operate as a business
• Define the administrative and functional lines for most banks
• Interpret bank financial statements
• Summarize important federal laws and regulations affecting bank operations and practices
• Describe bank competitors in the financial marketplace and trends likely to affect the future of banking

FUNDAMENTAL BUSINESS SKILLS

Business Etiquette

Business Etiquette introduces new employees to the four guiding principles of business etiquette. Students will learn to introduce themselves or others appropriately to reflect professional hierarchy, describe professional dress code and the effect of not following the code, explain how workplace behavior can affect others, and finally, understand how the rules of business etiquette apply to work situations out of the office.

Audience

Bank personnel in the branch and administrative office environments.

Learning Objectives

After completing this course, students will be able to:

• Define the four guiding principles of business etiquette
• Introduce themselves or others appropriately to reflect professional hierarchy
• Describe professional dress code and the effect of not following the code
• Explain how workplace behavior can affect others
• Explain how the rules of business etiquette apply to work situations out of the office

Dealing Effectively with Co-Workers

Dealing Effectively with Co-Workers focuses primarily on behavior among co-workers. This course introduces information about social behavioral styles and how the different styles affect communication among co-workers. Students will identify their own base preference group and learn what creates the challenges with his/her behavioral opposite. Students will also learn strategies and guidelines for dealing with difficult co-workers and the resulting conflict.

Audience

Bank personnel at all levels.

Learning Objectives

After completing this course, students will be able to:

• Identify elements that contribute to individual perspective
• Describe how perspective drives actions and behaviors
• Describe how behavior choices impact the work environment
• Describe the characteristics and behaviors of the four base preference groups
• Explain the differences found in the same base preference group
• Describe how to look at things from a different perspective
• Describe the benefits and challenges of working with behavioral opposites
• Use the five steps to enhance the working relationship with a difficult co-worker
• Describe the benefits of focusing on what someone else finds important

Ethical Issues for Bankers

Ethical Issues for Bankers prepares students to meet the ethical standards expected of financial services professionals. Students will learn the general guidelines that determine banking ethics, gain the knowledge and skills needed to perform ethical decision-making, and be prepared to observe their institution's code of conduct and Federal laws.

Students will also explore typical ethical dilemmas that tend to occur in financial institutions, and learn how to apply a thoughtful three-step approach to such dilemmas.

Audience

Bank personnel at all levels.

Learning Objectives

After completing this course, students will be able to:

• Describe the importance of ethical practices in banking
• Define the nature and elements of ethical dilemmas
• Describe business practices commonly covered in financial institutions' codes of conduct
• Identify the regulations prohibiting unethical practices in banking
• Use the three-step approach to determine appropriate action in situations that could lead to ethical violations

Managing Time at Work

Managing Time at Work teaches students how to effectively manage their time to be more productive during the workday. Students will learn to create daily plans, as well as manage work areas, interruptions, phone calls, and other daily activities that take valuable time. Through scenario-based examples, students will be able to customize these techniques into a daily planning system that works specifically for them.

Audience

Bank personnel who are not currently using an organized method to plan and manage their time or who want a refresher. This includes any bank employees who are responsible for completing varied tasks in a typical day.

Learning Objectives

After completing this course, students will be able to:

• Plan your time effectively
• Create a task management plan
• Organize the workspace
• Manage interruptions and daily activities

Meetings That Work

Meetings That Work focuses on how to effectively lead meetings and use them as productive methods to communicate, solve problems, and make decisions. It covers the appropriate reasons for holding meetings; the characteristics and typical structure of meetings; principles and tools for planning, leading, and participating in meetings; and how to handle distracting problem behaviors.

Audience

Anyone who leads or participates in meetings within or outside an organization.

Learning Objectives

After completing this course, students will be able to:

• Describe the benefits, risks, and costs of business meetings
• List valid purposes for holding meetings
• Evaluate a group meeting against other methods of achieving a stated purpose
• Determine the appropriate type and number of participants to include in a meeting
• Complete detailed steps to prepare an effective agenda
• Evaluate alternative meeting room set-ups
• Use key principles and specific techniques to effectively lead and participate in meetings

Presentation Skills

Presentation Skills covers the basics of planning an organized, audience-focused oral presentation. The course covers the physical aspects of presenting, such as body language, voice and gestures, handling nervousness, and dealing with disruptive audience members.

Audience

Any bank employee who makes stand-up, verbal presentations to schools, community groups, business prospects, staff, senior management, and so on.

Learning Objectives

After completing this course, students will be able to:

• Write a purpose statement for their presentation topics
• Write an opening statement that catches the audience's attention
• Identify components of a presentation that gain attention and keep interest
• Describe effective uses of visual aids (flipcharts and overheads)
• Define and demonstrate the benefits of using open-ended and closed-ended questions
• Develop a closing statement that calls the audience to action
• List methods for dealing with disruptive audience members
• Identify ways to control nervousness
• Demonstrate appropriate body language
• Deliver a presentation that meets the needs of the audience

Presentation Skills

Presentation Skills covers the basics of planning an organized, audience-focused oral presentation. The course covers the physical aspects of presenting, such as body language, voice and gestures, handling nervousness, and dealing with disruptive audience members.

Audience

Any bank employee who makes stand-up, verbal presentations to schools, community groups, business prospects, staff, senior management, and so on.

Learning Objectives

After completing this course, students will be able to:

• Write a purpose statement for their presentation topics
• Write an opening statement that catches the audience's attention
• Identify components of a presentation that gain attention and keep interest
• Describe effective uses of visual aids (flipcharts and overheads)
• Define and demonstrate the benefits of using open-ended and closed-ended questions
• Develop a closing statement that calls the audience to action
• List methods for dealing with disruptive audience members
• Identify ways to control nervousness
• Demonstrate appropriate body language
• Deliver a presentation that meets the needs of the audience

Sexual Harassment in the Workplace

In Sexual Harassment in the Workplace, behavior awareness is the focus of the course. Students will learn how Title VII of the Civil Rights Act of 1964 defines sexual harassment. Through a series of scenario examples, students will be engaged in identifying conduct that could be considered unwelcome or inappropriate. Two forms of harassment will be explained: quid pro quo and hostile environment. Students will be given some steps they should follow if they feel they are victims of sexual harassment. They will also be encouraged to focus on their own actions and consider how those actions may be perceived by others.

Audience

All employees

Learning Objectives

After completing this course, students will be able to:

• Define sexual harassment
• Describe types of sexual harassment
• Discuss behavior that crosses the line of appropriate conduct

Writing Bank Correspondence

Writing Bank Correspondence provides students with the knowledge and skills necessary to effectively communicate in writing with peers and managers within their bank, and with their clients. Students will learn how to use a written document as a tool for achieving a specific goal through a four-step process: planning, drafting, revising, and polishing.

Audience

Anyone who writes business correspondence such as letters to customers, memos, faxes, or e-mail messages.

Learning Objectives

After completing this course, students will be able to:

• Plan for a written document
• Draft a document that achieves a planned objective
• Revise a document to maximize clarity and conciseness
• Choose a format that is appropriate to the content and to the audience

MANAGEMENT AND LEADERSHIP

Coaching for Success

Coaching for Success provides managers, supervisors, team leads and mentors with the knowledge and skills necessary to assess, plan, and carry out a performance coaching dialogue with an employee or person being mentored. Additionally, this course provides techniques for ongoing performance feedback and skills for recognizing a coaching opportunity. It will encourage students to become involved, on an ongoing basis, with the performance growth of other employees to develop and enhance their skills. At the end of the course, students will participate in a simulated coaching dialogue to practice applying these skills in a typical coaching situation.

Audience

Bank personnel responsible for coaching others with or without a reporting relationship. This could include managers, supervisors, team leaders and mentors.

Learning Objectives

After completing this course, students will be able to:

• Differentiate coaching, by goals and methodology, from corrective feedback
• Explain the benefits of coaching and the potential consequences of not coaching
• Recognize a coaching opportunity
• Describe resources and processes that your employer provides in support of coaching
• Prepare a plan for a coaching session
• Demonstrate listening skills appropriate to a coaching dialogue
• Perform a coaching dialogue

Corrective Action

In Corrective Action, students will learn how to facilitate their employees' improvement, instead of merely disciplining them. The course covers when and how to apply corrective action, and provides strategies for motivating employees to improve. Students will learn to use a range of corrective modes in a balanced and objective manner, including applying the progressive disciplinary model, documenting corrective action through a standard documentation template, and counseling employees towards improvement in a professional manner.

Audience

Any supervisor or manager who has responsibility for evaluating and documenting employee performance.

Learning Objectives

After completing this course, students will be able to:

• Define corrective action and its significance
• Describe an employee's performance or behavior gap specifically and objectively
• Identify the steps of the progressive disciplinary model
• Apply the progressive disciplinary process to disciplinary situations
• Document corrective action completely by including the standard elements
• Prepare for a corrective counseling session with an employee
• Conduct a corrective counseling discussion with an employee
• Take appropriate corrective action based on an employee performance or behavior issue

Hiring the Best

Hiring the Best presents employees who participate in the hiring process with a structured process for identifying, evaluating and hiring the best candidate for a job. Students learn to identify job requirements, measure and rate skills, and conduct an interview that is legal and useful. Students will also learn to identify potential interview pitfalls, evaluate candidates and use reference checks. At the end of the course, students have an opportunity to apply what they've learned in a course project.

Audience

Any supervisor or manager who participates in the position analysis and selection and hiring of employees.

Learning Objectives

After completing this course, students will be able to:

• Identify the job tasks, skills, and proficiency levels that make up a job analysis
• Prepare effective interview questions to conduct a legal, thorough interview
• Follow proper guidelines for conducting an interview and pre-employment tests
• Evaluate and select the best candidate for a position in a legal manner
• Select the most qualified candidate for an open position in the course project

Improving Productivity

Improving Productivity teaches students how to evaluate and improve productivity in the workplace. Students will learn how to consistently and systematically apply a six-step process to resolving productivity problems in the work environment. These steps will keep students focused on what needs to be done to resolve the problem and enhance current productivity levels.

Audience

Any employee that leads a work team on a full or part-time basis.

Learning Objectives

After completing this course, students will be able to:

• Describe the manager's role in productivity challenges for banks
• Identify the three elements of productivity
• Pinpoint the production problems in problem in everyday scenarios
• Identify obstacles that are keeping your their work group from reaching optimal performance levels
• Determine the best method to identify potential productivity obstacles through the use of interviewing, fishbone diagrams and flow charts
• Use rating, ranking and matrix screening methods for evaluating productivity solutions
• Describe the steps for implementing productivity solutions

Managing Change

Managing Change covers the typical effects that change events can have on individuals and organizations. This course will teach students strategies for demonstrating change leadership. Through honing communication skills and applying them to a four-step change communication process, students will be prepared to manage the effects of the change. Throughout the course, students will have several opportunities to observe effective and ineffective change communication techniques. These examples are set in real-world change scenarios and offer solutions that can be applied immediately in the workplace.

Audience

Any employee who is leading a group in a changing environment.

Learning Objectives

After completing this course, students will be able to:

• Distinguish between change and transition
• Identify seven typical effects of change
• Describe the primary reactions employees have to change events
• Examine the three stages of change
• Identify possible reactions to each stage of change
• Identify the seven strategies to demonstrate change leadership
• Identify the influence and action you can take in change situations
• Describe the key elements of effective communication
• Identify the four steps to communicating change effectively
• Describe the impact of the four-step communication approach on a change event

Managing Employee Relations

Managing Employee Relations provides managers and supervisors with a four-step strategy for managing employee relations --compliance with legislation, managing diversity, handling work and personal issues and fostering open communications. After an overview of the importance of employee relations and their impact on the workplace, the course reviews the legislation that protects employees from discriminatory and unfair practices. Students will learn how to identify diversity issues in a team, how to respond to personal issues that affect the work environment, how to promote open communications and how to establish formal and informal problem resolution processes.

Audience

Any manager or team leader with one or more reporting relationships.

Learning Objectives

After completing this course, students will be able to:

• Describe the impact of a manager's role in establishing and maintaining sound employee relations in an organization
• Identify four management strategies that support positive employee relations
• Describe the purpose and intent of employment legislation governing workplace supervision
• Identify diversity issues in a team and overcome related barriers to productive employee relations
• Use effective guidelines for handling work and personal issues in a team
• Implement management activities that facilitate open communications

Performance Management

Performance Management provides supervisors and managers with a proactive approach to performance management through a process called the Performance Management Cycle. Managers will learn to set clear expectations with employees, as well as deliver performance feedback and objective evaluations through the three stages of the Performance Management Cycle: Planning, Feedback, and Evaluation.

Audience

Any supervisor or manager who has responsibility for direction, documenting and evaluating employee performance.

Learning Objectives

After completing this course, students will be able to:

• Identify the stages of the Performance Management Cycle
• Write clear, concise performance objectives
• Communicate expectations and monitor employee progress
• Provide timely formal and informal employee feedback
• Write fair and effective performance evaluations

Project Management Fundamentals, Part One

Project Management Fundamentals, Part One examines the phases of the Project Management Life Cycle, and a project manager's role in each phase. It defines basic project success criteria and common reasons for project failure. Finally, it describes techniques for setting up a strong project team and determining the elements of a Risk Management Plan.

Audience

Those with project management responsibilities or who are part of a project team.

Learning Objectives

After completing this course, students will be able to:

• Describe the differences between project management and regular management
• Identify the major phases in a project
• Identify criteria for a successful project
• Describe the major elements that define all projects
• Construct useful project goals and objectives
• Identify the elements to be included in a statement of work
• Describe the purpose and key elements of a project charter
• List the basic approaches to handling risk
• Identify the components of risk assessment
• Select appropriate tools for analyzing risk

Project Management Fundamentals, Part Two

Project Management Fundamentals, Part Two describes techniques for planning and sequencing project activities. It describes how to identify the Critical Path for completing a project on schedule. It identifies the cost elements that should be included in a project budget and describes techniques for managing deviations from budgets and schedules. Finally, it describes key elements of project management communications and reporting tools and the key activities of project close-out.

Audience

Those with project management responsibilities or who are part of a project team.

Learning Objectives

After completing this course, students will be able to:

• Organize a project into sub-projects
• Identify dependencies between work projects and use those dependencies to establish a logical order for work projects
• Calculate the Critical Path, or set of activities which cannot be delayed, in order to accomplish project work on time
• Identify the cost elements to be included in a budget
• Describe the key tools for monitoring progress on a project
• Identify variances in the schedule and budget
• List the types of information that should be included in a communications plan

Rewards and Recognition

Rewards and Recognition provides students with the knowledge and skills necessary to recognize, reward, and motivate employees toward continued and improved performance.

Students will learn the core principles and characteristics of recognition, and understand the benefits that giving rewards and recognition can bring to individual employees, departments and the institution. The course covers how to choose and convey effective rewards and recognition, including selecting an appropriate reward and the time and place to communicate recognition to employee. Students will get hands-on practice in planning a rewards and recognition program using planning and recording forms included in the course.

Audience

Any employee responsible for motivating, staff regardless of the specific reporting relationships. This could include managers, supervisors, team leaders and mentors.

Learning Objectives

After completing this course, students will be able to:

• Define the terms reward and recognition
• Identify the elements of rewarding and recognizing employees
• Describe the consequences of failing to reward and recognize employees
• Describe how to link a specific company value to specific employee behaviors
• Determine a reward/recognition that is appropriate to the individual
• Communicate the reward/recognition effectively
• Describe the steps in creating a recognition plan
• Create a recognition plan for employees

Sexual Harassment in the Workplace for Managers

In Sexual Harassment in the Workplace, behavior awareness is the focus of the course. Students will learn how Title VII of the Civil Rights Act of 1964 defines sexual harassment. Through a series of scenario examples, students will be engaged in identifying conduct that could be considered unwelcome or inappropriate. Two forms of harassment will be explained: quid pro quo and hostile environment. Students will be given some steps they should follow if they feel they are victims of sexual harassment. They will also be encouraged to focus on their own actions and consider how those actions may be perceived by others.

Audience

All employees with supervisory responsibilities

Learning Objectives

After completing this course, students will be able to:

• Define sexual harassment
• Describe types of sexual harassment
• Discuss behavior that crosses the line of appropriate conduct
• Discuss actions to take if an action is viewed as sexual harassment
• Use guidelines to discuss sexual harassment conduct with employees

MICROSOFT OFFICE COURSES

Microsoft Access 2000: Level 1

Microsoft Access 2000: Level 1 provides the basic skills necessary to begin using Access 2000 including the design and creation of databases, tables, queries, forms, and reports.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Describe the key steps in database planning and design
• Create and work with tables
• Find and edit records
• Sort and filter records
• Create a query
• Create and use forms
• Create and use reports

Microsoft Access 2000: Level 2

Microsoft Access 2000: Level 2 focuses on more advanced database management skills, including analysis, data validation, and multi-table queries.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Query multiple tables for data used in customized forms and reports
• Analyze table relationships
• Establish and test referential integrity
• Use data validation techniques
• Use indexing techniques
• Customize form designs by performing calculations and adding combo boxes
• Create data access pages

Microsoft Access 2000: Advanced

Microsoft Access 2000: Advanced covers more advanced Access topics including complex query techniques, table joins, and more efficient forms and reports,. In addition, it covers how macros can enhance you database and user input interfaces.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Create parameter queries
• Create action queries
• Join tables and work with join properties
• Create cross-tab queries
• Use functions to control data entry
• Use a form as the user interface
• Create a form that contains a sub-form
• Create and use macros
• Attach a macro to a command button
• Use macros to provide user interaction and automate data entry

Microsoft Excel 2000: Level 1

Microsoft Excel 2000: Level 1 provides the basic skills needed to work with an Excel spreadsheet. The procedures you will learn include navigating, entering data, using formulas, moving and copying data, and formatting and printing a worksheet.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Navigate around an Excel spreadsheet
• Enter and correct data
• Create and enter formulas
• Work with ranges and functions
• Move and copy data
• Format and print a worksheet

Microsoft Excel 2000: Level 2

Microsoft Excel 2000: Level 2 covers the use of electronic charts, chart items, and graphics to enhance worksheet data reports in Excel. It covers procedures for creating, modifying and formatting charts, adding graphic objects to charts, and sorting and filtering data.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Create a chart sheet
• Add and delete chart items
• Move and size chart items
• Format labels and chart text
• Sort data at both single and multiple levels
• Filter lists

Microsoft Excel 2000: Advanced

Microsoft Excel 2000: Advanced covers the more advanced features of Excel 2000 and various advanced techniques for analyzing and manipulating data in Excel. The topics include customizing the work area, advanced formula construction, pivot tables, multiple worksheets, and macros.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Work with built-in and custom toolbars
• Create and use styles and templates
• Construct and use more advanced formulas like IF and VLOOKUP
• Link cells in different worksheets
• Protect workbooks
• Create and use macros
• View and edit VBA code
• Save an Excel worksheet as a web document

Microsoft Outlook 2000: Introduction

Microsoft Outlook 2000: Introduction covers the fundamentals of using Outlook 2000 to coordinate mail, appointments, events, meetings, tasks, and contacts.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Send and receive e-mail
• Schedule appointments
• Insert events
• Schedule meetings
• Create and manage tasks
• Organize contacts

Microsoft Outlook 2000: Advanced

Microsoft Outlook 2000: Advanced covers the more advanced features of Outlook 2000, including integrating Outlook components, creating custom forms, importing and exporting data, and creating messages in HTML mail format.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Sort, find, and filter messages
• Set rules using the Rule Wizard
• Share contact information
• Create custom forms
• Create public folders and set permissions
• Import and export data

Microsoft PowerPoint 2000: Introduction

Microsoft PowerPoint 2000: Introduction provides an introduction to the PowerPoint tool including bullet slides, PowerPoint's drawing tools, the use of clip art and WordArt, organization charts, and creating and editing charts with Microsoft Graph.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Create and format slide text and bullet lists
• Use the PowerPoint Drawing tool
• Insert clipart, tables, and word art
• Create an organization chart
• Create and use a template and Slide Master
• Use slide shows and other presentation options
• Save a presentation as a web page

Microsoft PowerPoint 2000: Advanced

Microsoft PowerPoint 2000: Advanced covers the more advanced features of PowerPoint 2000, including customizing templates and the PowerPoint environment, and making a presentation interactive by using hyperlinks and action buttons. It also demonstrates how to enhance a presentation by using custom clip art, animation, and movies, and how to work with embedded and imported objects using Microsoft applications.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Insert graphics and multimedia into a PowerPoint presentation
• Insert Office objects
• Customize PowerPoint Presentations
• Automate slide production
• Use AutoCorrect and Style Checker
• Create hyperlinks and interactive objects
• Select the most appropriate slide show option

Microsoft Word 2000: Level 1

Microsoft Word 2000: Level 1 covers the intermediate features of Word 2000 including the creation and control of section breaks, tables, merges, styles, templates, macros, and web pages.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Navigate through a Word document
• Select, move, and copy text
• Format characters and paragraphs
• Use indents, bullets, and numbered lists
• Set margins and page breaks
• Create headers and footers

Microsoft Word 2000: Level 2

Microsoft Word 2000: Level 2 covers the intermediate features of Word 2000 including the creation and control of section breaks, tables, merges, styles, templates, macros, and web pages.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Create and format sections
• Format text into newspaper columns
• Create a mail merge document and perform a mail merge
• Create and apply styles
• Create a template
• Record and run a macro
• Create a web page

Microsoft Word 2000: Advanced

Microsoft Word 2000: Advanced covers the more advanced features of Word 2000. It demonstrates how to apply styles, create forms, use form fields, add graphics, work with large documents, share documents, and prepare documents as intranet web pages.

Additional Notes

Please note: If you do not currently have Shockwave 8.0.1 or higher on your system you will need to download it which you can do for free from the following site. If you are taking the course at your place of business, please check with your IT Department before downloading Shockwave.

This course has a pre-assessment that will help you identify those portions of the course on which you should focus your time. You may retake the pre-assessment when you finish the course. The score on most recent taking of the pre-assessment will be recorded in your transcript. There is narration supplied with the course if your computer has sound capabilities. However, the narration is not necessary to successfully complete the course.

Learning Objectives

After completing this course, students will be able to:

• Create and use a form template
• Add graphics to a Word document
• Create a table of contents
• Create footnotes, endnotes, bookmarks and cross-references
• Use a concordance file to index
• Track, compare, and merge documents
• Insert highlights and comments
• Create hyperlinks
• Insert multimedia elements into a Web page

REGULATORY COMPLIANCE

Americans with Disabilities Act (ADA)

Americans with Disabilities Act (ADA) provides guidelines for how employees in any part of the financial institution can meet the requirements of the Americans with Disabilities Act. Students will learn how reasonable accommodations can be applied in a variety of situations.

Audience

All levels of employees.

Learning Objectives

After completing this course, students will be able to:

• Define disability as outlined by ADA regulation
• Determine who is covered
• Explain "reasonable accommodations"
• Describe how the Americans with Disabilities Act applies to their job responsibilities

Americans with Disabilities Act (ADA) for Call Center Representatives, Customer Service Representatives, Personal Bankers, and Tellers

This course focuses on the ADA responsibilities of Call Center Representatives, Customer Service Representatives, Personal Bankers, and Tellers. It describes the federal law that prohibits discrimination against persons with a disability. This course identifies the types of situations that could involve discrimination at the bank. It also provides various examples of appropriate etiquette that should be used when interacting with individuals with disabilities.

Audience

Call Center Representatives who interact with clients over the phone on a daily basis. Customer Service Representatives who service clients. Personal Bankers who interact with deposit, business and lending clients and Tellers who conduct transactions for clients on a daily basis.

Learning Objectives

After completing this course, you will be able to:

Demonstrate practical behaviors and language when interacting with persons with disabilities

Anti-Money Laundering Regulations for Consumer Lenders

 ( BSA , USA PATRIOT Act and OFAC)

This course will address the role consumer lenders play in reporting transactions as required by BSA and the USA PATRIOT Act. Students will learn the primary purpose of the BSA which is to enable the federal government to assist in the prevention of the involvement of U.S. banks in laundering money obtained through illegal activities. The course also discusses the federal law enacted after September 11, 2001 the USA PATRIOT Act which addresses the role banks play in reporting potential terrorist financing transactions. Finally, the course covers the role consumer lenders play in assisting OFAC in identifying entities and individuals prohibited from doing business with the U.S.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to: 

• Describe the role of the lender in meeting the requirements of the BSA and the USA PATRIOT Act
• Explain how "know your customer" affects lending transactions
• Describe the purpose of the Specially Designated Nations (SDN) and Blocked Persons list
• Describe how to handle a match name and blocked funds

Bank Bribery Act

Bankers are responsible for appropriately handling money, personal information and trust. Unfortunately, there are some individuals who may attempt to take advantage of this for their own personal benefit or gain. In this course participants will learn about the Bank Bribery Act and how to comply with it in order to prevent corrupt activities within financial institutions.

Audience

All levels of employees.

Learning Objectives

After completing this course, students will be able to:

• Explain the background of the Bank Bribery Act
• Describe the purpose of the Bank Bribery Act
• Describe the importance of a code of conduct
• Explain the general prohibitions of the Bank Bribery Act
• Describe exceptions to the general prohibitions
• Explain the disclosure and reporting requirements

Bank Bribery Act for Personal Bankers

This course focuses on how a bank's code of conduct or policy should alert Personal Bankers about the bank bribery statute, and/or guidance about acceptable business practices. This course lists examples where the bank prohibits their officials from accepting a business opportunity from anyone seeking to do business with the bank. It also explains any exceptions to those prohibitions, and how employees must disclose anything of value to the bank.

Audience

Personal Bankers who come in contact with various deposit, lending, and business clients.

Learning Objectives

After completing this course, you will be able to:

• Describe the importance of the code of conduct in relation to the prohibition against bribery
• Describe the exceptions to the general prohibitions
• Explain the disclosure and reporting requirements

Bank Protection Act

Bank Protection Act participants will learn how the Bank Protection Act influences the procedures used to preserve evidence of criminal behavior or suspected criminal behavior. Participants will also learn the devices/equipment that must be in place to assist law enforcement officials in the apprehension of individuals who perpetrate crimes against the financial institution.

Audience

All levels of employees.

Learning Objectives

After completing this course, students will be able to:

• Explain the background of the Bank Protection Act
• Describe the purpose of the Bank Protection Act
• Describe tools and procedures used to identify persons committing crimes against the financial institution
• Describe the security devices required by the Bank Protection Act
• Describe training efforts required by the Bank Protection Act

Bank Secrecy Act

Bank Secrecy Act introduces employees of financial institutions to the Bank Secrecy Act and the reporting responsibilities that come with it. Students will learn to complete and submit required Bank Secrecy Act reports, explain the timeframes and procedures for maintaining Bank Secrecy Act reports, and finally, how to explain to clients why Bank Secrecy Act reports are required.

Audience

Employees working in a cash-handling position in a financial institution or a money service business.

Learning Objectives

After completing this course, students will be able to:

• Explain what the Bank Secrecy Act is, and why it was created
• Describe the compliance programs required by the Bank Secrecy Act
• Complete and submit required Bank Secrecy Act reports
• Explain the timeframes and procedures for maintaining Bank Secrecy Act reports
• Explain to clients why Bank Secrecy Act reports are required

Bank Secrecy Act (BSA) for Call Center Representatives

This course focuses on the BSA responsibilities of Call Center Representatives. It explains that the quality of a bank's compliance depends on the actions of its client-contact employees and how important it is for Call Center Representatives to follow the bank's policies and procedures. This course explains how to complete the Suspicious Activity Report as a means for bank employees to play a critical role in helping law enforcement official's track illegally obtained funds to their original source.

Audience

Call Center Representatives who interact with deposit and lending clients over the phone on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Explain your responsibility in complying with the Bank Secrecy Act
• Complete and file a Suspicious Activity Report

Bank Secrecy Act (BSA) for Customer Service Representatives

This course focuses on the BSA responsibilities of a Customer Service Representative. It explains that the quality of a bank's compliance depends on the actions of its client-contact employees and how important it is for Customer Service Representatives to follow the bank's policies and procedures. This course explains how to complete the Currency Transaction Report and Suspicious Activity Report as a means for bank employees to help law enforcement officials track illegally obtained funds to their original source, and describes the qualifications for Designation of Exempt Person status. Customer Service Representatives also learn how to include three key points to answer client questions as to why BSA reports must be completed.

Audience

Customer Service Representatives who service deposit and lending clients on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Explain your responsibility in complying with the Bank Secrecy Act

• Complete and file a Currency Transaction Report and a Suspicious Activity Report

• Describe qualifications for Designation of Exempt Person status
• Identify guidelines to answer client questions

Bank Secrecy Act (BSA) for Managers

The Bank Secrecy Act is designed to deter crime through its record keeping and reporting requirements. These reporting requirements provide the government with a paper trail by which law enforcement agencies can track suspicious financial transactions.

Audience

Any bank manager or senior level employee who wants to get an overview of how BSA fits into deposit operations or lending functions of a banking office or department.

Learning Objectives

By the end of Bank Secrecy Act for Managers, you will be able to:

• Explain employee responsibilities in complying with the Bank Secrecy Act
• Determine how employees complete and file a Currency Transaction Report and a Suspicious Activity Report
• Describe qualifications for Designation of Exempt Person status
• Identify guidelines to answer client questions

Bank Secrecy Act (BSA) for Personal Bankers

This course focuses on the BSA responsibilities of a Personal Banker. It explains that the quality of a bank's compliance depends on the actions of its client-contact employees and how important it is for Personal Bankers to follow the bank's policies and procedures. This course explains how to complete the Currency Transaction Report and Suspicious Activity Report as a means for bank employees to help law enforcement officials track illegally obtained funds to their original source, and describes the qualifications for Designation of Exempt Person status. Personal Bankers also learn how to include three key points to answer client questions as to why BSA reports must be completed.

Audience

Personal Bankers who interact with deposit and lending clients on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Explain your responsibility in complying with the Bank Secrecy Act
• Complete and file a Currency Transaction Report and a Suspicious Activity Report
• Describe qualifications for Designation of Exempt Person status
• Identify guidelines to answer client questions

Bank Secrecy Act (BSA) for Private Bankers

Bank Secrecy Act for Private Bankers course provides important content relating to BSA/AML issues and awareness of governances that monitor transactions that could be tied to illegal activity. In Bank Secrecy Act for Private Bankers students will learn the definition of money laundering. They will learn how to discuss USA PATRIOT Act requirements for identifying clients and BSA rules for cash transactions. Participants will also learn the penalties for noncompliance and how OFAC's Specially Designated National and Blocked Person list is utilized.

Audience

Bank Secrecy Act for Private Bankers targets a senior level audience with responsibilities that include working with foreign clients and large transactions.

Learning Objectives

After completing this course, you will be able to:

• Define money laundering
• Discuss USA PATRIOT Act requirements for identifying clients
• Discuss BSA rules for cash transactions
• Discuss penalties for noncompliance
• Discuss OFAC's Specially Designated Nationals (SDN) and Blocked Persons list Course Credits

Bank Secrecy Act (BSA) for Tellers

This course focuses on the BSA responsibilities of a Teller. It explains that the quality of a bank's compliance depends on the actions of its client-contact employees and how important it is for Tellers to follow the bank's policies and procedures. This course explains how to complete the Currency Transaction Report and Suspicious Activity Report as a means for bank employees to help law enforcement officials track illegally obtained funds to their original source, and describes the qualifications for Designation of Exempt Person status. Tellers also learn how to include three key points to answer client questions as to why BSA reports must be completed.

Audience

Tellers who conduct client transactions on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Explain your responsibility in complying with the Bank Secrecy Act
• Complete and file a Currency Transaction Report and a Suspicious Activity Report
• Describe qualifications for Designation of Exempt Person status
• Identify guidelines to answer client questions

Check 21 Overview

This course provides an overview of the new Check 21 legislation that went into effect on October 28, 2004. It covers the goals of the legislation, check truncation, substitute checks, consumer safeguards, expedited recredit procedures, and what banks must do to implement Check 21. There is a Final Assessment that you can use to check your general understanding of Check 21 after completing the course. This course has a somewhat different format than the other ABA eLearning courses and will be replaced with a course in a more typical ABA eLearning format some weeks after the legislation becomes effective.

Audience

Bank personnel who work with checking account customers.

Learning Objectives

After completing this course, students will be able to:

• Explain how Check 21 will impact customers and banks
• Describe the key elements of the Check 21 Act
• Explain Check 21 to customers
• Describe what to expect as Check 21 is implemented

Community Reinvestment Act (CRA)

Community Reinvestment Act (CRA) measures the way financial institutions are meeting the needs of everyone in their community of operations. While every employee may not be directly involved in tracking this information, it is helpful to understand why compliance with this Act is so important to the financial institution. This course will help participants go beyond just referring the questions to a specific individual to knowing why the information is so important to those asking for it.

Audience

All employees with direct client contact.

Learning Objectives

After completing this course, students will be able to:

• Explain the role the Community Reinvestment Act (CRA) plays in every financial institution
• Describe the key requirements contained in the Act

Community Reinvestment Act (CRA) for Customer Service Representatives, Personal Bankers, and Tellers

This course focuses on the CRA responsibilities of Customer Service Representatives, Personal Bankers, and Tellers. It explains the CRA requirement for federal banking regulators to publicly evaluate and rate FDIC-insured banks and savings associations to ensure they meet the credit needs of all neighborhoods. This course describes the information that must be made available in a CRA Public Evaluation, as well as certain records in its public file.

Audience

Customer Service Representatives who service clients. Personal Bankers who interact with deposit, business and lending clients. Tellers who conduct transactions for clients on a daily basis.

Learning Objectives

By completion of this course, you will be able to:

• Describe the information that must be made available to the public

Deposit-Related Regulations for Consumer Lenders

(Reg E and Reg D)

This course covers the provisions of Reg E (Electronic Funds Transfer Act) and Reg D (Reserve Requirements) most likely to affect consumer lenders.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to: 

• Discuss requirements for preauthorized transfers
• Describe the reserve requirements on deposit accounts
• Describe key Regulation D transaction limitation rules

Electronic Funds Transfer Act - Regulation E

Electronic Fund Transfer Act - Regulation E was enacted to protect consumers from errors and fraud that could occur in these transactions. This course covers the requirements of the Act that apply to customer contact personnel.

Audience

All levels of employees. Operations personnel who perform actual resolution for electronic fund transfer errors may need more in-depth training.

Learning Objectives

After completing this course, students will be able to:

• Explain the background of the Electronic Fund Transfer Act
• Describe the purpose of the Electronic Fund Transfer Act
• Describe requirements regarding issuance of access devices
• Explain the requirements related to preauthorized transfers
• Define an electronic funds transfer
• Describe how to handle a notice of error

Electronic Funds Transfer Act (Reg E) for Call Center Representatives and Personal Bankers

This course focuses on the Reg E responsibilities of Call Center Representatives and Personal Bankers, and how it contains strong protections for clients from potential fraud and errors in electronic banking transactions. It lists content and timing requirements for each required disclosure, and requirements for each preauthorized transfer. This course also lists notice of error situations, and specifies the importance of routing notices of errors to help ensure that the bank complies with the error resolution timing requirements of Regulation E.

Audience

Call Center Representatives who interact with clients over the phone, and Personal Bankers who interact with deposit and business clients.

Learning Objectives

By completion of this course, you will be able to:

• Describe content and timing requirements for five Reg E disclosures
• Discuss requirements for preauthorized transfers
• Describe a Notice of Error
• Describe general liability issues

Electronic Funds Transfer Act (Reg E) for Customer Service Representatives

This course focuses on the Reg E responsibilities of Customer Service Representatives and how it contains strong protections for clients from potential fraud and errors in electronic banking transactions. It lists content and timing requirements for each required disclosure, and requirements for each preauthorized transfer. This course also defines a notice of error and lists notice of error situations.

Audience

Customer Service Representatives who often service clients' electronic funds transfers.

Learning Objectives

By completion of this course, you will be able to:

• Describe content and timing requirements for five Reg E disclosures 
• Discuss requirements for preauthorized transfers
• Describe a Notice of Error 

Electronic Funds Transfer Act (Reg E) for Tellers

This course focuses on the Reg E responsibilities of Tellers, and how it contains strong protections for clients from potential fraud and errors in electronic banking transactions. It lists content and timing requirements for each required disclosure, and requirements for each preauthorized transfer. This course also lists notice of error situations, and specifies the importance of routing notices of errors to help ensure that the bank complies with the error resolution timing requirements of Regulation E.

Audience

Tellers who conduct transactions for clients on a daily basis.

Learning Objectives

By completion of this course, you will be able to:

• Describe content and timing requirements for five Reg E disclosures 
• Discuss requirements for preauthorized transfers
• Describe a Notice of Error 
• Describe general liability issues

Equal Credit Opportunity Act - Regulation B

Equal Credit Opportunity Act - Regulation B teaches students to evaluate an applicant's creditworthiness within the boundaries of the Equal Credit Opportunity Act. The course begins by describing the purpose and coverage of the Equal Credit Opportunity Act, and then reviews what a bank and its employees must do regarding the taking and processing of loan applications, including acceptable factors. Students will learn about prohibited bases for evaluating an application and required notifications. The course concludes with a discussion of other bank compliance issues, including the requirements for reporting credit information, record keeping, and the consequences of noncompliance.

Audience

Bank personnel involved in the process of gathering information for credit transactions.

Learning Objectives

After completing this course, students will be able to:

• Explain the purpose of the Equal Credit Opportunity Act and what it covers
• Describe what banks must do to comply with the Equal Credit Opportunity Act when making credit available
• Describe what banks must do to comply with the Equal Credit Opportunity Act when processing a credit application
• Identify reporting and record keeping requirements, as well as the consequences for noncompliance

Equal Credit Opportunity Act (ECOA) for Personal Bankers

This course focuses on the ECOA responsibility of Personal Bankers who deal with credit applicants, to ensure that they are treated fairly. This course identifies how the ECOA's provisions affect a bank's procedures for all aspects of the credit transaction process, from making credit available to finally making a credit decision and maintaining client records. This course also reminds Personal Bankers about civil liabilities and other consequences for noncompliance.

Audience

Personal Bankers who interact with lending clients on a daily basis.

Learning Objectives

After completing this course, students will be able to:

• Describe the scope of the Equal Credit Opportunity Act
• Explain what you must do to comply with the Equal Credit Opportunity Act
• Describe the consequences of noncompliance

Expedited Funds Availability (Regulation CC)

Expedited Funds Availability Act (Regulation CC) introduces students to key components of the Expedited Funds Availability Act (Regulation CC). Students will gain general knowledge of availability schedules used on transaction account deposits and the general conditions when EFAA allows holds to be extended. Students will also learn some of the basic requirements created by the Federal Reserve Board as part of EFAA for paying and returning checks.

Audience

Any employee who accepts checks for deposit into transaction accounts.

Learning Objectives

After completing this course, students will be able to:

• Differentiate between next day, 2nd day, and 5th day availability schedules
• Explain the conditions allowed by Regulation CC for extended holds
• Describe general disclosure information required for all financial institutions
• Recognize proper placement of endorsements
• Describe the key rules for returning checks

Expedited Funds Availability (Reg CC) for Call Center Representatives

This course focuses on the Reg CC responsibilities of Call Center Representatives. It lists specific deadlines when banks must make funds deposited into client transaction accounts available. It explains business-day availability schedules used on transaction account deposits. This course helps Call Center Representatives to understand the importance of availability disclosures at the time of account opening. It also describes how Check 21 can affect funds availability, and positively affect check processing for clients and the bank.

Audience

Call Center Representatives who interact with clients over the phone on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Discuss availability schedules
• Explain when availability disclosures must be made
• Describe how Check 21 affects customers

Expedited Funds Availability (Reg CC) for Customer Service Representatives

This course focuses on the Reg CC responsibilities of Customer Service Representatives. It lists specific deadlines when banks must make funds deposited into client transaction accounts available. It explains business-day availability schedules used on transaction account deposits. This course helps Customer Service Representatives to understand the importance of availability disclosures at the time of account opening in the bank and by mail. It also describes how Check 21 can affect funds availability, and positively affect check processing for clients and the bank.

Audience

Customer Service Representatives who may handle customer service issues related to Reg CC availability schedules and disclosures.

Learning Objectives

After completing this course, you will be able to:

• Discuss availability schedules
• Explain when availability disclosures must be made
• Describe how Check 21 affects customers

Expedited Funds Availability (Reg CC) for Personal Bankers

This course focuses on the Reg CC responsibilities of Personal Bankers. It lists specific deadlines when banks must make funds deposited into client transaction accounts available. It explains business-day availability schedules used on transaction account deposits. This course helps Personal Bankers to understand the importance of availability disclosures at the time of account opening in the bank and by mail. It also describes how Check 21 can affect funds availability, and positively affect check processing for clients and the bank.

Audience

Personal Bankers who interact with deposit, lending, and business clients that may have issues related to Reg CC availability schedules and disclosures.

Learning Objectives

After completing this course, you will be able to:

• Discuss availability schedules
• Explain when availability disclosures must be made
• Describe how Check 21 affects customers

Expedited Funds Availability (Reg CC) for Tellers

This course focuses on the Reg CC responsibilities of Tellers. It lists specific deadlines when banks must make funds deposited into client transaction accounts available. It explains business-day availability schedules used on transaction account deposits. This course also describes how Check 21 can affect funds availability, and positively affect check processing for clients and the bank.

Audience

Tellers who conduct transactions subject to Reg CC hold requirements.

Learning Objectives

After completing this course, you will be able to:

• Discuss availability schedules
• Describe how Check 21 affects customers

Extending Credit to Bank Insiders -- Regulation O

Banks are in business to take deposits and loan money to their customers. Banks have owners, usually in the form of shareholders and are managed by a Board of Directors. Day-to-day jobs within the bank are handled by the bank's executive officers. All of these people involved with the bank's operation are called bank insiders. It is important that when a bank lends money to one of its insiders that it is as careful as when it lends money to anyone in the community. Regulation O governs this activity.

Audience

All levels of employees.

Learning Objectives

After completing this course, students will be able to:

• Explain the background of Regulation O
• Describe the purpose of Regulation O
• Describe the general lending rule set forth in Regulation O
• Describe the types of credit covered
• Explain the restrictions a bank must meet when lending to an insider
• Identify who is considered to be an executive officer
• Describe restrictions on loans to executive officers
• Explain disclosure requirements

Extending Credit to Bank Insiders (Reg O) for Consumer Lenders Course

This course addresses the requirements for making loans to bank insiders.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to:

• Describe who is covered by Regulation O Discuss how Regulation O affects executive officers

Fair Credit Reporting Act (FCRA)

Fair Credit Reporting Act covers compliance requirements under the Fair Credit Reporting Act (FCRA). Students will learn about the purpose of the FCRA, and review the types of transactions and exemptions covered under it. The course also teaches students the requirements, responsibilities and rights outlined under the Act, including special guidelines for the sharing of consumer information between affiliates, as well as the actions students must take to help ensure compliance with the FCRA.

Audience

Personnel involved in using or reporting credit information.

Learning Objectives

After completing this course, students will be able to:

• Explain the purpose of the Fair Credit Reporting Act and what it covers
• Describe the requirements, responsibilities, and rights outlined under the Act
• Describe requirements of financial institutions as users of consumer reports and as providers of information
• Describe the consequences for noncompliance.

Fair Credit Reporting Act (FCRA) for Call Center Representatives

This course focuses on the FCRA responsibilities of Call Center Representatives. This course explains how the FCRA exists to ensure a fair and accurate credit reporting system for clients and the banking system, and to make certain consumer reporting agencies respect clients' right to privacy. The course identifies credit and noncredit-related transactions that are allowed under FCRA. It also explains requirements and restrictions for affiliates with regard to shared information.

Audience

Call Center Representatives who interact with clients over the phone on a daily basis.

Learning Objectives

By completion of this course, you will be able to:

• Describe transactions covered by FCRA
• Explain the requirements for affiliates

Fair Credit Reporting Act (FCRA) for Consumer Lenders

This course provides FCRA information specific to the consumer lending position including transactions covered by the Act, requirements of affiliates and consumer rights regarding adverse action.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to:

• Describe transactions covered by FCRA
• Explain the requirements of affiliates
• Describe consumer rights regarding adverse action.

Fair Credit Reporting Act (FCRA) for Personal Bankers

This course focuses on the FCRA responsibilities of Personal Bankers. This course explains how the FCRA exists to ensure a fair and accurate credit reporting system for clients and the banking system, and to make certain consumer reporting agencies respect clients' right to privacy. The course identifies credit and noncredit-related transactions that are allowed under FCRA. It explains requirements and restrictions for affiliates with regard to shared information. It also focuses on clients' rights when information from a consumer reporting agency or third party contributes to an adverse action.

Audience

Personal Bankers who interact with clients who apply for credit on a daily basis.

Learning Objectives

By completion of this course, you will be able to:

• Describe transactions covered by FCRA.
• Explain the requirements for affiliates.
• Describe consumer rights regarding adverse action

Fair Housing Act

Fair Housing Act introduces students to the history, purpose and coverage of the Fair Housing Act (FHA). Students will learn about the FHA prohibited bases of discrimination, the requirements of the Equal Housing Lender Lobby Poster, and the Fair Housing logo. Students will also learn about FHA terminology and recordkeeping requirements.

Audience

Frontline bank personnel such as tellers, new accounts and other entry-level bank positions.

Learning Objectives

After completing this course, students will be able to:

• Explain the background and purpose of the Fair Housing Act
• Describe the coverage of the Fair Housing Act
• Explain the requirements of the Fair Housing Act
• Describe the penalties for non-compliance with the Fair Housing Act.

Fair Lending

Fair Lending introduces students to the practices and principles of fair lending, and demonstrates how to avoid discriminatory and unfair lending practices when interacting with clients. Students will learn about the relationship between unfair treatment and illegal discrimination, as well as the essential points of the five federal fair-lending laws and the Joint Policy Statement on Discrimination in Lending. Throughout the course, students will have opportunities to practice standard client interaction scenarios that help ensure compliance with fair-lending laws.

Audience

Bank personnel who have customer contact, and deal with consumer and real estate credit transactions including sales, processing, underwriting and compliance personnel.

Learning Objectives

After completing this course, students will be able to:

• Describe the relationship between unfair treatment and illegal discrimination
• Explain the purpose of the five federal laws related to fair lending
• Identify the three types of illegal discrimination
• Identify the best practices to ensure compliance with fair-lending laws

Fair Lending for Consumer Lenders

This course explores the relationship between unfair treatment and illegal discrimination, and discusses how to avoid each.

Audience

Consumer lenders

Learning Objectives

By completion of this course, you will be able to:

• Describe the relationship between unfair treatment and illegal discrimination
• Explain the relationship between fair lending laws and three types of discrimination
• Identify the best practices to ensure compliance with fair-lending laws

Fair Lending for Personal Bankers

This course focuses on the Fair Lending responsibilities of Personal Bankers. It provides examples of conversations between bankers and clients to illustrate how subtle unfair treatment can become illegal discrimination. This course includes a table that lists anti-discrimination laws and the purposes of each when it comes to the three types of discrimination. It also identifies best practices Personal Bankers should use with clients during the inquiry, credit application, and credit decision stages of the credit process.

Audience

Personal Bankers who come in contact with various deposit, lending, and business clients.

Learning Objectives

By completion of this course, you will be able to:

• Describe the relationship between unfair treatment and illegal discrimination
• Explain the relationship between the fair lending laws and three types of discrimination
• Identify the best practices to ensure compliance with fair-lending laws

FDIC Deposit Insurance

Participants in this course will be given and overview of Federal Deposit Insurance Corporation (FDIC) insurance coverage of accounts. Individual and joint account ownership types and aggregation of accounts will be discussed as they relate to insurance coverage. Participants will be given examples of insurance coverage calculations using individual and joint ownership categories.

Audience

All employees with customer contact

Learning Objectives

After completing this course, students will be able to:

• Explain the background of the Federal Deposit Insurance Corporation
• Describe the purpose of the Federal Deposit Insurance Corporation
• List the types of deposits that are and are not insured by Federal Deposit Insurance Corporation deposit insurance coverage
• Identify the general rules for insurance coverage.
• Provide examples of the different types of rules used for individual and joint ownership accounts.
• List some basic rules for determining the amount of Federal Deposit Insurance Corporation insurance coverage
• Recognize examples of Federal Deposit Insurance Corporation insurance coverage for the same ownership category and for different owners in the same ownership category

Flood Disaster Protection Act

Flood Disaster Protection Act provides an overview of the requirements for processing transactions covered by this Act. Students will gain an understanding of the coverage requirements and exemptions, and the disclosures required in these transactions.

Audience

Frontline employees involved in the lending process, including mortgage, consumer and small business lenders, loan processors and loan servicing.

Learning Objectives

After completing this course, students will be able to:

• Explain the purpose of the National Flood Insurance Program
• Explain when a flood determination must be made
• Describe the types of loans subject to flood insurance
• Explain the bank's responsibilities for ensuring flood insurance is in place

Flood Disaster Protection Act for Consumer Lenders

This course discusses the responsibilities of the consumer lender with regards to the Flood Disaster Protection Act.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to:

• Explain how a flood determination is made
• Describe flood insurance requirements

Home Mortgage Disclosure Act (HMDA)

Home Mortgage Disclosure Act (HMDA) introduces students to the home mortgage data and disclosure information that must be provided to the public and federal government as a result of the implementation of the Home Mortgage Disclosure Act. Students will learn about the types of loans covered by HMDA, the information that is required for reporting on the Loan application Register, and the role of supervisory agencies and management in ensuring that the data is reported as outlined in HMDA. Throughout the course, students will learn about the significant changes that have been made to this Act that will, in most cases, become effective January, 2004.

Audience

Bank personnel with responsibilities for any part of the mortgage lending process.

Learning Objectives

After completing this course, students will be able to:

• Explain the purpose of the Home Mortgage Disclosure Act and what it covers
• Describe the financial institutions required to report HMDA data
• Provide an overview of the types of loans covered by HMDA
• Explain how the Loan Application Register data is used
• List regulatory agencies involved with HMDA reporting
• Respond to questions about HMDA
• Describe management responsibilities for reporting HMDA information

Home Mortgage Disclosure Act and Community Reinvestment Act for Consumer Lenders

This course covers the HMDA requirements most likely to affect consumer lenders as well as the Community Reinvestment Act (CRA) information that must be shared with the public.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to:

• Discuss loans covered under HMDA
• Describe sections of the LAR form
• Describe the information that must be made available to the public under the Community Reinvestment Act

Home Mortgage Disclosure Act (HMDA) for Personal Bankers

This course focuses on the HMDA responsibilities of Personal Bankers. It explains that HMDA is a data collection and disclosure law used to gather information on the home lending activity of financial institutions that meet certain guidelines. It describes each loan type covered under HMDA and how funds are used for each. This course also explains how to complete each section of the Loan Application Register (LAR) so that data from financial institutions can be reported in a specific format to the Federal Reserve Board.

Audience

Personal Bankers who interact with lending clients on a daily basis.

Learning Objectives

After completing this course, students will be able to:

• Discuss loans covered under HMDA
• Describe sections of the LAR form

Office of Foreign Assets Control (OFAC)

Office of Foreign Assets Control (OFAC) requirements deals with every account relationship and transaction that the bank offers to its customers. This course centers on the OFAC regulations designed to impose economic sanctions against certain designated countries, what transactions are involved, and how to handle suspicious transactions. OFAC terminology is also included.

Audience

Bank personnel who have deposit or lending responsibilities.

Learning Objectives

After completing this course, students will be able to:

• Define the purpose of OFAC
• Describe the purpose and use of the Specially Designated Nationals and Blocked Persons List
• Explain what to do when there is a match name
• Identify the reports that must be made

Privacy for Call Center Representatives

This course focuses on privacy responsibilities that Call Center Representatives face each day. It explains Regulation P that requires financial institutions to disclose the categories of nonpublic personal information that might be shared with third parties. This course helps Call Center Representatives to understand how and why consumer information is shared so they can educate customers and address their concerns. The course also covers how to keep customer nonpublic information out of the public eye in a bank work setting.

Audience

Call Center Representatives who interact with clients over the phone on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Explain the requirements of Regulation P
• List the benefits of information sharing for your clients
• Describe how to safeguard customer information in your workplace

Privacy for Consumer Lenders

This course describes privacy requirements contained in the Graham-Leach-Bliley Act as they affect consumer lenders.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to:

• List the benefits of information sharing for your clients
• Describe how to safeguard customer information in your workplace

Privacy for Customer Contact Personnel

Privacy for Customer Contact Personnel explores the everyday privacy issues that customer contact staff are faced with on a regular basis. It covers the existing Right to Financial Privacy Act as well as Regulation P, the newest consumer privacy guidelines resulting from the passage of the Gramm-Leach-Bliley Act. Students will learn the terminology used to discuss the privacy issue, including opt-out, consumer vs. customer and how to answer consumer questions about their privacy rights.

Audience

Any employee with customer contact in a financial institution.

Learning Objectives

After completing this course, students will be able to:

• Describe the purpose of privacy safeguards in the financial services industry
• Define the terminology used in discussing privacy issues with consumers
• Explain the benefits of information sharing
• Use techniques to safeguard client information from pretext calling scams
• Respond to customer questions and concerns regarding privacy issues.

Privacy for Customer Service Representatives

This course focuses on privacy responsibilities that Customer Service Representatives face each day.  It explains Regulation P that requires financial institutions to disclose the categories of nonpublic personal information that might be shared with third parties. This course helps Customer Service Representatives to understand how and why consumer information is shared so they can educate customers and address their concerns. The course also covers how to keep customer nonpublic information out of the public eye in a bank work setting.

Audience

Customer Service Representatives who service clients on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Explain the requirements of Regulation P
• List the benefits of information sharing for your clients
• Describe how to safeguard customer information in your workplace

Privacy for Personal Bankers

This course focuses on privacy responsibilities that Personal Bankers face each day. It explains Regulation P that requires financial institutions to disclose the categories of nonpublic personal information that might be shared with third parties. This course helps Personal Bankers to understand how and why consumer information is shared so they can educate customers and address their concerns. The course also covers how to keep customer nonpublic information out of the public eye in a bank work setting.

Audience

Personal Bankers who interact with deposit, lending and business clients on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Explain the requirements of Regulation P
• List the benefits of information sharing for your clients
• Describe how to safeguard customer information in your workplace

Privacy for Tellers

This course focuses on privacy responsibilities that Tellers face each day. It explains Regulation P that requires financial institutions to disclose the categories of nonpublic personal information that might be shared with third parties. This course helps Tellers to understand how and why consumer information is shared so they can educate customers and address their concerns. The course also covers how to keep customer nonpublic information out of the public eye in a bank work setting.

Audience

Tellers who conduct transactions for clients on a daily basis.

Learning Objectives

After completing this course, you will be able to:

• Explain the requirements of Regulation P
• List the benefits of information sharing for your clients
• Describe how to safeguard customer information in your workplace

Real Estate Settlement Procedures Act (RESPA)

Real Estate Settlement Procedures Act helps students identify activities, disclosures and specific job responsibilities that are required by the Real Estate Settlement Procedures Act (RESPA), one of the many consumer protection laws that govern financial institutions and mortgage lenders. After an overview of the history of the law, its purpose, and the extent of it coverage, the course identifies the eight RESPA disclosures required at different stages of the home buying process and provides examples of each form. After completing this course, students will be able to protect themselves, their financial services institution, and, most importantly, the consumers they assist in the home buying process.

Audience

Bank personnel involved in the lending process, including mortgage, consumer and small business lenders, loan processors and loan servicers.

Learning Objectives

After completing this course, students will be able to:

• Describe the purpose of RESPA
• Identify the eight disclosures required by RESPA
• Identify activities prohibited by RESPA
• Describe the escrow account procedures set forth by RESPA.

Real Estate Settlement Procedures Act (RESPA) for Consumer Lenders

This course discusses the responsibilities of the consumer lender with regards to the Real Estate Settlement Procedures Act (RESPA).

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to:

• Identify disclosures associated with the home buying process Identify activities prohibited by RESPA

Real Estate Settlement Procedures Act (RESPA) for Personal Bankers

This course focuses on the RESPA responsibilities for Personal Bankers. It describes its intent to protect home buyers from unnecessary high service charges resulting from abusive practices. It lists eight disclosures that RESPA requires lenders to provide during the home buying process and in what home buying situations disclosures apply. This course also includes a chart of activities prohibited by RESPA and their related scenarios and reasons for the violations.

Audience

Personal Bankers who interact with lending clients on a daily basis.

Learning Objectives

After completing this course, students will be able to:

• Identify the types of loans covered by RESPA
• Identify disclosures associated with the home buying process
• Identify activities prohibited by RESPA

Regulatory Compliance for Tellers

Tellers, very often, spend more time with a customer than any other employee in the bank. In addition to providing excellent customer service, tellers must also demonstrate a thorough understanding of the regulations specific to the responsibilities that are part of the day-to-day job functions. Regulatory Compliance for Bank Tellers offers valuable information on eight regulations that directly affect the responsibilities of tellers in most financial institutions. The regulations have been divided into three categories. Each category will take approximately one hour to complete. The lists below show the three categories and the regulations included in each category.

Privacy and Security

• Bank Secrecy Act (BSA)
• Office of Foreign Asset Control (OFAC)
• Privacy for Customer Contact Personnel

Deposit

• Expedited Funds Availability Act, Regulation CC
• Reserve Requirements of Depository Institutions, Regulation D
• Electronic Funds Transfer Act, Regulation E

Equal Treatment

• Americans with Disabilities Act (ADA)
• Community Reinvestment Act (CRA)

Audience

Tellers who must demonstrate a thorough understanding of the regulations specific to the responsibilities that are part of the day to day job functions.

Learning Objectives

After completing this course, students will be able to:

• Explain their responsibility in complying with the privacy and security regulations by using and filing appropriate BSA and OFAC reports, and describe the privacy issues that impact customers under Privacy for Customer Contact Personnel.
• Explain their responsibility in complying with the deposit regulations by describing hold policies under Regulation CC, and describing the effect of Regulation D on the function of various account types, and the process of customer notification to the bank under Regulation E.
• Explain their responsibility in complying with the equal treatment regulations by using best practices to avoid discriminating against customers in lending activities under ADA, and providing public information under CRA.

Regulatory Compliance for Call Center Representatives

Call Center Representatives assist customers by opening accounts, identifying and handling inquiries, and cross-selling bank products. Effective call center representatives must also demonstrate a thorough knowledge of the regulations that affect bank policies and procedures. Regulatory Compliance for Call Center Representatives offers valuable information on ten regulations that directly affect the responsibilities of Call Center Representatives in most financial institutions. The regulations have been divided into four categories. Each category will take approximately one hour to complete. The lists below show the four categories and the regulations included in each category.

Privacy and Security

• Bank Secrecy Act (BSA)
• Office of Foreign Asset Control (OFAC)
• USA PATRIOT Act
• Privacy for Customer Contact Personnel

Deposit

• Expedited Funds Availability Act, Regulation CC
• Truth in Savings Act, Regulation DD

General Account Inquiry

• Electronic Funds Transfer Act, Regulation E 
• Reserve Requirements of Depository Institutions, Regulation D

Equal Treatment

• Fair Credit Reporting Act (FCRA)
• Americans with Disabilities Act ( ADA)

Audience

Call Center Representatives who must effectively demonstrate a thorough knowledge of the regulations that affect bank policies and procedures.

Learning Objectives

After completing this course, students will be able to:

• Explain their responsibility in complying with the privacy and security regulations by using and filing appropriate BSA and OFAC reports, describing accounts that pose risks to the bank under the USA PATRIOT Act, and explain the privacy issues that impact customers under Privacy for Customer Contact Personnel.
• Explain their responsibility in complying with the deposit regulations by describing hold policies under Regulation CC, account disclosures and inquiries under Regulation DD.
• Explain their responsibility in complying with general account inquiry regulations by describing the effect of Regulation D on the function of various account types, and the process of customer notification to the bank under Regulation E.
• Explain their responsibility in complying with the equal treatment regulations by describing consumer notices and information sharing under FCRA, and using best practices to avoid discriminating against customers in lending activities under ADA.

Regulatory Compliance for Consumer Lenders

Regulatory Compliance for Consumer Lenders covers the key aspects of regulations important to the role of a consumer lender in most financial institutions. Sixteen regulations are discussed in this course devoted to those charged with the responsibility of working with consumer loans.

Audience

Consumer lenders who must demonstrate a thorough understanding of the laws and regulations that affect consumer lending products .

Learning Objectives

After completing this course, students will be able to:

• Address the role consumer lenders play in security (BSA, USA PATRIOT Act, OFAC) 

• Discuss deposit-related regulations (Reg E preauthorized transfers and Reg D reserve requirements) 

• Describe who is covered by Regulation O 

• Provide FCRA information specific to the consumer lending 

• Explore the relationship between unfair treatment and illegal discrimination (Fair Lending) 

• Describe flood insurance requirements (Flood Disaster Protection Act) 

• Describe HMDA and CRA reporting requirements 

• Describe privacy requirements 

• Identify RESPA disclosures and activities prohibited by RESPA 

• Discuss the purpose of the Servicemembers Civil Relief Act -Describe the types of loans and disclosures covered by Reg Z 

• Implement the Credit Practices Rule of Unfair or Deceptive Acts or Practices (Reg AA)

Regulatory Compliance for Customer Service Representatives

Customer Service Representatives are often the first 'face' the customer sees in the bank. Excellent customer service skills and a thorough knowledge of bank products and services are critical to the relationship created between the bank and the customer. Customer service representatives also need a thorough knowledge of the regulations that affect bank policies and procedures. Regulatory Compliance for Customer Service Representatives offers valuable information on ten regulations that directly affect the responsibilities of Call Center Representatives in most financial institutions. The regulations have been divided into four categories. Each category will take approximately one hour to complete. The lists below show the four categories and the regulations included in each category.

Privacy and Security

• Bank Secrecy Act (BSA)
• Office of Foreign Asset Control (OFAC)
• USA PATRIOT Act
• Privacy for Customer Contact Personnel

Deposit

• Expedited Funds Availability Act, Regulation CC
• Truth in Savings Act, Regulation DD

General Account Inquiry

• Reserve Requirements of Depository Institutions, Regulation D
• Electronic Funds Transfer Act, Regulation E

Equal Treatment

• Americans with Disabilities Act (ADA)
• Community Reinvestment Act (CRA)

Audience

Customer Service Representatives who need a thorough knowledge of the regulations that affect bank policies and procedures.

Learning Objectives

After completing this course, students will be able to:

• Explain their responsibility in complying with the privacy and security regulations by using and filing appropriate BSA and OFAC reports, describing accounts that pose risks to the bank under the USA PATRIOT Act, and explain the privacy issues that impact customers under Privacy for Customer Contact Personnel.
• Explain their responsibility in complying with the deposit regulations by describing hold policies under Regulation CC, account disclosures and inquiries under Regulation DD
• Explain their responsibility in complying with general account inquiry regulations by describing the effect of Regulation D on the function of various account types, and the process of customer notification to the bank under Regulation E.
• Explain their responsibility in complying with the equal treatment regulations by using best practices to avoid discriminating against customers in lending activities under ADA, and providing public information under CRA.

Regulatory Compliance for Personal Bankers

Personal Bankers are responsible for providing a wide range of banking services to meet customer needs and expectations. To help meet those needs, successful personal bankers must demonstrate effective interpersonal skills and a thorough knowledge of bank policies and procedures including regulatory compliance issues. Regulatory Compliance for Personal Bankers offers valuable information on sixteen regulations that directly affect the responsibilities of personal bankers in most financial institutions. The regulations have been divided into six categories. Each category will take approximately one hour to complete. The lists below show the six categories and the regulations included in each category.

Privacy and Security

• Bank Secrecy Act (BSA)
• Office of Foreign Asset Control (OFAC)
• USA PATRIOT Act
• Privacy for Customer Contact Personnel

Deposit

• Expedited Funds Availability Act, Regulation CC
• Truth in Savings Act, Regulation DD
• Electronic Funds Transfer Act, Regulation E

Ethics and Fair Lending

• Bank Bribery Act
• Fair Credit Reporting Act (FCRA)

Equal Treatment

• Fair Lending
• Equal Credit Opportunity Act (ECOA)
• Americans with Disabilities Act (ADA)
• Community Reinvestment Act (CRA)

Real Estate

• Home Mortgage Disclosure Act (HMDA)
• Real Estate Settlement Procedures Act (RESPA)

Truth in Lending

• Truth in Lending, Regulation Z

Audience

Personal Bankers who must successfully demonstrate knowledge of regulatory compliance issues.

Learning Objectives

After completing this course, students will be able to:

• Explain their responsibility in complying with the privacy and security regulations by using and filing appropriate BSA and OFAC reports, describing accounts that pose risks to the bank under the USA PATRIOT Act, and explain the privacy issues that impact customers under Privacy for Customer Contact Personnel.
• Explain their responsibility in complying with the deposit regulations by describing hold policies under Regulation CC, account disclosures and inquiries under Regulation DD, and customer notification to the bank under Regulation E.
• Explain their responsibility in complying with the ethics and fair lending regulations by describing employee code of conduct requirements under the Bank Bribery Act, and consumer notices and information sharing under FCRA.
• Explain their responsibility in complying with the equal treatment regulations by using best practices to avoid discriminating against customers in lending activities under Fair Lending and ECOA and persons with disabilities under ADA, and providing public information under CRA.
• Explain their responsibility in complying with the real estate regulations by discussing loans covered, and using the LAR under HMDA, and home buying disclosures and activities prohibited under RESPA.
• Explain their responsibility in complying with the truth in lending regulation by describing annual percentage rate, types of disclosures, right of rescission, and penalties for non-compliance under Regulation Z.

Reserve Requirements (Reg D) for Call Center Representatives, Customer Service Representatives, and Tellers

This course focuses on the Reg D responsibilities of Call Center Representatives, Customer Service Representatives, and Tellers. It lists the Money Market deposit accounts and savings accounts and their restrictions on the type and number of transactions allowed per month. This course also explains the Reg D requirement for financial institutions to follow when clients conduct excessive withdrawals or transfers of funds.

Audience

Call Center Representatives who interact with clients over the phone on a daily basis. Customer Service Representatives who service clients. Tellers who conduct transactions for clients on a daily basis.

Learning Objectives

By completion of this course, you will be able to:

• Describe the reserve deposit requirements
• Describe key Reg D transaction limitation rules

Office of Foreign Asset Control (OFAC) for Call Center Representatives, Customer Service Representatives, Personal Bankers, and Tellers

This course focuses on the OFAC responsibilities of Call Center Representatives, Customer Service Representatives, Personal Bankers, and Tellers. It explains that the Specially Designated Nations (SDN) and Blocked Persons list and those individuals subject to the jurisdiction of the U.S. are prohibited from doing business with the bank. This course also focuses on following bank policies and procedures to handle match names, and the rules related to blocked funds.

Audience

Call Center Representatives who interact with clients over the phone on a daily basis. Customer Service Representatives who service clients. Personal Bankers who interact with deposit, business and lending clients. Tellers who conduct transactions for clients on a daily basis.

Learning Objectives

By completion of this course, you will be able to:

• Describe the purpose of the Specially Designated Nations (SDN) and Blocked Persons list
• Describe how to handle a match name and blocked funds

Servicemembers Civil Relief Act

Servicemembers Civil Relief Act introduces students to the Soldiers' and Sailors' Civil Relief Act. Students will learn how the Soldiers' and Sailors' Civil Relief Act works to suspend or postpone certain civil obligations so that military personnel can devote their full attention to their military duties. Students will learn what the regulations are, when they are in effect, and who qualifies for the provisions contained in the Act.

Audience

Bank personnel with lending responsibilities.

Learning Objectives

After completing this course, students will be able to:

• Explain the purpose of the Servicemembers Civil Relief Act
• Describe when the provisions of the Act are in effect
• Identify who is eligible for the provisions in the Act
• Discuss the primary protections due to military personnel under Servicemembers Civil Relief Act

Service Members Civil Relief Act for Consumer Lenders

In this course consumer lenders will be given the overall purpose of the Servicemembers Civil Relief Act, originally called the Soldiers' and Sailors' Civil Relief Act, which was enacted by Congress in 1918 to protect military service members from civil action while they were on active duty.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to:

• Describe the purpose of the Servicemembers Civil Relief Act
• Identify who is covered by the Act

Truth in Lending Act - Regulation Z

Truth in Lending Act - Regulation Z shows students how to comply with Regulation Z. Students will learn about the conditions that led to the enactment of Regulation Z, and how to properly disclose the terms of various loan types, advertise loan rates, disclose the cost of credit, and calculate and disclose a loan's rescission period. The course teaches students how to adhere to the technical requirements of Regulation Z, including how to present required documentation and explain terms in a way that clients will understand. The course also covers how Regulation Z is enforced, and the penalties for non-compliance with Regulation Z.

Audience

Bank personnel involved in the lending process, including mortgage, consumer and small business lenders, loan processors and loan servicers.

Learning Objectives

After completing this course, students will be able to:

• Discuss the purpose and history of Regulation Z
• Quote an Annual Percentage Rate (APR)
• Calculate and describe a Rescission Period
• Apply Regulation Z to specific banking job roles

Truth in Lending (Reg Z) for Consumer Lenders

This course on Truth in Lending (Reg Z) covers topics specific to consumer lenders. At the conclusion of the course students will be able to describe the types of loans covered by Reg Z; answer client questions about annual percentage rate (APR); describe different types of disclosure requirements' and explain the right of rescission.

Audience

Consumer lenders

Learning Objectives

• Describe the types of loans covered by Reg Z
• Answer client questions about annual percentage rate
• Describe different types of disclosure requirements
• Explain the right of rescission

Truth in Lending (Reg Z) for Personal Bankers

This course focuses on the Reg Z responsibilities for Personal Bankers. It explains the importance of quoting the rate to clients as the annual percentage rate as a means to provide rates and fees in uniform terms, allowing consumers to compare them when shopping for their loans. It describes each disclosure required by Reg Z and in what stage they must be used in a loan transaction. This course also explains the right of rescission and those transactions that are exempt from it.

Audience

Personal Bankers who interact with lending clients on a daily basis.

Learning Objectives

After completing this course, students will be able to:

• Answer client questions about annual percentage rate
• Describe different types of disclosure requirements
• Explain the right of rescission
• Describe acceptable tolerances

Truth in Savings Act - Regulation DD

Truth in Savings Act - Regulation DD provides consistency in the way rates and disclosures are provided to clients. Participants in this course will learn how rate information must be shared with clients, including verbal rate quotes and marketing efforts. Participants will also learn what disclosures are required and when those disclosures must be given to clients opening deposit account products.

Audience

Bank personnel who are responsible for opening new accounts and quoting rates to clients

Learning Objectives

After completing this course, students will be able to:

• Identify clients and accounts subject to disclosure requirements
• Share rates as required by the Truth in Savings Act
• Provide the appropriate disclosure information within the timeframes outlined in the Truth in Savings Act
• Explain disclosure terminology

Truth in Savings Act (Reg DD) for Call Center Representatives

This course focuses on the Reg DD responsibilities of Call Center Representatives. It provides information concerning the Truth and Savings Act to help depositors better understand and compare account terms and conditions. The course lists and explains deposit accounts available to or held by clients that are covered by Reg DD. This course also helps Call Center Representatives identify specific phone inquiries about accounts that triggers the requirement to provide Truth in Savings disclosures.

Audience

Call Center Representatives who are responsible for opening new accounts and quoting rates over the phone.

Learning Objectives

After completing this course, you will be able to:

• Describe the types of accounts covered by the Truth in Savings Act
• Explain how the Truth in Savings Act impacts your job

Truth in Savings Act (Reg DD) for Customer Service Representatives

This course focuses on the Reg DD responsibilities for Customer Service Representatives. It provides information concerning the Truth and Savings Act to help depositors better understand and compare account terms and conditions. It lists and explains deposit accounts available to or held by clients that are covered by Reg DD. This course also helps Customer Service Representatives identify specific in-bank and phone inquiries about accounts that triggers the requirement to provide Truth in Savings disclosures.

Audience

Customer Service Representatives who are responsible for servicing clients on a daily basis where Reg DD disclosure issues may come up.

Learning Objectives

After completing this course, you will be able to:

• Describe the types of accounts covered by the Truth in Savings Act
• Explain how the Truth in Savings Act impacts your job

Truth in Savings Act (Reg DD) for Personal Bankers

This course focuses on the Reg DD responsibilities of Personal Bankers. It provides information concerning the Truth and Savings Act to help depositors better understand and compare account terms and conditions. It lists and explains deposit accounts available to or held by clients that are covered by Reg DD. This course also helps Personal Bankers identify specific in-bank and phone inquiries about accounts that triggers the requirement to provide Truth in Savings disclosures.

Audience

Personal Bankers who interact with clients on a daily basis where Reg DD disclosure issues may come up.

Learning Objectives

After completing this course, you will be able to:

• Describe the types of accounts covered by the Truth in Savings Act
• Explain how the Truth in Savings Act impacts your job

Unfair or Deceptive Acts or Practices (Reg AA) for Consumer Lenders

This course on Unfair or Deceptive Acts or Practices (Reg AA) provides important information bankers can use to protect the bank and its clients from unfair or deceptive actions when setting up credit accounts.

Audience

Consumer lenders

Learning Objectives

At the completion of this course students will be able to: 

• Implement the Credit Practices Rule when working with your clients
• Describe the responsibilities of a cosigner

USA PATRIOT Act

USA PATRIOT Act has applications in almost all areas of the financial world. In this course students will learn the key aspects of the Act and what is needed to implement its provisions. Student will also learn how this Act affects the sharing of certain types of information between financial institutions and law enforcement officials to identify transactions that may involve terrorist activity or money laundering.

Audience

Bank personnel with deposit function responsibilities.

Learning Objectives

After completing this course, students will be able to:

• Describe the purpose of the USA PATRIOT Act
• Describe the types of accounts that pose the greatest risk to the bank for potential use by terrorists or those who fund terrorist activities
• Explain the required procedures for at risk accounts
• Describe the records that the bank must maintain regarding foreign correspondent and private banking accounts
• Explain how to respond to requests for information from FinCEN
• Describe the process for sharing information with other financial institutions

USA PATRIOT Act for Call Center Representatives, Customer Service Representatives, Personal Bankers, and Tellers

This course focuses on the USA PATRIOT Act responsibilities of Call Center Representatives, Customer Service Representatives, Personal Bankers, and Tellers. It identifies types of accounts with increased risk of terrorist activity, and explains additional documentation and due diligence required for handling any permitted accounts that pose increased risk to banks. This course specifies the importance of not ignoring any action or transaction that may be suspicious. It refers to the BSA course for further details on suspicious activity reporting.

Audience

Call Center Representatives who interact with clients over the phone on a daily basis. Customer Service Representatives who service clients. Personal Bankers who interact with deposit, business and lending clients. Tellers who conduct transactions for clients on a daily basis.

Learning Objectives

By completion of this course, you will be able to:

• Describe the types of accounts that pose the greatest risk to the bank for potential use for terrorist activity
• Describe what you should know about suspicious activity reporting

RETAIL BANKING FUNDAMENTALS

Consumer Credit Products

Consumer Credit Products provides students with the knowledge and skills necessary to discuss and sell consumer loan products to clients. After defining credit terminology and product features and benefits, the course reviews the two primary consumer loan categories - secured and unsecured - and the various loan products associated with each category. The course also covers the importance of bank regulations for consumer credit products in the lending process. Students learn how to use their product knowledge by matching consumer credit products and services to their client's needs.

Audience

Any branch personnel who will be discussing or selling consumer credit products.

Learning Objectives

After completing this course, students will be able to:

• Define basic consumer credit terminology to clients
• Explain the two loan categories -- non-real estate-related and real estate-related -- along with the products associated with the categories
• For real estate-related products, determine the maximum loan amount available based on collateral value
• Describe bank regulations that affect consumer credit products
• Identify features and related benefits of consumer credit products
• Calculate the loan-to-value ratios for a real estate credit product
• Match consumer credit products to customer needs
• Identify appropriate value-added services that would benefit your clients

Fundamentals of Consumer Lending

Fundamentals of Consumer Lending covers the basics of consumer credit including terminology, categories of credit, credit worthiness. Students will learn the application process and the actions required to ensure bank compliance with regulations. By the end of the course, students should have a higher comfort level with consumer credit and feel an increase in credibility when interacting with clients who apply for consumer credit.

Audience

Any bank personnel with little or no experience in consumer lending.

Learning Objectives

After completing this course, students will be able to:

• Describe consumer credit basics including examples of consumer credit, the consumer credit operations of a bank, and the credit application process
• Define basic categories of consumer credit and terminology
• Explain how banks make money from loans including which rate types banks use, which factors determine loan pricing, and which loan cost categories affect loan profitability
• Describe the credit evaluation and decision-making systems, namely the Five C's of Credit and credit scoring
• Summarize the impact of bank regulations upon the credit application process

Fundamentals of Mortgage Lending

Fundamentals of Mortgage Lending provides students with the knowledge and skills necessary to discuss or sell real estate credit products with clients. The course covers the importance of mortgage lending to financial institutions and the affect of the secondary market on the lending process. It also gives an overview of real estate basics; why a client might want a real estate loan, mortgage terminology, the calculation of loan to value ratios. The loan process is discussed from the client perspective and the functions of the various financial services personnel involved. Regulations that affect the mortgage lending process are introduced at relevant points in the course.

Audience

Bank personnel involved in the mortgage lending process, with less than one year of mortgage lending experience.

Learning Objectives

After completing this course, students will be able to:

• Explain why mortgage lending is beneficial to financial institutions
• Describe how the secondary markets affect mortgage lending and its relationship with government-sponsored enterprises
• Explain the reasons why a person applies for a real estate loan
• Describe the basic terminology associated with adjustable rate mortgages
• Explain the different sections of a real estate rate sheet and what the terms mean to the client
• Calculate the loan-to-value ratios for a real estate credit product
• Describe why mortgage insurance and the reserve account is important to financial institutions
• Describe the real estate loan process and what job functions and regulations are involved in the process.

Introduction to Financial Planning Products

Introduction to Financial Planning Products is designed to teach students about financial planning products and how they can fit into a specific client's financial planning strategy. After a thorough overview of financial planning products, students will learn three key elements in assessing the their advantages and disadvantages: liquidity, risk, and return. Students will also learn to identify licensing requirements relevant to selling certain financial planning products.

Audience

Bank personnel such as personal bankers, retail bankers and call center employees, who need to know about financial planning products offered by banks.

Learning Objectives

After completing this course, students will be able to:

• Identify the benefits for clients of financial planning
• Explain why banks offer financial planning products
• Identify the financial planning product groups
• Describe the major products comprising each group
• Assess products in terms of liquidity, risk, and return
• Compare products and product groups in terms of liquidity, risk, and return
• Identify the licensing requirements relevant to selling certain financial planning products

Personal Tax Return Analysis

Personal Tax Return Analysis is designed to teach students the basics of analyzing personal tax returns. The course begins with a discussion about analyzing personal tax returns to determine a projected income. Students will learn about income trends, recurring versus non-recurring income, and how tax returns can be used as a sales tool. By the end of the course students should be confident in analyzing personal tax returns.

Audience

Bank personnel who are in a position to use personal tax returns from clients for lending analysis.

Learning Objectives

After completing this course, students will be able to:

• Describe what constitutes a complete tax return and how to identify signs of fraud
• Identify income trends and non-recurring situations used in analysis
• Describe the areas on tax returns that can be used to identify cross-sell opportunities
• Analyze wage and tip income including the non-cash and pre-tax benefits associated with the source of income
• Analyze taxable and non-taxable interest and dividend income
• Describe and calculate the source of income information on Schedule C
• Explain and calculate capital gains and losses
• Differentiate the areas on Schedule E and calculate rental income
• Calculate limited partnership income

Referring Insurance and Annuities Customers

Referring Insurance and Annuities Customers introduces students to the features and benefits of various insurance and annuity products. The course begins with a discussion of a bank's role in selling insurance and annuities, including the student's responsibilities as an unlicensed employee. Students will then learn about different forms of life insurance and why people need them, as well as other insurance products including disability insurance, healthcare insurance, property and casualty insurance, and liability insurance. Finally, students will learn about annuities and making referrals to a licensed representative.

Throughout the course, students will be prompted to find out more about the specific products offered by their employers, while learning to recognize client characteristics that indicate a need for each product.

Audience

Bank personnel who have the opportunity to refer customers to designated, licensed insurance sellers in a bank.

Learning Objectives

After completing this course, students will be able to:

• Describe how insurance and annuities products and services address a customer's financial needs
• Describe the common types and features of insurance and annuity products offered through banks
• Identify the customer characteristics that indicate a need for an insurance or annuity product
• Use the H.E.L.P tool to make effective referrals to bank-designated, licensed staff

Referring Mutual Funds and Securities Customers

Referring Mutual Funds and Securities Customers teaches students a professional and effective process for referring clients to a licensed securities specialist. After an overview of securities products commonly offered by banks, students will learn how to use a variety of clues to identify a clients' recognized and unrecognized financial needs, and how to gather information that a licensed investment specialist will find helpful as they work with a referred client. Students will also learn how to use the H.E.L.P. tool to make effective and professional referrals.

Audience

Bank personnel who manage client relationships and/or who are in a position to identify referral opportunities to licensed specialists.

Note: The assumption is made that students in this course are not licensed to sell securities.

Learning Objectives

After completing this course, students will be able to:

• Explain the history of securities products in banking
• Identify key regulations and guidelines banks must follow when selling security products
• Identify benefits and risks associated with security products
• Describe the basic features of common securities products
• Recognize clues and gather information to support your referral
• Use the H.E.L.P. tool to make effective, professional referrals
• Address common client concerns about following through on amour referral
• Identify the strategic elements for growing the securities business in banking

Referring Trust Customers

Referring Trust Customers teaches students how to identify and refer potential trust clients. The course explores the basic elements of a trust and the five primary reasons why clients want or need a trust. Students will learn trust terminology, common trust products and how they apply to a typical client, and the skills and techniques that support a client-benefit-focused referral approach.

Audience

Bank personnel who manage client relationships and/or who are in a position to identify referral opportunities to trust specialists.

Learning Objectives

After completing this course, students will be able to:

• Describe the five basic elements of a trust
• Identify the five key reasons clients need or want a trust
• Refer clients to the trust department using the H.E.L.P. tool
• Identify trust accounts that map to clients' needs

Revitalizing Customer Service

Revitalizing Customer Service presents the ten basic customer service skills that clients expect from any business interaction. Students will learn three communication methods for sharing information with clients, as well as the keys to effective listening that can have a positive influence on a client.

The course also covers basic guidelines for understanding and helping angry clients. After taking this course, students will recognize how customer service impacts all phases of their job responsibilities.

Audience

All levels of employees.

Learning Objectives

After completing this course, students will be able to:

• Describe the value of basic customer service skills
• Explain the impact of stress on customer service delivery
• Explain the role of communication in the delivery of customer service
• Describe how listening enhances customer service delivery
• Explain how customer service skills help with angry clients

Understanding Bank Products

Understanding Bank Products is designed to give students an overview of the products and services offered by banks to meet the needs of consumers and small businesses. Gaining knowledge in the range of products offered by a bank will enable students to recognize when a client has a need and then suggest the appropriate product to meet that need. The bank product information contained in this course is presented in broad strokes and describes the products from the perspective of clients and their needs. Students also have the opportunity to learn beyond the scope of the course with activities they perform on their own.

Audience

The course is designed for branch client-contact personnel with at least six months experience. Those who would benefit most include tellers, new accounts representatives, personal bankers, platform assistants, and branch manager trainees.

Learning Objectives

After completing this course, students will be able to:

• Describe financial products in terms of features and benefits to the client
• Identify prospective clients for different categories of bank products and the clues that signal client needs
• Describe business banking products features and benefits
• Describe financial products and services in a way that demonstrates a client focus

Understanding Financial Planning

Understanding Financial Planning introduces students to the importance of financial planning. Students will gain general knowledge of various financial products, and learn to assess a client's financial needs by evaluating their current financial situation using net worth, rate of savings, and cash flow. Students will also examine how personal factors such as risk tolerance, goals, and time frame, affect a client's investment decisions.

Audience

Bank personnel who want to understand the basics of financial planning and what financial planners do.

Learning Objectives

After completing this course, students will be able to:

• Explain the importance of financial planning
• Describe different financial products
• Determine a client's current financial situation
• Identify a client's financial goals
• Determine a client's financial time frames
• Assess a client's risk tolerance

RETAIL BANKING SALES SKILLS

Building and Retaining Customer Relationships

Building and Retaining Customer Relationships teaches participants the knowledge and skills necessary to start, organize, maintain, and execute a sales portfolio. The course prepares and prompts students to implement a sales portfolio comprised of client records at their work as a final step. Throughout the course, students will have opportunities to practice what they are learning through a series of exercises and projects.

Audience

This course is most appropriate for banking professionals who currently sell bank products to customers. Students attending this class should have a working knowledge of their institution's products and services, basic sales techniques, daily planner scheduling and tele-consulting skills.

Learning Objectives

After completing this course, students will be able to:

• Describe the benefits of building and retaining client relationships through a well-managed portfolio
• Identify the steps of the portfolio process
• Assess sales potential of clients
• Set criteria that support sales and client retention
• Group clients in a portfolio
• Organize portfolio to support and track activity
• Plan for starting a portfolio at work
• Prepare for initial contact with clients

Cross-Selling Deposit Products

Cross-Selling Deposit Products teaches students how to sell deposit products effectively. Students will learn how to conduct sales interactions with clients, and how to prepare for effective cross-selling to maximize sales of deposit products and ensure client satisfaction. Course exercises provide opportunities for students to practice cross-selling concepts through realistic client scenarios.

Audience

Any bank personnel in a position to discuss deposit products and services with customers.

Learning Objectives

After completing this course, students will be able to:

• Explain the importance of cross-selling
• Describe typical bank products and their features and benefits
• Interpret clues and identify client needs
• Cross-sell deposit product solutions that match client needs
• Respond to questions and objections from clients
• Close the sale or refer the client

Effective Referrals

Effective Referrals provides branch or operations personnel with the skills to provide confident and effective referrals. By the end of the course, students will be able to identify sales and service opportunities and use benefits statements to make the referral.

Audience

Bank/operations personnel who service client transactions and are in a position to identify referral opportunities.

Learning Objectives

After completing this course, students will be able to:

• Describe what customers expect from their bank
• Identify the four steps in the Effective Referral Model
• Identify sales and service referral opportunities
• Match referral opportunities with the appropriate financial need type
• Make an effective referral using the appropriate referral technique
• Follow up with a customer when necessary

Event Based Selling

Event Based Selling will focus on using group events as a marketing tool to promote sales. Students will learn how to target their market, plan group events, and use networking techniques to increase the number of business contacts made at group events.

Audience

Those bankers whose responsibilities include attending, participating in, or hosting community-based group events. Students should have a working knowledge of their institution's products and services.

Learning Objectives

After completing this course, students will be able to:

• Identify group event opportunities within their market
• Identify common characteristics within groups
• Identify common financial needs within groups
• Identify networking strategies to increase the number of contacts made at group events
• Maximize sales opportunities gained through group events
• Create an action plan and timeline for hosting a group event

Introduction to Relationship Selling

Introduction to Relationship Selling introduces students to the relationship selling process, and the skills and techniques that support a client needs-focused sales approach. Students will learn how to prepare for the sale and conduct an effective sales interaction with clients, and an overview of each step in the relationship selling process to guide sales interactions with clients.

Audience

Personnel involved in sales activities in a retail-banking environment.

Learning Objectives

After completing this course, students will be able to:

• Identify what clients expect from their bank
• Describe sales skills and techniques to successfully move through the sales process
• Examine the steps used to respond to client objections
• Identify techniques to effectively sell against the competition
• Determine actions to follow-up with a client and ask for a referral

Profiling Mortgage Prospects

Profiling Mortgage Prospects provides students with the product knowledge they need to profile and refer mortgage loan clients to a product that matches their needs. Many of the real estate products available in the current market will be covered, including Federal Housing Administration (FHA), Veterans Administration (VA), and conventional mortgage loan. This course will also discuss the elements of a successful referral of a prospect to a mortgage specialist.

Audience

Bank employees who will be or are referring or prescreening prospective mortgage loan clients.

Learning Objectives

After completing this course, students will be able to:

• Describe features and benefits of conventional fixed rate, adjustable rate, FHA, and VA loans
• Identify client profiles that generally benefit from each product type
• Use key questions to help clients determine beneficial mortgage financing options
• Effectively refer mortgage loan application clients to the appropriate person
• Identify mortgage-lending regulations that apply during the prescreening and referral process

Sales Coaching in the Bank

Sales Coaching in the Bank will help students identify sales coaching opportunities and basic techniques used to incorporate knowledge and skill building into a team's workday routine. Students will learn skills needed to support a team and develop a strategy to support knowledge and skill building for each job function. Students will also examine the common types of goals used in the banking industry and address specific factors to consider when setting goals for a specific team and individual team members. Finally, students will explore how to support team members in reaching their sales goals.

Audience

Personnel responsible for leading a bank's sales team or sales campaign.

Learning Objectives

After completing this course, students will be able to:

• Identify their role as a sales coach
• Provide techniques and opportunities that will support their sales team
• Coach team members based on their individual job functions
• Set and support team goals

Successful Sales Campaigns

In Successful Sales Campaigns, students will learn to effectively run a sales campaign using step-by-step techniques for involving each staff member in various aspects of the sales campaign. Students will learn how to set campaign objectives and use demographic information to help identify clients who are in need of the product that is being promoted. The course also provides students with methods to handle working on simultaneous campaigns, and for shopping competitive banks and incorporating this into campaign methods.

Audience

Retail bank personnel who lead or participate in sales campaigns.

Learning Objectives

After completing this course, students will be able to:

• Use demographic information to match bank products to the client base
• Develop a sales campaign that captures the attention of the bank's clients
• Identify the regulatory limits of bank product advertising
• Prepare bank personnel for the sales campaign
• Create and maintain enthusiasm for the sales campaign
• Use creative methods to track the progress of the campaign
• Evaluate the results of the promotion after it has ended

Teleconsulting

Teleconsulting is designed for bankers who are familiar with the basic sales cycle and want to use the telephone as a strategic tool to enhance their service and sales performance. It helps students understand the unique challenges of telephone sales and learn specific techniques to overcome the common obstacles to success and maximize the advantages when using this sales approach.

Audience

This course is most appropriate for banking professionals who need to make outbound telephone service and sales contact with an assigned customer portfolio.

Learning Objectives

After completing this course, students will be able to:

• List the business reasons for using teleconsulting
• Describe the common challenges of teleconsulting
• Identify service and sales potential for existing customers
• Plan and organize teleconsulting contacts
• Establish rapport and gain customer interest
• Describe the legal parameters for teleconsulting practices
• Conduct an effective teleconsulting interview
• Make an effective teleconsulting product presentation
• Use scripts to handle common teleconsulting objections
• Close a teleconsulting contact effectively
• Describe important teleconsulting follow-up tasks
• Set realistic teleconsulting performance goals

SMALL BUSINESS BANKING FUNDAMENTALS

Credit Products for Small Businesses

Credit Products for Small Businesses teaches students how to recognize the factors that drive the need for small business credit products, the primary credit products used by small businesses, and how to match credit products to client needs. Students will learn techniques for communicating the credit decision effectively, and the Federal laws relating to small business credit products.

Audience

Bank personnel responsible for selling credit products to the small business customer and/or responsible for identifying sales opportunities and referring small business lending prospects to the appropriate bank contacts.

Learning Objectives

After completing this course, students will be able to:

• Describe small business market characteristics
• Explain how business cycles drive the need for credit
• Identify borrowing causes, loan purposes, and repayment sources
• Describe features and benefits of small business credit products
• Match small business credit products to client needs
• Communicate approvals, counter-offers, and declines effectively
• Describe the purpose of federal laws relating to business credit products, and actions to take to help ensure compliance

Deposit Products and Services for Small Businesses

Deposit Products and Services for Small Businesses will provide students with an understanding of general banking needs. The course will discuss common deposit and non-credit products by focusing on the benefits to the small business customer. Special emphasis will be placed on connecting the needs of different bank products with the life cycle of the business.

Audience

Bank personnel who are new to the small business market and who are responsible for providing services to small business customers.

Learning Objectives

After completing this course, students will be able to: