TELLER TRAINING... 5 LENDING, CREDIT & NEW BUSINESS. 43 MODERN TELLER TRAINING SECURITY TRAINING COMPLIANCE TRAINING...

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2 ////////// table of contents /////////////////////////////////////////// TELLER TRAINING... 5 Understanding Personal & Bsiness Banking Prodcts Frad: All the Basics Unmasking the Forger...7 Rip-Offs: Preventing Cash-Based Scams... 8 America s Most Wanted Drg Criminals...9 Bank Secrecy Act Today....9 Confidentiality: Information Protection...10 Preventing New Accont Frad: Cstomer Identification & Verification...11 Overview of Key Deposit Regs Dress for Sccess: Yor Personal Bsiness Style How to Identify Sspicios Activities & Transactions...13 Banker Style: Dress Like a Professional withot Breaking the Bank...13 What is Check Kiting?...14 A Matter of Integrity:An Ethics Program for Bankers...14 Understanding the Check-Clearing Process...14 Exploring the Basics of Banking Cash-Handling Basics...14 Negotiable Instrments & Endorsements Money Facts & Featres Basic Banking Etiqette...16 More Basic Banking Etiqette...16 MODERN TELLER TRAINING MTT5 Corse 1: Yor Role as a Professional Teller MTT5 Corse 2: Handling Cash MTT5 Corse 3: Checking & Savings Transactions MTT5 Corse 4: Making the Check-Cashing Decision MTT5 Corse 5: Additional Bank Prodcts & Services MTT5 Corse 6: Balancing Ot MTT5 Corse 7: Forgery & Signatre Verification...24 MTT5 Corse 8: Detecting Conterfeits MTT5 Corse 9: Preventing Frad MTT5 Corse 10: Yo & Yor Cstomers MTT5 Administrator s Gide...25 COMPLIANCE TRAINING Confidentiality: Information Protection...28 How to Identify Sspicios Activities & Transactions...29 Overview of Key Deposit Regs Fair Lending: For All Employees America s Most Wanted Drg Criminals...31 Fair Lending: Yo Make the Difference CRA: Making a Difference in the Commnity CRA:What Every Employee Needs to Know...32 Legal & Compliance Aspects of Deposit Acconts BSA: What Every Employee Mst Know...34 RESPA: Real Estate Settlement Procedres Act...35 Bank Secrecy Act Today Opening New Acconts: Compliance & Legal Responsibilities for Retail Acconts Americans with Disabilities Act: Cstomer Cortesies Opening New Acconts: Compliance & Legal Responsibilities for Commercial Acconts & Other Acconts Basic Types of Brokerage Investments...37 Reg CC: An Overview for All Employees...37 Overview of Key Lending Regs...38 Exective Briefing on Strategic Secrity Isses...38 Credit: It s in Yor Control Federal Financial Privacy Isses...40 Gramm-Leach Bliley Act Fair Credit Reporting Act...40 Right to Financial Privacy Act Residential Mortgage Lending Series Reg E: EFT Essentials for All Employees LENDING, CREDIT & NEW BUSINESS. 43 Understanding Personal & Bsiness Banking Prodcts CRA: Making a Difference in the Commnity Real Selling: A 5 Program Series How to Redce Loan Docmentation Risk CRA:What Every Employee Needs to Know...46 Overview of Key Lending Regs Basic Sales Steps for Calling Officers: A 7-Program Series Confidentiality: Information Protection...48 Credit: It s in Yor Control Fair Lending: For All Employees RESPA: Real Estate Settlement Procedres Act...51 Fair Lending: Yo Make the Difference Residential Mortgage Lending Series SECURITY TRAINING Secrity: Protection & Prevention Unmasking the Forger...56 Robbery: What Every Employee Mst Know Confidentiality: Information Protection...58 Emergencies: Preparing for the Unpredictable Frad: All the Basics Exective Briefing on Strategic Secrity Isses...60 Robbery: Are Yo Ready? BSA: What Every Employee Mst Know...62 Preventing New Accont Frad: Cstomer Identification & Verification

3 ///////////////////////////////////////////////////////////////////////////////// How to Identify Sspicios Activities & Transactions Bank Secrity Today 2 Series...64 Rehearsal for Robbery...64 Close-p on Frad...64 Rip-Offs...64 Payment on Demand...64 Srprise Package...65 Open with Care Robbery: Teller & Management Procedres Safe Deposit Secrity Extortion...66 Importance of Confidentiality...66 Bank Secrity: Kidnap/Extortion Call ATM Secrity:The Critical Moment...66 Rip-Offs: Preventing Cash-Based Scams th Edition Bank Robbery Kits...68 PERSONAL BANKING ESSENTIALS. 71 Frad: All the Basics Sccessfl Cstomer Service & Sales Determining Cstomers Needs Rip-Offs: Preventing Cash-Based Scams Confidentiality: Information Protection...75 In Control: How to Manage the Angry & Emotional Cstomer...76 Legal & Compliance Aspects of Deposit Acconts I Didn t Sign On to Sell! Series...78 How to Identify Sspicios Activities & Transactions Overview of Key Deposit Regs Robbery: Are Yo Ready? Overview of Key Lending Regs...81 Secrity: Protection & Prevention Understanding Personal & Bsiness Banking Prodcts Preventing New Accont Frad:.... Cstomer Identification & Verification...83 Close Up on Frad...83 Importance of Confidentiality...84 A Matter of Integrity: An Ethics Program for Bankers...84 Opening New Acconts: Compliance & Legal Responsibilities for Retail Acconts Opening New Acconts: Compliance & Legal Responsibilities for Commercial Acconts & Other Acconts What is Check Kiting?...84 Key Commnication Skills for the New Acconts Person..84 CUSTOMER SERVICE Cross-Servicing: Making Good Things Happen for Yor Cstomers...86 Everybody s Somebody s Cstomer Cstomer Service is a Contact Sport...87 Basic Banking Etiqette More Basic Banking Etiqette...88 Key Commnication Skills for the New Acconts Person..90 Telephone Skills Telephone Receptionist Star Service Soltions How to Handle the Difficlt Cstomer Cstomer Service: It s Good Bsiness & It s Everybody s Bsiness In Control: How to Manage the Angry & Emotional Cstomer...91 Wold Yo Do Bsiness with Yo? How to Better Serve Yor Senior Cstomer...92 Determining Cstomers Needs I Didn t Sign On to Sell! Series...94 Teamwork, Pride & Professionalism Cstomer Retention & Service Qality Yor Image is on the Line What Do Yo Do After Yo Say Hello?...95 A Management Perspective on Cstomer Retention & Service Qality SALES TRAINING Basic Banking Etiqette...98 More Basic Banking Etiqette...98 Cross-Servicing: Making Good Things Happen for Yor Cstomers Basic Types of Brokerage Investments Sccessfl Cstomer Service & Sales Listening for Sccess Banks Shold Market the Nieman-Marcs Way Marketing with a Smile Cross Sell Caper: Cass of the Missing Opportnities Key Commnication Skills for the New Acconts Person. 102 Determining Cstomers Needs I Didn t Sign On to Sell! Series ORIENTATION & PROFESSIONALISM Everybody s Somebody s Cstomer Dress for Sccess: Yor Personal Bsiness Style How to Work with Difficlt & Diverse People: A Srvivor s Gide Understanding Personal & Bsiness Banking Prodcts In Control: How to Manage Table of Contents Contines on Page 4 3

4 ////////// table of contents ///////////////////////////////////////// the Angry & Emotional Cstomer Banker Style: Dress Like a Professional withot Breaking the Bank Basic Banking Etiqette More Basic Banking Etiqette Cross Servicing: Making Good Things Happen for Yor Cstomers Workplace Violence: The Calm Before the Store How to Be a 5-Star Professional Sexal Harrassment: It s Serios Bsiness Understanding the Lending Process Basic Banking Prodcts Made Simple The Importance of Accont Profitability Commnication Skills Financial Services: A Vale-Added Bsiness What Do Yo Do After Yo Say Hello? Exploring the Basics of Banking Importance of Confidentiality Understanding the Check-Clearing Process A Matter of Integrity: An Ethics Program for Bankers MOTIVATION & PERSONAL PERFORMANCE Everybody s Somebody s Cstomer Sccess Throgh Self-Esteem A Matter of Integrity: An Ethics Program for Bankers Teamwork, Pride & Professionalism Commnications Skills In Control: How to Manage the Angry & Emotional Cstomer How to Work with Difficlt & Diverse People: A Srvivor s Gide Wold Yo Do Bsiness with Yo? Energizing Yor Performance MANAGEMENT ISSUES & EMPOWERMENT Coaching I: Improve Employee Peformance Throgh Coaching Coaching II: More Techniqes to Improve Employee Performance Exective Briefing on Strategic Secrity Isses Sccessfl Cstomer Service & Sales I Didn t Sign on to Sell! Series A Systematic Approach to Condcting Effective Peformance Appraisals Sexal Harassment: It s Serios Bsiness Determining Cstomers Needs Commnication Skills Workplace Violence: The Calm Before the Storm How to Work with Difficlt & Diverse People: A Srvivor s Gide Be Prepared to Speak Management Principles for New Women Managers How to Motivate Yor People Time Management Spervisory Training: One of the Gang How to Sccessflly Manage Change Problem Focs vs. Otcome Focs Delegating Responsibility Incentives: How to Make them Work for Yo Selection Interviewing: How to Hire the Right Person for the Job Goal Setting Performance Appraisal Commnication Skills Interviewing Skills TRAINING MANAGEMENT How to Make Time for Training A 3-Step Formla for Training Design Energizers Yo Can Bank On How to Promote Training in Yor Instittion Ways To Enhance Adlt Learning Training Manager: Yo Are the Ultimate Coach How to Track Training Reslts The 8 Roles of the Training Manager Professionalism in Training Creative Training Techniqes Tips to Improve Yor Presentation Skills Incorporating the Corporate Cltre in Training Condcting Effective Role Plays Coaching: The Spervisor s Critical Role in the Training Process //// icon legend //////////////////////////// Program available on tape. Program available on DVD disc. Program available on Online Streaming Video. 4

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6 Understanding Personal & Bsiness Banking Prodcts PB-101 Today s Personal Banker mst know more than ever before prodcts, services, legal and compliance isses, docments and disclosres. They mst also know how to spot frad, how to verify identity, how to cross-sell, p-sell and so mch more. As a reslt of this corse, employees will: Learn 9 key responsibilities of the Personal Banker Understand key confidentiality gidelines Learn an easy-to-se 6-point system for classifying bank prodcts Know FDIC insrance gidelines Understand prodcts & services available to retail cstomers Learn abot prodcts & services available to bsiness banking cstomers Part of or poplar Personal Banking Essentials series, this program provides the basic fondation reqired for all new acconts personnel. Adience....All frontline staff Rnning Time...31 mintes 6

7 Frad: All the Basics RB-122 Check frad increases 25% each year. Empower employees with knowledge inclding: Unmasking the Forger DL-101 Did yo know that financial instittions lose almost a billion dollars a year de to forged checks? Check kiting & check washing Common check frad schemes like Charity Scam & others Reg CC How to read the MICR line Check-clearing & float Federal Reserve Bank Districts How to detect bogs checks How to recognize government checks & travelers checks Secrity featres on checks How to evalate & examine ID Part of or excellent Secrity Series, this program will prepare employees to recognize the varios types of frad that banks sometimes fall victim to. Stop frad and forgery losses with this exceptional video training corse. Created by well-known docment examiner Robert A. Massie, who served as an expert witness in State and Federal corts, this otstanding program covers: How color copiers & trick photography are sed to create bogs I.D.s How to identify a genine signatre What methods are sed for forging a signatre How to spot a forgery in less than 5 seconds by sing a niqe 4-point evalation process As we address new forms of white collar crime like identity theft and others, it s imperative that yor employees be prepared. This is a mst-have program for yor training library. Adience....All employees who handle checks Rnning Time...20 mintes Adience.... All departments and employees Rnning Time...28 mintes 7

8 Rip-Offs: Preventing Cash-Based Scams RB-124 Every hor of every day, more than $6 million dollars is lost to frad in the USA alone. And yet, frad is the most nderreported crime in the contry. It s a fact: with crcial training, yor employees can help protect yor cstomers from becoming victims of criminal con artists. By watching re-enactments or the most commonly perpetated scams, employees learn how to recognize cash-based rip-offs, inclding: Pigeon drop play Sweepstakes scams Home repair schemes Bank examiner scam Nigerian or advance fee scam Night deposit scam ATM scams Help protect yor cstomers and yor employees. US Marshall Dennis Marlock shows who is victimized which employees, which cstomers and why. The Bank Protection Act reqires yearly secrity training for all employees, even part-time employees. With this training and information, yo can help stop a cstomer, an employee and yor instittion from becoming victims. Adience....All departments and employees Rnning Time...21 mintes 8

9 America s Most Wanted Drg Criminals EC-129 This is an excellent re-enactment of a real money-landering scheme. The program shows how vigilant bank employees help ncover a scam by following the Bank Secrecy Act (BSA) gidelines. The dramatization emphasizes the key role tellers play in ncovering these schemes. They are the bank s first line of defense. This re-mastered program has excellent spport material that provides mst know detail on BSA. And, for yor convenience, a test on BSA the information in the spport material is also inclded. Yor frontline staff is the first line of defense against money landering. By following BSA gidelines, they can help stop criminal scams. Adience....All employees, especially those who handle cash Rnning Time...17 mintes Bank Secrecy Act Today EC-136 This comprehensive, 2-part program is for frontline personnel and anyone who handles cash. Part 1: How Well Do Yo Really Know Yor Cstomers? Depicts a news story that follows a money-landering scheme that was bsted by vigilant bank employees. Part 2: How to Complete FinCEN Form 104 Alerts employees to changes in the form and potential pitfalls that cold reslt in noncompliance penalties. It also covers: A line-by-line demo of how to properly complete Form 104 Know Yor Cstomer rles Civil & criminal penalties Cstomer relations isses like: Do yo tell the cstomer yo are filing a CTR? How to spot sspicios activities & transactions An overview of BSA rles & regs Qiz to test knowledge Bons Content Spport material for this program incldes a checklist for management to help yo ensre that yor bank is in compliance. Adience....Frontline, operations personnel Rnning Time...58 mintes 9

10 This is a tre ID theft story an innocent person arrested for writing bad checks. Checks that were written in her name by an ID thief. Checks that were nwittingly issed to the con artist by a financial instittion. Confidentiality: Information Protection RB-123 Protecting information is essential. This content-rich program covers: This program offers basic, need-to-know information, providing ongoing reinforcement and refresher training for years to come. Great real-life role plays and scenes of the many ways people s identities are stolen today, inclding a compelling story of a cople who lost everything de to identity theft. Avoid compliance penalties de to lack of knowledge, negligence, and more. Featring timely and important topics, this program was designed to get employees p to speed ASAP. Adience....All employees Rnning Time...23 mintes CIP & Patriot Act Violations & penalties Safegarding bank information Protecting cstomer information Social engineering, breeder docs Ploys to gain access to data Fradlent reference checks Scams sing ID & credit of recently deceased persons Effects of ID theft on the bank and its cstomers Examining ID What to look for Yor role in preventing ID theft 10

11 Preventing New Accont Frad: Cstomer Identification & Verification PB-103 All employees are reqired to make... every reasonable effort to ensre the identity of persons reqesting accont stats at yor bank. As a reslt of this program, employees will: Understand their role in preventing frad when opening acconts Recognize common types of new accont frad Know how to verify ID & docmentation reqired to open an accont Recognize behavioral & processing red flags when opening acconts Understand compliance laws related to preventing frad As part of or Personal Banking Essentials Series, this program will give yor employees a basic nderstanding of frad prevention. Common types of frad covered inclde identity theft, cash back scam, paper hanging scam and phony claim scam. It also covers the Identity Theft and Assmption Deference Act of 1998 and the USA Patriot Act of This program wold benefit all employees, bt at a minimm, it s a mst-see program for every person who opens acconts. Adience....All employees Rnning Time...24 mintes Reglations are important to all of s. They protect or money and protect or financial rights. Overview of Key Deposit Regs EC-130R Every cstomer contact employee tellers, personal bankers, cstomer service reps pls operations and other key employees need a basic nderstanding of these reglations Featring the most crrent reglations, this corse will help yor employees nderstand what each of these deposit regs mean to the bank, yor cstomers and to their jobs. As a reslt of this program, yor employees will know the basics of 6 key deposit reglations. This program covers: BSA: Bank Secrecy Act Reg CC: Expedited Fnds Availability Reg DD: Trth in Savings Reg E: Electronic Fnd Transfers Reg D: Eligibility of NOW Acconts Reg Q: Interest on Deposits Employees learn why each reg was created its prpose and how it affects yor instittion and cstomers. Comprehensive spport material and a qiz are inclded. Adience....All frontline staff Rnning Time...25 mintes 11

12 Whether yo ve been on the job for years or are new to the workplace, yo ll learn the wardrobe essentials that reinforce yor image as a capable, polished professional. Dress for Sccess: Yor Personal Bsiness Style PR-111 Fashions go in and ot of style, bt Dress for Sccess, or first-ever animated program, was designed to be timeless. The animated format allows s to present simple illstrations withot showing specific trends or styles. Becase Dress for Sccess will never go ot of style, this may be the last wardrobe program yo ever have to by. Dress for Sccess demonstrates how both men and women can pt together complete and classic wardrobes sing jst 5 or 6 moderatelypriced pieces of clothing they can mix and match. Talking to employees abot their wardrobes can be ncomfortable. However, dressing appropriately doesn t have to be difficlt. Cstomers prefer to give their money to someone who looks trstworthy. Let s show yor employees how to look the part. Adience....All employees (especially new hires) Rnning Time...15 mintes 12

13 How to Identify Sspicios Activities & Transactions EC-126R This money-landering Bank Secrecy Act video corse ses extensive role plays to show employees: How to recognize sspicios transactions & activities How to apply the Know Yor Cstomer rles so that sspicios activities are not overlooked or cstomers are not reported in error What to do when a sspicios transaction is identified Instances in which both a CTR & SAR mst be filed Employees also learn common money-landering tactics like layering, placement and strctring, as well as illegal se of wire transfers. This corse was pdated in 2005 to reflect the most crrent BSA rles regarding sspicios activities and transactions. It s important for yo to recognize sspicios activity at the start of the landering process. The best way to do that is to know yor cstomers. Adience....All employees, especially frontline personnel Rnning Time...20 mintes Banker Style: Dress Like a Professional withot Breaking the Bank PR-108 As yo know, it is very ncomfortable to talk to employees abot their attire, hygiene and other sensitive personal topics that impact the workplace. So let this exceptional video resorce do it for yo! Has bsiness casal become less bsiness and more casal? Employees learn what is appropriate bsiness casal as well as how to bild a basic bsiness wardrobe. Banker Style covers: Bilding a basic, cost-effective bsiness wardrobe Bsiness casal Facial hair beards & mstaches Hair styles & colors Hygiene & grooming Skirt lengths Footwear Banker Style shows yor employees veterans, new hires, even prospective employees how to dress appropriately and project a professional image on the job for a minimal investment. Adience.... All employees (especially new hires) Rnning Time...20 mintes 13

14 What is Check Kiting? TT-105R Exploring the Basics of Banking This program shows what check kiting is, how kites operate and otlines prevention and detection techniqes. Adience....All frontline staff Rnning Time... 9 mintes A Matter of Integrity: An Ethics Program for Bankers BAI ES-104 This very special video training program helps yo deal with the delicate sbject of employee theft. Unlike other programs, Integrity takes a positive approach to help yo remind employees of the special trst placed in them by the instittion and its cstomers. Role plays depict pressres that can lead good people astray and the conseqences. Adience.... All Employees Rnning Time...10 mintes Understanding the Check-Clearing Process TT-107 Details how checks move throgh the payment system; how check processing affects the instittion and its cstomers; key checkpoints. Incldes Reg CC retrn item and endorsement rles. BAI ES-103 This video program presents the world of retail banking. Five separate segments cover: The World of Banking A Loyal Cstomer The Departments in a Bank Paths to Profit Satisfying Cstomer Needs While each video segment rns from 3-7 mintes, it takes abot 4 hors to complete the workbook activities, readings and exercises in this package. Adience....All Employees, new hires Rnning Time...25 mintes Cash-Handling Basics TT-110 By knowing and following proper cash-handling procedres, yor employees will keep an accrate record of each day s fnds. Balancing errors will be redced pls cstomers will be served more efficiently and more accrately. Employees learn: How to organize a cash drawer Cash drawer secrity measres How to cont crrency sing 2 common conting methods Excellent spport material pls a test accompany this program. Adience....All cash-handling staff Rnning Time...10 mintes Adience....All new employees, operations personnel Rnning Time...14 mintes 14

15 Negotiable Instrments & Endorsements TT-103A/B This 2-part program is designed for tellers and other frontline personnel. It covers: Part 1: Negotiable Instrments Employees learn that a negotiable instrment: mst be in writing and signed by the maker/drawer; contains an nconditional promise to pay a fixed sm of money; is payable on demand or at a fixed ftre date; and is payable to a specific person/bearer. Part 2: Endorsements Employees learn the 5 types of endorsements: blank/doble blank; restrictive; special; conditional and qalified. For more in-depth information on these topics, try the Modern Teller Training 5 workbook-based program, Making the Check- Cashing Decision Corse 4 and Additional Bank Prodcts, Services & Transactions Corse 5. Adience....All tellers and frontline personnel Rnning Time...14, 9 mintes Money Facts & Featres TT-111R Millions of dollars in conterfeit crrency are passed every year. To protect yor bank from frad, it is essential that all cash-handling employees know the featres of U.S. crrency. This program incldes examples of the most recently pdated and re-designed bills. Pls the video shows employees: How to detect conterfeit bills What to do and say when a conterfeit bill is detected Excellent spport material pls a test accompany this program. Adience...All cash handling staff Rnning Time mintes 15

16 Basic Banking Etiqette PR-109 The competition for new cstomers is togher than ever not to mention the cost of replacing lost bsiness. So don t lose the cstomers yo do have becase of employees who lack basic bsiness etiqette skills. This excellent, role-play-packed program focses on the specific actions behaviors that sed to be referred to as common cortesies. It covers all the fndamentals: The basics inclding how to make eye contact, se a reqest-to-serve phrase, ask for identification & mch more How to politely leave a cstomer both in the teller & cstomer service areas Pblic contact cortesies no food or gm in pblic areas Handling the handshake how & when Introdctions Designed for all employees bt especially for cstomer contact personnel, role plays show employees exactly what to do and say to make yor cstomers feel welcome in yor instittion. Employees also gain the confidence to be comfortable and in control in everyday bsiness interactions. This is a mst-see program and a mst-have for yor training library. Adience....All cstomer contact personnel Rnning Time...18 mintes More Basic Banking Etiqette PR-110 Like its companion program, Basic Banking Etiqette (above), this role- play-packed program shows employees exactly what to do and say to make yor cstomers feel important and welcome in yor instittion. This otstanding corse covers both cstomer & co-worker etiqette: Handling interrptions both by phone & by coworkers Handling the gracios greeting New rles for the gender netral workplace In-hose etiqette se of office eqipment like copiers, compters, fax & employee common areas Personal bsiness on bank time let the video handle this sensitive topic for yo! Role plays give employees the confidence to be comfortable and in control in everyday bsiness activities so it is a win-win sitation for everyone: Yo, yor bank, yor employees and yor cstomers. Like Basic Banking Etiqette, this is a mst-see program and a mst-have for yor training library. Adience....All employees Rnning Time...21 mintes 16

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19 Modern Teller Training 5 is the indstry's #1 teller training system. Since 1976, Modern Teller Training has trained the nation's tellers. Now in its fifth edition, the system has been pdated, streamlined and improved to offer the most effective, efficient, consistent, time-saving A-to-Z teller training system available withot exception. Modern Teller Training 5 Benefits: Consistent Training. Tellers acqire a consistent base of knowledge. Strctred. Tellers bild a knowledge base in a step-by-step process; each skill bilds on the next. Effective. Uses the latest instrctional design techniqes to ensre yor tellers nderstand and retain crcial content. Improves On-the-Job Training. To ensre all topics are covered consistently, trainers have an otline to follow dring OJT sessions. Increases Retention. Self-tests, interactive exercises, qizzes and a final exam reinforce corse content and allow yo to track progress. Cstomizable. Easily integrates yor instittion s specific policies and procedres into the training. Comprehensive. Nearly three hors of high-qality, interactive role-play video training along with 800+ pages of workbook content ensre yor tellers know what to do, how to do it, what to say and how to say it. NEW: Easier to Navigate Strctre and Design. Workbooks have been redesigned and restrctred to provide easier navigation and improved retention. The reslt: Faster and more effective training. NEW: Compliance Focs. Workbooks contain an overview of compliance reglations related to corse topics. NEW: Fast Track Option. Use the Fast Track training schedle in this gide to provide refresher training for experienced tellers. From the Classroom to the Banking Floor. After completing MTT5, yor tellers will be prepared to handle their job responsibilities accrately, effectively and professionally. 19

20 >> Technical & Operational Skills >> KEY REGULATIONS How to handle cash How to balance ot at the end of the day How to verify identification 20 Check 21 Reg CC Bank Secrecy Act Reg E USA Patriot Act

21 Tellers play a crcial role within every financial instittion. Statistics show that yor cstomers will interact with tellers more than other bank employees and cstomers develop their opinions of yor bank throgh those interactions. As a reslt, tellers need to know the technical and operational skills associated with condcting transactions. In addition, tellers mst know key cstomer service and cross-selling skills to serve as good-will ambassadors for yor bank. MTT5 serves as an all-in-one, step-by-step learning system to acqire the knowledge, know-how and confidence needed to be a professional teller. With MTT5, yor tellers will learn: Basics of deposit reglations that affect teller transactions like BSA, Reg CC and more New high-tech methods of banking inclding on-line banking, debit cards and more 10 high-prodction-vale videos or DVDs with dozens of realistic role plays that involve employees 10 pdated, enhanced & improved workbooks for tellers 800+ pages of mst-know job information 5-6 exercises per nit inclding self-tests; video role plays that reqire tellers to review, make decisions and provide comments ; role plays also demonstrate what to say and how to say it On-the-job assignments that allow yo to cstomize the training to yor instittion s specific policies and procedres 10 Qizzes 1 qiz at the end of each nit with answer keys in the Administrator s Gide New and improved Administrator s Gide incldes a how-to section to tailor the training to either a workshop or self-stdy system Ensre consistent, standardized teller training Bring new tellers p-to-speed qickly Cstomize the series with yor bank s policies, prodcts & procedres Ensre consistent O-J-T by providing worksheets for each trainer with a list of what to cover dring O-J-T sessions Minimize the time & training demands on yo as well as other spervisory & administrative personnel Know what to do & when to do it by following a step-by-step lesson plan for each nit Pick from 5 training formats or design yor own Ensre that veteran tellers are crrent. For example, they can benefit from recrring training that incldes the following nits... >> SECURITY >> CUSTOMER SERVICE How to detect conterfeits How to identify forgery How to identify common frads What to do when frad is sspected How to handle challenging cstomer sitations How to recommend additional bank services How to refer cstomers to others in the bank How to identify cstomers needs 21

22 Corse Overview In this corse, tellers learn abot their role in the bank. They also become familiar with the day-to-day activities that they perform. Learning Objectives To nderstand the role tellers play as it relates to the bank, its cstomers and coworkers. After completing this corse, tellers will: Know the day-to-day responsibilities of a teller. Understand the importance of cstomers to the bank. Understand essential cstomer relations responsibilities. Know the key departments that comprise a bank and how the employees in those departments work together with tellers. Understand the role the spervisor plays in helping tellers become a member of the bank s team as well as helping them on a day-to-day basis. Recognize the different types of electronic services offered by banks. Know the importance of reglations that affect cstomers, tellers and the bank. Corse Overview In this corse, tellers learn how to obtain and arrange their opening cash spply, how to package crrency and coins, how to handle bait money as well as what to do with mtilated crrency. They also learn how to cont money sing two niversal conting systems. Learning Objectives To accrately and efficiently handle both the cstomers and the bank s money. After completing this corse, yor tellers will know how to: Obtain and arrange a teller drawer each working day. Maintain a teller drawer within prescribed limits. Correctly package crrency, roll coins as well as handle mtilated and bait money. Cont crrency sing the denomination or ones system, as appropriate. Accept and disbrse money. Transfer money. Identify and balance debit and credit items at the teller window. Know the importance of reglations that affect cstomers, tellers and the bank. Corse Overview Tellers learn how to process checking and savings accont deposits and withdrawals. In addition, they learn abot the varios types of deposits inclding: Cash only, check only, split deposits as well as compond, mixed or combination deposits. Learning Objectives To process all common types of deposits and withdrawals. After completing this corse, tellers will know how to: Describe the varios types of checking acconts and checking accont options available at the bank. Accept different types of checking deposits inclding cash-only, checkonly, compond and split deposits. Describe the varios types of savings and investment acconts available at the bank. Accept and process varios types of savings accont deposits and withdrawals. Distingish between the different types of retirement acconts the bank offers. Describe bank reglations that affect checking, savings, investment and retirement acconts. 22

23 Corse Overview Tellers discover what the bank s policies are for cashing checks for cstomers and non-cstomers. They also learn what critical information mst appear on the face of the check. Tellers also learn how to examine endorsements and reqest the proper identification from cstomers. Learning Objectives To know how to confirm information on a check in order to make an accrate check-cashing decision. After completing this corse, tellers will know how to: Examine the face of the check for certain reqired information. Meet the bank s legal and policy reqirements to cash checks for cstomers and non-cstomers. Examine endorsements to determine if they meet endorsement rles and policies. Reqest appropriate identification from the presenter and evalate it to ensre it meets bank criteria. Investigate the accont on which the check is drawn, making sre it passes specific tests. Incorporate their knowledge of compliance reglations as they make check-cashing decisions. Corse Overview Tellers learn abot cashier s checks, traveler s checks, money orders, debit cards, credit cards and other convenience services. In addition, they will learn abot receiving payments for loans, savings clbs, tax deposit payments and tility payments. Tellers also nderstand the other services the bank provides sch as online banking, bank-by-phone, trsts, investment services and loans. Learning Objectives To know and nderstand the prodcts and services available to bank cstomers. After completing this corse, tellers will know how to: Explain what negotiable instrments are, why they were developed and how they are transferred. Identify the differences between varios types of negotiable instrments and how they are sed by cstomers. Isse negotiable instrments, inclding cashier s checks, money orders and traveler s checks. Process loan, savings clb, tax deposit and tility payments. Redeem bearer bond copons and US Savings Bonds. Isse credit card cash advances. Describe electronic banking services offered by the bank. Identify specialized bank prodcts and services offered by the bank and explain their featres and benefits. Corse Overview Tellers learn how to balance their drawers and resolve any ot-ofbalance sitations. This corse teaches them how to balance ot sing a compter. They also learn how to balance manally. Knowing how to manally balance can be helpfl in some rotine sitations as well as in case of emergency a power otage, compter system problems, etc. Learning Objectives To know how to balance ot sing a teller compter and how to balance manally. After completing this corse, tellers will: Understand the basic principles of balancing ot. Know how to se the bank s specific balancing system. Understand how to locate and resolve balancing errors. 23

24 Corse Overview Millions of dollars are lost each year by banks and merchants when signatres are forged on checks and other financial docments. Tellers can prevent losses from forgeries once they learn the crime-stopping techniqes and methods detailed in this corse. This corse teaches tellers how to identify common techniqes sed to forge signatres and endorsements the signs of forgery. They also learn to se signatre cards and imaged signatres to help detect forgeries. And, finally, tellers learn what action to take when they sspect forgery. Learning Objectives To have tellers recognize potential forgeries and know what to do when they sspect they have received a forgery. After completing this corse, tellers will know how to: Identify five techniqes sed to forge signatres and endorsements. Recognize eight signs that are cles to forgery attempts. Use signatre cards and/or electronic signatre imaging to detect forgeries. Identify discrepancies between two signatres by nderstanding the five handwriting characteristics associated with forgery. Follow specific gidelines when comparing signatres and what actions to take when forgery is sspected. Understand forgery and signatre verification compliance isses. 24 Corse Overview Another crime that tellers can help thwart is conterfeiting. While all types of items can be conterfeited, this corse focses only on those items which might be presented at a teller window: Crrency, checks, other financial docments as well as forms of identification. With this corse, tellers learn to distingish between genine and conterfeit items. They also learn what to do when they sspect they have received a conterfeit item. Learning Objectives To have tellers recognize conterfeit crrency and know what to do when they have been given a conterfeit item. To know the secrity featres on crrency. After completing this corse, tellers will know how to: Recognize the three types of crrency in circlation. Distingish between genine and conterfeit crrency. Follow the gidelines to detect altered notes. Handle sitations involving sspicios crrency. Recognize the characteristics of conterfeit checks, financial instrments and identification cards. Corse Overview Exclding robbery, most other crimes involving banks are considered frad. Frad is sally condcted by con artists who attempt to deceive innocent, nsspecting victims ot of their money preferably cash. Tellers are often the last line of defense against these crimes. Topics in this corse inclde common frad perpetated against a bank s cstomers the Bank Examiner Scam, Elder Abse and a nmber of others. It also covers check frad, ID frad and more. Learning Objectives To have tellers recognize cash-related scams aimed specifically at tellers and bank cstomers and know what to do when they sspect an attempted frad. To know the secrity featres on crrency. After completing this corse, tellers will know how to: Recognize and prevent checking accont frad. Recognize common alterations to checks by following specific techniqes for examining checks. Follow recommended gidelines and take action when they sspect a frad is in process. Identify major types of savings accont and negotiable instrmentrelated frad and know ways to help prevent each. Recognize cash-related schemes aimed at tellers and bank cstomers as well as ways to prevent them. Follow the compliance frad laws. Recognize and help prevent ID theft.

25 Corse Overview Tellers learn that a significant part of their job is promoting the bank. One way to do this is to exhibit good cstomer relations skills. This incldes: Establishing rapport with cstomers when starting a transaction. Listening careflly to cstomer reqests. Providing cstomers with clear instrctions. Conclding the transaction with appreciation. Tellers also learn abot more sophisticated cstomer service skills sch as identifying cstomer needs, matching bank prodcts to cstomer needs and managing challenging sitations, sch as angry, impatient or intimidated cstomers. Learning Objectives To have tellers nderstand their important role in providing excellent cstomer service and to know the basics of needs-based selling. After completing this corse, tellers will know how to: Use basic cstomer relations skills in everyday interactions. Use the 4 C s of Cstomer Service. This 80-page Administrator s Gide helps yo every step of the way to ensre that yor training efforts are prodctive and yor tellers are well prepared for their new jobs. The Administrator s Gide provides yo with all the info yo need to implement the MTT5 series into yor training program, inclding: A how-to gide on administering MTT5 as a self-stdy program or as a grop training event 3-, 4-, 5-, 6- and 7-day training schedles FastTrack schedles that will help yo se MTT5 to train experienced tellers Gides and answer keys to all 10 corses 10 bons training games to se at yor next training session By sing this gide to implement the MTT5 series into yor training program, yo will be able to: Ensre consistent, standardized teller training Bring new tellers p-to-speed qickly Cstomize the series with yor bank s policies, prodcts & procedres Ensre consistent O-J-T by providing worksheets for each trainer with a list of what to cover dring O-J-T sessions Minimize the time & training demands on yo as well as other spervisory & administrative personnel Know what to do & when to do it by following a step-by-step lesson plan for each nit Pick from 5 training schedles or design yor own Meet cstomers needs by applying the Cross-Selling Model. Handle challenging sitations. Understand reglations that relate to cstomer service. 25

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29 How to Identify Sspicios Activities & Transactions EC-126R This money-landering Bank Secrecy Act video corse ses extensive role plays to show employees: How to recognize sspicios transactions & activities How to apply the Know Yor Cstomer rles so that sspicios activities are not overlooked or cstomers are not reported in error What to do when a sspicios transaction is identified Instances in which both a CTR & SAR mst be filed Employees also learn common money-landering tactics like layering, placement and strctring, as well as illegal se of wire transfers. This corse was pdated in 2005 to reflect the most crrent BSA rles regarding sspicios activities and transactions. It s important for yo to recognize sspicios activity at the start of the landering process. The best way to do that is to know yor cstomers. Adience....All employees, especially frontline personnel Rnning Time...20 mintes Overview of Key Deposit Regs EC-130R Every cstomer contact employee tellers, personal bankers, cstomer service reps pls operations and other key employees need a basic nderstanding of these reglations Featring the most crrent reglations, this corse will help yor employees nderstand what each of these deposit regs mean to the bank, yor cstomers and to their jobs. As a reslt of this program, yor employees will know the basics of 6 key deposit reglations. This program covers: Reglations are important to all of s. They protect or money and protect or financial rights. BSA: Bank Secrecy Act Reg CC: Expedited Fnds Availability Reg DD: Trth in Savings Reg E: Electronic Fnd Transfers Reg D: Eligibility of NOW Acconts Reg Q: Interest on Deposits Employees learn why each reg was created its prpose and how it affects yor instittion and cstomers. Comprehensive spport material and a qiz are inclded. Adience....All frontline staff Rnning Time...25 mintes 29

30 The key word in all of or lending and cstomer service-related activities is consistency. Fair Lending: For All Employees EC-122 Did yo know that, withot knowing it, nearly any employee receptionist, cstomer service rep, personal banker, spport staff or lending officer can violate one of the 4 primary Fair Lending Reglations? These regs affect every employee and every instittion. They reqire that all applicants who apply for credit mst be treated fairly and consistently from first cstomer contact throgh the application process. To help ensre yor instittion s compliance, this program the indstry s most poplar video corse on Fair Lending covers: Fair Hosing Act Home Mortgage Disclosre Act (HMDA) Eqal Credit Opportnity Act (Reg B) Commnity Reinvestment Act (CRA) High prodction vale and 10 role plays keep viewers interested. This is a mst-see program for all yor employees and a mst-have for yor training library. More than 7,500 instittions have this program in their permanent training libraries. If yo already own this video corse, yo ll want Fair Lending: Yo Make the Difference (#EC-135, see page 31). Both are excellent programs and provide extensive, detailed spport material. As always, a qiz is inclded. Adience....All lending staff Rnning Time mintes 30

31 America s Most Wanted Drg Criminals EC-129 This is an excellent re-enactment of a real money-landering scheme. The program shows how vigilant bank employees help ncover a scam by following the Bank Secrecy Act (BSA) gidelines. The dramatization emphasizes the key role tellers play in ncovering these schemes. They are the bank s first line of defense. This re-mastered program has excellent spport material that provides mst know detail on BSA. And, for yor convenience, a test on BSA the information in the spport material is also inclded. Adience....All employees, especially those who handle cash Rnning Time...17 mintes Fair Lending: Yo Make the Difference As Fair Lending violations contine within or indstry, reglators and examiners are more vigilant than ever in ncovering discrimination. And HUD the U.S. Department of Hosing and Urban Development contines to send ot secret matched-pair testers people with similar credit sitations whose prpose is to find and report Fair Lending violations. Avoid Costly Compliance Errors A few examples of recent penalties: A $3 million settlement was paid by a bank in the soth to 250 African-American loan applicants An east coast bank paid $1.5 million in damages to hndreds of Hispanic applicants A west coast bank paid $3 million to 1,200 borrowers discriminated against in the lending process EC Role Plays Show Unintentional Discrimination The 4 Fair Lending laws inclding ECOA, Fair Hosing Act, HMDA and CRA are covered in the video. In addition, 10 realistic role plays show: 3 types of discrimination What to do & what to say to avoid disparate treatment Disparate treatment intentional or not is still discrimination An otstanding program with excellent spport material and a qiz. Follows in the tradition of or original and very poplar Fair Lending program (see program on left page, #EC-122). Adience....All lending staff Rnning Time...28 mintes 31

32 CRA: Making a Difference in the Commnity EC-125 CRA: What Every Employee Needs to Know EC-117 Do yor employees nderstand what the Commnity Reinvestment Act means to yor financial instittion and its cstomers? This inspiring program shows CRA in hman terms that yor employees can relate to and they ll remember. Dring the opening which shows real scenes of CRA in action yor employees meet people whose lives have been changed for the better becase of CRA. Once they nderstand the prpose of the Commnity Reinvestment Act and how financial instittions like yors participate, yor employees learn their CRA responsibilities. All employees need to know: What CRA is Tired of the same old talking head videos and complaints from employees? Learning doesn t have to be boring, and we prove it in a very special training program a parody of a former late-night comedy/talk show. Here a famos TV personality hosts a program abot CRA. From the opening monologe to the special gest appearance of Teller of the Year, the program is entertaining and informative. Frankly, this program isn t for everyone or every instittion. It s fn and informative. Many cstomers and their adiences enjoy the format bt some find it jst too mch fn! Adience....All employees Rnning Time...20 mintes Why it exists Where cstomers can get additional CRA information A former OCC examiner and reglatory compliance expert conslted on this corse. Excellent spport material and qiz are inclded. A mst-see for all yor employees and a msthave for yor compliance training library. This program has received otstanding reviews from bankers! Adience....All employees Rnning Time...14 mintes 32

33 Legal & Compliance Aspects of Deposit Acconts PB-102 Legal and compliance isses play a major role in the day-to-day activities of yor personal bankers. They need to know abot the legal aspects of deposit acconts as well as adhere to federal and state compliance reglations. This program covers types of accont ownership, signatre cards, compliance reglations, and closing docments and disclosres. As part of or poplar Personal Banking Essentials series, Legal & Compliance Aspects of Deposit Acconts will help yor new accont staff minimize costly legal and compliance errors. This program is key to properly represent the bank, best serve its cstomers and ensre compliance. The following regs are covered: Reg DD: Trth in Savings Reg CC: Expedited Fnds Availability Reg P: Privacy of Consmer Financial Information OFAC: Office of Foreign Assets Control Reg E: Electronic Fnd Transfer Act Fair Credit Reporting Act Right to Financial Privacy Act BSA: Bank Secrecy Act USA Patriot Act Yor employees will be able to transfer what they learn to yor instittion s prodcts and services. Adience....All employees Rnning Time...26 mintes 33

34 BSA: What Every Employee Mst Know EC-137 With BSA penalties reaching $10 million, the federal government has sent a message of zero tolerance to financial instittions. Yor BSA compliance program mst be comprehensive and p to date. Prodced for frontline and new acconts staff, this broadcast-qality video training program addresses complicated BSA isses with informative, easy-to-nderstand role plays and presentations. Yor employees will learn abot: Crrency Transaction Report (CTR) when to file one and what to do if a cstomer is relctant to provide information Strctring What it is and how to recognize it Sspicios Activity Report (SAR) what kinds of behaviors are sspicios and when to complete a SAR Money Landering red flags for each of the three stages Paper Trails monetary instrment logs (MILs) and other reqired reports Cstomer Identification Program (CIP) what it does and why it s important Cstomer De Diligence (CDD) how to discern fact from fiction Penalties and Protections willfl blindness and the safe harbor provision Most importantly, this mst-have corse reinforces that it s not yor job to jdge cstomers; bt it is yor responsibility to be aware and in compliance by reporting sspicios activities and transactions. Adience.... All frontline & operations personnel Rnning Time...25 mintes A staggering $1.5 trillion dollars in dirty money is landered every day. To get an idea of how mch money that is, yo wold have to spend $51 million dollars every day for 80 years. 34

35 RESPA: Real Estate Settlement Procedres Act EC-131 Does yor lending staff nderstand RESPA exemptions and disclosre reqirements? RESPA the Real Estate Settlement Procedres Act is a reglation designed to protect consmers in residential real estate transactions. Becase of the complexity and detail of this reg, it can be overwhelming to new lending staff as well as the seasoned lender and compliance officer. So why take a chance on a lack of knowledge? This recently prodced training program provides all lending staff from the originator to loan servicer and everyone in between with the information they need to protect the consmer and yor instittion. This program covers: Why RESPA was created What is covered by RESPA What is exempt from RESPA Mortgage Servicing Transfers Unearned Fees and Kickbacks Reqired Disclosres In the Reqired Disclosres section, all docments are shown and explained, inclding the Special Information Booklet; Good Faith Estimate; HUD-1 Settlement Statement; Servicing Disclosre Statement and a nmber of other essential docments. In addition, the video comes with an in-depth, written Leader s Gide that describes RESPA and its reqirements in even more detail. A qiz is also inclded. Adience....All lending staff Rnning Time...33 mintes Bank Secrecy Act Today EC-136 This comprehensive, 2-part program is for frontline personnel and anyone who handles cash. Part 1: How Well Do Yo Really Know Yor Cstomers? Depicts a news story that follows a money-landering scheme that was bsted by vigilant bank employees. Part 2: How to Complete FinCEN Form 104 Alerts employees to changes in the form and potential pitfalls that cold reslt in non-compliance penalties. It also covers: A line-by-line demo of how to properly complete Form 104 Know Yor Cstomer rles Civil & criminal penalties Cstomer relations isses like: Do yo tell the cstomer yo are filing a CTR? How to spot sspicios activities & transactions An overview of BSA rles & regs Qiz to test knowledge Bons Content Spport material for this program incldes a checklist for management to help yo ensre that yor bank is in compliance. Adience....Frontline, operations personnel Rnning Time...58 mintes 35

36 Opening New Acconts: Compliance & Legal Responsibilities for Retail Acconts Opening New Acconts: Compliance & Legal Responsibilities for Commercial Acconts & Other Acconts SB-103A SB-103B This basics program reviews yor instittion s policies, procedres and forms for opening new acconts. It also covers: Individal Accont Ownership Individal Accont with Athorized Signer Joint Tenancy with Right of Srvivorship Joint Tenants in Common withot Srvivorship Ot of Hose Power of Attorney The program incldes a test, discssion qestions and other spplemental material. Adience....New Acconts Personnel Rnning Time...34 mintes This program addresses commercial, non-profit association, trst, minor and cort-ordered acconts. It covers: Sole Proprietorship Corporations General & Limited Partnerships Joint Ventres Non-Profit Associations Formal Trsts Payable on Death Exectors, Administrators, Gardianships Revocable Trsts Uniform Gifts/Transfers to Minors A test, discssion qestions and other spplemental information is inclded with this program. Adience....New Acconts Personnel Rnning Time...35 mintes Americans with Disabilities Act: Cstomer Cortesies EC-119 This eye-opening, one-of-a-kind training program demonstrates the essential cstomer service skills needed to serve special needs clients. Role plays show exactly how to help visally, physically, hearing and speech-impaired cstomers. Yor employees will actally experience what it feels like to have each of the disabilities. This will help sensitize them to others needs and feelings. Employees will hear bank employees talk abot why we are ncomfortable arond disabled cstomers and coworkers as well as ways to overcome these feelings and fears. Adience....All employees Rnning Time...19 mintes 36

37 Basic Types of Brokerage Investments ST-121 As or instittions offer more and more non-traditional services brokerage, investments, insrance and others it s imperative that each and every employee have a general, basic nderstanding of these additional prodcts. Yor Employees... While most cstomer contact personnel won t need detailed information, they do need to recognize the kinds of prodcts yor cstomers may ask abot when talking to tellers, personal bankers or anyone they talk with on the phone. As the name of the game is service the one key featre which distingishes one instittion from another employees mst be better, more informed bankers. Reg CC: An Overview for All Employees Each day, 175,000 fradlent checks are presented to American financial instittions. Fnds availability contines to be an important isse, even while paper checks are becoming less and less poplar. This program explains basic Reg CC concepts sch as Check 21, frad prevention, exception holds and the three types of deposit items. As a reslt of this program, employees will be able to: Define key terminology related to fnds availability Explain the prpose of Reg CC Identify which types of acconts are affected by Reg CC Explain yor instittion s hold policy Identify the most common exceptions to the standard hold policy Apply yor instittion s hold policy for checks, electronic deposits and next-day items EC-138 Adience....All frontline staff Rnning Time mintes With this knowledge, employees can refer cstomers to others in the bank as appropriate and keep valable deposits in yor instittion. Yor Cstomers, Yor Commnity... As a commnity service, this program may be shown to grops visiting yor instittion: Senior citizens, high school and college stdents, investment clbs, etc. Or loan the program to these interested grops. An excellent pblic service and pblic relations program! Adience...All cstomer contact staff Rnning Time...24 mintes 37

38 Overview of Key Lending Regs Exective Briefing on Strategic Secrity Isses EC-128 RB-126 Real life examples help yor lending staff nderstand how the 6 lending reglations protect all credit cstomers inclding yor employees for those times when they are credit consmers. Viewers learn that it is their job to provide accrate information so consmers can make informed credit decisions. The corse covers: Reg Z: Trth-in-Lending Reg C: HMDA Reg X: RESPA Reg B: ECOA The 3 Flood Reglations The Fair Hosing Act This corse shows why each reg was created, how it affects yor organization and yor cstomers as well as what to say and what not to say. Of corse, or excellent spport material and a qiz are inclded. Yor Board of Directors mst review secrity policies every year, de to the Bank Protection Act. For this crcial meeting, respected indstry expert, William F. Gearin, former BAI Secrity Commission Chairman, applies his 40+ years in law enforcement and bank secrity to provide insight and strategic gidance for top management. For ease of se, this program is divided into the seven segments listed below: Segment 1: Secrity Leadership Segment 2: Failing to Plan is Planning to Fail Segment 3: Bllet-Resistant Barriers Segment 4: Dye Pacs Segment 5: Other Deterrents Segment 6: The War on Check Frad Segment 7: Loan Frad Segments can be viewed individally, in bndles of two or more, or all at one time. Adience....All lending staff Rnning Time...32 mintes Adience....Board of Directors, Secrity Officers, Top Mgmt Rnning Time...55 mintes 38

39 Credit: It s in Yor Control CL-107 Every day the media reports on consmers who are in major debt becase of their lack of credit know-how. From news articles to TV featre stories on CBS, ABC, NBC, and others it s a fact that today s consmers need Consmer Ed 101. Don t believe it? Prestigios Smith College recently added a basic, consmer edcation class for its stdents. And, the media reports, the nation s financial instittions are blamed for contribting to the abse of credit by yong adlts. More consmers find themselves sqeezed by too mch debt and little to no nderstanding of the responsible se of credit. Experts predict that nprecedented nmbers of people will file bankrptcy in the next few years to avoid paying off debt. To assist people of all ages in the responsible se of credit, this video shows: How to get credit What factors are sed in granting credit How to fix credit problems How to se not abse credit What role credit reporting agencies play And mch more! Mlti-prpose program for se with many grops: School Grops High school & college consmer ed classes First-Time Homebyers or anyone bying a home Commnity Grops Any grop interested in learning how to se and not abse credit Bank Employees Help yor employees and their families better nderstand credit before they get into troble Any Other Adience interested in learning how to get and keep credit Presented in a first-rate, TV magazine format with high prodction vale, the program follows 2 people Maria Lopez and Mike Mrphy to see how credit affects their daily lives. Viewers see who gets credit and why as well as who doesn t and why not. The film covers common misconceptions abot credit inclding the reasons why credit is denied. Inclded with this otreach program is a comprehensive Leader s Gide that describes how to se the program, an otline of key points as well as ideas for presenting the topic to diverse adiences. As bankers, it s in or best interest to edcate consmers abot credit whether it s or own employees, a local commnity grop or a class of high school stdents. At a minimm, se this program as a pblic service within yor commnity. Adience....Everyone who ses credit Rnning Time...35 mintes 39

40 Federal Financial Privacy Isses It s all here in 3 video corses: Need-to-know privacy information for all employees. With the Internet, mergers, mega-corporations comprised of banks, insrance companies, brokerage firms and more financial privacy is on the minds of consmers nationwide. And where there are concerned consmers, yo ll find concerned government representatives, reglators and rles. Avoid Costly I Didn t Know Errors With all these privacy rles and regs, employees can nknowingly provide information in person, by phone, by fax or via that violates any nmber of these safegards. To help yo protect yor cstomers, yor instittion and yor employees, this p-to-date series provides yor staff with the information they need to know to avoid costly, embarrassing errors. And there s more! A 75+ page booklet which provides excellent in-depth information on the Privacy Regs is inclded. In addition, real-life examples are sed to illstrate key points and qizzes. 40 The Federal Financial Privacy Regs covered inclde: Gramm-Leach Bliley Act Gramm-Leach-Bliley Act covers the disclosre of non-pblic personal financial information to nonaffiliated third parties. (34 min., EC-132) Fair Credit Reporting Act Fair Credit Reporting Act covers the privacy of consmers whose personal information is collected and distribted by consmer reporting agencies. (17 min., EC-133) Right to Financial Privacy Act Right to Financial Privacy Act covers the protection of individal s financial information from nwarranted access by the federal government. (17 min., EC-134)

41 Residential Mortgage Lending Series CL-110, CL-111, CL-112 Do all yor lending employees nderstand the residential real estate lending process? Do yo know that the better employees nderstand the process and their roles therein, the better cstomer service they can provide? Every mortgage lending and servicing employee from the newest employee to the most experienced residential real estate loan specialist mst have a basic nderstanding of the entire residential mortgage lending operation. This detailed 3-corse series is designed to provide all lending staff with the information they need to nderstand the entire process from loan origination throgh the payoff of a loan and everything in between. It s a fact that knowledgeable, well-informed employees provide better cstomer service. Let this program help yo deliver better service to yor lending cstomers. A qiz accompanies each program. Also inclded: A comprehensive Leader s Gide that describes the residential lending process in detail to help yo in yor compliance efforts. This series incldes: PROGRAM #1 Basic lending terms and definitions, types of mortgage loans & parties involved in the lending process (16 min., #CL-110) PROGRAM #2 Loan application throgh the decision-making process (22 min., #CL-111) PROGRAM #3 Loan closing, loan servicing and the secondary market (23 min., #CL-112) Adience....All employees Rnning Time...16, 22 and 23 mintes 41

42 Reg E: EFT Essentials for All Employees EC-139 More than 70% of the American workforce is paid throgh direct deposit, & more than half se some kind of atomatic electronic debits. What are the rles for this kind of banking? This program explains what an electronic fnd transfer is as well as the process for resolving errors, liability for nathorized transactions, ATM & debit card transactions & more. As a reslt of this program, employees will be able to: Explain the prpose of Reg E Identify which transactions Reg E pertains to Advise cstomers abot yor instittion s procedre for resolving errors related to EFTs Explain yor instittion s notification procedre for direct deposits Explain the procedre for cancelling atomatic, recrring withdrawals Advise cstomers abot yor instittion s policies regarding cstomer liability for nathorized EFTs Identify the for reqired disclosre notices Adience....All Employees Rnning Time...18 mintes 4242

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45 CRA: Making a Difference in the Commnity EC-125 Do yor employees nderstand what the Commnity Reinvestment Act means to yor financial instittion and its cstomers? This inspiring program shows CRA in hman terms that yor employees can relate to and they ll remember. Dring the opening which shows real scenes of CRA in action yor employees meet people whose lives have been changed for the better becase of CRA. Once they nderstand the prpose of the Commnity Reinvestment Act and how financial instittions like yors participate, yor employees learn their CRA responsibilities. All employees need to know: What CRA is Why it exists Where cstomers can get additional CRA information A former OCC examiner and reglatory compliance expert conslted on this corse. Excellent spport material and qiz are inclded. A mst-see for all yor employees and a msthave for yor compliance training library. This program has received otstanding reviews from bankers! Real Selling: A 5 Program Series This poplar series of 5 programs prodced by INC. magazine shows practical selling sitations. The series takes viewers on actal sales calls shows them top sales people in action and brings them inside to see what real selling is all abot. No abstract theories, jst practical advice from real-world experience. A niqe and valable tool. The 5 programs cover how to: Prepare for sccessfl sales relationships Make effective sales calls Handle bying objections Close: When & how Follow p service & sales; developing long-term cstomers This is trly an otstanding series. It has received excellent reviews from both viewers and the media. SB-106 Adience....Commercial and Bsiness Development Mgrs. Rnning Time mintes per program Adience....All employees Rnning Time...14 mintes 45

46 How to Redce Loan Docmentation Risk EC-111 Poor loan docmentation is seen as a leading indicator of banks that are headed for troble. The prpose of this program is to demonstrate the importance of proper loan docmentation. Three major points are covered: The reasons why reglatory agencies are now coming down hard on instittions that show any sign of weakness in loan docmentation. Typical pitfalls in loan docmentation that, ntil recently, often passed nnoticed. Examples that illstrate the reslts of not paying attention to details of docmentation. Speaking in this program is David Mason, an attorney who specializes in lending and loan docmentation. CRA: What Every Employee Needs to Know EC-117 Tired of the same old talking head videos and complaints from employees? Learning doesn t have to be boring, and we prove it in a very special training program a parody of a former late-night comedy/talk show. Here a famos TV personality hosts a program abot CRA. From the opening monologe to the special gest appearance of Teller of the Year, the program is entertaining and informative. Frankly, this program isn t for everyone or every instittion. It s fn and informative. Many cstomers and their adiences enjoy the format bt some find it jst too mch fn! Adience....All employees Rnning Time...20 mintes Adience.... Commercial Loan Personnel Rnning Time...19 mintes 46

47 Overview of Key Lending Regs EC-128 Real life examples help yor lending staff nderstand how the 6 lending reglations protect all credit cstomers inclding yor employees for those times when they are credit consmers. Viewers learn that it is their job to provide accrate information so consmers can make informed credit decisions. The corse covers: Reg Z: Trth-in-Lending Reg C: HMDA Reg X: RESPA Reg B: ECOA The 3 Flood Reglations The Fair Hosing Act This corse shows why each reg was created, how it affects yor organization and yor cstomers as well as what to say and what not to say. Of corse, or excellent spport material and a qiz are inclded. Adience....All lending staff Rnning Time...32 mintes 5 Basic Sales Steps for Calling Officers: A 7-Program Series Designed specifically for yor bank s calling officers, this seven-program series can help anyone who sells. Introdction: Basic Selling Concepts Overview of the 5 basic steps in officer calling. (19 min.) Step 1: Determining Yor Bsiness Style Learn the 4 common bsiness styles; how to se cles to determine a prospect s bsiness style; & how to establish rapport. (10 min.) Step 2: Listening & Qestioning Techniqes Demonstrates listening and qestioning techniqes to determine a prospective cstomer s real needs. (10 min.) Step 3: Selling Techniqes Covers the concept of need satisfaction selling. (19 min.) Step 4: Handling Cstomer Objections Learn how to anticipate & overcome sales resistance. (13 min.) Step 5: Closing The Sale Learn specific techniqes for closing new bsiness. (11 min.) BD-108A/G Conclsion: How To Sell New Bsiness An extended role play pts it all together from finding prospects to the key follow-throgh after the sale. (31 min.) Adience....All New and Veteran Calling Officers Rnning Time... See individal program times above 47

49 Credit: It s in Yor Control CL-107 Every day the media reports on consmers who are in major debt becase of their lack of credit know-how. From news articles to TV featre stories on CBS, ABC, NBC, and others it s a fact that today s consmers need Consmer Ed 101. Don t believe it? Prestigios Smith College recently added a basic, consmer edcation class for its stdents. And, the media reports, the nation s financial instittions are blamed for contribting to the abse of credit by yong adlts. More consmers find themselves sqeezed by too mch debt and little to no nderstanding of the responsible se of credit. Experts predict that nprecedented nmbers of people will file bankrptcy in the next few years to avoid paying off debt. To assist people of all ages in the responsible se of credit, this video shows: How to get credit What factors are sed in granting credit How to fix credit problems How to se not abse credit What role credit reporting agencies play And mch more! Mlti-prpose program for se with many grops: School Grops High school & college consmer ed classes First-Time Homebyers or anyone bying a home Commnity Grops Any grop interested in learning how to se and not abse credit Bank Employees Help yor employees and their families better nderstand credit before they get into troble Any Other Adience interested in learning how to get and keep credit Presented in a first-rate, TV magazine format with high prodction vale, the program follows 2 people Maria Lopez and Mike Mrphy to see how credit affects their daily lives. Viewers see who gets credit and why as well as who doesn t and why not. The film covers common misconceptions abot credit inclding the reasons why credit is denied. Inclded with this otreach program is a comprehensive Leader s Gide that describes how to se the program, an otline of key points as well as ideas for presenting the topic to diverse adiences. As bankers, it s in or best interest to edcate consmers abot credit whether it s or own employees, a local commnity grop or a class of high school stdents. At a minimm, se this program as a pblic service within yor commnity. Adience....Everyone who ses credit Rnning Time...35 mintes 49

50 The key word in all of or lending and cstomer service-related activities is consistency. Fair Lending: For All Employees EC-122 Did yo know that, withot knowing it, nearly any employee receptionist, cstomer service rep, personal banker, spport staff or lending officer can violate one of the 4 primary Fair Lending Reglations? These regs affect every employee and every instittion. They reqire that all applicants who apply for credit mst be treated fairly and consistently from first cstomer contact throgh the application process. To help ensre yor instittion s compliance, this program the indstry s most poplar video corse on Fair Lending covers: Fair Hosing Act Home Mortgage Disclosre Act (HMDA) Eqal Credit Opportnity Act (Reg B) Commnity Reinvestment Act (CRA) High prodction vale and 10 role plays keep viewers interested. This is a mst-see program for all yor employees and a mst-have for yor training library. More than 7,500 instittions have this program in their permanent training libraries. If yo already own this video corse, yo ll want Fair Lending: Yo Make the Difference (#EC-135, see page 31). Both are excellent programs and provide extensive, detailed spport material. As always, a qiz is inclded. Adience....All lending staff Rnning Time mintes 50

51 RESPA: Real Estate Settlement Procedres Act EC-131 Does yor lending staff nderstand RESPA exemptions and disclosre reqirements? RESPA the Real Estate Settlement Procedres Act is a reglation designed to protect consmers in residential real estate transactions. Becase of the complexity and detail of this reg, it can be overwhelming to new lending staff as well as the seasoned lender and compliance officer. So why take a chance on a lack of knowledge? This recently prodced training program provides all lending staff from the originator to loan servicer and everyone in between with the information they need to protect the consmer and yor instittion. This program covers: Why RESPA was created What is covered by RESPA What is exempt from RESPA Mortgage Servicing Transfers Unearned Fees and Kickbacks Reqired Disclosres In the Reqired Disclosres section, all docments are shown and explained, inclding the Special Information Booklet; Good Faith Estimate; HUD-1 Settlement Statement; Servicing Disclosre Statement and a nmber of other essential docments. In addition, the video comes with an in-depth, written Leader s Gide that describes RESPA and its reqirements in even more detail. A qiz is also inclded. Fair Lending: Yo Make the Difference As Fair Lending violations contine within or indstry, reglators and examiners are more vigilant than ever in ncovering discrimination. And HUD the U.S. Department of Hosing and Urban Development contines to send ot secret matched-pair testers people with similar credit sitations whose prpose is to find and report Fair Lending violations. Avoid Costly Compliance Errors A few examples of recent penalties: A $3 million settlement was paid by a bank in the soth to 250 African-American loan applicants An east coast bank paid $1.5 million in damages to hndreds of Hispanic applicants A west coast bank paid $3 million to 1,200 borrowers discriminated against in the lending process 10 Role Plays Show Unintentional Discrimination The 4 Fair Lending laws inclding ECOA, Fair Hosing Act, HMDA and CRA are covered in the video. In addition, 10 realistic role plays show: 3 types of discrimination What to do & what to say to avoid disparate treatment Disparate treatment intentional or not is still discrimination EC-135 An otstanding program with excellent spport material and a qiz. Follows in the tradition of or original and very poplar Fair Lending program (see program on left page, #EC-122). Adience....All lending staff Rnning Time...33 mintes Adience....All lending staff Rnning Time...28 mintes 51

52 Residential Mortgage Lending Series CL-110, CL-111, CL-112 Do all yor lending employees nderstand the residential real estate lending process? Do yo know that the better employees nderstand the process and their roles therein, the better cstomer service they can provide? Every mortgage lending and servicing employee from the newest employee to the most experienced residential real estate loan specialist mst have a basic nderstanding of the entire residential mortgage lending operation. This detailed 3-corse series is designed to provide all lending staff with the information they need to nderstand the entire process from loan origination throgh the payoff of a loan and everything in between. It s a fact that knowledgeable, well-informed employees provide better cstomer service. Let this program help yo deliver better service to yor lending cstomers. A qiz accompanies each program. Also inclded: A comprehensive Leader s Gide that describes the residential lending process in detail to help yo in yor compliance efforts. This series incldes: PROGRAM #1 Basic lending terms and definitions, types of mortgage loans & parties involved in the lending process (16 min., #CL-110) PROGRAM #2 Loan application throgh the decision-making process (22 min., #CL-111) PROGRAM #3 Loan closing, loan servicing and the secondary market (23 min., #CL-112) Adience....All employees Rnning Time...16, 22 and 23 mintes 52

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56 Secrity: Protection & Prevention RB-107 Unmasking the Forger DL-101 This interactive, tre-to-life video shows employees how to protect themselves, their coworkers and cstomers in the event of a robbery. Prodced in collaboration with a secrity expert and spokesman, this video reflects crrent bank secrity procedres and policies. It also contains exclsive information not available from other training resorces. Part 1: Secrity Protection & Prevention This program for all employees opens with a scene in which the viewer is the robbery victim. Then employees are asked to fill ot a robbery description form to test their observation skills an interactive, fn and edcational experience! Two more real-life robberies demonstrate procedres that employees shold follow dring and after a robbery. Employees also learn secrity procedres that can make yor instittion an nattractive target for criminals. (27 mintes) Part 2: Robbery Prevention for Management This program provides valable crime prevention tips for yor secrity officer, bank management and policy makers. (8 mintes) Did yo know that financial instittions lose almost a billion dollars a year de to forged checks? Stop frad and forgery losses with this exceptional video training corse. Created by well-known docment examiner Robert A. Massie, who served as an expert witness in State and Federal corts, this otstanding program covers: How color copiers & trick photography are sed to create bogs I.D.s How to identify a genine signatre What methods are sed for forging a signatre How to spot a forgery in less than 5 seconds by sing a niqe 4-point evalation process As we address new forms of white collar crime like identity theft and others, it s imperative that yor employees be prepared. This is a mst-have program for yor training library. Adience....All employees who handle checks Rnning Time...20 mintes Adience....Part 1: All employees; Part 2: Secrity leadership Rnning Time...See individal part times above 56

57 Robbery: What Every Employee Mst Know RB-127 Preparation is yor best defense. This otstanding, all-new program demonstrates specific steps designed to help yor employees stay safe shold a robbery occr. This program is designed to: Edcate employees abot the importance of secrity planning. Show employees what to do dring a robbery so they do not pt anyone at risk themselves, their co-workers or their cstomers. Demonstrate what to do immediately following a robbery to protect witnesses & evidence. Alert employees to other ploys sed by perpetrators to gain access to cash. From a newly-hired employee to experienced veterans, this program will teach every employee what they mst know what to do in the event of a robbery in order to protect themselves, their cstomers and their coworkers. Adience.... All Employees Rnning Time mintes 57 57

59 Emergencies: Preparing for the Unpredictable RB-128 In today s world, secrity is a greater isse than ever before. It s vital that all employees know what to do in a crisis sitation in order to protect themselves, their co-workers and their cstomers. This program is designed to: Edcate employees abot the importance of secrity planning. Show employees what to do dring a robbery so they do not pt anyone at risk themselves, their co-workers or their cstomers. Demonstrate what to do immediately following a robbery to protect witnesses & evidence. Alert employees to other ploys sed by perpetrators to gain access to cash. From a newly-hired employee to experienced veterans, this program will edcate employees on emergency preparedness crisis sitations which inclde bomb threats, kidnapping, extortion and natral disasters. Adience.... All Employees Rnning Time mintes 59 59

60 Frad: All the Basics Exective Briefing on Strategic Secrity Isses RB-122 RB-126 Check frad increases 25% each year. Empower employees with knowledge inclding: Check kiting & check washing Common check frad schemes like Charity Scam & others Reg CC How to read the MICR line Check-clearing & float Federal Reserve Bank Districts How to detect bogs checks How to recognize government checks & travelers checks Secrity featres on checks How to evalate & examine ID Part of or excellent Secrity Series, this program will prepare employees to recognize the varios types of frad that banks sometimes fall victim to. Adience.... All departments and employees Rnning Time...28 mintes Yor Board of Directors mst review secrity policies every year, de to the Bank Protection Act. For this crcial meeting, respected indstry expert, William F. Gearin, former BAI Secrity Commission Chairman, applies his 40+ years in law enforcement and bank secrity to provide insight and strategic gidance for top management. For ease of se, this program is divided into the seven segments listed below: Segment 1: Secrity Leadership Segment 2: Failing to Plan is Planning to Fail Segment 3: Bllet-Resistant Barriers Segment 4: Dye Pacs Segment 5: Other Deterrents Segment 6: The War on Check Frad Segment 7: Loan Frad Segments can be viewed individally, in bndles of two or more, or all at one time. Adience....Board of Directors, Secrity Officers, Top Mgmt Rnning Time...55 mintes 60

61 Robbery: Are Yo Ready? RB-121 Knowing what to dring a robbery is crcial to yor safety and to the safety of those arond yo. Preparedness is key failing to plan is planning to fail. This program covers: Note robbery Take-over robbery What to do before, dring and after New ploys to gain access like Phony Repair Man Scam Opening procedres Observation test Overall preparedness The program incldes interviews with a top bank secrity expert and a police detective, who add insight to this excellent program. Adience.... All departments and employees Rnning Time...21 mintes 61 61

62 BSA: What Every Employee Mst Know EC-137 With BSA penalties reaching $10 million, the federal government has sent a message of zero tolerance to financial instittions. Yor BSA compliance program mst be comprehensive and p to date. Prodced for frontline and new acconts staff, this broadcast-qality video training program addresses complicated BSA isses with informative, easy-to-nderstand role plays and presentations. Yor employees will learn abot: Crrency Transaction Report (CTR) when to file one and what to do if a cstomer is relctant to provide information Strctring What it is and how to recognize it Sspicios Activity Report (SAR) what kinds of behaviors are sspicios and when to complete a SAR Money Landering red flags for each of the three stages Paper Trails monetary instrment logs (MILs) and other reqired reports Cstomer Identification Program (CIP) what it does and why it s important Cstomer De Diligence (CDD) how to discern fact from fiction Penalties and Protections willfl blindness and the safe harbor provision Most importantly, this mst-have corse reinforces that it s not yor job to jdge cstomers; bt it is yor responsibility to be aware and in compliance by reporting sspicios activities and transactions. Adience.... All frontline & operations personnel Rnning Time...25 mintes A staggering $1.5 trillion dollars in dirty money is landered every day. To get an idea of how mch money that is, yo wold have to spend $51 million dollars every day for 80 years. 62

63 Preventing New Accont Frad: Cstomer Identification & Verification PB-103 All employees are reqired to make... every reasonable effort to ensre the identity of persons reqesting accont stats at yor bank. As a reslt of this program, employees will: Understand their role in preventing frad when opening acconts Recognize common types of new accont frad Know how to verify ID & docmentation reqired to open an accont Recognize behavioral & processing red flags when opening acconts Understand compliance laws related to preventing frad As part of or Personal Banking Essentials Series, this program will give yor employees a basic nderstanding of frad prevention. Common types of frad covered inclde identity theft, cash back scam, paper hanging scam and phony claim scam. It also covers the Identity Theft and Assmption Deference Act of 1998 and the USA Patriot Act of This program wold benefit all employees, bt at a minimm, it s a mst-see program for every person who opens acconts. Adience....All employees Rnning Time...24 mintes How to Identify Sspicios Activities & Transactions This money-landering Bank Secrecy Act video corse ses extensive role plays to show employees: How to recognize sspicios transactions & activities How to apply the Know Yor Cstomer rles so that sspicios activities are not overlooked or cstomers are not reported in error What to do when a sspicios transaction is identified Instances in which both a CTR & SAR mst be filed EC-126R It s important for yo to recognize sspicios activity at the start of the landering process. The best way to do that is to know yor cstomers. Employees also learn common money-landering tactics like layering, placement and strctring, as well as illegal se of wire transfers. This corse was pdated in 2005 to reflect the most crrent BSA rles regarding sspicios activities and transactions. Adience....All employees, especially frontline personnel Rnning Time...20 mintes 63

64 Bank Secrity Today 2 Series Every employee shold see this comprehensive secrity training series of six video corses ASAP. It prepares employees for virtally every secrity risk sitation they may enconter. Role plays show what to watch for, what to do and what to say. Originally created by the Bank Administration Institte, Bank Secrity Today 2 incldes these six programs: Rehearsal for Robbery Rip-Off BAI BST-101 BAI BST-104 To protect both yor employees and yor cstomers, this program teaches employees to mentally rehearse the correct procedres to follow dring the critical robbery sitation. Specific topics covered inclde: How to recognize & handle sspicios behavior How to react when confronted by a robber, inclding special instrctions for drive-p & walk-p personnel How to implement post- robbery procedres Tips for working with law enforcement officials and media Adience....All employees Time...18 min. Yor staff is the cstomer s last defense against scams. And they are the bank s first and best defense against civil lawsits, damaging pblicity and mch more. This program shows how alert, well-trained employees can spoil the con early in the process. Employees learn: How to spot common scams inclding the Bank Examiner Scheme, Pigeon Drop Game & the Home Improvement Scam Which cstomers are targeted by con artists & how to recognize sspicios behavior Specific ways to prevent & even stop scams in progress! Adience....All employees Time...16 min. Close-p on Frad Payment on Demand BAI BST-103 BAI BST-105 Proper training, common sense and correctly following bank rles can foil many frad perpetrators. This program describes in detail: How to recognize signs of frad Techniqes to detect fake and conterfeit checks, crrency and personal I.D. How to verify new accont applications How to stop frads & scams inclding cash back scheme Adience....All employees Time...23 min. While most kidnap and extortion threats are hoaxes by con artists who want qick cash, yo and yor employees mst be prepared. When threatened, it is essential that employees stay calm and follow correct procedres. Specific actions covered: When to notify athorities, the FBI & local law enforcement How to deal with an extortionist on the phone Proper methods for handling drop money Ways to prevent kidnap & extortion Adience....All employees Time...16 min. 64

65 Srprise Package BAI BST-106 A bomb threat is a frightening experience. Employees need to know how to handle this cowardly and common crime. Here they learn: How to safely condct a visal bomb search How & when to evacate the bilding & employees Effective telephone negotiations How to record critical information Adience....All employees Time...12 min. Open with Care BAI BST-102 There are many risks associated with opening and closing the instittion. Employees mst know proper safegards to protect themselves and coworkers. The video also shows helpfl procedres to redce the risk of robbery. Viewers learn: The danger of complacency The importance of being alert Specific gidelines for the lookot, the searcher and other employees Adience....All employees Time...13 min. 65

66 Robbery: Teller & Management Procedres RB-102 This excellent program follows a robbery in progress and reviews what tellers and managers shold do both dring and after it happens. Video incldes detailed spport material. This is a good, solid program for yor instittion s reqired periodic secrity training. Adience.... All Employees Rnning Time...32 mintes Importance of Confidentiality RB-101 Employees learn confidentiality is a reqirement of the job and an essential element in the cstomer s relationship with the instittion. Also, employees nderstand what, when and how certain information shold be provided to the cstomer. Adience.... All Employees Rnning Time...21 mintes Safe Deposit Secrity As a reslt of viewing this program, employees will: Understand the need for proper procedres & accrate record keeping Learn how to recognize & report sspicios activity & items fond in copon booths Know how to properly serve cstomers who reqire assistance Handle potentially dangeros sitations like fradlent property loss claims, nathorized access & extortion attempts Extortion SB-119 Adience....Safe Deposit Ops. Mgmt. & Attendants Rnning Time...22 mintes RB-103 Before and after role plays demonstrate ways in which employees shold deal with extortion attempts while they gather important information that will help athorities locate and apprehend extortionists. Bank Secrity: Kidnap/Extortion Call Employees learn: What to do in the event of a threatening phone call How the criminal thinks How to determine if a hostage threat is real A code of call system to se in a hostage sitation ATM Secrity: The Critical Moment RB-104 Adience.... All employees Rnning Time...15 mintes SB-118 Employees learn the specific actions reqired to avoid ATM-related crimes and secrity problems. Role plays demonstrate proper secrity procedres. This video also presents an overview covering how to make the ATM environment safe for employees and cstomers. Adience....Mgmt., Tellers, Sec. Pers. Rnning Time...17 mintes Adience.... All employees Rnning Time...11 mintes 66

67 Rip-Offs: Preventing Cash-Based Scams RB-124 Every hor of every day, more than $6 million dollars is lost to frad in the USA alone. And yet, frad is the most nderreported crime in the contry. It s a fact: with crcial training, yor employees can help protect yor cstomers from becoming victims of criminal con artists. By watching re-enactments or the most commonly perpetated scams, employees learn how to recognize cash-based rip-offs, inclding: Pigeon drop play Sweepstakes scams Home repair schemes Bank examiner scam Nigerian or advance fee scam Night deposit scam ATM scams Help protect yor cstomers and yor employees. US Marshall Dennis Marlock shows who is victimized which employees, which cstomers and why. The Bank Protection Act reqires yearly secrity training for all employees, even part-time employees. With this training and information, yo can help stop a cstomer, an employee and yor instittion from becoming victims. Adience....All departments and employees Rnning Time...21 mintes 67

68 7th Edition Bank Robber 7th Edition Bank Robbery Kits WB ES-5 These helpfl kits shold be placed at all teller windows as well as key locations on the banking floor. Each Bank Robbery Kit in the 7th Edition contains 17 cards that give employees step-by-step instrctions to follow after a robbery. Each kit incldes: PRE-ROBBERY PREPARATION CARDS Instrctions Yor Personal Secrity Checklist POST-ROBBERY ACTION CARDS Action Step #1: Emergency Contacts Action Step #2: Secre the Premises Action Step #3: Crime Scene Control Action Step #4: People Management For Management Action Step #5: Evidence & Information For Management Emergency Closing Signs (2) POST-ROBBERY RECOVERY CARD The Day After the Robbery For Management EVIDENCE TOOLS NEW: Bait Money Record Identifiable Items Aid Weapon Identification Aid Robbery Description Form (3) BONUS CARD NEW: Cash Withdrawal Alert Form 68

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72 Frad: All the Basics RB-122 Check frad increases 25% each year. Empower employees with knowledge inclding: Check kiting & check washing Common check frad schemes like Charity Scam & others Reg CC How to read the MICR line Check-clearing & float Federal Reserve Bank Districts How to detect bogs checks How to recognize government checks & travelers checks Secrity featres on checks How to evalate & examine ID Part of or excellent Secrity Series, this program will prepare employees to recognize the varios types of frad that banks sometimes fall victim to. Adience.... All departments and employees Rnning Time...28 mintes Sccessfl Cstomer Service & Sales PB-105 In today s competitive marketplace, every employee mst sell in the accont-opening process. As a reslt of this corse, employees will: Learn how to bild trst Learn to gather sensitive personal financial information Know how to move p the trst continm Understand featres vs. benefits Learn the 3-prodct rle Know how to state rles & policies in a positive way Learn the specific steps to say no when it s necessary Know how to obtain & retain cstomers Learn to overcome common objections Understand how to close the sale This program is part of or 5-star Personal Banking Essentials series, and it s a mst-see for every employee who interacts with cstomers. Adience....All cstomer contact employees Rnning Time...26 mintes 72

73 Determining Cstomers Needs PB-104 To determine cstomers needs as well as establish and maintain long-term, mltiprodct relationships, employees mst take action and demonstrate a positive attitde. As a reslt of this corse, employees will: Learn how to establish rapport Know how to ask needs-based qestions to identify needs Learn to provide information & discss options not make decisions or give legal advice Learn a specific process for opening a new accont Know how to obtain & retain cstomers Learn to overcome common objections Know how to handle an accont closing This program is part of or 5-star Personal Banking Essentials series, and it s a mst-see for every employee who interacts with cstomers. Adience.... All cstomer contact employees Rnning Time...22 mintes By following the principles yo ll learn in this program, yo ll be a benefit to the bank and its cstomers. 73

74 Rip-Offs: Preventing Cash-Based Scams Every hor of every day, more than $6 million dollars is lost to frad in the USA alone. And yet, frad is the most nderreported crime in the contry. RB-124 It s a fact: with crcial training, yor employees can help protect yor cstomers from becoming victims of criminal con artists. By watching re-enactments of the most commonly perpetated scams, employees learn how to recognize cash-based rip-offs, inclding: Pigeon drop play Sweepstakes scams Home repair schemes Bank examiner scam Nigerian or advance fee scam Night deposit scam ATM scams Help protect yor cstomers and yor employees. US Marshall Dennis Marlock shows who is victimized which employees, which cstomers and why. The Bank Protection Act reqires yearly secrity training for all employees, even part-time employees. With this training and information, yo can help stop a cstomer, an employee and yor instittion from becoming victims. Adience....All departments and employees Rnning Time...21 mintes 74

76 In Control: How to Manage the Angry & Emotional Cstomer CS-120 Cstomers bring the stress and frstration of their everyday lives with them into the bank. Bt what shold employees do if their cstomers stress trns into anger? This excellent video helps employees nderstand that it s not abot them. It also empowers them to gain control of the sitation. Throgh role plays, this program demonstrates how to implement a 5-point H.E.L.P.S. plan to diffse cstomers anger. Using these steps, yor employees will help cstomers regain their composre and set the stage for solving the problem. By knowing what to say and how to say it, employees will be better prepared to help difficlt cstomers resolve problems and complaints. Employees also learn how to stay in control dring ncomfortable cstomer sitations. As a reslt, employees can manage the level of stress they experience at work and that can have a positive impact on performance. Throgh role plays, this program also shows effective commnication techniqes that benefit all employees. Behavioral experts with a backgrond in psychology, training and banking conslted on this video. Their hands-on approach to problem solving has been adopted by some of the world s most prestigios Fortne 500 companies. A 5-star corse! Adience:...All employees Time:...27 mintes 76

77 Legal & Compliance Aspects of Deposit Acconts PB-102 Legal and compliance isses play a major role in the day-to-day activities of yor personal bankers. They need to know abot the legal aspects of deposit acconts as well as adhere to federal and state compliance reglations. This program covers types of accont ownership, signatre cards, compliance reglations, and closing docments and disclosres. As part of or poplar Personal Banking Essentials series, Legal & Compliance Aspects of Deposit Acconts will help yor new accont staff minimize costly legal and compliance errors. This program is key to properly represent the bank, best serve its cstomers and ensre compliance. The following regs are covered: Reg DD: Trth in Savings Reg CC: Expedited Fnds Availability Reg P: Privacy of Consmer Financial Information OFAC: Office of Foreign Assets Control Reg E: Electronic Fnd Transfer Act Fair Credit Reporting Act Right to Financial Privacy Act BSA: Bank Secrecy Act USA Patriot Act Yor employees will be able to transfer what they learn to yor instittion s prodcts and services. Adience....All employees Rnning Time...26 mintes 77

78 I Didn t Sign On to Sell! Series ST-125, ST-126, ST-127, ST-128 Help Employees Overcome Fear of Selling to Become Sales Stars Role plays, role plays and MORE role plays show yor employees how to overcome fear; what to say and how to say it; how to prepare to sell; learn the difference between featres and benefits and mch more! Keep Crrent Bsiness and Add to It With more competitors entering the marketplace every day, it s essential yor employees know how to keep crrent cstomers pls know how to p-sell and cross-sell. Management needs to know how to plan for selling and how to spport a sales environment. That s why yo receive 4 programs in this otstanding series: 3 programs for employees and a 4th program a bleprint for management. This behavior-changing video series on selling incldes: I Didn t Sign on to Sell, Program #1. Covers fear of selling and rejection; basic sales concepts and the first 2 of 5 traits of a soltionoriented, sales professional. Role plays demonstrate skills. (21 min., ST-125) I Didn t Sign on to Sell, Program #2. Covers professional sales traits 3-5; partnership selling; p-selling & cross-selling; a sales attitde & more. Role plays demonstrate skills. (18 min., ST-126) I Didn t Sign on to Sell, Program #3. Follows a complete sales transaction an extended role play that ses a simple 5-step sales process; incldes how to se open qestions; shows specific phrases to se at key steps in the process & more. (28 min., ST-127) Selling in Banks: A Bleprint for Management. Covers what management mst do to plan for sales; how to spport sales; how to establish a fondation for selling sccess. Presented in an informal meeting of managers at varios levels in the bank. Excellent! (30 min., ST-128) Adience....All cstomer contact employees Rnning Time...See above for respective times 78

79 How to Identify Sspicios Activities & Transactions EC-126R This money-landering Bank Secrecy Act video corse ses extensive role plays to show employees: How to recognize sspicios transactions & activities How to apply the Know Yor Cstomer rles so that sspicios activities are not overlooked or cstomers are not reported in error What to do when a sspicios transaction is identified Instances in which both a CTR & SAR mst be filed Employees also learn common money-landering tactics like layering, placement and strctring, as well as illegal se of wire transfers. This corse was pdated in 2005 to reflect the most crrent BSA rles regarding sspicios activities and transactions. It s important for yo to recognize sspicios activity at the start of the landering process. The best way to do that is to know yor cstomers. Adience....All employees, especially frontline personnel Rnning Time...20 mintes Overview of Key Deposit Regs EC-130R Every cstomer contact employee tellers, personal bankers, cstomer service reps pls operations and other key employees need a basic nderstanding of these reglations Featring the most crrent reglations, this corse will help yor employees nderstand what each of these deposit regs mean to the bank, yor cstomers and to their jobs. As a reslt of this program, yor employees will know the basics of 6 key deposit reglations. This program covers: Reglations are important to all of s. They protect or money and protect or financial rights. BSA: Bank Secrecy Act Reg CC: Expedited Fnds Availability Reg DD: Trth in Savings Reg E: Electronic Fnd Transfers Reg D: Eligibility of NOW Acconts Reg Q: Interest on Deposits Employees learn why each reg was created its prpose and how it affects yor instittion and cstomers. Comprehensive spport material and a qiz are inclded. Adience....All frontline staff Rnning Time...25 mintes 79

80 Robbery: Are Yo Ready? RB-121 Knowing what to dring a robbery is crcial to yor safety and to the safety of those arond yo. Preparedness is key failing to plan is planning to fail. This program covers: Note robbery Take-over robbery What to do before, dring and after New ploys to gain access like Phony Repair Man Scam Opening procedres Observation test Overall preparedness The program incldes interviews with a top bank secrity expert and a police detective, who add insight to this excellent program. Adience.... All departments and employees Rnning Time...21 mintes 80

81 Overview of Key Lending Regs Secrity: Protection & Prevention EC-128 RB-107 Real life examples help yor lending staff nderstand how the 6 lending reglations protect all credit cstomers inclding yor employees for those times when they are credit consmers. Viewers learn that it is their job to provide accrate information so consmers can make informed credit decisions. The corse covers: This interactive, tre-to-life video shows employees how to protect themselves, their coworkers and cstomers in the event of a robbery. Prodced in collaboration with a secrity expert and spokesman, this video reflects crrent bank secrity procedres and policies. It also contains exclsive information not available from other training resorces. Reg Z: Trth-in-Lending Reg C: HMDA Reg X: RESPA Reg B: ECOA The 3 Flood Reglations The Fair Hosing Act This corse shows why each reg was created, how it affects yor organization and yor cstomers as well as what to say and what not to say. Of corse, or excellent spport material and a qiz are inclded. Adience....All lending staff Rnning Time...32 mintes Part 1: Secrity Protection & Prevention This program for all employees opens with a scene in which the viewer is the robbery victim. Then employees are asked to fill ot a robbery description form to test their observation skills an interactive, fn and edcational experience! Two more real-life robberies demonstrate procedres that employees shold follow dring and after a robbery. Employees also learn secrity procedres that can make yor instittion an nattractive target for criminals. (27 mintes) Part 2: Robbery Prevention for Management This program provides valable crime prevention tips for yor secrity officer, bank management and policy makers. (8 mintes) Adience....Part 1: All employees; Part 2: Secrity leadership Rnning Time...See individal part times above 81

82 Understanding Personal & Bsiness Banking Prodcts PB-101 Today s Personal Banker mst know more than ever before prodcts, services, legal and compliance isses, docments and disclosres. They mst also know how to spot frad, how to verify identity, how to cross-sell, p-sell, and so mch more. As a reslt of this corse, employees will: Learn 9 key responsibilities of the Personal Banker Understand key confidentiality gidelines Learn an easy-to-se 6-point system for classifying bank prodcts Know FDIC insrance gidelines Understand prodcts & services available to retail cstomers Learn abot prodcts & services available to bsiness banking cstomers Part of or poplar Personal Banking Essentials series, this program provides the basic fondation reqired for all new acconts personnel. Adience....All frontline staff Rnning Time...31 mintes 82

83 Preventing New Accont Frad: Cstomer Identification & Verification PB-103 All employees are reqired to make... every reasonable effort to ensre the identity of persons reqesting accont stats at yor bank. As a reslt of this program, employees will: Understand their role in preventing frad when opening acconts Recognize common types of new accont frad Know how to verify ID & docmentation reqired to open an accont Recognize behavioral & processing red flags when opening acconts Understand compliance laws related to preventing frad As part of or Personal Banking Essentials Series, this program will give yor employees a basic nderstanding of frad prevention. Common types of frad covered inclde identity theft, cash back scam, paper hanging scam and phony claim scam. It also covers the Identity Theft and Assmption Deference Act of 1998 and the USA Patriot Act of This program wold benefit all employees, bt at a minimm, it s a mst-see program for every person who opens acconts. Adience....All employees Rnning Time...24 mintes Close Up on Frad BAI BST-103 Proper training, common sense and correctly following bank rles can foil many frad perpetrators. This program describes in detail: How to recognize signs of frad Techniqes to detect fake & conterfeit checks, crrency & personal I.D. How to verify new accont applications How to stop frads & scams inclding cash back scheme Adience....All employees Rnning Time...23 mintes 83

84 84 Importance of Confidentiality Employees learn confidentiality is a reqirement of the job and an essential element in the cstomer s relationship with the instittion. Also, employees nderstand what, when and how certain information shold be provided to the cstomer. RB-101 Adience.... All employees Rnning Time...21 mintes A Matter of Integrity: An Ethics Program for Bankers BAI ES-104 This very special video training program helps yo deal with the delicate sbject of employee theft. Unlike other programs, Integrity takes a positive approach to help yo remind employees of the special trst placed in them by the instittion and its cstomers. Role plays depict pressres that can lead good people astray and the conseqences. Adience.... All Employees Rnning Time...10 mintes Opening New Acconts: Compliance & Legal Responsibilities for Retail Acconts SB-103A This basics program reviews yor instittion s policies, procedres and forms for opening new acconts. It also covers: Individal Accont Ownership Individal Accont with Athorized Signer Joint Tenancy with Right of Srvivorship Joint Tenants in Common withot Srvivorship Ot of Hose Power of Attorney The program incldes a test, discssion qestions and other spplemental material. Adience....New Acconts Personnel Rnning Time...34 mintes Opening New Acconts: Compliance & Legal Responsibilities for Commercial Acconts & Other Acconts SB-103B This program addresses commercial, non-profit association, trst, minor and cort-ordered acconts. It covers: Sole Proprietorship Corporations General & Limited Partnerships Joint Ventres Non-Profit Associations Formal Trsts Payable on Death Exectors, Administrators, Gardianships Revocable Trsts Uniform Gifts/Transfers to Minors A test, discssion qestions and other spplemental information is inclded with this program. Adience....New Acconts Personnel Rnning Time...35 mintes What is Check Kiting? Key Commnication Skills for the New Acconts Person TT-105R This program shows what check kiting is, how kites operate, and otlines prevention and detection techniqes. Adience.... Tellers, New Cstomer Service Personnel Rnning Time... 9 mintes CS-109 Role plays demonstrate how to ask sensitive qestions abot age, income, accont balances and so on as well as how to best determine a cstomer s needs. Also covers what cstomers expect of the new acconts person, how to ask for permission to reqest personal information, how to answer qestions when yo don t know the answer and how to ask for the bsiness in a professional, non-pshy manner. Featres consltant Vicky Allen. Adience....New Acconts Personnel Rnning Time...17 mintes

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86 Cross-Servicing: Making Good Things Happen for Yor Cstomers ST-124 It s here an attitde-changing program that s garanteed to help yor employees be enthsiastic abot cross-selling! Designed for every employee who interacts with cstomers either in person or on the phone this two-program series covers it all. It starts by answering the 2 most important qestions: Why shold I bother? What s in it for me? Program 1: Changing Attitdes This program, designed to change hearts and minds abot cross-selling, pts employees in everyday, real-life sitations they can relate to sitations in which they ve been helped by someone who s saved them time, money or inconvenience. The program effectively makes the point that cross-servicing simply means people helping people. (12 min.) Program 2: Improving Skills Seven role plays show the same employees from the Changing Attitdes program now cross-selling their cstomers at the bank in a friendly, helpfl, non-pshy manner. (19 min.) Whether yo call it Cross-Selling or Cross-Servicing, the principles, techniqes and skills are the same. This excellent 2-part corse changes attitdes, addresses fears and teaches new skills. Adience....All employees Rnning Time...12 and 19 mintes 86

87 Everybody s Somebody s Cstomer Cstomer Service is a Contact Sport CS-114 CS-118 This program shows employees how to treat each other how to give each other good service. Role plays demonstrate and reinforce: How to present a cooperative, positive & pleasant attitde How to solve day-to-day problems sing good jdgement and alternative soltions How to be flexible, take responsibility & follow throgh Citing the 3 Service Facts of Life, the program shows that everybody is somebody s cstomer and needs to be treated with cortesy and professionalism. A mst-see program for every employee. Adience....All employees Rnning Time...17 mintes Are yor cstomers getting the service they expect? This advanced cstomer service program illstrates the differences between implied image how yor cstomers see yo and derived image what they actally experience in a face-toface interaction. When cstomers are dissatisfied, yo not only lose their bsiness, yo have to replace it and that can cost p to 8 times more than keeping the cstomers yo already have. This presentation shows employees how to be consltants who know how to increase profits by meeting cstomers needs and expectations. Yor employees will also learn how to apply 7 keys of SERVICE: See yorself as a bsiness Embrace new ideas Recognize and reward each other View everyone as a BIG cstomer Innovate Case positive wows Energy, energy, energy An otstanding and motivating program. Adience....All employees Rnning Time...35 mintes 87

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90 90 Key Commnication Skills for the New Acconts Person CS-109 Role plays demonstrate how to ask sensitive qestions abot age, income, accont balances and so on as well as how to best determine a cstomer s needs. Also covers what cstomers expect of the new acconts person, how to ask for permission to reqest personal information, how to answer qestions when yo don t know the answer and how to ask for the bsiness in a professional, non-pshy manner. Featres consltant Vicky Allen. Adience....New Acconts Personnel Rnning Time...17 mintes Telephone Skills CS-107 Employees learn A-Z phone skills how to: Speak clearly Repeat important information Ask qestions tactflly Convey sincerity & cortesy Ask permission to pt a call on hold or to transfer It also covers how to properly answer someone else s phone; take accrate messages; handle sensitive qestions and politely screen calls. Adience.... All employees Rnning Time...17 mintes Telephone Receptionist Employees learn 8 Signposts to Sccess for the telephone and/ or information desk receptionist. Provides examples, a self-test and gidelines. Applies to anyone who answers the phone and takes messages. CS-112 Adience.... All employees Rnning Time...10 mintes 5-Star Service Soltions How to Handle the Difficlt Cstomer CS-110 Employees learn how to diffse anger; how to handle absive sitations; how to trn a negative discssion into a positive, problem-solving sitation that benefits the employee, the instittion and the cstomer. Adience.... All employees Rnning Time...22 mintes Cstomer Service: It s Good Bsiness & It s Everybody s Bsiness CS-104 Employees learn how they play a key role in cstomer service and satisfaction. They also learn the Moments of Trth concept in working with cstomers and the 4 personal qalities of employees who provide qality service. In addition, the video corse addresses the importance of being happy in yor work and taking pride in what yo do. Role plays demonstrate examples within the bank. SB-101 This mch-advertised cstomer service program contains two segments one geared to management and the other to staff. The corse stresses the need for a clear service mission statement promoted throghot the instittion as well as the need to empower employees. Adience.... All employees Rnning Time...30 mintes Adience.... All employees Rnning Time...32 mintes

91 In Control: How to Manage the Angry & Emotional Cstomer CS-120 Cstomers bring the stress and frstration of their everyday lives with them into the bank. Bt what shold employees do if their cstomers stress trns into anger? This excellent video helps employees nderstand that it s not abot them. It also empowers them to gain control of the sitation. Throgh role plays, this program demonstrates how to implement a 5-point H.E.L.P.S. plan to diffse cstomers anger. Using these steps, yor employees will help cstomers regain their composre and set the stage for solving the problem. By knowing what to say and how to say it, employees will be better prepared to help difficlt cstomers resolve problems and complaints. Employees also learn how to stay in control dring ncomfortable cstomer sitations. As a reslt, employees can manage the level of stress they experience at work and that can have a positive impact on performance. Throgh role plays, this program also shows effective commnication techniqes that benefit all employees. Behavioral experts with a backgrond in psychology, training and banking conslted on this video. Their hands-on approach to problem solving has been adopted by some of the world s most prestigios Fortne 500 companies. A 5-star corse! Adience:...All employees Time:...27 mintes 91

92 Wold Yo Do Bsiness with Yo? CS-115 Entertaining, informative and inspiring Jane Handly presents a 5-star program on cstomer service. The former owner of a shopping company that did over 500,000 secret shops, Jane shares information she learned abot banks and their cstomers. She even provides Cstomer Cortesies yo can pt into action ASAP! Jane covers: 4 Secrets to good service What cstomers respond to Why cstomers leave 6 Taboos of service 7 Cstomer cortesies Why we need to find a better way to do the ordinary An exceptional presenter, Jane travels over 100,000 miles each year condcting seminars and training programs for clients like Neiman Marcs, AT&T, IBM as well as major financial instittions nationwide. This is one of the best programs ever prodced on the sbject of cstomer service for bankers. We garantee it! Adience....All employees Rnning Time...58 mintes How to Better Serve Yor Senior Cstomer CS-111 Excellent role plays demonstrate what to say and how to say it the basic etiqette reqired to serve senior cstomers. In brief interviews with seniors, these cstomers tell employees exactly what they want and expect from their bank and its employees. The video shows what to say to cstomers who want to chat dring bsy times as well as illstrates how to provide patient, nderstanding service. Depicts how to offer assistance to a senior cstomer withot being condescending. Sensitizes yor employees to seniors needs and the important role of the growing senior market. A very solid program. Adience....All employees Rnning Time...17 mintes 92

95 Teamwork, Pride & Professionalism What Do Yo Do After Yo Say Hello? BD-104 CS-113 A master motivator and former coach of Notre Dame s legendary Fighting Irish football team, Lo Holtz shares his niqe down-to-earth philosophy on how to work together and develop personal self-esteem. Program addresses all financial instittion employees. His message on teamwork crosses all bank bondaries. A winner! Adience.... All employees Rnning Time...22 mintes Cstomer Retention & Service Qality CS-103 Spokesman, athor and highly respected banker Norwood Red Pope describes several simple steps to provide the high level of cstomer service that keeps cstomers coming back. Adience.... All employees Rnning Time...18 mintes Cold yor employees provide better service to yor cstomers? Cold they be more professional? This program covers how to: Greet a cstomer Use his/her name when appropriate Use a Reqest to Serve phrase Handle interrptions Leave the window or desk withot worrying the cstomer And mch more PLUS the program answers the qestion: What s in it for me? Why shold I make the effort? (No, it s not simply that it is good for the bank.) Extensive role plays, realistic hmor and instant replays make key points. A first-rate program with excellent spport material. Adience.... All employees Rnning Time...26 mintes Yor Image is on the Line CS-116 Yor employees are the most important people in yor bank when they answer the telephone. The initial impressions yor cstomers form of yor instittion are what they remember from that first telephone contact. In this very poplar telephone skills program prodced by the experts Sothern Bell/Soth Central Bell employees learn what to do when receiving and making a telephone call. Throgh role plays they see what to say and how to say it. A Management Perspective on Cstomer Retention & Service Qality CS-101 A poplar indstry spokesman, Norwood Red Pope, tells it like it is to decision-makers who want improved profits by providing better cstomer service. Adience.... All employees Rnning Time...11 mintes Adience.... All employees Rnning Time...23 mintes 95

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100 Cross-Servicing: Making Good Things Happen for Yor Cstomers ST-124 It s here an attitde-changing program that s garanteed to help yor employees be enthsiastic abot cross-selling! Designed for every employee who interacts with cstomers either in person or on the phone this two-program series covers it all. It starts by answering the 2 most important qestions: Why shold I bother? What s in it for me? Program 1: Changing Attitdes This program, designed to change hearts and minds abot cross-selling, pts employees in everyday, real-life sitations they can relate to sitations in which they ve been helped by someone who s saved them time, money or inconvenience. The program effectively makes the point that cross-servicing simply means people helping people. (12 min.) Program 2: Improving Skills Seven role plays show the same employees from the Changing Attitdes program now cross-selling their cstomers at the bank in a friendly, helpfl, non-pshy manner. (19 min.) Whether yo call it Cross-Selling or Cross-Servicing, the principles, techniqes and skills are the same. This excellent 2-part corse changes attitdes, addresses fears and teaches new skills. Adience....All employees Rnning Time...12 and 19 mintes 100

101 Basic Types of Brokerage Investments ST-121 As or instittions offer more and more non-traditional services brokerage, investments, insrance and others it s imperative that each and every employee have a general, basic nderstanding of these additional prodcts. Yor Employees... While most cstomer contact personnel won t need detailed information, they do need to recognize the kinds of prodcts yor cstomers may ask abot when talking to tellers, personal bankers or anyone they talk with on the phone. As the name of the game is service the one key featre which distingishes one instittion from another employees mst be better, more informed bankers. With this knowledge, employees can refer cstomers to others in the bank as appropriate and keep valable deposits in yor instittion. Yor Cstomers, Yor Commnity... As a commnity service, this program may be shown to grops visiting yor instittion: Senior citizens, high school and college stdents, investment clbs, etc. Loan the program free of charge ONLY to interested grops: High school economics classes, adlt edcation grops, commnity colleges, etc. An excellent pblic service and PR program! Sccessfl Cstomer Service & Sales PB-105 In today s competitive marketplace, every employee mst sell in the accont-opening process. As a reslt of this corse, employees will: Learn how to bild trst Learn to gather sensitive personal financial information Know how to move p the trst continm Understand featres vs. benefits Learn the 3-prodct rle Know how to state rles & policies in a positive way Learn the specific steps to say no when it s necessary Know how to obtain & retain cstomers Learn to overcome common objections Understand how to close the sale This program is part of or 5-star Personal Banking Essentials series, and it s a mst-see for every employee who interacts with cstomers. Adience....All cstomer contact employees Rnning Time...26 mintes Adience....All cstomer contact personnel Rnning Time...24 mintes 101

102 Listening for Sccess ST-114 Employees learn how to be better listeners; how to greet a cstomer and listen for key information; how to set the mood, tone and direction of the conversation; and how to handle a qestion when yo don t know the answer. Adience....New Acconts Personnel Rnning Time...11 mintes Banks Shold Market the Nieman-Marcs Way ST-109 Demonstrates and applies the 4 key principles on which Neiman- Marcs bases its sccess: qality prodct, cstomer as client, intensive prodct display and promoting the organization s high-qality image. Featres noted marketing athor, jornalist and speaker Dr. Leonard Berry. Adience.... All frontline employees Rnning Time...12 mintes Cross Sell Caper: Cass of the Missing Opportnities Key Commnication Skills for the New Acconts Person ST-119 This campy, entertaining, informative program follows Detective Harry S. Cleman as he detects cles and recognizes cstomer needs. Detective Cleman shows that crossselling is simply providing first-rate cstomer service; that it benefits the instittion, the cstomer and the employee. A fn approach that involves viewers in solving a series of mysteries. Not for everyone a fn and interactive approach. Adience...Tellers, Contact Personnel Rnning Time...20 mintes CS-109 Role plays demonstrate how to ask sensitive qestions abot age, income, accont balances and so on as well as how to best determine a cstomer s needs. Marketing with a Smile ST-111 Employees learn how to view cstomer problems as challenges to be met and resolved with the aid of a smile. Filmed on location, the program featres a sccessfl bank that promotes a smile qotient as part of its marketing campaign. Also covers what cstomers expect of the new acconts person, how to ask for permission to reqest personal information, how to answer qestions when yo don t know the answer and how to ask for the bsiness in a professional, non-pshy manner. Featres consltant Vicky Allen. Adience....New Acconts Personnel Rnning Time...17 mintes Adience.... All frontline employees Rnning Time...12 mintes 102

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108 Everybody s Somebody s Cstomer CS-114 This program shows employees how to treat each other how to give each other good service. Role plays demonstrate and reinforce: How to present a cooperative, positive & pleasant attitde How to solve day-to-day problems sing good jdgement and alternative soltions How to be flexible, take responsibility & follow throgh Citing the 3 Service Facts of Life, the program shows that everybody is somebody s cstomer and needs to be treated with cortesy and professionalism. A mst-see program for every employee. Adience....All employees Rnning Time...17 mintes Dress for Sccess: Yor Personal Bsiness Style PR-111 Fashions go in and ot of style, bt Dress for Sccess, or first-ever animated program, was designed to be timeless. The animated format allows s to present simple illstrations withot showing specific trends or styles. Becase Dress for Sccess will never go ot of style, this may be the last wardrobe program yo ever have to by. Dress for Sccess demonstrates how both men and women can pt together complete and classic wardrobes sing jst 5 or 6 moderately-priced pieces of clothing they can mix and match. Talking to employees abot their wardrobes can be ncomfortable. However, dressing appropriately doesn t have to be difficlt. Cstomers prefer to give their money to someone who looks trstworthy. Let s show yor employees how to look the part. Adience....All employees (especially new hires) Rnning Time...15 mintes 108

109 How to Work with Difficlt & Diverse People: A Srvivors s Gide CS-117 Here is the definitive program that shows yor employees how to get along with jst abot everyone! Employees learn how to netralize the negative effects of the office complainer, negaholic, know-it-all, the critic and many others they enconter in day-to-day bsiness activities. The skills and techniqes they learn here work well with both co-workers and cstomers. This otstanding program covers the 9 most common types of difficlt personalities inclding: The Negaholic The Clam The People Pleaser The Know-It-All The Trickster The Critic The Adlt Child The Staller The Controller Throgh a continal series of role plays, employees learn exactly what to say and how to say it when dealing with these common difficlt behaviors. It s a mst-see program for all staff and management. The topic of diversity and a respectfl workplace are briefly addressed. Adience....All employees Rnning Time mintes

111 In Control: How to Manage the Angry & Emotional Cstomer CS-120 Cstomers bring the stress and frstration of their everyday lives with them into the bank. Bt what shold employees do if their cstomers stress trns into anger? This excellent video helps employees nderstand that it s not abot them. It also empowers them to gain control of the sitation. Throgh role plays, this program demonstrates how to implement a 5-point H.E.L.P.S. plan to diffse cstomers anger. Using these steps, yor employees will help cstomers regain their composre and set the stage for solving the problem. By knowing what to say and how to say it, employees will be better prepared to help difficlt cstomers resolve problems and complaints. Employees also learn how to stay in control dring ncomfortable cstomer sitations. As a reslt, employees can manage the level of stress they experience at work and that can have a positive impact on performance. Throgh role plays, this program also shows effective commnication techniqes that benefit all employees. Behavioral experts with a backgrond in psychology, training and banking conslted on this video. Their hands-on approach to problem solving has been adopted by some of the world s most prestigios Fortne 500 companies. A 5-star corse! Adience:...All employees Time:...27 mintes Banker Style: Dress Like a Professional withot Breaking the Bank PR-108 As yo know, it is very ncomfortable to talk to employees abot their attire, hygiene and other sensitive personal topics that impact the workplace. So let this exceptional video resorce do it for yo! Has bsiness casal become less bsiness and more casal? Employees learn what is appropriate bsiness casal as well as how to bild a basic bsiness wardrobe. Banker Style covers: Bilding a basic, cost-effective bsiness wardrobe Bsiness casal Facial hair beards & mstaches Hair styles & colors Hygiene & grooming Skirt lengths Footwear Banker Style shows yor employees veterans, new hires, even prospective employees how to dress appropriately and project a professional image on the job for a minimal investment

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114 Cross Servicing: Making Good Things Happen for Yor Cstomers Workplace Violence: The Calm Before the Storm ST-124 SB-121 It s here an attitde-changing program that s garanteed to help yor employees be enthsiastic abot cross-selling! Designed for every employee who interacts with cstomers either in person or on the phone this two-program series covers it all. It starts by answering the 2 most important qestions: Why shold I bother? What s in it for me? Program 1: Changing Attitdes This program, designed to change hearts and minds abot cross-selling, pts employees in everyday, real-life sitations they can relate to sitations in which they ve been helped by someone who s saved them time, money or inconvenience. The program effectively makes the point that cross-servicing simply means people helping people. (12 min.) Program 2: Improving Skills Seven role plays show the same employees from the Changing Attitdes program now cross-selling their cstomers at the bank in a friendly, helpfl, non-pshy manner. (19 min.) Whether yo call it Cross-Selling or Cross-Servicing, the principles, techniqes and skills are the same. This excellent 2-part corse changes attitdes, addresses fears and teaches new skills. OSHA reports that some 2 million American workers are victims of workplace violence every year. Workplace violence can strike anywhere, and no one is immne. This pro-active video corse is designed to help all employees from frontline personnel to operations employees, from spervisors to exective staff identify the warning signs of workplace violence. The goal: Prevent violence before it occrs. The program shows how to: Identify the characteristics of a potentially violent employee Resolve conflicts & manage stress Institte a Violence Prevention Program at yor workplace Create threat management teams Don t pt off addressing this isse. Do it now before yo need it. Adience....All employees Rnning Time...25 mintes Adience....All employees Rnning Time...12 and 19 mintes 114

115 How to Be a 5-Star Professional Sexal Harrassment: It s Serios Bsiness PR-102 SB-117 Employees learn attitde is a key to professionalism, and how to be problem solvers rather than problem collectors. Employees will also nderstand the vale of time and the need to prioritize work. Created and hosted by a sccessfl bank president & CEO. As a reslt of this program, employees will: Learn the concept of the 5-Star Professional Learn that the central factor in being a professional is attitde Learn how to be a problem solver rather than a problem collector Everyone in yor instittion will benefit from seeing this program. It demonstrates how to recognize sexal harassment in the workplace as well as how to prevent it. Role plays show how sexal harassment negatively affects all aspects of bsiness, from yor employees to yor cstomers. Stressing the importance of respect and professionalism in the workplace, this helpfl program promotes open commnication as a means of preventing and/or ending harassing sitations. Adience....All employees Rnning Time...25 mintes Understand that a professional mst be a team player to be trly sccessfl Learn the vale of time and the need to prioritize work Adience....All employees Rnning Time...12 mintes 115

116 Understanding the Lending Process OR-106 Yor employees learn: Why a bank lends money and why it s conservative in its lending policies; the basic terms; types of loans; and the 5 Cs criteria sed in making lending decisions. Adience.... New Employees, Cstomer Contact Personnel Rnning Time...19 mintes Basic Banking Prodcts Made Simple OR-105 A simple, straightforward approach to the 4 basic types of prodcts offered by every financial instittion. Created by experienced bankers and trainers, this corse shows the 4 basic prodct categories and how yor bank s many prodcts fit into these grops: Convenience Services, Short- Term Savings, Long-Term Investments and Lending. Adience.... All Employees Rnning Time...18 mintes The Importance of Accont Profitability OR-111 Employees learn how a bank stays in bsiness. Citing FDIC statistics for passbook and checking acconts, a real bank president examines the operating costs and break-even point for each type of accont. Commnication Skills SM-103 Did yo know there are 4 distinct commnication styles? And that to commnicate effectively and persasively with another person, it is most helpfl to appeal to them in their own style? The basic styles inclde the: Driver Analytical Amiable Expressive Like any other concept that attempts to categorize people, yo ll find the people with whom yo commnicate will fall somewhere between and among these styles. This program shows yo how to identify yor own style as well as how to work effectively with other styles. Adience.... All employees Rnning Time...22 mintes Financial Services: A Vale-Added Bsiness OR-108 An overview of the bsiness of banking, this program looks at the benefits offered to the bank s cstomers throgh its prodcts and the costs associated with offering those prodcts. Adience.... All Employees Rnning Time...30 mintes Adience....All employees Rnning Time...15 mintes 116

117 What Do Yo Do After Yo Say Hello? Importance of Confidentiality CS-113 RB-101 Cold yor employees provide better service to yor cstomers? Cold they be more professional? This program covers how to: Greet a cstomer Use his/her name when appropriate Use a Reqest to Serve phrase Handle interrptions Leave the window or desk withot worrying the cstomer And mch more PLUS the program answers the qestion: What s in it for me? Why shold I make the effort? (No, it s not simply that it is good for the bank.) Extensive role plays, realistic hmor and instant replays make key points. A first-rate program with excellent spport material. Adience.... All employees Rnning Time...26 mintes Employees learn confidentiality is a reqirement of the job and an essential element in the cstomer s relationship with the instittion. Also, employees nderstand what, when and how certain information shold be provided to the cstomer. Adience.... All employees Rnning Time...21 mintes Understanding the Check-Clearing Process TT-107 Details how checks move throgh the payment system; how check processing affects the instittion and its cstomers; key checkpoints. Incldes Reg CC retrn item and endorsement rles. Adience....All new employees, operations personnel Rnning Time...14 mintes Exploring the Basics of Banking BAI ES-103 This video program presents the world of retail banking. Five separate segments cover: The World of Banking A Loyal Cstomer The Departments in a Bank Paths to Profit Satisfying Cstomer Needs While each video segment rns from 3-7 mintes, it takes abot 4 hors to complete the workbook activities, readings and exercises in this package. A Matter of Integrity: An Ethics Program for Bankers BAI ES-104 This very special video training program helps yo deal with the delicate sbject of employee theft. Unlike other programs, Integrity takes a positive approach to help yo remind employees of the special trst placed in them by the instittion and its cstomers. Role plays depict pressres that can lead good people astray and the conseqences. Adience.... All Employees Rnning Time...10 mintes Adience....All Employees, new hires Rnning Time...25 mintes 117

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120 Everybody s Somebody s Cstomer CS-114 This program shows employees how to treat each other how to give each other good service. Role plays demonstrate and reinforce: How to present a cooperative, positive & pleasant attitde How to solve day-to-day problems sing good jdgement and alternative soltions How to be flexible, take responsibility & follow throgh Citing the 3 Service Facts of Life, the program shows that everybody is somebody s cstomer and needs to be treated with cortesy and professionalism. A mst-see program for every employee. Adience....All employees Rnning Time...17 mintes Sccess Throgh Self-Esteem Do any of yor employees lack: Self-esteem? On-the-job motivation? Enthsiasm for the job? Then this program is for yor employees! It can improve the self-esteem, motivation and enthsiasm they exhibit on the job as well as help them in their personal lives. Gifted motivational speaker Jane Handly presents a trly remarkable program designed to improve both work and personal performance. In her entertaining and inspiring presentation, Jane covers: How to stay p & overcome the slmps How to overcome worry TT-108 How to take care of yorself while taking care of bsiness How to make the Law of Attraction work for yo How to realize the benefits of work: confidence, character, accomplishment This excellent program comes with a 6-minte Video Leader s Gide. Adience....All employees Rnning Time...25 mintes 120

121 A Matter of Integrity: An Ethics Program for Bankers Teamwork, Pride & Professionalism Commnication Skills BAI ES-104 BD-104 SM-103 This very special video training program helps yo deal with the delicate sbject of employee theft. Unlike other programs, Integrity takes a positive approach to help yo remind employees of the special trst placed in them by the instittion and its cstomers. Role plays depict pressres that can lead good people astray and the conseqences. Adience.... All Employees Rnning Time...10 mintes In Control: How to Manage the Angry & Emotional Cstomer A master motivator and former coach of Notre Dame s legendary Fighting Irish football team, Lo Holtz shares his niqe down-to-earth philosophy on how to work together and develop personal self-esteem. Program addresses all financial instittion employees. His message on teamwork crosses all bank bondaries. A winner! Adience.... All employees Rnning Time...22 mintes Did yo know there are 4 distinct commnication styles? And that to commnicate effectively and persasively with another person, it is most helpfl to appeal to them in their own style? The basic styles inclde the: Driver Analytical Amiable Expressive Like any other concept that attempts to categorize people, yo ll find the people with whom yo commnicate will fall somewhere between and among these styles. This program shows yo how to identify yor own style as well as how to work effectively with other styles. Adience.... All employees Rnning Time...22 mintes CS-120 Cstomers bring the stress and frstration of their everyday lives with them into the bank. Bt what shold employees do if their cstomers stress trns into anger? This excellent video helps employees nderstand that it s not abot them. It also empowers them to gain control of the sitation. Throgh role plays, this program demonstrates how to implement a 5-point H.E.L.P.S. plan to diffse cstomers anger. Using these steps, yor employees will help cstomers regain their composre and set the stage for solving the problem. By knowing what to say and how to say it, employees will be better prepared to help difficlt cstomers resolve problems and complaints. Employees also learn how to stay in control dring ncomfortable cstomer sitations. As a reslt, employees can manage the level of stress they experience at work and that can have a positive impact on performance. Throgh role plays, this program also shows effective commnication techniqes that benefit all employees. Behavioral experts with a backgrond in psychology, training and banking conslted on this video. Their hands-on approach to problem solving has been adopted by some of the world s most prestigios Fortne 500 companies. A 5-star corse! Adience:...All employees Time:...27 mintes 121

122 How to Work with Difficlt & Diverse People: A Srvivors s Gide CS-117 Here is the definitive program that shows yor employees how to get along with jst abot everyone! Employees learn how to netralize the negative effects of the office complainer, negaholic, know-it-all, the critic and many others they enconter in day-to-day bsiness activities. The skills and techniqes they learn here work well with both co-workers and cstomers. This otstanding program covers the 9 most common types of difficlt personalities inclding: The Negaholic The Clam The People Pleaser The Know-It-All The Trickster The Critic The Adlt Child The Staller The Controller Throgh a continal series of role plays, employees learn exactly what to say and how to say it when dealing with these common difficlt behaviors. It s a mst-see program for all staff and management. The topic of diversity and a respectfl workplace are briefly addressed. Adience....All employees Rnning Time mintes 122

123 Wold Yo Do Bsiness with Yo? CS-115 Entertaining, informative and inspiring Jane Handly presents a 5-star program on cstomer service. The former owner of a shopping company that did over 500,000 secret shops, Jane shares information she learned abot banks and their cstomers. She even provides Cstomer Cortesies yo can pt into action ASAP! Jane covers: 4 Secrets to good service What cstomers respond to Why cstomers leave 6 Taboos of service 7 Cstomer cortesies Why we need to find a better way to do the ordinary An exceptional presenter, Jane travels over 100,000 miles each year condcting seminars and training programs for clients like Neiman Marcs, AT&T, IBM as well as major financial instittions nationwide. This is one of the best programs ever prodced on the sbject of cstomer service for bankers. We garantee it! Adience....All employees Rnning Time...58 mintes Energizing Yor Performance CS-119 How can yo prevent personal and professional brnot? This high-energy program demonstrates how yor employees can motivate themselves and enhance their personal and bsiness sccess. It s p to them not their employers, spervisors or co-workers to manage themselves. This behavior-changing presentation also shows employees how to handle change. Employees are rged to: Let go of past failres & disappointments Concentrate on today Re-examine their attitdes & behaviors Re-discover their talents Re-apply them to their work Master motivator Eileen McDargh sggests this simple 4-point plan: Show p Pay attention Tell the trth Keep things in perspective This inspiring program helps employees find the energy they need to recharge their batteries and take charge of their personal and professional lives. Adience....All employees Rnning Time...40 mintes 123

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126 Coaching I: Improve Employee Performance Throgh Coaching SM-114 As a manager, yo cannot change people bt yo can improve behavior. In this video corse, managers learn how to coach employees to get desired performance reslts. In addition, it otlines: 4 Management Myths Myth: To be a good manager, yo need to be a psychologist. 3 Management Facts of Life Fact: Yo manage behavior not people. 6 Critical Qestions Qestion: Do yo nintentionally reward negative behavior? And mch more! An excellent, extended role play shows a spervisor coaching an employee who is freqently late for work. This detailed how to role play shows exactly what to say and how to say it. A first-rate program designed to improve problem behavior ASAP! Adience....Spervisors and Managers Rnning Time...31 mintes Coaching II: More Techniqes to Improve Employee Performance SM-116 Bilding on the knowledge base from Coaching I, this program demonstrates more techniqes to improve work performance. This program addresses coaching the difficlt employee as well as the employee who wants to improve bt needs specific gidance. How to se conseqences both negative and positive to reinforce behavior is also demonstrated. Pls learn how to coach in rotine dayto-day activities to prevent more serios performance problems from occrring. Adience....Spervisors and Managers Rnning Time mintes 126

127 Exective Briefing on Strategic Secrity Isses Yor Board of Directors mst review secrity policies every year, de to the Bank Protection Act. For this crcial meeting, respected indstry expert, William F. Gearin, former BAI Secrity Commission Chairman, applies his 40+ years in law enforcement and bank secrity to provide insight and strategic gidance for top management. For ease of se, this program is divided into the seven segments listed below: Segment 1: Secrity Leadership Segment 2: Failing to Plan is Planning to Fail Segment 3: Bllet-Resistant Barriers Segment 4: Dye Pacs Segment 5: Other Deterrents Segment 6: The War on Check Frad Segment 7: Loan Frad Segments can be viewed individally, in bndles of two or more, or all at one time. Adience...Board of Directors, Secrity Officers, Top Mgmt Rnning Time...55 mintes Sccessfl Cstomer Service & Sales PB-105 In today s competitive marketplace, every employee mst sell in the accont-opening process. As a reslt of this corse, employees will: Learn how to bild trst Learn to gather sensitive personal financial information Know how to move p the trst continm Understand featres vs. benefits Learn the 3-prodct rle Know how to state rles & policies in a positive way Learn the specific steps to say no when it s necessary Know how to obtain & retain cstomers Learn to overcome common objections Understand how to close the sale This program is part of or 5-star Personal Banking Essentials series, and it s a mst-see for every employee who interacts with cstomers. Adience....All cstomer contact employees Rnning Time...26 mintes 127

129 A Systematic Approach to Condcting Effective Performance Appraisals Sexal Harrassment: It s Serios Bsiness SM-113 SB-117 This advanced program covers the prpose of performance reviews; spervisor s and manager s role in the process and a recommended seqence of events. Pls a list of helpfl hints to ensre sccess is also inclded. Excellent information presented in a direct, straightforward, no-frills manner. Otstanding spport materials accompany this video. Adience....Spervisors and Managers Rnning Time...16 mintes Everyone in yor instittion will benefit from seeing this program. It demonstrates how to recognize sexal harassment in the workplace as well as how to prevent it. Role plays show how sexal harassment negatively affects all aspects of bsiness, from yor employees to yor cstomers. Stressing the importance of respect and professionalism in the workplace, this helpfl program promotes open commnication as a means of preventing and/or ending harassing sitations. Adience....All employees Rnning Time...25 mintes 129

131 Commnication Skills Workplace Violence: The Calm Before the Storm SM-103 SB-121 Did yo know there are 4 distinct commnication styles? And that to commnicate effectively and persasively with another person, it is most helpfl to appeal to them in their own style? The basic styles inclde the: Driver Analytical Amiable Expressive Like any other concept that attempts to categorize people, yo ll find the people with whom yo commnicate will fall somewhere between and among these styles. This program shows yo how to identify yor own style as well as how to work effectively with other styles. Adience....All employees Rnning Time...22 mintes OSHA reports that some 2 million American workers are victims of workplace violence every year. Workplace violence can strike anywhere, and no one is immne. This pro-active video corse is designed to help all employees from frontline personnel to operations employees, from spervisors to exective staff identify the warning signs of workplace violence. The goal: Prevent violence before it occrs. The program shows how to: Identify the characteristics of a potentially violent employee Resolve conflicts & manage stress Institte a Violence Prevention Program at yor workplace Create threat management teams Don t pt off addressing this isse. Do it now before yo need it. Adience....All employees Rnning Time...25 mintes 131

132 How to Work with Difficlt & Diverse People: A Srvivors s Gide CS-117 Here is the definitive program that shows yor employees how to get along with jst abot everyone! Employees learn how to netralize the negative effects of the office complainer, negaholic, know-it-all, the critic and many others they enconter in day-to-day bsiness activities. The skills and techniqes they learn here work well with both co-workers and cstomers. This otstanding program covers the 9 most common types of difficlt personalities inclding: The Negaholic The Clam The People Pleaser The Know-It-All The Trickster The Critic The Adlt Child The Staller The Controller Throgh a continal series of role plays, employees learn exactly what to say and how to say it when dealing with these common difficlt behaviors. It s a mst-see program for all staff and management. The topic of diversity and a respectfl workplace are briefly addressed. Adience....All employees Rnning Time mintes 132

133 Be Prepared to Speak This otstanding program is a step-by-step gide to pblic speaking. Prodced by noted Toastmasters SB-124 International, the video shows how to target yor adience, how to organize yor speech, how to se stories and qotations to enhance yor presentation, how to overcome nervosness and how to leave yor adience with a powerfl and lasting impression. Adience....Spervisors, Managers, Exectives Rnning Time...27 mintes Management Principles for New Women Managers New women managers learn: 10 key attribtes of efficient managers Essential managerial fnctions Traditional female attitdes that help or hamper How to se power effectively A model method & strategy to strengthen weaknesses As a reslt of viewing this program, participants will be able to identify managerial strengths and design corrective action plans for weaknesses. SM-102 Adience....New Women Mgrs. Rnning Time...25 mintes How To Motivate Yor People SM-109 Spervisors learn what motivates people at varios levels in the organization and different stages of personal development. Also covers sccess and reward systems, positive work environments and personal recognition programs. Adience....Spervisors, Mgrs. Rnning Time...18 mintes Time Management SM-104 Two top indstry consltants cover the topic of time management inclding: Time leaks How to handle paperwork overload 25 time-saving shortcts & delegation tips An informative, enjoyable program. Adience....Spervisors, Mgrs. Rnning Time...22 mintes Spervisory Training: One of the Gang SM-101 New spervisors learn how to cope with changes in the workplace as a reslt of a promotion like former peers who react negatively to the new spervisor s stats. Covers key qalities that comprise an effective spervisor, pls for points in working with team players in oneon-one sitations. Adience....New Spervisors Rnning Time...12 mintes How to Sccessflly Manage Change Problem Focs vs. Otcome Focs SM-115 New prodcts, services, technology, reglations and cost-controls make change in banking and elsewhere an ongoing process. Spervisors and managers learn how change affects employees; how to identify the symptoms of change like recognizable patterns of behavior and how to manage change by employing effective soltions. Adience....Spervisors, Mgrs. Rnning Time...16 mintes SM-107 Employees learn the difference between 2 common types of problem-solving methods and how to sharpen problem-solving skills by constrcting otcome statements. This excellent program is designed to help employees solve problems sccessflly and positively. Adience....Spervisors, Mgrs. Rnning Time...20 mintes Delegating Responsibility Spervisors learn: What delegation is Why it is important What is reqired How to prepare for delegation SM-108 They learn delegation is often the most important yet most difficlt task for new spervisors. Adience....New Mgrs, Spervisors Rnning Time... 9 mintes 133

134 Incentives: How to Make Them Work For Yo SM-111 How to se cost-effective incentives to motivate employees, improve prodctivity and profitability. And please note: Money is not always necessary! An indstry expert covers what elements comprise a good incentive program as well as otlines special management considerations. The program cites examples of specific sccessfl incentive programs. Adience....Spervisors, Managers, Exectives Rnning Time...25 mintes Selection Interviewing: How to Hire the Right Person for the Job SM-117 Poor hiring decisions reslt in discipline problems, poor motivation and low prodctivity. Proper hiring can save time, money and morale! This program incldes everything spervisors and managers need to know to improve their hiring sccess ratios. Excellent spport materials inclde interviewing techniqes and a handy gide to se in every interview sitation. Goal Setting SM-106 Learn how to improve performance by setting attainable goals. The advantages of goal setting as well as gidelines for constrctive goal setting are covered in this program. Also addressed are potential problems; employee commitment; common events that case high and low levels of prodctivity; and taskoriented vs. goal-oriented employees. Adience....Spervisors, Mgrs. Rnning Time...13 mintes Performance Appraisal SM-110 This basic program demonstrates the right and wrong ways to condct a performance appraisal; shows how both the employee and spervisor can benefit. Extensive spport material incldes sample evalation forms and followp reports. This poplar, informative and enjoyable program featres experts Diane Johnson and Pal Ott. Adience.... Spervisors, Managers Rnning Time...16 mintes Commnication Skills SM-103 Discsses the 9 qalities of a sccessfl spervisor and key commnication elements. Helps each person identify his/her own personal commnication style and how to work effectively with other styles. Featres 2 top consltants who condct several role plays. Adience....Spervisors, Managers, Exectives Rnning Time...22 mintes Interviewing Skills SM-112 Interviewing prospective employees reqires a thorogh knowledge of the law the Eqal Employment Opportnity Act. To ensre compliance, this excellent training video covers the 10 Taboo Topics and featres a flashback role play so viewers can test their knowledge. A good basics program for anyone who interviews prospective employees. Adience....Any Employee that Condcts Employment Interviews Rnning Time...11 mintes Adience....Any Employee that Condcts Employment Interviews Rnning Time...29 mintes 134

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136 How to Make Time for Training A 3-Step Formla for Training Design TM-117 Designing a training program doesn t need to be a complex process when yo se the simple T-I-P no-fail formla for sccess. Adience....Training Staff Rnning Time...7 mintes 10 Training Energizers Yo Can Bank On TM-113 Featres 10 case stdies of training managers at commnity, mid-size and large metropolitan instittions. Details the techniqes they se Lnch n Learn, Break-Time Cinema and many more to fit training into bsy bank and employees schedles. Adience....Training Staff Rnning Time...23 mintes How to Promote Training in Yor Instittion TM-102 Featres practical ideas yo can se to promote yor training sessions how to make them more exciting and how to raise employees level of enthsiasm for training sessions. Adience....Training Staff Rnning Time...18 mintes Ways to Enhance Adlt Learning Training Manager: Yo are the Ultimate Coach TM-107 Covers 2 ways to enhance adlt learning: Throgh se of visal presentations and throgh employee involvement. Incldes specific activities to encorage participation. Adience....Training Staff Rnning Time...15 mintes The 8 Roles of the Training Manager Discsses the 8 important roles of the training manager. Examines the training manager s ltimate goal: To maximize learning and to minimize teaching. By nderstanding and clarifying yor roles and varios job fnctions, yor effectiveness will be increased. Professionalism In Training TM-116 Adience....Training Staff Rnning Time...25 mintes TM-104 This program illstrates specific ways in which yo can become a more professional trainer. Adience....Training Staff Rnning Time...14 mintes TM-108 TM-114 Learn to se energizers to keep trainees motivated, pbeat and enthsiastic. Understand the different types of energizers and their applications inclding: Establish rapport Reinforce key principles & terms Improve commnication skills Enhance perception Stimlate grop interaction Extensive spport materials. An excellent program! Adience....Training Staff Rnning Time...19 mintes Using Notre Dame s former coach, Lo Holtz, as a role model (and film footage of the coach in action) the program otlines personal characteristics and sccess strategies for the training manager who wants to be the best he/she can be. A firstrate program. Adience....Training Staff Rnning Time...14 mintes How to Track Training Reslts TM-105 Discsses the need for developing a strctred format to help yo track specific training program reslts. Adience....Training Staff Rnning Time...20 mintes 136

137 5 Creative Training Techniqes Use 5 very creative training techniqes to improve retention, aid learning and make yor sessions interesting, lively and as a reslt well attended! Topics covered inclde the se of props, msic, commnity-oriented prizes, projects and more. TM-109 Adience....Training Staff Rnning Time...12 mintes 4 Tips to Improve Yor Presentation Skills TM-110 Improve yor training presentation skills with these practical techniqes yo can pt into practice now. Adience....Training Staff Rnning Time...16 mintes Incorporating the Corporate Cltre in Training Condcting Effective Role Plays TM-115 It is essential that the training manager reinforce the vales and attitdes of the organization dring reglar training sessions. This program details how to incorporate the corporate cltre sing simple and proven techniqes. Adience....Training Staff Rnning Time...10 mintes TM-106 This program shows how to condct effective role plays to enhance and strengthen yor training sessions. Adience....Training Staff Rnning Time...9 mintes Coaching: The Spervisor s Critical Role in the Training Process TM-111, 112 This video incldes 2 segments: Part 1: Covers the 3 components of learning. Also addresses observationbased training, coaching and a resltsoriented, step-by-step approach to involve spervisors in the training process. Part 2: Details the 5 most common objections from spervisors, specific methods and how to techniqes to overcome those objections pls mch more. Adience....Training Staff Rnning Time...29 mintes

138 ////////// index of titles ///////////////////////////////////////////////// A,B A 3-Step Formla for Training Design A Management Perspective on Cstomer Retention & Service Qality A Matter of Integrity: An Ethics Program for Bankers... 14,84,117,121 A Systematic Approach to Condcting Effective Peformance Appraisals America s Most Wanted Drg Criminals...9,31 Americans with Disabilities Act: Cstomer Cortesies ATM Secrity:The Critical Moment Bank Secrecy Act Today....9,35 Bank Secrity Today 2 Series Bank Secrity: Kidnap/Extortion Call Banker Style: Dress Like a Professional withot Breaking the Bank... 13,111 Banks Shold Market the Nieman-Marcs Way Basic Banking Etiqette ,88,98,112 Basic Banking Prodcts Made Simple Basic Types of Brokerage Investments...37,101 Be Prepared to Speak BSA: What Every Employee Mst Know...34,62 C Cash-Handling Basics Close Up on Frad...83,64 Coaching I: Improve Employee Peformance Throgh Coaching Coaching II: More Techniqes to Improve Employee Performance Coaching: The Spervisor s Critical Role in the Training Process Commnication Skills ,121,131,134 Condcting Effective Role Plays Confidentiality: Information Protection... 10,28,48,58,75 CRA: Making a Difference in the Commnity... 32,45 CRA:What Every Employee Needs to Know...32,46 Credit: It s in Yor Control....39,49 Cross Sell Caper: Cass of the Missing Opportnities Cross Servicing: Making Good Things Happen for Yor Cstomers... 86,100,114 Cstomer Service is a Contact Sport Cstomer Service: It s Good Bsiness & It s Everybody s Bsiness D,E Delegating Responsibility Determining Cstomers Needs... 73,93,103,130 Dress for Sccess: Yor Personal Bsiness Style...12,108 Emergencies: Preparing for the Unpredictable Energizing Yor Performance Everybody s Somebody s Cstomer ,108,120 Exective Briefing on Strategic Secrity Isses... 38,60,127 Exploring the Basics of Banking ,117 Extortion F Fair Credit Reporting Act Fair Lending: For All Employees....30,50 Fair Lending: Yo Make the Difference... 31,51 Federal Financial Privacy Isses Financial Services: A Vale-Added Bsiness Basic Sales Steps for Calling Officers: A 7-Program Series Creative Training Techniqes Star Service Soltions Tips to Improve Yor Presentation Skills Frad: All the Basics.... 7,60,72 G,H Goal Setting Gramm-Leach Bliley Act How to Be a 5-Star Professional How to Better Serve Yor Senior Cstomer How to Handle the Difficlt Cstomer How to Identify Sspicios Activities & Transactions ,29,6379 How to Make Time for Training How to Motivate Yor People How to Promote Training in Yor Instittion How to Redce Loan Docmentation Risk How to Sccessflly Manage Change How to Track Training Reslts How to Work with Difficlt & Diverse People: A Srvivor s Gide ,122,132 I,J,K I Didn t Sign On to Sell! Series...78,94,104,128 Importance of Confidentiality... 66,84,117 In Control: How to Manage the Angry & Emotional Cstomer... 76,91,111,

139 /////////////////////////////////////////////////////////////////////////////////// Incentives: How to Make them Work for Yo Incorporating the Corporate Cltre in Training Interviewing Skills Key Commnication Skills for the New Acconts Person... 84,90,102 L Legal & Compliance Aspects of Deposit Acconts...33,77 Listening for Sccess M Management Principles for New Women Managers Marketing with a Smile Money Facts & Featres More Basic Banking Etiqette... 16,88,98,112 MTT5 Administrator s Gide MTT5 Corse 1: Yor Role as a Professional Teller MTT5 Corse 2: Handling Cash MTT5 Corse 3: Checking & Savings Transactions MTT5 Corse 4: Making the Check-Cashing Decision MTT5 Corse 5: Additional Bank Prodcts & Services MTT5 Corse 6: Balancing Ot MTT5 Corse 7: Forgery & Signatre Verification. 24 MTT5 Corse 8: Detecting Conterfeits MTT5 Corse 9: Preventing Frad MTT5 Corse 10: Yo & Yor Cstomers N,O,P,Q Negotiable Instrments & Endorsements Open with Care Opening New Acconts: Compliance & Legal Responsibilities for Retail Acconts...36,84 Opening New Acconts: Compliance & Legal Responsibilities for Commercial Acconts & Other Acconts...36,84 Overview of Key Deposit Regs ,29,79 Overview of Key Lending Regs... 38,47,81 Payment on Demand Performance Appraisal Preventing New Accont Frad: Cstomer Identification & Verification... 11,63,83 Problem Focs vs. Otcome Focs Professionalism in Training R Real Selling: A 5 Program Series Reg CC: An Overview for All Employees Reg E: EFT Essentials for All Employees Rehearsal for Robbery Residential Mortgage Lending Series....41,52 RESPA: Real Estate Settlement Procedres Act....35,51 Right to Financial Privacy Act Rip-Offs Rip-Offs: Preventing Cash-Based Scams... 8,67,74 Robbery: Are Yo Ready?... 61,80 Robbery: Teller & Management Procedres Robbery: What Every Employee Mst Know S Safe Deposit Secrity Secrity: Protection & Prevention ,81 Selection Interviewing: How to Hire the Right Person for the Job th Edition Bank Robbery Kits Sexal Harassment: It s Serios Bsiness ,129 Sccess Throgh Self-Esteem Sccessfl Cstomer Service & Sales... 72,101,127 Spervisory Training: One of the Gang Srprise Package T Teamwork, Pride & Professionalism ,121 Telephone Receptionist Telephone Skills Energizers Yo Can Bank On The 8 Roles of the Training Manager The Importance of Accont Profitability Time Management Training Manager: Yo Are the Ultimate Coach U,V,W,X,Y,Z Understanding Personal & Bsiness Banking Prodcts... 6,44,82,110 Understanding the Check-Clearing Process.. 14,117 Understanding the Lending Process Unmasking the Forger...7,56 Ways To Enhance Adlt Learning What Do Yo Do After Yo Say Hello?... 95,117 What is Check Kiting?... 14,84 Workplace Violence: The Calm Before the Store ,131 Wold Yo Do Bsiness with Yo?....92,123 Yor Image is on the Line