Banking Foundations Online Training Courses

Transcription

1 General Banking Banking Foundations Online Training Courses Bank Service Provider Certificate Course Description: The Bank Service Provider Certificate is designed for individuals employed by companies that provide products and services to the banking industry. Bank service providers need a broad understanding of the banking business, including banking terminology, and can benefit from the same content used by the institutions they will be selling to and servicing. This curriculum provides participants with an understanding of the role that banks play, the products and services they offer, and the kinds of customers they serve. After completing this curriculum, participants will have a better understanding of the language of bankers, their core products, as well as the regulatory and ethical constraints under which banks operate. The five courses below must be successfully completed in order to earn the ABA Bank Service Provider Certificate. Banking Today Ethical Issues for Bankers Fundamentals of Consumer Lending Fundamentals of Small Business Banking Understanding Bank Products Bank Teller Certificate Course Description: The curriculum for the ABA Bank Teller Certificate addresses the expanding role of bank tellers by combining core cash handling courses with enhanced product knowledge and interpersonal skill development. At the center point of the curriculum is Teller Basics, a series of courses that teach critical skills of the teller role such as cashing checks, processing deposits and withdrawals, accepting cash payments, and preparing daily settlements of teller cash and proof transactions. Understanding that today's teller has a much broader scope than just handling cash, the certificate curriculum is augmented by courses that contribute to the overall professional development of the teller associates. These range from ethics, workplace conduct and bank product knowledge to being able to provide value-added customer service through a relationship sales approach. Required Courses: Banking Today* Dealing Effectively with Co-Workers Effective Client Referrals Essentials of Workplace Conduct Ethical Issues for Bankers Introduction to Relationship Selling Revitalizing Customer Service Teller Basics *ABA Principles of Banking may be substituted. Banking Today Course Description: Banking Today introduces new employees to the essential principles, concepts and operations of banking. The course explores the impact of banking on the economy, as well as trends on how banks operate as a business. The course provides a big picture perspective of the financial services industry and banking. Bank personnel new to the banking industry at all levels, specialists in non-banking functions such as marketing, information systems and human resources. Describe how banks organize to achieve their goals Describe the Federal Reserve's organization and function Explain how banks operate as a business to make a profit Summarize important federal laws and regulations affecting bank operations and practices 1

2 Examine the categories of bank products and services Describe bank challenges in the financial marketplace and trends likely to affect the future of banking. Branch Manager Certificate Course Description: The curriculum for the ABA Branch Manager Certificate prepares individuals to manage a banking office by covering banking essentials, sales management, people management, and business management skills. Retail branch managers manage the activities of branch offices and offer deposit and loan products to businesses and individuals. In addition to broad knowledge of banking and banking operations, the responsibilities of Branch Managers require expertise in lending, branch operations, staff supervision and development, sales management and customer service. This certificate addresses these core competencies, providing branch managers with the knowledge and skills they will need to drive their team and bank performance. Required Courses: you must complete the following courses: Banking Today* Building and Retaining Customer Relationships Calling on Small Business Customers Coaching for Success** Corrective Action** Effective Written Communication Ethical Issues for Bankers** Fundamentals of Consumer Lending Fundamentals of Small Business Banking Hiring the Best** Introduction to Relationship Selling Leveraging the Benefits of a Diverse Workforce** Managing Change** Managing for Employee Engagement** Managing Employee Performance** Rewards and Recognition** Presentation Skills Sales Coaching in the Bank Servicing and Growing Small Business Relationships Successful Sales Campaigns The estimated time to complete these 20 courses is approximately 39 hours. Students have access to the curriculum for one year from date of purchase. * ABA Principles of Banking may be substituted. **These courses are part of the ABA Supervisor Certificate. Students enrolled in the Branch Manager Certificate who have successfully completed the supervisor Certificate (self-paced or facilitated) will automatically receive credit for the identified courses. Customer Service Representative Certificate Course Description: The ABA Customer Service Representative Certificate addresses the knowledge and skills necessary to achieve superior performance in this important position within the bank. Customer Service Representatives (CSRs) conduct basic banking transactions and cross-sell bank products and services. Successful CSRs respond to customer needs with a thorough understanding of retail products and services and resolve customer problems with knowledge of pertinent bank policies and procedures. In addition to courses that address sales and customer service, the curriculum also emphasizes regulatory compliance, business ethics and banking fundamentals. Basic selling and cross-selling skills are covered as well. All 10 courses below must be successfully completed in order to earn the ABA Customer Service Representative Certificate. Banking Today* Building and Retaining Customer Relationships Cross-Selling Deposit Products Dealing Effectively with Co-Workers 2

3 Effective Client Referrals Effective Telephone Communication Ethical Issues for Bankers Introduction to Relationship Selling Revitalizing Customer Service Understanding Bank Products The estimated time to complete these 10 courses is approximately 25 hours. Students have access to the curriculum for 1 year from date of purchase. *ABA Principles of Banking may be substituted. Ethical Issues for Bankers Course Description: Ethical Issues for Bankers focuses on the ethical standards expected of financial services professionals. This course teaches how to be prepared to observe an institution's code of conduct and adhere to federal laws. This course examines the general guidelines that determine banking ethics, and introduces the ethical framework to perform upright decision-making. This course also explores typical ethical dilemmas that tend to occur in financial institutions, and how to apply a thoughtful four-step approach to such dilemmas. Bank personnel at all levels. Describe the importance of ethical practices in banking Identify the regulations that prohibit unethical practices in banking Define the nature and elements of ethical dilemmas Examine examples of ethical dilemmas and the principles that drive them Use the four-step approach to resolve ethical dilemmas. Personal Banker Certificate Course Description: The ABA Personal Banker Certificate provides a blend of banking knowledge and skills for Personal Bankers, sometimes referred to as Financial Services Representatives or Financial Services Associates, to enable them to provide full-service banking to customers by offering appropriate credit, deposit, and other banking services that meet customer needs and expectations. Personal Bankers often drive the sales and service function in the bank office or branch, and call on potential and current customers to develop new business relationships and to support customer retention strategies. They require broad product knowledge, including specific understanding of the different types of retail deposit and loan products, all of which are covered in this curriculum. Required Courses: You must complete the following courses: Banking Today* Building and Retaining Customer Relationships Consumer Credit Products Cross-Selling Deposit Products Dealing Effectively with Co-Workers Effective Client Referrals Effective Written Communication Ethical Issues for Bankers Fundamentals of Consumer Lending Fundamentals of Small Business Banking Introduction to Relationship Selling Introduction to Analyzing Financial Statements Managing Time at Work Teleconsulting Understanding Bank Products The estimated time to complete these 14 courses is approximately 43 hours. Students have access to the curriculum for 1 year from date of purchase. *ABA Principles of Banking may be substituted. Robbery and Bank Security Course Description: Robbery and Bank Security provides the tools needed to handle the most common security situations an essential part of every bank employee s job. In the course, students will learn the appropriate behavior for a robbery 3

4 situation and how to respond to bomb and kidnapping threats, and fire. Students are presented with some typical behaviors of con artists and given guidelines to follow if they suspect a potential con artist or financial scam. It also reviews daily bank security routines to ensure their own physical safety, as well as the safety of coworkers and customers. The course concludes with a discussion about the personal responsibility of employees to practice ethical behavior. Bank personnel in a retail branch environment. Demonstrate appropriate behavior before, during, and after a robbery Respond to bomb and kidnapping threats safely Recognize potential con artist behavior Demonstrate safe daily routines Practice ethical behavior Teller Basics Course Description: ABA Teller Basics is designed to onboard newly hired tellers. The 8 self-paced courses are based on the content in ABA s Today s Teller textbook and are designed to simplify new teller training, reduce teller training time and costs, and provide your new tellers with a working knowledge of teller fundamentals. The highly interactive courses are supplemented with industry best-practice procedures and off-line exercises that can personalize the experience to your bank. As a stand-alone program or as a supplement to your bank s on-the-line training, Teller Basics can significantly accelerate the process of preparing your new tellers to begin serving customers. Use of the program also ensures consistency in training across all bank locations. New Tellers Learning Objectives: The Role of the Teller: Introduces the four common work principles adopted by successful tellers and the seven main areas of responsibility for a teller. Handling Checks: Demonstrates the check items of negotiability; the principles of endorsements; and the warning signs for forged or altered checks. Processing Transactions: Provides an overview of the most common deposit and withdrawal transactions for checking and savings accounts as well as the regulations that govern processing procedures. Cash Handling: Introduces the features of U.S. currency along with the key security features associates with common currency denominations, cash compartments, and procedures for mutilated, unfit, altered, and counterfeit currency. Cash Balancing: Documents the basics of cash balancing and procedures to open and close teller drawers. Bank Services: Describes the negotiable instruments guaranteed by banks; guidelines for handling loan payments and bankcard transaction processing; the features and benefits of ATM, debit and other cards; and more. Robbery and Bank Security: Provides the tools needed to handle the most common security situations robbery, fire, bomb and kidnapping threats as well as scams and con artists. Providing Quality Customer Service: Provides an opportunity to sharpen communication abilities and enhance skills to serve a variety of customers, including managing difficult customers. ABA Universal Banker Certificate The ABA Universal Banker Certificate provides banking knowledge and skills needed for the newest and fastest growing role in retail banking. Universal bankers have multi-faceted job responsibilities, ranging from minimal cash handling and basic transactions to product and service sales, and referrals to other lines of business. The coursework in the certificate ranges from key product knowledge to relationship building, customer service, and expert referral skills. This certificate is designed to help new Universal Bankers cater to a changing customer mindset by being the single point of contact for walk-in customers and fulfilling sales, service and referral needs. This provides a seamless experience and adds value to new and existing customer relationships. Required Courses: All courses must be successfully completed in order to earn the ABA Universal Banker Certificate. Banking Today Building and Retaining Customer Relationships Consumer Credit Products Cross-Selling Deposit Products Dealing Effectively with Co-workers Effective Client Referrals Ethical Issues for Bankers 4

5 Introduction to Relationship Selling Presentation Skills Revitalizing Customer Service Understanding Bank Products The estimated time to complete these 11 courses is approximately 23 hours. Students have access to the curriculum for 1 year from date of purchase. Management Skills Coaching for Success Course Description: Coaching for Success provides managers, supervisors, team leaders and mentors with the knowledge and skills necessary to assess, plan, and carry out a performance coaching dialogue with an employee or mentee. Students will learn how to recognize a coaching opportunity and will develop skills and techniques for providing ongoing performance feedback. A simulated coaching dialogue enables practice in applying these skills in a typical coaching situation. Any employee responsible for coaching others with or without a reporting relationship. This could include managers, supervisors, team leaders and mentors. Differentiate coaching, by goals and methodology, from corrective feedback. 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 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. Any supervisor or manager who has responsibility for evaluating and documenting employee performance. Define corrective action and its significance. Describe an employee's performance or behavior gap specifically and objectively. Identify the steps of the progressive disciplinary model. Apply the progressive disciplinary process to disciplinary situations. Document corrective action completely by including the standard elements. Prepare for a corrective counseling session with an employee. Conduct a corrective counseling discussion with an employee. Take appropriate corrective action based on an employee performance or behavior issue. Hiring the Best Course Description: Hiring the Best teaches a structured interview process that enables bank managers to consistently identify, evaluate, and hire the best candidate for a job. Managers are taken step-by-step through the hiring process and learn to identify job requirements, measure and rate the skills needed for success in the job role, and how to conduct an efficient interview that follows legal guidelines and makes maximum use of interview time. Both effective and ineffective interview scenarios are presented to illustrate potential interview pitfalls. Techniques for evaluating and comparing candidates and conducting reference checks are provided. Any supervisor or manager who participates in the position analysis and selection and hiring of employees. Identify the job tasks, skills, and proficiency levels that make up a job analysis 5

6 Prepare effective interview questions to conduct a legal, thorough interview Follow proper guidelines for conducting an interview and pre-employment tests Evaluate and select the best candidate for a position in a legal manner Leveraging the Benefits of a Diverse Workforce Course Description: Leveraging the Benefits of a Diverse Workforce provides an explanation as to why valuing diversity makes good business sense. The course includes real-life scenarios to illustrate how to manage diversity issues by explaining the skills needed. It provides strategies for successful managers to recruit diverse work teams, encourage diversity of thought, and welcome differing opinions. The course defines stereotypes and describes potential solutions to discourage stereotyping and encourage diversity. The course includes exercise scenarios to apply the five-step process for handling conflict resolutions. For managers, supervisors, and all employees in leadership positions. Recognize the business case for diversity Define the management practices that support diversity in the workplace Explain the difference between diversity vs. stereotypes Apply the five-step process for handling diversity conflict resolution Managing Change Course Description: In Managing Change, you will learn about the typical effects that change events can have on individuals and organizations. It will teach you leadership strategies for approaching change. Through honing your communication skills and applying them to a four-step change communication process, the course will prepare you to better manage the impact of change. You'll learn to identify reactions to change and address them effectively. You'll learn how to gain commitment from others to support change and to take action. Ultimately, Managing Change will give you the skills to become a change leader in your organization. Any employee who is leading a group in a changing environment. 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 Performance Course Description: Managing Employee Performance provides a proactive approach to manage performance by leveraging the three stages in the Performance Management Cycle. This course examines the information you need before using the cycle that begins with the overall business objectives for your bank. It explains the first step in the communication process, which is to write clear and well thought-out performance objectives using six components. This course stresses the importance of ensuring employees clearly understand specific tasks they must accomplish and evaluating employee progress in meeting performance objectives. This course also describes the different aspects of constructive and timely feedback to employees. This course examines how to effectively review the results of employee efforts to meet individual performance objectives. Any supervisor or manager who has responsibility for directing, documenting and evaluating employee performance. Identify the stages of the Performance Management Cycle Describe the business objective for your bank Write clear, concise performance objectives Communicate expectations and monitor employee progress Provide timely formal and informal employee feedback Write fair and effective performance evaluations 6

7 Managing Employee Relations Course Description: Managing Employee Relations is designed to prepare bank managers for the challenges of managing employees in the contemporary workplace. This course provides a four-step strategy for managing employee relations-- compliance with legislation, managing diversity, handling work and personal issues, and fostering open communications. Managers review the legislation that protects employees from discriminatory and unfair practices, and learn what their legal responsibilities and requirements are when situations arise. Managers 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. Any manager or team leader with one or more reporting relationships. 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 Rewards and Recognition Course Description: Rewards and Recognition explores why reward the tangible symbol of that appreciation and recognition the acknowledgment and appreciation of a person's efforts are important to job satisfaction and employee retention. The course teaches the core principles and characteristics of recognition and the benefits that giving rewards and recognition can bring to individual employees, to the department or workgroup, and to the institution. The consequences of neglecting or withholding recognition are noted as well. The course focuses on how to plan, administer and implement an effective rewards and recognition program that utilizes both non-monetary and small-cost resources. The course provides the knowledge and skills necessary to recognize, reward, and motivate employees toward continued and improved performance. Any employee responsible for motivating staff regardless of the specific reporting relationships. This could include managers, supervisors, team leaders and mentors. 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 Supervisor Certificate Course Description: The ABA Supervisor Certificate prepares new and potential supervisors for their emerging responsibilities with a combination of leadership and managerial skills and by offering fresh insights on proven supervisory approaches. The courses in the program explore ways to interview, evaluate and select employees, while being mindful of legal considerations. The performance management process is reviewed in detail, with special attention placed on coaching, rewards and recognition, and corrective action. Managing employee relations is addressed through four major strategies: compliance with laws, managing diversity, handling work and personal issues, and fostering open communication among staff members. In addition, the certificate program includes a component on ethical practices in banking. Required Courses: You must complete the following courses. Banking Today Coaching for Success Corrective Action Ethical Issues for Bankers Hiring the Best 7

8 Leveraging the Benefits of a Diverse Workforce Managing Change Managing Employee Performance Managing Employee Relations Rewards and Recognition Team Leader Certificate Course Description: The ABA Team Leader Certificate is designed to help individuals develop the necessary skills to lead and manage effective teams. The courses in the program have been developed for bankers, and are presented in a banking context. The program is appropriate for bankers who have direct supervisory responsibility for team members and for bankers who collaborate with others in the bank on occasion to meet common objectives and achieve specific results. To build a successful team requires the knowledge and skills to build a climate of trust, leverage personal strengths of team members, manage team weaknesses, and set meaningful goals and expectations. Successful team leaders focus on both team purpose and individual tasks, promote shared responsibility for results, identify appropriate methods for rewards and recognition, and communicate effectively with team members and stakeholders. They also coach team members and help manage the change process. Required Courses: You must complete the following courses. Banking Today Coaching for Success Dealing Effectively with Co-workers Effective Written Communication Managing Change Meetings that Work Presentation Skills Rewards and Recognition Sales Skills Building and Retaining Customer Relationships Course Description: Part I Process and Strategy Building and Retaining Customer Relationships Process and Strategy provides tools on how to start, manage, and execute a sales portfolio. This course explains how to conduct the process and learn the strategies behind the sales portfolio process, from prioritizing clients to making sales calls. It presents sales portfolio techniques and strategies that have been proven effective. Throughout the course, students will review how to recognize, classify, and prioritize clients according to sales potential profiles. Part II Calling on Clients Building and Retaining Customer Relationships Calling on Clients explains how to use forms in the sales portfolio and apply other organizational principles. This course also teaches how to plan sales calls or contacts with portfolio clients. The strategic sales initiative in this course allows institutions to increase client satisfaction, promote client retention, and boost sales. This course is most appropriate for banking professionals who currently sell bank products to customers. Participants attending this class should have a working knowledge of their institution s products and services, basic sales techniques, daily planner scheduling and basic tele-consulting skills. Learning Objectives: After completing Part I: Process and Strategy, students will be able to: Describe the benefits of building and retaining client relationships through a well-managed portfolio and the steps associated with the portfolio process Set criteria that support sales and client retention Assess sales potential of clients After completing Part II: Calling on Clients, students will be able to: Organize a portfolio to support and track activity Plan for starting a portfolio at work Prepare for the initial contact with clients. 8

9 Calling on Small Business Customers Course Description: Calling on Small Business Customers provides guidelines on how to plan effective calls with small business clients. It explores the steps in the Call Planning Model and focuses on gathering resources and identifying goals for the call. This course also provides steps to strategize the actions to take during the call. Bank personnel responsible for face-to-face small business customer calls. Identify the importance of planning calls and setting call priorities Use the Relationship Selling Model and the Call Planning Model as tools for building and maximizing client relationships Develop action strategies to help you successfully close a call and build a strong business relationship. Prerequisites: There are no prerequisites for this course. This course builds on the student s experience and skills in using a needs-based selling cycle. A basic knowledge of business/consumer products and services would also be helpful. Cross-Selling Deposit Products Course Description: Cross-Selling Deposit Products offers logical steps for selling deposit products effectively. The course teaches how to conduct sales interactions with clients, and how to prepare for effective cross-selling to maximize sales of deposit products and ensure client satisfaction. Course exercises provide opportunities to practice cross-selling concepts through realistic client scenarios. Any bank personnel in a position to discuss deposit products and services with customers. Learning Objectives: At the conclusion of the program participants will be able to: Explain the importance of cross-selling Describe typical bank products and their features and benefits Interpret clues and identify customer needs Cross-sell deposit product solutions that match customer needs Respond to questions and objections from customers Close the sale or refer the customer. Effective Client Referrals Course Description: Effective Client Referrals provides branch personnel with the skills to provide valuable and effective referrals for core bank products such as deposit accounts and loans. By the end of the course, students will be able to identify sales and service opportunities and refer customers to the appropriate product specialist using effective referral techniques. In-bank and operations personnel who service client transactions and are in a position to identify referral opportunities. Describe what customers expect from their bank Identify the four steps in the Effective Referral Model Identify sales and service referral opportunities Match referral opportunities with the appropriate financial need type Make an effective referral using the appropriate referral technique Follow up with a client. Event Based Selling Course Description: Part 1 - Event-Based Selling-Preparing for the Event Event-Based Selling-Preparing for the Event explains the importance of having a purpose and objectives for attending an event. This course explores the advantages and disadvantages of a co-hosted or attended event, and explains the preparation strategies to consider before attending and events in order to foster a successful outcome. This course examines the characteristics within groups and how to use the commonalities to identify financial needs and provide appropriate financial products and services. Part 2 - Event-Based Selling-Executing the Event Event-Based Selling-Executing the Event provides opening techniques to start friendly conversations with clients during an event. This course provides networking ideas to ensure that various interactions during the event are valuable. This course also explores ways to plan out an approach to follow-up with contacts made at the event based on observations and information gathered. 9

10 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 Part 1: Event-Based Selling-Preparing for the Event, students will be able to: Determine the target audience and the type of group event Identify professional and personal group characteristics and their commonalities Explain how financial needs are driven by a customer s professional or personal life After completing Part 2: Event-Based Selling-Executing the Event, students will be able to: Practice relax to open techniques to help establish credibility with a client Demonstrate effective networking techniques for moving between conversations Apply the networking tips to ensure you are an effective networker Explain how to use the Customer Connection form for notes and a follow up strategy Introduction to Relationship Selling Course Description: Introduction to Relationship Selling explores the Relationship Selling Process to improve selling abilities and pay attention to client needs and expectations by focusing on techniques to prepare for the first encounter with a new client; use verbal and nonverbal communication; use open and closed questions and listening skills; present products and solutions; handle client objections and sell against the competition; and close the sale. Bank personnel who are involved in sales activities in a retail-banking environment. Describe the six step relationship selling process and how it relates to meeting your client s expectations Determine how to plan for the success of your sales interaction Take action to set a relaxing, positive, and professional sales climate and establish credibility with your client Determine how to uncover your client s needs by evaluating their situation Ensure client satisfaction through the suggestion of appropriate products and solutions to meet their needs Identify how to appropriately respond to client objections and concerns Determine actions to close and follow up with a client. Qualifying Mortgage Prospects Course Description: Qualifying Mortgage Prospects stresses that the most effective mortgage referrals are ones that best match your client s needs to the mortgage programs you offer. In this course, you will become familiar with many of the mortgage programs available in the current market including government and conventional mortgage programs. You will also learn how to refer a client to a mortgage specialist. Bank personnel who refer clients to mortgage specialists. Describe features and benefits of conventional fixed rate, adjustable rate, FHA, and VA programs. 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 client preparation and referral process. Referring Insurance and Annuity Clients Course Description: Referring Insurance and Annuity Clients provides the different types of insurance and annuity products and how to identify and refer clients who might benefit from those products. The course begins with a discussion of the bank s role in selling insurance and annuities, including the responsibilities as an unlicensed employee. It introduces the features and benefits of various insurance and annuity products, including disability insurance, healthcare insurance, property and casualty insurance, and liability insurance. This course will revisit the effective referral model that was introduced in the Effective Client Referrals course. Students will learn how to make a referral to a licensed representative. Note: It is recommended that learners new to client referrals and cross-selling complete the Effective Client Referrals course before taking this course. Bank personnel who have the opportunity to refer customers to designated, licensed insurance sellers in a bank. 10

11 Describe how insurance and annuities products and services address a client 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 Effective Referral Model to make effective referrals to bank-designated, licensed staff Referring Investment Clients Course Description: Referring Investment Clients teaches how to be professional in referring clients to a licensed securities specialist. The course begins by providing some history about how banks began to include securities products among their services. The course then provides an overview of securities products commonly offered by banks. Students will learn how to use a variety of clues to identify the clients recognized and unrecognized financial needs. In addition, students will learn how to gather information that a licensed investment specialist will find helpful as he/she works with a referred client. This course revisits the effective referral model that was introduced in the Effective Client Referrals course. Using the effective referral model will help clients see the value in referral suggestions and in meeting with an investment specialist. By applying the knowledge and skills students will be prepared to connect their clients with the resources they need and play a vital role on the bank s financial services. Bank personnel who manage client relationships and/or who are in a position to identify referral opportunities to licensed specialists. Note: The Effective Client Referrals course must be taken at least once before taking this course. Identify key regulations and guidelines banks must follow when offering investment products Identify benefits and risks associated with investment products Describe the basic features of common investment products Recognize clues and gather information to support and enhance a referral Use the Effective Referral Model to make needs-based, professional referrals Address common client concerns about following through on a referral Referring Trust Clients Course Description: Referring Trust Clients teaches how to identify potential trust clients and effectively refer them to the bank s trust experts. It examines the elements of a trust and the five primary reasons why clients want or need a trust. This course identifies the life events that could indicate the need for a trust product or service and match those needs to particular trust categories. The course will also examine agency and fiduciary accounts and their respective characteristics and benefits. Although students may not be expected to describe products or services to clients, an understanding of the benefits of trust accounts will enable students to identify needs, link those needs to trust products, and refer clients to a qualified trust expert by revisiting the effective referral model that was introduced in the Effective Client Referrals course. Bank personnel who manage client relationships and/or who are in a position to identify referral opportunities to trust specialists. Describe the five basic elements of a trust Identify the five key reasons clients need or want a trust Refer clients to the trust department using the Effective Referral Model Identify trust accounts that map to clients needs Relationship Selling to Small Business Customers Course Description: Relationship Selling to Small Business Customers describes how customer expectations can be met in each of the six steps of the Relationship Selling Process. It focuses on planning for a successful interaction and how verbal and nonverbal communication affects the customer s first impression. This course also provides techniques on how to effectively use open-end and closed-end questions and listen to the customer s financial needs based on business and operating cycles. This course explores ways to present products solutions by using transition and benefit statements. It also presents a three-step process to handle the customer s objections. This course offers methods to recognize the business customer s buying signals and close the sale. 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 take Fundamentals of Small Business Banking before enrolling in this course. 11

12 Identify the six steps in the relationship selling process Describe the key strategies for the small business market Use rapport-building techniques to establish a professional relationship with the small business customer Identify where a customer is in the business life cycle and the business operating cycle Present solutions that match customer needs Name the steps for handling objections Close the sale and follow up with customers. Revitalizing Customer Service Part 1 Basic Skills Revitalizing Customer Service: Basic Skills presents the ten basic customer service skills that clients expect from any business interaction internal and external. This course explores three communications methods for sharing information with clients, as well as the keys to effective listening that can have a positive influence on a client. Part 2 Handling Difficult Situations Revitalizing Customer Service: Handling Difficult Situations provides ways to overcome obstacles that cause stress and can keep employees form displaying good customer service. This course pinpoints the real source of a client s anger and helps employees accept the responsibility for ensuring an angry client feels their banking relationship is respected. Learning Objectives: After completing Part I, students will be able to: Describe the value of basic customer service skills Explain the role of communication providing customer service Describe how effective listening enhances your customer service skills After completing Part II, students will be able to: Explain the impact of stress on customer service delivery Explain how customer service skills can help with angry clients Sales Coaching Course Description: Part 1 - Sales Coaching to Support the Sales Process Sales Coaching to Support the Sales Process provides an approach to develop a long-term sustainable sales strategy for each individual on a sales team based on organizational and individual sales objectives. This course shows how to increase the potential of each salesperson by capitalizing on strengths and minimizing weaknesses. This course explores sales coaching techniques to enhance sales skills by focusing on the advantages of using joint calls and using role playing as a coaching tool. Part 2 - Sales Coaching to Sustain Sales Success and Motivation Sales Coaching to Sustain Sales Success and Motivation provides an overview on how to coach team members to sustain a high level of sales success within their varying roles and responsibility. This course focuses on maintaining momentum and morale for sales staff by using different sales coaching strategies and reward programs. This course stresses the importance of ensuring sales objectives are manageable and identifies the factors that affect the success of sales teams. Any person responsible for leading a bank sales team or sales campaign. Learning Objectives: After completing Part 1: Sales Coaching to Support the Sales Process, students will be able to: Identify the organizational sales structure of a sales team and each level's corresponding sales strategy Describe the sales coaching process and the techniques used to achieve sales goals After completing Part 2: Sales Coaching to Sustain Sales Success and Motivation, students will be able to: Match sales and coaching strategies based on job function Implement reward and recognition programs to motivate staff Coach individuals and team members to support the achievement of organizational goals Servicing and Growing Small Business Relationships Course Description: Servicing and Growing Small Business Relationships introduces the benefits of proactively following up with small business clients through monitoring financial information, client records, and resources to extend the business relationship beyond the initial sale. This course also explains the advantages of conducting site visits and what is required to uncover employee and business information. Bank personnel responsible for managing and growing a portfolio of small business customers. 12

13 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. Successful Sales Campaigns Course Description: In Successful Sales Campaigns, students will learn to effectively run a sales campaign using step-bystep 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. Any banking professionals who currently take part in sales campaigns. Execute the sales campaign process in your bank Effectively direct staff through the campaign Track results of the campaign. Tele-Consulting Parts I and II Course Description: Part I Teleconsulting: Planning the Call provides a planning strategy for professional bankers to prepare to make calls to clients. This course focuses on client profiles that are specific to each client in order to evaluate sales potential. To keep the reason for the calls focused and to make clients feel at ease from the start, this course explores the importance of creating call objectives, scripted introductions and questions. Part II Making the Call: Teleconsulting: Making the Call provides a strategy for professional bankers to make calls to clients in the most professional manner possible. It focuses on the unique challenges of telephone sales and the three-step approach to overcome clients' objections when presenting product features and benefits. This course explores appropriate ways to close the sale using the assumptive close, and six tips for using a system to follow up with clients. For Part I and II: Banking professionals who are familiar with the basic sales cycle and who need to plan outbound telephone service and sales contacts with an assigned customer portfolio. Learning Objectives: After completing Part I: Planning the Call, students will be able to: Describe the common challenges of teleconsulting Identify service and sales potential for existing customers Plan an interview that stays focused on the purpose of the call Prepare a call invitation to ensure customer participation Plan interview questions to verify customer needs After completing Part II: Making the Call, students will be able to: Establish a rapport and gain customer interest Make an effective teleconsulting product presentation Use scripts to handle common teleconsulting objections Use an organized follow up system Product Knowledge Consumer Credit Products Course Description: Consumer Credit Products provides definitions of consumer credit terms to assist in discussions with clients. This course explains the growth and demand of non-real estate related products such as credit cards, personal loans, personal lines of credit, and auto loans. It also explores real estate-related terms for home equity loans, home equity lines of credit, and loan to value ratios, and how to calculate the maximum loan amounts. Branch personnel who are responsible for discussing or selling consumer credit products. 13

14 Define basic consumer credit terminology to clients Identify features of consumer credit products Explain the two loan categories non-real estate-related and real estate-related along with the products associated with the categories Determine the maximum loan amount available based on collateral value for real estate-related products Credit Products for Small Businesses Course Description: Credit Products for Small Businesses describes the differences between product features and the benefits of credit products and how to communicate them to drive home the advantages to the customer. This course explains how to match product needs to the customer borrowing cause, loan purpose, and business cycle clues to make the sale. 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. Distinguish between product features and product benefits Describe the features and benefits of: Lines of credit Term loan Business credit card Letters of credit SBA-guaranteed loans Match small business credit products to client needs Deposit Products and Services for Small Businesses Course Description: Deposit Products and Services for Small Businesses provides an understanding of general banking needs. The course discusses common deposit and non-credit products by focusing on the benefits to the small business client. Special emphasis is placed on connecting the needs of different bank products with the life cycle of the business. Bank personnel who are new to the small business market and are responsible for providing services to small business customers. Objectives: At the conclusion of this course, participants 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 Identify the life stages of a small business and the products and services that target the small business client s needs. Fundamentals of Consumer Lending Course Description: Fundamentals of Consumer Lending covers the basics of consumer credit including terminology, categories of credit, and credit worthiness. It explains the application process and the actions required to ensure bank compliance with regulations. The exercises in this course provide practice for a higher comfort level with consumer credit and increased credibility when interacting with clients who apply for consumer credit. Any bank personnel with little or no experience in consumer lending. Describe consumer credit basics including examples of consumer credit, the consumer credit operations of a bank, and the credit application process Define basic categories of consumer credit and terminology Explain how banks make money from loans including which rate types banks use, which factors determine loan pricing, and which loan cost categories affect loan profitability Describe the credit evaluation and decision-making systems, namely the Five C s of Credit and credit scoring Summarize the impact of bank regulations upon the credit application process 14

15 Fundamentals of Small Business Banking Course Description: This course provides students with the knowledge and skills to interact successfully with small business customers. It defines and explores core business terminology such as business legal structures, business types (industry sectors), operating cycles, and business life cycles will be defined and explored. The course also examines business cycles and how they drive the need for bank products and services. Bank personnel who have had limited exposure to the small business market but are responsible for servicing or selling to small business customers. Identify common characteristics of small business markets Describe different business legal structures Identify common characteristics of small business markets Match business products and services to business cycles Compare the operating cycles of various business types Identify the life stages of businesses. Introduction to Analyzing Financial Statements Course Description: Introduction to Analyzing Financial Statements presents students with the tools needed to analyze financial statements with confidence. After reviewing the importance of analyzing financial statements in the small business lending process, students will learn the terms and steps associated with analyzing financial statements, including the income statement, the balance sheet and the cash flow statement. By the end of the course, students will have a better picture of what is required in analyzing financial statements, and know how to explain their interpretations of the financial information. 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. 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 step Analyze an income statement and balance sheet Calculate and interpret key ratios Perform a simple cash flow analysis Introduction to IRAs Course Description: Introduction to IRAs trains bank personnel on key concepts about IRA product features and benefits, contribution, and distribution requirements. The course discusses traditional, rollover, and Roth IRAs, including the new conversion rules, as well as Simplified Employee Pension Plans and SIMPLE Retirement Accounts. It also presents information about IRA tax benefits and penalty calculations. The 2013 updated version provides an overview of IRA withdrawal requirements and includes a series of unique reference tools that participants can print and use on the job. Also included is a PowerPoint with course highlights and a comparison of key product features. The slides can be used independently in subsequent training discussions as needed. Students will gain a greater understanding of how IRAs work, which will enhance their ability to increase IRA sales and improve customer service. All bank personnel who require a basic understanding of IRAs including experienced tellers and new accounts representatives, personal bankers, platform assistants, branch managers, trust administrators, and private bankers Describe the types of Individual Retirement Accounts, including contributions rules Tradtional IRAs Roth IRAs Rollover IRAs Simplified employee pension plans SIMPLE retirement accounts and 401(k) plans Explain the IRA withdrawal requirements Personal Tax Return Analysis Course Description: Personal Tax Return Analysis is designed to teach students the basics of analyzing personal tax returns. The course begins with a discussion about analyzing personal tax returns to determine a projected income. Students will learn about income trends, recurring versus non-recurring income, and how tax returns can be used as a sales tool. By the end of the course students should be confident in analyzing personal tax returns. 15

16 Bank personnel who are in a position to use personal tax returns from clients for lending analysis. 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 Retirement Products for Small Businesses Course Description: Retirement Products for Small Businesses explores the advantages to small businesses when offering retirement plans. It describes the five retirement products and their general characteristics to match to specific client business needs. This course also compares client needs throughout the business life cycle to product characteristics. This course introduces a referral process to make effective client referrals to retirement specialists, ensure client satisfaction, and refine client communication skills. Bank personnel responsible for managing small business relationships with responsibilities for referring and/or selling retirement services and products. 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 Small Business Borrowing Course Description: Small Business Borrowing provides describes the characteristics of the small business market that make it an attractive source of potential business. This course explores the overall relationship between the borrowing cause, loan purpose, and repayment source to better understand the small business client credit needs. This course also explains the key steps to effectively communicate credit decisions to clients. 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. Describe small business market characteristics Identify borrowing causes, loan purposes, and repayment sources Effectively communicate approvals, counter-offers, and declines. Understanding Bank Products Course Description: Understanding Bank Products is designed to provide an overview of the products and services offered by banks to meet the needs of consumers and small businesses. Gaining knowledge of the range of products offered by a bank will enable employees 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. The course is designed for branch client-contact personnel with at least six months experience. Those would benefit most include tellers, new accounts representatives, personal bankers, platform assistants and branch manager trainees. 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. 16

17 Workplace Skills Dealing Effectively with Co-Workers 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. Banking professionals at all levels. 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 Effective Telephone Communication Course Description: Effective Telephone Communication covers fundamental skills and techniques for using the telephone professionally on the job, including tips for cell phone users. This course emphasizes the importance of the telephone as a technology tool. It provides practical guidelines and practices for its effective use in common business settings. Branch and administrative office staff who answer calls or make calls to customers and other bank staff. This is appropriate for call center staff as an introduction to telephone skills. Prepare for typical calls Set up your 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. Effective Written Communication Course Description: Effective Written Communication offers techniques and tools on how to write clearly and competently for business professions. This course illustrates how to plan, write, revise, and polish writing in a systematic way, and includes hands-on exercises. It provides examples of effective and ineffective writing, and how to improve various types of written communication. Anyone who writes business correspondence such as letters to customers, memos, faxes, or messages. 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 Essentials of Workplace Conduct Course Description: Essentials of Workplace Conduct explores the four principles that guide appropriate actions to take in unfamiliar situations. It explains how to handle complex introductions in a business setting with people who hold a variety of positions. This course explains how your appearance can have a great impact on how others perceive you. The course also addresses etiquette factors in the work environment and in offsite work situations. Bank personnel in the branch and administrative office environments. 17

18 Define the four guiding principles of business etiquette Introduce yourself or others appropriately to reflect professional hierarchy Describe professional dress code and the effect of not following the code Explain how workplace behavior can affect others Explain how the rules of business etiquette apply to work situations out of the office Improving Productivity Course Description: Improving Productivity introduces you to the main elements of productivity, and provides you with guidelines on how to evaluate and improve productivity in your workplace. In this course you will learn how to consistently and systematically apply a six-step process to resolving productivity problems in your work environment. You begin the process by carefully investigating what events, processes, or procedures led to the problem. Once you have identified the source of the problem you will begin to look for opportunities to improve the end result. You ll also learn that one such opportunity is understanding the value of your work group in this process. The steps you will learn about in Improving Productivity will keep you focused on what needs to be done to resolve problems and enhance current productivity levels. Any employee that leads a work team on a full or part-time basis. 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. Managing Time at Work Course Description: In Managing Time at Work, you will learn how to make your time at work more productive. You'll learn to create daily plans that focus your energies on business priorities in your workday. Additionally you'll learn techniques to manage your work area, interruptions, telephone calls, and other daily activities that take valuable time away from your workday. You'll be able to customize these steps and techniques into a daily planning system that works for you. By understanding these techniques and constructing your own plan, you'll be more productive. Bank personnel who are not currently using an organized method to plan and manage their time or who want a refresher. This includes any bank employees who are responsible for completing varied tasks in a typical day. Plan your time effectively Create a task management plan Organize the workspace Manage interruptions and daily activities Meetings That Work Course Description: Meetings That Work provides effective tips to lead meetings and use them as opportunities to communicate, solve problems, and make decisions. It covers the appropriate reasons for holding meetings and the characteristics and typical structure of meetings. This course explores key areas of a useful agenda and appropriate room set up. This course also provides tips on how to foster meeting participation and handle problem behaviors. This course provides meeting tools to successfully plan and facilitate different types of meetings. Anyone who leads or participates in meetings within or outside an organization. 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 Use meeting technology effectively for virtual meetings. 18

19 Presentation Skills Course Description: Presentation Skills provides ways to determine the presentation benefits for the audience, including remote audiences. It explains the best practices for controlling nervousness by recognizing the symptoms of nervousness and treating them. This course also explains how to create effective presentation openings and professional attentions getters. This course focuses on techniques to maintain the attention of the audience visually and verbally. It explores the four steps in asking questions, and it describes techniques in dealing with disconnected or negative audiences. This course provides effective closing techniques to connect to the purpose statement. Any bank employee who makes stand-up, verbal presentations to schools, community groups, business prospects, staff, senior management, and so on. Write a purpose statement for their presentation topics. Write an opening statement that catches the audience s attention. Identify components of a presentation that gain attention and keep interest. Describe effective uses of visual aids (flipcharts and overheads). Define and demonstrate the benefits of using open-ended and closed-ended questions. Develop a closing statement that calls the audience to action. List methods for dealing with disruptive audience members. Identify ways to control nervousness. Demonstrate appropriate body language. Deliver a presentation that meets the needs of the audience. Prepared by New York Bankers Association, A Local ABA Training Provider Elisa R. Legg, Senior Vice President New York Bankers Association Tel: elegg@nyba.com September 16,