Your Branch Career Development Path FORUM Credit Union Retail Delivery Updated December 2010
Welcome to FORUM Credit Union! The Universal Agent Program is your personal development path for your career at FORUM Credit Union. This program serves to prepare you for the branch of the future, where a member can have any service need met by the first employee with whom they come in contact. This means anything from cashing a check to rolling over a Traditional IRA to a ROTH IRA! You are responsible for maintaining the records of your personal Career Development Path. This packet serves as a hard copy location where you can track the skill training and practice you complete for each stage of your career development. Your manager will review your packet periodically at your coaching sessions to make sure you are on track. Here s how the packet works: There are four sections in the packet for each of the stages in the Universal Agent Path [MSR-in-Training, MSR I, MSR II, and Universal Agent]. Each section includes a list of skills you will be expected to perform at that stage and the training resources available for each skill. Your sales and service goals while in a stage and a suggested timeline for that stage s completion are also listed. Each section will also include a table with four columns labeled : Date Completed, : MSR Initials, : Date Completed, and : Manager Initials. Complete each section by doing the following: If you have knowledge of a skill by attending training [whether through Motivate U, by your manager, a co-worker, or self-paced], put the attendance date and your initials in the two columns. If you have successfully practiced a skill with a trainer or your manager, they will put the practice date and their initials in the two columns. Following completion of the and of the skills for each level of the Universal Agent Career Path, your manager will make a recommendation for you to attend an MSR/UA Assessment. These assessments will serve as an evaluation of your ability to Perform each of the cumulative skills for an MSR or the Universal Agent level in an environment similar to what you would experience in the branch [for example, if you are being assessed as an MSR II, you can be held responsible for performing any MSR-in-Training, MSR I, and MSR II skill]. If you have any questions about the materials in this packet, please ask your manager or feel free to call anyone in the Training Department. Again, welcome! Suzanne Collins & Linnea Evans Training Consultants
Key = Training Experience Currently Available = Training Experience Coming Soon [HQ] = Training Experience Offered at Headquarters [ R ] = Training Experience Offered at Regional Locations [SP] = Training Experience Offered as Self-Paced [W] = Training Experience Offered as a Webinar
MSR-in-Training Skill Sets [ 7 days ] Navigate Hot Topics Training Experience Date MSR Initials Date Mgr Initials Navigate Public Pages Navigate Products & Services Module FLIP Navigate My Workgroups Update Profile Submit a Footprints Ticket Basic Operations Training [HQ] Enroll in a Motivate U Class Download Occurrences to Calendar Access Branch Schedule on Q: Drive FOCUS Navigate Member Profiles & Transaction Histories Use Search & Filter Functions Basic Operations Training [HQ] Review & Add Notes Count in Drawer Teller Nav Balance Drawer Process Cash & Check Deposits Process Split Deposits Basic Operations Training [HQ] Process Loan Payments Page 5
MSR-in-Training Skill Sets, Cont d Cash a Check Training Experience Date MSR Initials Date Mgr Initials Process Withdrawals Teller Nav, Cont d Process Transfers Process Money Market Checks Process Home Equity Checks Place a Check Hold Process SBO Transactions Sell a Cashier s Check Basic Operations Training [HQ] Read & Add an Attention Message Read a Member Profile ITI Outlook Perform Basic Account Inquiries Read & Add Attention Messages Place a Check Hold Create Inbox Folders Create Auto Signature Commercial Integrator & ITI: Basics [HQ] Basic Operations Training [HQ] Page 6
MSR-in-Training Skill Sets, Cont d Lock Drawer & Computer Station Training Resource Date MSR Initials Date Mgr Initials Security Follow Clean Desk Policy Follow Teller Drawer Limit Follow Check Cashing & Hold Policies Detect Fraudulent Cash & Checks Basic Operations Training [HQ] Robbery Training [HQ] Safe Blog Videos [SP] Identify when to Complete a CTR, SAR & MIL Understand UA Expectations Sales & Service Understand Sales Expectations Understand Service Expectations Understand the Connection between Sales and Service Learn Products & Services Differentiate between like Products Basic Operations Training [HQ] One Stop [SP] Product Workbook [SP] Page 7
MSR-in-Training Performance Expectations MANDATORY TRAINING EXPERIENCES Basic Operations Training [HQ] MONTHLY SERVICE EXPECTATIONS No variances over $5.00, losses, or inclusion on the audit list for the month Including losses due to failure to follow appropriate policy/procedures Adherence to employee schedule Adherence to schedule means no late arrivals, late returns from lunch, or early departures Loyalty Index score of 80% or higher
MSR-in-Training Performance Expectations, Cont d MONTHLY SALES EXPECTATIONS Attainment of at least one manager-assigned new member service sales goal and no zeros in a sales goal category Branch Managers will assign unique production goals to each employee based on their current MSR/UA Level. Employees can meet their production goal by opening a new service at a member initiated request or by their suggestion to a member [cross sell]. *Services definition: Checking [not including Aware or Second Checking], Club Accounts [CommonCents, Santa Savings, Special Savings, or Weekly 5 Club], Money Market Accounts, CDs [including Crossover Money Market], IRAs, Business Accounts [both Checking and Loans], Moneylines, Auto Loans, HELOCs, and Mortgages **Active Checking Account Definition: ATM/Debit Card ordered, Direct Deposit posted, and 10 transactions posted Sales Accountability Standard: An MSR that does not have one cross sell for a 3 month period is subject to a sales counseling notice. The three month time period does not begin until after the MSR has been out of Basic Operations Training for three months. The counseling is only to occur after documented coaching sessions have been conducted and a sales developmental plan has been administered. The sales counseling notice is categorized as a Substandard Quality of Work. The notice is a Level I with a 90-day timetable for improvement. If no improvement is noted within the next 90 days, the MSR is subject to further disciplinary action.
FOCUS Search for Business Portfolios Locate & Print Check Copies Submit a Cross Sell Reports MSR I Skill Sets [ 7 days 6 months ] Training Experience Date MSR Initials Date Mgr Initials Branch Buddy [R] MSR Re-Boot Camp [HQ] WebExtender VIP Locate Member Records Locate & Print Statement Copies Signature Cards Process & Troubleshooting Locate Deposited Check Images Branch Buddy [R] MSR Re-Boot Camp [HQ] Branch Buddy [R] Understand General Ledger Numbers Buy & Sell Money to/from an MSR Teller Nav Buy & Sell Money to/from the Vault Buy Money from the TCD Find a Variance Process Corrections & Reversals Branch Buddy [R] MSR Re-Boot Camp [HQ] Process Federal Tax Payments Process Foreign Items Page 10
MSR I Skill Sets, Cont d Process Mortgage Payments Training Experience Date MSR Initials Date Mgr Initials Process Tax Return Checks Transfer from Business to Personal FORUM Credit Cards CIS Credit Cards Process Cash Advances Teller Nav, Cont d Set Up Pre-Paid Cards Process Coin Machine Deposits Coin Machine Operation Change Coin Bag & Sell to Vault Coin Machine End of Day Totals Process IRA & HSA Contributions Branch Buddy [R] MSR Re-Boot Camp [HQ] Process an Address Change Process a Name Change Process a Verification of Deposit Place a Check Stop Payment Place an ACH Stop Payment Order Loan Coupons Page 11
ITI Place a Check Stop Payment Wire Transfer Procedures Place a New Personal Check Order MSR I Skill Sets, Cont d Training Experience Date MSR Initials Date Mgr Initials Branch Buddy [R] Commercial Integrator & ITI: Basics [HQ] Deluxe Re-Order Checks with No Changes Re-Order Checks with Changes Call in a Business Check Order Waive a Check Order Fee Branch Buddy [R] MSR Re-Boot Camp [HQ] Deluxe OrderPro [SP] Expedite Shipping Review Transaction History STAR Qualify Member for ATM & Debit Cards Set Up New ATM Cards Set Up Withdrawal Only ATM Cards Reorder ATM & Debit Cards Branch Buddy [R] MSR Re-Boot Camp [HQ] ATM & Debit Cards [SP] Reset PINs Electronic Services Enroll a Member in Tellerphone Reset a Member s Tellerphone PIN Assist Member w/ CU Online Enrollment Electronic Services [SP] CU Online Admin [W] Page 12
Security Identify All Clear Signal Follow Robbery Procedures Safe Deposit Box Procedures Perform Transactions Correctly Improve Efficiency & Speed Commit to Great Service Treat Members Consistently Deal Graciously with Complaints MSR I Skill Sets, Cont d Training Experience Date MSR Initials Date Mgr Initials Basic Operations Training [HQ] Robbery Training [HQ] Branch Buddy [R] The Truth about Cats & Dogs [R] Where s Seymour [HQ] Sales & Service Demonstrate Active Listening Listening Skills with Results [R] Discuss Products, Services and Business Lines with Members Take a Consultative Approach to Sales FLIP Products & Services Module [SP] Product Workbook [SP] MSR Re-Boot Camp [HQ] The Rest of the Story [HQ] Identify & Respond to Member Cues Read a Credit Report for Cross Sells Read a Member Profile for Cross Sells Step by Step [R] Sales Assist [R] Understanding the Loan Process [W] Identify & Offer Next Best Cross Sell Page 13
MSR I Performance Expectations MANDATORY TRAINING EXPERIENCES Branch Buddy Program [R] Listening Skills with Results [R] MSR Re-Boot Camp [HQ] The Rest of the Story [HQ] Robbery Training [HQ] Sales Assist Program [R] Step by Step [R] The Truth about Cats & Dogs [R] Where s Seymour? [HQ] MONTHLY SERVICE EXPECTATIONS No variances over $5.00, losses, or inclusion on the audit list for the month Including losses due to failure to follow appropriate policy/procedures Adherence to employee schedule Adherence to schedule means no late arrivals, late returns from lunch, or early departures Loyalty Index score of 80% or higher
MSR I Performance Expectations, Cont d MONTHLY SALES EXPECTATIONS Attainment of at least one manager-assigned new member service sales goal and no zeros in a sales goal category Branch Managers will assign unique production goals to each employee based on their current MSR/UA Level. Employees can meet their production goal by opening a new service at a member initiated request or by their suggestion to a member [cross sell]. *Services definition: Checking [not including Aware or Second Checking], Club Accounts [CommonCents, Santa Savings, Special Savings, or Weekly 5 Club], Money Market Accounts, CDs [including Crossover Money Market], IRAs, Business Accounts [both Checking and Loans], Moneylines, Auto Loans, HELOCs, and Mortgages **Active Checking Account Definition: ATM/Debit Card ordered, Direct Deposit posted, and 10 transactions posted
MSR II Skill Sets [ 6 9 months ] Process a Wire Transfer Training Experience Date MSR Initials Date Mgr Initials Set Up & Modify ACH/Pay/Transfer Delete a Distribution Source Calculate Interest Convert Checking Account Types Teller Navigator Add or Remove a Joint Owner Close Subshares & Accounts Rollover Existing CD Set Up a New CD Account Maintenance Workshop [HQ] Print CD Note Post CD Dividends Identify Safe Deposit Box Availability Set Up New Safe Deposit Box Vacate Safe Deposit Box Process an Address Change ITI Process a Name Change Commercial Integrator & ITI: Basics [HQ] Add & Remove Signers Page 16
MSR II Skill Sets, Cont d Submit Application in TAPS Training Experience Date MSR Initials Date Mgr Initials Qualify Individual for Membership Pull ChexSystems & OFAC Reports Follow New Account Matrix New Account Opening Route Account Exceptions in TAPS Open New Account in TAPS Open New Account in Teller Nav Open Subshares Complete Employee Use Only Box Set Up Overdraft Protection Identify Check Digit New Account Opening Workshop [HQ] Open a Trust Account Open an Estate Account Open a Safe Account Open a SEG Account IRAs & HSAs Differentiate between IRA Types Process IRA Withdrawals IRA Contributions, Direct Transfers & Direct Rollovers Discuss HSAs with a Member All about HSAs [Q] IRA I [R] IRA II [HQ] Page 17
MSR II Skill Sets, Cont d Qualify Member for Limit Increase Training Experience Date MSR Initials Date Mgr Initials Change Limits on ATM/Debit Cards STAR Interpret Purchase Codes Interpret Rejection Codes ATM & Debit Cards [SP] Follow Lost/Stolen Card Procedures Disputes Sales & Service ATM/Debit Card Disputes ACH Disputes Fraud Disputes Decision Making Skills Differentiate when to Perform more In-Depth Transactions at the Line Handle Difficult Situations Save a Closing Account Identify Sales Style [PACE] Learn Member Sales Styles Use Different Sales Techniques It s Not You, It s Me [R] The Chameleon Approach [R] Strategically Ask for the Business Page 18
MSR II Performance Expectations MANDATORY TRAINING EXPERIENCES All about HSAs [W] IRA 1 [R] New Account Opening Workshop [HQ] MONTHLY SERVICE EXPECTATIONS No variances over $5.00, losses, or inclusion on the audit list for the month Including losses due to failure to follow appropriate policy/procedures Adherence to employee schedule Adherence to schedule means no late arrivals, late returns from lunch, or early departures Loyalty Index score of 80% or higher MONTHLY SALES EXPECTATIONS Attainment of at least one manager-assigned new member service sales goal and no zeros in a sales goal category Branch Managers will assign unique production goals to each employee based on their current MSR/UA Level. Employees can meet their production goal by opening a new service at a member initiated request or by their suggestion to a member [cross sell]. *Services definition: Checking [not including Aware or Second Checking], Club Accounts [CommonCents, Santa Savings, Special Savings, or Weekly 5 Club], Money Market Accounts, CDs [including Crossover Money Market], IRAs, Business Accounts [both Checking and Loans], Moneylines, Auto Loans, HELOCs, and Mortgages **Active Checking Account Definition: ATM/Debit Card ordered, Direct Deposit posted, and 10 transactions posted
Universal Agent Skill Sets [ 9-15 months ] Perform Transaction Overrides Training Experience Date MSR Initials Date Mgr Initials Teller Navigator Reverse Fees (NSF, Overdraft, etc.) Offset MSR Variances Reverse a Loan Payment Process CD Term Exceptions Process CD Early Withdrawals Account Maintenance Workshop [HQ] Set Up a New IRA CD Business Account Opening Proper Business Documentation Pull Credit & ChexSystems Reports Open Portfolio in Premier Expedite Set Up Overdraft Sweep Open Additional Accounts Combine Statements Transfer CD Terms Order Debit Card ITI: Advanced & Premier Expedite [HQ] Page 20
UA Skill Sets, Cont d Quote Interest Rates by Range Training Experience Date MSR Initials Date Mgr Initials Submit a TAPS Application Read a Member s Credit Report Determine NADA Vehicle Values Assign Collateral Codes Add Comments to Application Consumer Loans Route Application to Loan Officer Share Secured Loan Procedures CD Secured Loan Procedures Stock Secured Loan Procedures Navigate IQQ Understanding the Loan Process [W] Lending Workshops [HQ] Payment Protection: Fundamentals [W] Payment Protection: Advanced [R] Offer Insurance Products Disburse Loan Print & Sign Correct Forms Set Up Payment Distributions Set Up Moneyline Overdraft Transfer Page 21
Home Equity Loans Differentiate between Home Equity, HELOC and 5/10 Two Step Calculate Loan to Value Ratios Follow Paperwork Flow Second Mortgage Processing Complete Applications and Forms Open a New IRA UA Skill Sets, Cont d Training Experience Date MSR Initials Date Mgr Initials Understanding the Loan Process [W] Lending Workshops [HQ] IRAs HSAs Designate & Change Beneficiaries Convert Traditional to Roth IRA Post 70 ½ Election Forms & Procedures Complete Application & Forms Open New Account & HSA Subshare Order HSA Debit Cards All about HSAs [W] IRA I [R] IRA II [HQ] Modify an HSA Setting E-mail Rules Outlook Creating Meetings, Tasks & Contacts E-mail to Calendar or Task Item View Shared Calendars Page 22
UA Skill Sets, Cont d Training Experience Date MSR Initials Date Mgr Initials Cut, Copy & Paste Rows, Columns & Formulas Excel Compliance Use the Drag-and-Drop Calculator Create Basic Formulas Answer Member s Compliance Questions POA, POD & Death Claim Procedures NCUA Insurance Coverage Tuesdays with Marty [W] Build Your Member s Trust Know Your Members Sales & Service Resolve Member Complaints MythBusters [HQ] Take Ownership of Service Inspire Team Members Act as a Change Agent Seek Business through Outbound Calls Outbound Calling Techniques [R] Initiate Sales Conversations Create a Book of Business Ask for Referrals Build-a-Book Workshop [R] Overcome Sales Obstacles Page 23
Universal Agent Performance Expectations MANDATORY TRAINING EXPERIENCES IRA II [HQ] ITI: Advanced & Premier Expedite [HQ] Lending Workshops [HQ] Payment Protection: Fundamentals [W] Tuesdays with Marty [W] Understanding the Loan Process [W] MONTHLY SERVICE EXPECTATIONS No variances over $5.00, losses, or inclusion on the audit list for the month Including losses due to failure to follow appropriate policy/procedures Adherence to employee schedule Adherence to schedule means no late arrivals, late returns from lunch, or early departures Loyalty Index score of 80% or higher
MSR I Performance Expectations, Cont d MONTHLY SALES EXPECTATIONS Attainment of at least one manager-assigned new member service sales goal and no zeros in a sales goal category Branch Managers will assign unique production goals to each employee based on their current MSR/UA Level. [For UAs, sales goals to include loan dollars and new accounts as part of the new member service goal.] Employees can meet their production goal by opening a new service at a member initiated request or by their suggestion to a member [cross sell]. *Services definition: Checking [not including Aware or Second Checking], Club Accounts [CommonCents, Santa Savings, Special Savings, or Weekly 5 Club], Money Market Accounts, CDs [including Crossover Money Market], IRAs, Business Accounts [both Checking and Loans], Moneylines, Auto Loans, HELOCs, and Mortgages **Active Checking Account Definition: ATM/Debit Card ordered, Direct Deposit posted, and 10 transactions posted
MSR/UA Assessment Policy As part of the MSR, MSA, UA development path, employees will complete the knowledge and practice of skills for each level. Following completion of the knowledge and practice of the skills for each level, your manager will make a recommendation for you to attend an MSR, MSA, UA Assessment. These assessments will serve as an evaluation of your ability to perform each of the cumulative skills for an MSR, MSA, or the Universal Agent level in an environment similar to what you would experience in the branch or contact center [for example, if you are being assessed as an MSR II, you can be held responsible for performing any MSR-in-Training, MSR I, and MSR II skill]. If you successfully complete the assessment the final portion of your development plan is to successfully perform the functions at that level (MSR II, UA, etc.) for a period of 30 eight hour working days (240 working business hours). This means that you are using the skills learned and functioning at that level of performance. At the UA level, for example, you would be opening new accounts, opening IRAs, and putting on new loans (among other items) on a regular basis. After 30, eight hour working days (days on leave or absences do not count toward the 30 day period), your manager will review with you the skills associated with the job expectations (MSR, UA, etc see below for details.) and if you are functioning at that level, an ESF with a title change and pay change (if applicable) will be submitted to HR. The promotion (new title and pay increase) is not earned until after the 30 day period in which you consistently exhibit the new skills learned. If the assessment is not successfully completed, you are eligible to work on the skills needed and re-take the assessment. If the assessment is passed but you are not exhibiting the skills learned in the 30 days following the assessment, you may have another 30 day period in which to demonstrate your skills. If after the second 30 days you are still not demonstrating on a consistent basis the new skills, you may re-assess at the next end-of-quarter assessment, followed by another 30 day period in which to demonstrate the skills learned.