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Small Business Banking Sales Skills

Calling on Small Business Customers
Length: 4 hours
Member price: $95

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Course Description
Calling on Small Business Customers teaches students how to plan effective calls with small business clients. It begins with an exploration of small business fundamentals including business legal structures/characteristics, types, needs/expectations, and operating/life cycles. Students then learn the Call Planning Model steps, and practice applying them with fictitious clients.

After completing this course, students will able to plan calls with a high degree of skill and confidence.

Audience
Bank personnel responsible for face-to-face small business customer calls.

Learning Objectives
After completing this course, students will be able to:

  • Describe small business fundamentals including business legal structures/characteristics, types, needs/expectations, and operating/life cycles

  • Explain the importance for planning calls and setting call priority

  • Identify call situations and associate them with the four call types: Introductory, Profiling, Presentation, and Follow-up

  • Summarize and apply the Call Planning Model steps including:

    • Identify internal and external resources for planning calls

    • Formulate first and second goals for calls

    • Strategize actions for calls including: opening a call, asking questions, responding to objections, and closing a call.

Relationship Selling to Small Business Customers
Length: 2 hours
Member Price: $95

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Course Description
Relationship Selling to Small Business Customers covers how to apply foundational sales skills when selling banking products to small business owners. Using your skills effectively will help the customer see that, in the long run, he or she will save money, increase revenues, and run a business more smoothly. You are making a commitment to your customer to find the best way to solve his or her problem.

Audience
Bank personnel who are new to the small business market and who are responsible for selling bank products and services to small business customers. It is suggested that participants attend the Fundamentals of Small Business Banking before taking this course.

Learning Objectives
After completing this course, students will be able to:

  • Identify the six steps in the relationship selling process
  • Use rapport-building techniques to establish a professional relationship with the small business customer
  • Interview small business customers by using open-ended and closed-ended questions to identify needs
  • Identify where a customer is in the business life cycle and the business operating cycle

 

Servicing and Growing Small Business Relationships

Length: 4 hours
Member price: $95

 

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Course Description

In Servicing and Growing Small Business Relationships, students will learn techniques to nurture a business relationship with a small business once it has been established. This course begins with an overview of small business fundamentals, including the different legal structures of small businesses, types of small businesses, and the needs and expectations of small businesses. From there, students will learn different types of information to monitor a relationship with a small business: financial information, client records, and other resources. Finally, students will learn why site visits are important and how to uncover different kinds of information on a site visit.

 

Audience

Bank personnel responsible for managing and growing a portfolio of small business customers.

 

Learning Objectives

After completing this course, students will be able to:

  • Describe small business fundamentals

  • Explain the benefits of following up after a sale

  • Act on opportunities to service and grow small business client relationships

  • Monitor client relationships by analyzing financials, client records, and resources

  • Explain the benefits of conducting site visits

  • Probe to uncover facts on the people and business components during a site visit

Small Business Banking Fundamentals

 

Credit Products for Small Businesses
Length: 6 hours
Member price: $95     

 

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Course Description

This course will give students the tools needed to recognize factors that drive the need for small business credit, use profiling questions to better understand individual customer needs, and match bank credit products to customer needs. The features and benefits of small business credit products will be reviewed. Techniques will be discussed to aid in communicating credit decisions, including approval, counter-offer, and decline. Bank regulations related to small business lending will be reviewed.

 

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 characteristics of the small business market that make it desirable for lenders.

  • Describe how business cycles drive the need for credit.

  • Ask questions to determine a business's life cycle and asset conversion cycle.

  • Identify typical borrowing causes and loan purposes.

  • Identify features and benefits of small business credit products.

  • Match business credit products to customer needs.

  • Use techniques for communicating credit decisions, including approvals, counter-offers, and declines.

  • Describe bank regulations related to small business lending, and the actions taken to ensure compliance.

Deposit Products for Small Businesses
Length: 2 hours
Member Price: $95

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Course Description
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:

  • Define the small business market and identify the banking needs of small business customers
  • Explain the importance of small business customers to banks
  • Describe the features and benefits of business products and services
  • Compare and contrast features and benefits for the products and services available to small businesses
  • Identify the life stages of a small business and the products and services that target their needs

 

Fundamentals of Small Business Banking 
Length: 6 hours 
Member price: $95      

 

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Course Description

This course will provide students with the background required to interact successfully with small business customers. Core business terminology such as business legal structures, business types (industry sectors), operating cycles, and business life cycles will be defined and explored. Business cycles and how they drive the need for bank products and services will be examined.

 

Audience

Bank personnel who have had limited exposure to the small business market but are responsible for servicing or selling to small business customers.

 

Learning Objectives

After completing this course, students will be able to:

  • Identify common characteristics of the small business market, including business statistics and owner demographics.

  • Describe the different types of business legal structures.

  • Describe the most common small business types (industry sectors), and identify the operating cycle for each type.

  • Identify the four general banking needs, and list small business banking products that fall within the four need areas.

  • Explain how operating cycles (day-to-day operations) drive the need for bank products and services within each of the small business types.

  • Identify the life stages of a small business and describe how they shape a business' priorities and need for different banking products and services.

 

Introduction to Analyzing Financial Statements 
Length: 6 hours
Member price: $95

 

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Course Description

This course introduces financial statement analysis as a means of determining the viability of a small business loan request or monitoring the financial solvency of the business. The course covers analyzing the income statement and balance sheet, determining key financial ratios and trends, and performing basic cash flow analysis. Students learn how this information interrelates and is used in making the credit decision.

 

Audience

Bank personnel responsible for reviewing financial statements for the purpose of assisting in making lending decisions, monitoring the ongoing health of the business, or conducting the initial financial analysis.

 

Learning Objectives

After completing this course, students will be able to: 

  • Define financial statement analysis and explain its importance in the small business lending process. 

  • List the basic steps of financial statement analysis and the purpose of each.

  • Analyze an income statement and balance sheet. 

  • Calculate and interpret key ratios.

  • Perform a simple cash flow analysis.

 

Overview of Financial Statements
Length: 4 hours
Member price: $95     

 

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Course Description

This course provides an overview of small business financial statements, including IRS tax returns. The course introduces the income statement and balance sheet, as well as the cash flow cycle and statement, and explains how they are used in making lending decisions and monitoring the health of a small business.

 

Audience

Bank personnel who are involved in any aspect of the small business lending process but who have little experience with financial statements.

 

Learning Objectives

After completing this course, students will be able to: 

  • Describe types of financial statements and explain their purpose in the small business lending process.

  • Explain categories of information contained in a balance sheet and income statement, and the relationships among them.

  • Identify key business tax return forms used by small businesses, and explain how information on the forms may be compared to other financial statements.

  • Describe the significance of business cash flow cycles and the purpose of a cash flow statement.

 

Retirement Products for Small Businesses
 Length: 4 hours
Member price: $95

 

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Course Description

Retirement Products for Small Businesses teaches students how to refer small business clients to retirement product specialists successfully, by learning about retirement products, small business needs and the referral process. The course begins with an overview of the small business market and the opportunities that exist to sell retirement products to small business owners. Students will learn referral process steps, how to match client needs, and how to refer them to a retirement specialist using the H.E.L.P. tool.

 

Audience

Bank personnel responsible for managing small business relationships with responsibilities for referring and/or selling retirement services and products.

 

Learning Objectives

After completing this course, students will be able to:

  • Define the benefits associated with retirement planning for the small business owner

  • Identify various retirement products appropriate for small business owners

  • Compare characteristics of various retirement products

  • Match characteristics of retirement products to small business owners' needs

  • Refer small business clients to retirement specialists using the H.E.L.P tool

Basic Banking Knowledge

 

Banking Today 

Price: $95 Members
Course Credits: AIB: 0.5 ; ICB: 0
Prerequisites: None

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Course Description
Banking Today introduces new employees to the essential principles, concepts and operations of banking. Students will learn about the important role banks play in the economy, the challenges of competition, and current banking trends. 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

  • Interpret bank financial statements

  • Summarize important federal laws and regulations affecting bank operations and practices

  • Describe bank competitors in the financial market and the developments and trends in banking

Fundamental Business Skills

 

Business Etiquette 
Length: 4 hours  

Member price: $95

 

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Course Description

This course is designed to promote professional behavior in the workplace. Professional behavior decisions can be confusing and the consequences for making an inappropriate decision can have lasting professional and personal consequences. Business Etiquette covers the most current etiquette guidelines for day to day situations to help students avoid making inappropriate etiquette decisions. Students are given guidelines for making the appropriate choices in areas such as personal appearance, making introductions and shaking hands. A variety of everyday etiquette issues are addressed such as:

  • What to do if you forget someone's name

  • Food in the work area

  • Impact of certain behaviors in a close environment such as cubicle workspace

  • General guidelines for interpreting dress codes

 

Audience

Bank personnel in the branch and administrative office environments.

 

Learning Objectives

After completing this course, students will be able to:

  • Make appropriate introductions.

  • Shake hands with confidence.

  • Describe the impact of personal appearance on the work environment.

  • Demonstrate how to choose the appropriate behavior in day-to-day activities including opening a door, arriving late for a meeting and food in the work area.

  • Recognize how his/her behavior in a close work environment affects co-workers.

  • Discuss the business consequences of making a choice that is outside the described etiquette guidelines.

  • Describe how common behaviors in the United States may be interpreted by different cultures.

 

Dealing Effectively with Co-Workers 
 Member price: $95

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Course Description
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 
Length: 4 hours
Member price: $95

 

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Course Description

This course covers business ethics from a banker's perspective. Students explore the importance of ethical behavior in banking from a personal and organizational perspective and focus on ethical considerations in many areas including confidentiality, conflict of interest, information security, personal transactions and accepting or giving gifts. In addition to learning about federal regulations and guidelines for ethical practices, the course introduces an approach to identifying and responding to situations that present ethical dilemmas in banking.

 

Audience

Bank personnel at any level.

 

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 main regulatory parameters prohibiting unethical practices in banking.

  • Use an effective approach to determining appropriate action in situations holding potential for ethics violations.

 

Managing Time at Work
Length: 4 hours
 Member price: $95  

 

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Course Description

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 managers, supervisors, sales staff, and other 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 time effectively

  • Create a task management plan

  • Organize the workspace

  • Manage interruptions and daily activities

Meetings That Work
Length: 1 hour
Member Price: $95

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Course Description
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
Length: 2 hours
Member Price: $95

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Course Description
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 presentation purpose statement

  • Write an attention-getting opening statement

  • Identify components of a presentation that gain attention and keep interest

  • Describe effective uses for visual aids

  • Write an effective closing statement

  • Demonstrate appropriate body language

  • Identify tips for controlling nervousness

Telephone Etiquette
Length: 2 hours
Member Price: $95

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Course Description
Telephone Etiquette covers fundamental skills and techniques for using the telephone effectively on the job. It spotlights the importance of the telephone as a business tool and provides practical tips and techniques for its effective use.

Audience
Branch and administrative office staff who answer calls or who make calls to customers and other bank staff. This course is appropriate for call-center staff as an introduction to telephone skills.

Learning Objectives
After completing this course, students will be able to:

  • Prepare for typical calls
  • Set up work area to support organized telephone communications
  • Use professional call greetings
  • Use appropriate language and voice inflection during telephone conversations
  • Use questioning and listening skills that support effective telephone communication
  • Handle special telephone tasks professionally
  • Use effective skills when working with technology tools

 

Writing Bank Correspondence 
Length: 6 hours
Member price: $95

 

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Course Description
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 
Length: 4 hours  

Member price: $95

 

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Course Description
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
Length: 4 hours
 Member price: $95   

 

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Course Description

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

  • 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 
Length: 4 hours
Member price: $95

 

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Course Description

This course presents a structured process for hiring the best candidate for a job. The process is based on a behavioral approach to hiring and reviews compliance issues associated with each component of the process.

 

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: 

  • Analyze a job to identify minimum technical and performance skills. 

  • Prepare applicant selection criteria for the skills identified in the job analysis. 

  • Write interview questions that are legal and focus on behavior relevant to applicant qualifications. 

  • Screen applicants for interview. 

  • Conduct an employment interview using prepared interview questions. 

  • Select a pre-employment test. 

  • Select the most qualified candidate for a job, based on information obtained during an employment interview and from references. 

  • Make a job offer that is not an implied employment contract.

 

Improving Productivity
Length: 6 hours
Member price: $95

 

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Course Description

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 everyday scenarios

  • Identify obstacles that are keeping 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.

  • Define corrective action and its significance

  • Describe an employee's performance or behavior gap specifically and objectively

  • 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.

Managing Change

Length: 4 hours
Member price: $95 

 

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Course Description

Managing Change covers the typical effects that change events can have on individuals and organizations. This course will teach 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
Length: 6 hours
Member price: $95 

 

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Course Description

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
Length: 6 hours
Member price: $95

 

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Course Description

This course will provide students with a proactive approach to performance management. By focusing on setting clear expectations, specific performance feedback and objective performance evaluations, this course will help managers avoid many common performance problems.

 

Audience

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

 

Learning Objectives

After completing this course, students will be able to: 

  • Write performance objectives based on measurable criteria and standards. 

  • Communicate clear performance and behavior expectations. 

  • Objectively observe performance.

  • Provide feedback to employees and document the conversations. 

  • Prepare and conduct the performance appraisal.

Project Management Fundamentals, Part One
Length:  2 hours

Member Price:  $79

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Course Description
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
Length:  2 hours
Member Price:  $79

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Course Description
 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

Rewards and Recognition
Length: 4 hours
 Member price: $95

 

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Course Description

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 reward 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

Retail Banking Fundamentals

 

Consumer Credit Products 
Length: 6 hours
Member price: $95

 

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Course Description

This course will provide students with the skills to identify the features of consumer credit products. The course will also provide a link between these features and how they meet the needs of different customers.

 

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 terminology used when discussing consumer credit products. 

  • Identify features and related benefits of consumer credit products. 

  • For secured credit, determine the maximum dollar amount available based on collateral value. 

  • Match consumer credit products to customer needs. 

  • Identify bank regulations that impact consumer credit. 

  • Identify appropriate products to cross-sell.

Event Based Selling
Length: 1 hour
Member Price: $95

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 Course Description
This course 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

Fundamentals of Consumer Lending 
Length: 6 hours
Member price: $95 

 

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Course Description

This course will provide students with basic knowledge of consumer credit. It covers terminology, basic categories of consumer credit, determining creditworthiness, the application process, and bank regulations.

 

Audience

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

 

Learning Objectives

After completing this course, students will be able to: 

  • Explain how banks make money from loans. 

  • Describe the basic categories of consumer credit: 

    • open-ended vs. closed-ended 

    • secured vs. unsecured 

  • Define basic credit terminology (e.g., principal, interest, APR, fixed-rate, variable-rate, etc.). 

  • Describe the five C's of credit. 

  • Explain the role of credit scoring in making credit decisions. 

  • Describe the credit application process, and actions taken at each stage to ensure compliance with regulations.

 

Fundamentals of Mortgage Lending 
Length: 4 hours 
Member price: $95 

 

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Course Description

This course will provide students with an understanding of basic terminology, regulations, and the secondary market of mortgage lending. It also identifies the benefits for a financial institution to sell mortgage loans.

 

Audience

Students who currently sell or are involved in the mortgage lending process. Students should have less than two years of mortgage lending experience.

 

Learning Objectives

After completing this course, students will be able to: 

  • Describe basic terminology regarding interest rates, fees, job functions, and how credit decisions are made for mortgage loans. 

  • Calculate LTV and determine whether private mortgage insurance or taxes and hazard insurance escrows may be required. 

  • Explain credit scoring and its role in the mortgage lending process. 

  • Describe how the secondary markets impacts mortgage lending. 

  • Identify mortgage lending regulations and how they apply to the mortgage lending process.

 

Introduction to Financial Planning Products
Length: 8 hours

Member price: $95

 

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Course Description

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 planning products, students will learn three key elements in assessing their advantages and disadvantages: liquidity, risk, and return. Students will also learn to identify licensing requirements relevant to selling certain financial planning products.

Audience

All customer contact personnel such as personal bankers, retail bankers, or call center employees, who need to know about the products and services their bank offers.

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
Length: 8 hours
 Member price: $95

 

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Course Description

Personal Tax Return Analysis is designed to teach students the basics of analyzing tax returns. The course begins with a discussion about analyzing 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 obtain tax returns from customers for lending analysis, yet have little or no training in tax 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
Length: 4 hours
 Member price: $95  

 

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Course Description

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

Any employee who has the opportunity to refer customers to designated, licensed insurance sellers in an 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
Length: 6 hours
 Member price: $95  

 

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Course Description

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

Retail bank personnel who manage customer relationships and/or who are in a position to identify referral opportunities; e.g., personal bankers and new accounts staff.

 

Note: The assumption is made that students in this course are not licensed to sell securities, and in fact have little or no previous knowledge of securities products.

 

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 a referral

Referring Trust Customers 
Length: 4 hours  
Member price: $95

 

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Course Description

This course will provide students with the skills and product knowledge needed to identify and refer individual trust prospects. The course explores the basic elements of a trust, trust terminology, common trust products, how they apply to a typical customer and the skills and techniques that support a customer-benefit focused referral approach.

 

Audience

Bank personnel who initiate referrals of trust services but are not involved in making or closing the sale, such as new accounts, tellers, statement window, safe deposit and operations support staff.

 

Learning Objectives

After completing this course, students will be able to:

  • Describe the basic elements of a trust.

  • Describe basic trust products and terminology.

  • Identify five key reasons clients need/want a trust.

  • Define a typical client's needs and objectives.

  • Identify prospects and provide a client-benefit-focused referral for trust services.

Revitalizing Customer Service 
Length: 6 hours
Member price: $95

 

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Course Description

This course will have students using a variety of exercises and group activities to define basic customer service skills and examine how the use of those skills adds to the personal and professional productivity levels of the students. Students will be using a worksheet throughout the day while practicing new skills or enhancing current levels of customer service. Each section will also give managers an opportunity to see how these customer service skills can benefit some key areas of managing employees such as providing constructive feedback, taking corrective action and coaching.

 

Audience

All levels of employees.

 

Learning Objectives

After completing this course, students will be able to:

  • Identify and define basic customer service skills.

  • Use the basic skills in current workplace environments.

  • Understand how perspectives impact customer service.

  • Isolate personal symptoms of stress and the possible impact of those symptoms on service levels.

  • Connect three areas of communications and listening to clarify the intended message.

  • Apply customer skills to interactions with angry or difficult customers.

Teleconsulting
Length: 2 hours
Member Price: $95

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 Course Description
This course 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

Understanding Bank Products
Member Price:  $95

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Course Description
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.

Target 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
Length:  4 hours
Member Price:  $95

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Course Description
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 & Retaining Customer Relationships 
Length: 4 hours  

Member price: $95

 

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Course Description

This course is designed for financial service representatives whose current responsibility is to offer bank products and services to customers.

 

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 customer relationships.

  • Establish portfolio criteria that support their institution's business goals.

  • Select customers for a sales portfolio.

  • Organize customer portfolios to support and track portfolio activity.

  • Prepare for an initial contact with portfolio customers.

  • Prepare an action plan for establishing a customer portfolio.

 

Cross-Selling Deposit Products 
Length: 8 hours
Member price: $95

 

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Course Description

This course provides the skills needed to cross-sell retail bank deposit products and services. The course explores the importance of cross-selling and focuses on steps in the cross-selling process: interpreting clues to customer needs, cross-selling solutions to match needs, responding to objections, and closing the sale or referring the customer to a specialist. Features and benefits of deposit products are compared to match solutions to customer needs. Students receive tools for on-the-job use.

 

Audience

Any bank personnel in a position to discuss deposit products and services with customers. Students should have a basic knowledge of their institution's products and services.

 

Learning Objectives

After completing this course, students will be able to: 

  • Explain the importance of cross-selling to both customers and the bank. 

  • Identify the steps in the cross-selling cycle. 

  • Describe features and benefits of deposit products. 

  • Interpret clues to customer financial needs. 

  • Cross-sell solutions to match customer needs. 

  • Respond to customer questions and objections. 

  • Close the sale, or refer the customer to the appropriate bank specialist.

 

Effective Referrals 
Length: 4 hours
Member price: $95

 

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Course Description

This course will provide students with the skills needed to make confident and effective referrals. In addition to learning why referrals are important, students learn how to recognize and respond to clues, refer the customer and revisit the customer after the referral.

 

Audience

The branch or operations personnel who initiate the needs assessment but are not involve in making or closing the sale. The audience may not see their roles as sales-related. They are generally involved in transactional and service interactions with customers.

 

Learning Objectives

After completing this course, students will be able to: 

  • Describe what customers expect from their bank. 

  • Identify sales and service referral opportunities. 

  • Use benefit statements to make the referral. 

  • Make the "hand off" to a specialist. 

  • Identify follow up situations and develop appropriate techniques.

 

Introduction to Relationship Selling
Length: 6 hours
Member price: $95   

 

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Course Description

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

Any branch personnel involved with in-branch sales.

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
Length: 2 hours
Member price:  $95

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Course Description
NEW 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
By the end of Profiling Mortgage Prospects, 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
Length: 4 hours
 Member price: $95

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Course Description
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

Any person 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
Length: 4 hours
Member price: $95   

 

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Course Description

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

Any banking professionals who currently take part 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

Regulatory Compliance

Americans with Disabilities Act (ADA)
Length: 1 hour
Member price:  $95

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Course Description
This course 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

Bank Bribery Act
Length: 1 hour
Member price:  $95

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Course Description
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 Protection Act
Length: 1 hour
Member price:  $95

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Course Description
Every federally insured financial institution must establish certain security efforts as outlined by the 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 (BSA) 

Length: 4 hours  

Member price: $95     

 

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Course Description

Participants in this workshop will be given information required to identify and accurately report transactions described in the Bank Secrecy Act. Attention will be given to defining what is and is not considered a reportable transaction. Participants will be involved in practice exercises to help clarify reportable transactions.

 

Audience

Any employee working in a financial institution and/or a money service business

 

Learning Objectives

After completing this course, students will be able to: 

  • Explain how history created the need and defined the purpose of BSA

  • Describe the BSA currency transaction reporting requirements and exemptions

  • Provide information required in the reporting process

  • Identify transactions that require suspicious activity reporting

  • Support record-keeping requirements to insure compliance with BSA

  • Explain how the Bank Secrecy Act impacts their job responsibilities

Check 21 Overview
Length:  1 hour
Member Price: $95

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Course Description:
This course provides an overview of the new Check 21 legislation that goes 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 eLearning courses and will be replaced with a course in a more typical eLearning format some weeks after the legislation becomes effective.

Audience
All bank employees with customer contact.

Learning Objectives

  • 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)
Length: 1 hour
Member price: $95

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Course Description
The Community Reinvestment Act 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

Credit Practices Rule (Reg AA) for Consumer Lenders
 Length:  2-4 hours
Type:  Self-paced
Format:  SCORM
Cost:  $35
Provider:  ABA

This course on Credit Practices Rule (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
After completing this course, students will be able to:

  • Implement the Credit Practices Rule when working with your clients

  • Describe the responsibilities of a cosigner

Electronic Fund Transfer Act - Regulation E
Length:  1 hour
Member Price:  $95

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Course Description
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

Equal Credit Opportunity Act - Regulation B
Length:  4 hours
Member Price:  $95

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Course Description
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

Expedited Funds Availability Act - Regulation CC
Length: 1 hour
Member price:  $95 

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Course Description
This course 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

Extending Credit to Bank Insiders - Regulation O
Length: 1 hour
Member price:  $95

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Course Description
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

Fair Credit Reporting Act (FCRA)
Length: 1hour

Member price: $95  

 

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Course Description

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

Any employee 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 Housing Act
Length: 1 hour
Member price: $95

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Course Description
This course 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 
Length: 4 hours
Member price: $95

 

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Course Description

This course 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. Sales, processing, underwriting and compliance personnel. Anyone wishing to update or refresh themselves on Fair Lending laws.

 

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

    FDIC Deposit Insurance
    Length: 1 hour
    Member price:  $95

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    Course Description
    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
    Length: 1 hour
    Member price:  $95

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    Course Description
    This course 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

    Home Mortgage Disclosure Act/Regulation C (HMDA)
    Length:  1 hour
    Member price: $95 

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    Course Description
    This course 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

    Office of Foreign Assets Control (OFAC)
    Length: 1 hour
    Member price:  $95

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    Course Description
    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 Customer Contact Personnel
    Length:     2 hours
     Member price: $95

     

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    Course Description

    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

     

    Real Estate Settlement Procedures Act (RESPA)/Regulation X
    Length: 4 hours
    Member price: $95

     

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    Course Description

    This course will provide the background and purpose of Regulation X, applicable loan transactions, responsibilities of the lender, required disclosures including Good Faith Estimate Statements and HUD 1, and penalties for not adhering to Regulation X.

     

    Audience

    Any employee 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 of Regulation X  

    • Identify and describe credit transactions that are subject to Regulation X  

    • Provide and explain disclosures required by Regulation X  

    • Utilize the correct timing and format of disclosures applicable to common and specialized loan transactions  

    • Identify, explain and provide special required disclosures of settlement service providers  

    • Identify and prevent situations that constitute illegal transactions or "kickbacks"  

    • Discuss the penalties of not adhering to Regulation X  

    • Explain how Regulation X impacts their job responsibilities

    Regulatory Compliance for Customer Service Representatives
    Length    :  3 hours
    Member Price:  $95

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     Course Description
    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 Call Center Representatives

    Length:  3 hours
    Member Price:  $95

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     Course Description
    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 Bank Tellers
    Length:      3 hours
    Member Price:  $95

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    Course Description
    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 Personal Bankers
    Length:      4 hours
    Member Price: $95

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     Course Description
    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 egulations 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.

     

    Soldiers' and Sailors' Civil Relief Act 
    Length: 1 hour
    Member price: $95

     

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    Course Description

    This course 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 Soldiers' and Sailors' 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 Soldiers' and Sailors' Civil Relief Act

    Truth in Lending Act - Regulation Z
     Length:  4 hours
    Member Price:  $95

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    Course Description
    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 Savings Act - Regulation DD
    Length:      3 hours
    Member Price:  $95

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    Course Description
    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

    USA Patriot Act
    Length:  1 hour
    Member price: $95

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    Course Description
    The 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 institution

    Short, Regulation-Specific, Job-Specific Compliance Courses

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

    Length: 15 minutes

    Price: $35

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    Course Description

    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.

     

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

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

    Privacy for Call Center Representatives

    Length: 15 minutes

    Price: $35


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    Course Description

    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

     

    Audience

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

     

    Privacy for Tellers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

    Privacy for Customer Service Representatives

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

    Privacy for Personal Bankers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

    Expedited Funds Availability (Reg CC) for Call Center Representatives

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Expedited Funds Availability (Reg CC) for Customer Service Representatives

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

    Expedited Funds Availability (Reg CC) for Personal Bankers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

    Expedited Funds Availability (Reg CC) for Tellers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

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

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

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

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Truth in Savings Act (Reg DD) for Personal Bankers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

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

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

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

    Length: 30 minutes

    Price: $55


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    Course Description

    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.

     

     

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

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Electronic Funds Transfer Act (Reg E) for Tellers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Fair Credit Reporting Act (FCRA) for Call Center Representatives

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Fair Credit Reporting Act (FCRA) for Personal Bankers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

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

    Length: 15 minutes

    Price: $35


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    Course Description

    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. Tellers who conduct transactions for clients on a daily basis.

     

     

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

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Bank Bribery Act for Personal Bankers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Fair Lending for Personal Bankers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Home Mortgage Disclosure Act (HMDA) for Personal Bankers

    Length: 15 minutes

    Price: $35


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    Course Description

    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.

     

     

    Bank Secrecy Act (BSA) for Call Center Representatives

    Length: 30 minutes

    Price: $55


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    Course Description

    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 officials 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.

     

     

    Bank Secrecy Act (BSA) for Customer Service Representatives

    Length: 30 minutes

    Price: $55


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    Course Description

    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.

     

     

    Bank Secrecy Act (BSA) for Personal Bankers

    Length: 30 minutes

    Price: $55


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    Course Description

    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.

     

     

    Equal Credit Opportunity Act (ECOA) for Personal Bankers

    Length: 30 minutes

    Price: $55

     

    Course Description

    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.

     

     

    Real Estate Settlement Procedures Act (RESPA) for Personal Bankers

    Length: 30 minutes

    Price: $55


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    Course Description

    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.

     Truth in Lending (Reg Z) for Personal Bankers

    Length: 45 minutes

    Price: $55


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    Course Description

    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.

     

     

    Bank Secrecy Act (BSA) for Tellers

    Length: 30 minutes

    Price: $55


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    Course Description

    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.

     

     

    Bank Secrecy Act for Managers

    Length: 1 hour

    Price: $95


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    Course Description

    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.

    Wealth Management and Trust

    Personal Trust Curriculum 1

     

    Building Trust Expertise - Investment Management

    Length: 8 hours
    Member price: $365 

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    Course Description
    In Building Trust Expertise - Investment Management, students will learn trust investment basics. They will enhance their professionalism by increasing their comfort level in discussing a trust investment portfolio with clients and beneficiaries. Students will learn about the investment types commonly used in trusts, the methods for stock and bond selection and analysis, and the economic influences and legal considerations regarding trust investments. Students will also examine the various considerations and tools for portfolio management.

    Audience
    New Trust Administrators and Trust Associates.

    Learning Objectives
    After completing this course, students will be able to:

    • Define the types of investments used in trusts that fall within these categories: Cash and liquid, fixed income, equity, mutual fund, and other

    • Describe the methods used to select and analyze stock and bond investments

    • Explain the mechanics of portfolio management

    • Identify key client information to help clients determine investment portfolio considerations

    • Describe economic influences regarding trust investments, including the Federal Reserve, business cycles, and economic indicators

    • Explain the legal considerations that affect actions regarding trust investments.

     

    Building Trust Expertise - Taxation and Estate Planning

    Length: 6 hours
    Member price: $365

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    Course Description
    Building Trust Expertise - Taxation and Estate Planning introduces students to basic fiduciary income tax and estate planning concepts. It begins with tax basics, including terminology and how income tax is calculated. The trust taxation discussion covers the tax implications for grantor and charitable trusts, as well as trust accounting income. Students will also learn about distributable net income (DNI)-what it is and how to calculate it for simple and complex trusts. Students will move on to transfer taxes, including gift, estate, and generation skipping transfer taxes. This covers special rules for these taxes, ways to minimize taxes, and how to calculate the various taxes. Next, students will learn about basic estate planning, including why estate planning is important, things to consider, and advantages and disadvantages of making lifetime gifts. Finally, students will learn about estate planning with the marital deduction.

    Audience
    New Trust Administrators and Trust Associates.

    Learning Objectives
    After completing this course, students will be able to:

    • Define basic terms

    • Explain how trusts are taxed

    • Calculate distributable net income

    • Minimize transfer taxes

    • Calculate gift, estate, and generation-skipping transfer taxes

    • Describe why estate planning is important

    • Identify considerations when developing an estate plan

    • Use the marital deduction to maximize estate planning

    Building Trust Expertise - Trust Administration
    Length: 6 hours
    Member price: $365

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    Course Description
    This course will provide the background and purpose of Regulation Z, disclosure requirements applying to the various loan types, requirements of advertising loan rates, information to calculate the cost of credit, Right of Rescission disclosure, and the penalties for not adhering to Regulation Z.

    Audience
    Any employee 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 of Regulation Z  

    • Explain terminology specific to this regulation

    • Identify and describe credit transactions that are subject to Regulation Z  

    • Describe the components used to calculate the annual percentage rate and the difference between annual percentage rates and interest rates  

    • Utilize the correct timing and format of disclosures applicable to common and specialized loan transactions  

    • Discuss the penalties of not adhering to Regulation Z  

    • Explain how Regulation Z impacts their job responsibilities

    Personal Trust Curriculum 2

    Discretionary Distributions
     Length:  2 hours
    Member Price:  $160

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    Course Description
    Discretionary Distributions introduces you to the basic principles of discretionary distributions. It covers the reasons for making discretionary distributions and the trustee's authority to make them, as well as distribution standards, tax consequences, and other potential liabilities involved in making discretionary distributions.

     Audience
    This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Learning Objectives
    After completing this course, students will be able to:

    • Identify the relevant factors to consider in making discretionary distributions

    • Identify and interpret the standards applied in exercising discretionary powers

    • Describe the potential tax consequences of making discretionary distributions

    • Explain the effects of special considerations such as attachment by creditors, spendthrift clauses, and disabled or incapacitated beneficiaries

    Estate Planning Overview
    Length:      2 hours

    Member Price:  $160

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    Course Description
    Estate Planning Overview presents the basic knowledge to enable Trust Officers to recognize the needs of clients in order to determine an estate plan with tax or non-tax considerations. The course also reinforces the consequences of the unauthorized practice of law.

    Audience
    This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Learning Objectives
    After completing this course, students will be able to:

    • Examine the goals of estate planning as part of a client's overall financial strategy

    • Identify non-tax considerations as relevant to estate planning

    • Recognize the consequences of engaging in the unauthorized practice of law

    • Estate Planning for Marital Deduction

    • Estate Planning for Marital Deduction is designed to reinforce the professionalism and expertise you currently possess as a trust officer. Students will learn strategies for the optimum use of the marital deduction. By comparing marital formulas, students will learn to determine which marital deduction trusts to use for particular client needs.

    Audience
    This course is appropriate for trust officers who already have a basic knowledge of Federal Transfer Taxes and seek to expand their skills to enable them to advise clients with respect to clients' estate plans.

    Learning Objectives
    After completing this course, students will be able to:

    • Recognize a marital deduction, its value, and requirements for property to qualify for the marital deduction

    • Compare strategies for optimum use of the marital deduction depending on the client's tax and non-tax preferences (maximum deduction, optimum A-B plan, equalizing marital estates)

    • Describe the purpose of the different marital formulas used to calculate the marital deductions, when each is commonly used, and factors to consider in selecting a formula

    • Identify the purposes, features, and requirements of the commonly used marital trusts and recommend which would best serve your clients' needs

    Estate Planning for Marital Deduction
    Length:      4 hours
    Member Price:  $160

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    Course Description
    Estate Planning for Marital Deduction is designed to reinforce the professionalism and expertise you currently possess as a trust officer. Students will learn strategies for the optimum use of the marital deduction. By comparing marital formulas, students will learn to determine which marital deduction trusts to use for particular client needs.

    Audience
    This course is appropriate for trust officers who already have a basic knowledge of Federal Transfer Taxes and seek to expand their skills to enable them to advise clients with respect to clients' estate plans.

    Learning Objectives
    After completing this course, students will be able to:

    • Recognize a marital deduction, its value, and requirements for property to qualify for the marital deduction

    • Compare strategies for optimum use of the marital deduction depending on the client's tax and non-tax preferences (maximum deduction, optimum A-B plan, equalizing marital estates)

    • Describe the purpose of the different marital formulas used to calculate the marital deductions, when each is commonly used, and factors to consider in selecting a formula

    • Identify the purposes, features, and requirements of the commonly used marital trusts and recommend which would best serve your clients' needs

    Federal Estate and Gift Taxes
    Length:  5 hours
    Member Price:  $160

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    Course Description
    Federal Estate and Gift Taxes will give you the knowledge necessary to discuss the implications of federal estate and gift taxes, and to answer common tax-related client questions.

    Audience
    This course is appropriate for trust officers who have already achieved a basic level of knowledge and understanding of federal estate and gift taxes.

    Learning Objectives
    After completing this course, students will be able to:

    • Explain the impact of the unified tax system

    • Identify the types of property included in the gross estate

    • Explain the principles of valuing property in the gross estate

    • Identify property that may be subject to a discount in valuation

    • List deductions, exclusions, and credits that apply to either the estate or gift tax

    • Describe transfers that are subject to the gift tax

    • Calculate estate or gift tax due

    Fiduciary Income Taxes
    Length:      4 hours
    Member Price:  $160

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    Course Description

    Fiduciary Income Taxes provides you with an understanding of tax terminology and concepts applicable to estates and trusts. The course contains detailed information regarding fairly complex concepts. Examples, self-check quizzes, and practice activities are used throughout the material to enhance your understanding of the concepts presented.

    Audience
    This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Learning Objectives
    After completing this course, students will be able to:

    • Distinguish between simple and complex trusts

    • Explain the concept of the fiduciary account as a conduit

    • Explain the basic concept and purpose of distributable net income (DNI)

    • Calculate trust accounting income

    • Calculate distributable net income (DNI)

    • Calculate the distribution deduction

    • Determine the amount of income taxable to each beneficiary

    Fiduciary Law
    Length:      4 hours
    Member Price:  $160

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    Course Description

    Fiduciary Law presents key regulations and rules that govern trusts and estates, including federal laws and model acts being adopted by different states. It covers the duties and powers of a trustee, as well as investment standards and duties. The prudent man/person rule, prudent investor rule, and Uniform Principal and Income Act are also discussed.

    Audience
    This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Learning Objectives
    After completing this course, students will be able to:

    • Explain the sources of governance for institutional trustees

    • Identify federal laws that affect trusts and explain their impact

    • Describe key duties, powers, and liabilities of trustees

    • Explain the prudent investor standard of conduct under the prudent man/person and prudent investor rules, and describe the general investment duties of fiduciaries

    • Explain key provisions of the Principal and Income Act

    Investments I
    Length:      4 hours
    Member Price:  $160

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    Course Description
    Investments I focuses on an overall discussion of investment risk, organization of the investment decision process, regulatory influences for investments and the similarities and differences of commingled funds and mutual funds investments.

    This course is not intended to train students to become the sole-providers of investment information to clients. Instead, students should become familiar with a big-picture view of investments to better serve and address clients' needs. Students should still follow any internal bank policy or procedures regarding the discussion of investments and referrals to internal support associates.

    Audience
    Trust professionals looking for a big-picture view of investments and investment planning concepts. This course is appropriate for trust officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Learning Objectives
    After completing this course, students will be able to:

    • Explain the various tools used in organizing the investment decision

    • Identify the regulatory influence for investments

    • Describe the similarities and differences of commingled funds and mutual funds

    • Discuss various forms of investment risk

    Managing Trust Accounts
    Length:     2 hours
    Member Price: $160

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    Course Description
    The Managing Trust Accounts course introduces students to the basic principles of establishing trust accounts and managing receipts and payments for these trusts. It covers the procedures for accepting new accounts, as well as dealing with changes in accounts impacted by disclaimers, and explains the rules needed to apply the Uniform Principal and Income Act when allocating receipts and payments.

    Audience
    This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Learning Objectives
    After completing this course, students will be able to:

    • Read and interpret documents before establishing new accounts or accepting successor trusteeships
    • Identify issues that arise from disclaimers and the effects on trusts and beneficiaries
    • Correctly apply the rules contained in the 1962 and 1997 Uniform Principal and Income Acts to protect the interests of present and future beneficiaries
    • Understand the interaction between the Uniform Prudent Investors Act and the Uniform Principal and Income Act

    Retirement Planning
    Length:      4 hours
    Member Price:  $160

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    Course Description

    Retirement Planning focuses on the types of retirement plans available, factors that impact various plans, and the importance of integrating retirement benefits with financial and estate planning. Activities offer an opportunity to apply guidelines that address the unique implications of retirement assets.

    Audience
    This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Learning Objectives
    After completing this course, students will be able to:

    • Identify the differences between defined benefit plans and defined contribution plans

    • Describe the characteristics of common qualified, nonqualified, and individual retirement plans

    • Describe the use of trusts to fund nonqualified plan benefit obligations

    • Identify the different forms of distribution required for different types of qualified retirement plans

    • Explain the tax implications of retirement plans

    Personal Trust Curriculum 3

    Estate Planning for Charitable Giving
    Length: TBD
    Member Price: $160

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    Course Description
    This course will expand your technical skills to advise clients on charitable giving opportunities and its use to provide additional liquidity for the estate and savings on potential estate taxes. You will explore the advantages of charitable giving trusts as well as the differences between charitable organizations and private foundations.

    Course Objectives
    By completing Estate Planning for Charitable Giving, students will be able to:

    • Identify the advantages, features, and benefits of charitable trusts.

    • Distinguish between public charities and private foundations.

    • Explain the tax rules affecting charitable contributions.

    • Advise clients when charitable gifts are appropriate and how such gifts should be made, in light of tax and non-tax considerations.

    • Counsel clients regarding charitable planning opportunities.

    Audience
    This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Prerequisites
    Basic knowledge of estate tax.

    Estate Planning for Lifetime Gifts
    Length:     TBD

    Price: $160

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    Course Description
    This course is designed to reinforce the professionalism and expertise you currently possess as a trust officer. You will learn technical skills to aid in advising clients in the area of lifetime gifts and the effective use of the annual exclusion and the techniques associated with it. This course also covers the requirements, features, and limitations of the different types of trusts.

    Course Objectives
    By completing Estate Planning for Lifetime Gifts, students will be able to:

    • Assist clients with determining whether they should incorporate a plan of lifetime gifts within their
      estate plan.

    • Advise clients on how to make effective use of the annual exclusion and techniques for transferring assets to minors.

    • List the requirements for a Crummey trust and when they may be appropriate for client situations.

    • List the features and limitations of GRITS, GRATS, and GRUTS, and suggest strategies for using them when appropriate.

    • Apply the principles learned in Gifts, Generation Skipping Transfer Tax in Lifetime Gifts, Gifts of Insurance, and GRITS, GRATS, and GRUTS to determine when and when not to make a lifetime gift

    Audience
    This course is appropriate for trust officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Prerequisites
    Basic knowledge of estate and gift taxes.

    Estate Planning for the Business Owner
    Length:     TBD
    Price: $160

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    Course Description
    This course compares different business entities and surveys some of the techniques available for planning the transfer of a closely held business. You will learn how to apply techniques in a planning context using case examples.

    Course Objectives
    By completing Estate Planning for the Business Owner, students will be able to:

    • Identify the challenges in estate planning for owners of closely held businesses.

    • Distinguish the various forms of business entity.

    • Identify methods used in valuing closely held businesses, determining discounts, and structuring restrictive agreements.

    • Describe the planning techniques available for the effective transfer of privately owned businesses from one generation to another.

    Audience
    This course is appropriate for trust officers who have already achieved a basic expertise with estate planning generally and who seek to expand their knowledge of estate planning for business owners. Students undertaking this course should have a firm understanding of the transfer tax system and basic estate planning, including planning for lifetime gifts and estate planning for the marital deduction.

    Prerequisite
    Basic expertise with general estate planning.

    Estate Planning for Final Case Study
    Length:     TBD
    Member Price: $160

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    Course Description
    This course is the culmination of the Estate Planning courses in Level 2 and Level 3 of the Personal Trust Curriculum. It includes two case studies that cover the most important issues to be considered when assisting clients with estate plans, as well as any sales opportunities that may come up. The activities in the course provide an opportunity to apply what you have learned about estate planning in two case studies. Each case study contains a narrative about individuals and their spouses, their assets and liabilities, and a financial statement. Questions following each case allow you to discover different ways to handle client situations.

    Course Objectives
    By completing Estate Planning Final Case Study, students will be able to:

    • Identify planning opportunities that meet clients’ needs

    • Determine the tax effect of a client’s estate plan and possible transactions

    • Design strategies to minimize a client’s estate taxes

    • Craft solutions to client needs that will bring new business opportunities

    Audience
    This course is appropriate for trust officers who already have achieved a basic level of knowledge and expertise in the trust field.

    Prerequisites
    None

    Financial Planning Skills
    Length: TBD
    Member Price: $160

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    Course Description
    This course describes the financial planning process as it is used to enhance relationships with trust clients. It provides a big picture overview of financial planning, things to consider in any financial planning discussion, common forms used for financial planning, and how various measurements of value are used in financial planning.

    Course Objectives
    By completing the Financial Planning Skills course students will be able to:

    • Understand the scope of financial planning

    • Explain how Client Profiles, Assets and Liabilities Statements, and Cash Flow Statements are used to identify client needs

    • Identify how different measurements of value are used in financial planning

    Audience
    This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Prerequisites
    Basic knowledge/expertise in trust field.

    Generation Skipping Transfer Tax
    Length:     TBD
    Member Price: $160

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    Course Description
    This course will give you a strong foundation of knowledge about the terminology, tax law, and tax implications regarding the Generation-Skipping Transfer (GST) Tax.

    GST Tax is one of three possible transfer taxes levied by the federal government when the ownership of property is transferred. The other two transfer taxes are estate tax and gift tax, which are covered in Estate Planning for Lifetime Gifts.

    For more in-depth discussions on estate planning issues, refer to the ABA Estate Planning Manual series:

    • Everything You Need to Know about Transfer Taxes

    • Mastering the Essentials of Estate Planning

    • Applying Advanced Techniques of Estate Planning

    Course Objectives
    By completing Generation-Skipping Transfer Tax, students will be able to:

    • Define key terminology, including transferor, skip person, and non-skip person

    • Identify the three types of Generation-Skipping Transfers

    • Describe the available GST Tax exclusions and the GST Tax exemption

    • Calculate GST Tax due

    Audience
    This course is appropriate for trust officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Prerequisites
    Basic knowledge/expertise in trust field.

    Investments II
    Length:     TBD
    Price: $160

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    Course Description

    This course focuses on explaining concepts on valuing investments including rate of return, compound growth and bond valuation. Primary and secondary security markets and the nature of an efficient market will be introduced.  An overview of how to select and analyze stocks including type and quality of stocks, grading quality, analysis of common stocks, and dollar-cost averaging will be presented.

    Objectives
    By completing the Investment II course students will be able to:

    • Describe the different mutual fund expenses

    • Discuss retail and institutional funds

    • Discuss characteristics of different money market funds

    • Describe an efficient market

    • Describe how the primary market works

    • Describe the function of the NASDAQ and bond markets

    • Explain how rate of return is calculated

    • Describe difference between simple and compound growth

    • Discuss common stock valuation

    • Discuss discount rate

    Audience
    Trust professionals looking for a big-picture view of investments and investment planning concepts. This course is appropriate for trust officers who have already achieved a basic level of knowledge and expertise in the trust field.

    Prerequisites
    Basic knowledge/expertise in trust field.

    Life Insurance and Annuities
    Length:      TBD
    Member Price:  $160

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    Course Description
    Life Insurance and Annuities enhances the trust officer's value to clients as a credible source of insurance information. Participants will learn about life insurance and annuity products, review related policy issues and fiduciary responsibilities, and explore the uses of these products in serving client's financial- and estate-planning needs.

    Audience
    This course is appropriate for trust officers who already have achieved a basic level of knowledge and expertise in the trust field.

    Learning Objectives
    After completing this course, students will be able to:

    • Describe the benefits of life insurance and annuities for estate and financial planning needs

    • Describe the features and characteristics of the different types of life insurance and annuities

    • Guide cost-effective insurance policy and annuity contract selections to meet clients' preferences, needs, and asset safety concerns

    • Assist clients with determining life insurance and income requirements and ensuring coverage adequacy and lifetime income protection

    • Advise clients of taxation considerations relevant to their insurance and annuity contracts

    • Describe the features and characteristics of hybrid life insurance policies that serve common trust client needs

    • Describe special investment features of annuity types

    • Manage life insurance and annuity contracts within a trust according to bank policy and fiduciary responsibility

    • Identify policy and contract issues that affect clients' estate and financial planning objectives

    • Identify additional uses for life insurance and annuity contracts

    Case Studies/Assessments

    Case Study for Wealth Advisors: The Corporate Executive

    Length: 1 hour

    Price: $95

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    Course Description
    This simulated case study allows participants to evaluate skills in providing a high-net-worth client with fully integrated financial solutions. As the advisor to a highly compensated corporate executive, you’ll answer a series of in-depth questions testing your knowledge in four areas: financial planning, tax planning, estate planning and retirement planning. At the end of the case study, you will receive an overall assessment of your ability to apply knowledge to a client with a financial profile that closely mirrors many of the clients found in your organization’s wealth and trust portfolios.

    Audience
    The Case Study is designed for experienced wealth and trust advisors, with a minimum of 3-5 years working with high net worth clients.

    Case Study Benefits

    • Wealth and Trust Management business line managers can assess their employees’ knowledge of key topics that help create integrated financial solutions for high net worth clients

    • Advisors practice and receive feedback in a ‘safe’ environment, before putting skills to work in actual client situations

    • The Case Study provides a realistic client scenario, offering a high-impact learning experience with immediate feedback

    • The Case Study can be adapted to teams of advisors and used in subsequent coaching sessions

    • Web-based delivery allows users to access the Case Study from multiple locations

    Microsoft Office Course

    Microsoft Access 2000: Level 1
    Length: 4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment 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
    Length: 4 hours
    Price: $95

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

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length: 8 hours
    Price: $95

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    Course Description
     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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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 subform

    ·         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
    Length:     4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length:     4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length: 4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length:     4 hours
    Price: $95

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

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length:     4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length:     4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length:     4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length:     4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length:     4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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
    Length:     4 hours
    Price: $95

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    Course Description
    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.

    This course has a preassessment that will help you identify those portions of the course on which you should focus your time. You may retake the preassessment when you finish the course. The score on most recent taking of the preassessment 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

     

    Please send an e-mail to the Webmaster with questions.

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