your branch career development path - cunalegacy.cuna.org/training/trainers/download/3199... ·...

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 Knowledge: Date Completed, Knowledge: MSR Initials, Practice: Date

Completed, and Practice: 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 Knowledge 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 Practice columns.

Following completion of the Knowledge and Practice 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 ]

SKILL SETS Knowledge Practice

Training Experience Date MSR Initials Date Mgr Initials

FLI

P

Navigate Hot Topics

Basic Operations Training [HQ]

Training Branch [R]

Navigate Public Pages

Navigate Products & Services Module

Navigate My Workgroups

Update Profile

Submit a Footprints Ticket

Enroll in a Motivate U Class

Download Occurrences to Calendar

Access Branch Schedule on Q: Drive

FO

CU

S

Navigate Member Profiles &

Transaction Histories Basic Operations Training [HQ]

Training Branch [R]

Use Search & Filter Functions

Review & Add Notes

Te

lle

r N

av

Count in Drawer


Training Branch [R]

Balance Drawer

Process Cash & Check Deposits

Process Split Deposits

Process Loan Payments

Page | 5

MSR-in-Training Skill Sets, Cont’d



Te

lle

r N

av

, C

on

t’d

Cash a Check


Training Branch [R]

Process Withdrawals

Process Transfers

Process Money Market Checks

Process Home Equity Checks

Place a Check Hold

Process SBO Transactions

Sell a Cashier’s Check

Read & Add an Attention Message

Read a Member Profile

ITI

Perform Basic Account Inquiries Training Branch [R]

Commercial Integrator & ITI: Basics [HQ]

Read & Add Attention Messages

Place a Check Hold

Ou

tlo

ok

Create Inbox Folders Basic Operations Training [HQ]

Create Auto Signature

Page | 6

MSR-in-Training Skill Sets, Cont’d


Training Resource Date MSR Initials Date Mgr Initials

Se

curi

ty

Lock Drawer & Computer Station


Training Branch [R]

Robbery Training [HQ]

Safe Blog Videos [SP]

Follow Clean Desk Policy

Follow Teller Drawer Limit

Follow Check Cashing & Hold Policies

Detect Fraudulent Cash & Checks

Identify when to Complete a CTR, SAR & MIL

Sa

les

& S

erv

ice

Understand UA Expectations


Training Branch [R]

One Stop [SP]

Product Knowledge Workbook [SP]

Understand Sales Expectations

Understand Service Expectations

Understand the Connection

between Sales and Service

Learn Products & Services

Differentiate between like Products

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.

MSR I Skill Sets

[ 7 days – 6 months ]



FO

CU

S

Search for Business Portfolios

Training Branch [R]

Branch Buddy [R]

MSR Re-Boot Camp [HQ]

Locate & Print Check Copies

Submit a Cross Sell

Reports

We

bE

xte

nd

er Locate Member Records Training Branch [R]

Branch Buddy [R]


Locate & Print Statement Copies

Signature Cards

VIP

Process & Troubleshooting Training Branch [R]

Branch Buddy [R]

Locate Deposited Check Images

Te

lle

r N

av

Understand General Ledger Numbers

Training Branch [R]

Branch Buddy [R]


Buy & Sell Money to/from an MSR

Buy & Sell Money to/from the Vault

Buy Money from the TCD

Find a Variance

Process Corrections & Reversals

Process Federal Tax Payments

Process Foreign Items

Page | 10

MSR I Skill Sets, Cont’d



Te

lle

r N

av

, C

on

t’d

Process Mortgage Payments

Training Branch [R]

Branch Buddy [R]


Process Tax Return Checks

Transfer from Business to Personal

FORUM Credit Cards

CIS Credit Cards

Process Cash Advances

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

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 Branch Buddy [R]


Wire Transfer Procedures

De

lux

e

Place a New Personal Check Order

Training Branch [R]

Branch Buddy [R]


Deluxe OrderPro [SP]

Re-Order Checks with No Changes

Re-Order Checks with Changes

Call in a Business Check Order

Waive a Check Order Fee

Expedite Shipping

ST

AR

Review Transaction History

Training Branch [R]

Branch Buddy [R]


ATM & Debit Cards [SP]

Qualify Member for ATM & Debit Cards

Set Up New ATM Cards

Set Up Withdrawal Only ATM Cards

Reorder ATM & Debit Cards

Reset PINs

Ele

ctro

nic

Se

rvic

es Enroll a Member in Tellerphone

Electronic Services [SP]

CU Online Admin [W]

Reset a Member’s Tellerphone PIN

Assist Member w/ CU Online Enrollment

Page | 12




Se

curi

ty Identify All Clear Signal Basic Operations Training [HQ]

Training Branch [R]

Robbery Training [HQ]

Follow Robbery Procedures

Safe Deposit Box Procedures

Sa

les

& S

erv

ice

Perform Transactions Correctly Training Branch [R]

Branch Buddy [R]

Improve Efficiency & Speed

Commit to Great Service The Truth about Cats & Dogs [R]

Where’s Seymour [HQ]

Treat Members Consistently

Deal Graciously with Complaints

Demonstrate Active Listening Listening Skills with Results [R]

Discuss Products, Services and

Business Lines with Members

FLIP Products & Services Module [SP]

Product Knowledge Workbook [SP]


The Rest of the Story [HQ]

Take a Consultative Approach to Sales

Step by Step [R]

Sales Assist [R]

Understanding the Loan Process [W]

Identify & Respond to Member Cues

Read a Credit Report for Cross Sells

Read a Member Profile for Cross Sells

Identify & Offer Next Best Cross Sell

Page | 13

MSR I Performance Expectations


• 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]







MSR I Performance Expectations, Cont’d


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


MSR II Skill Sets

[ 6 – 9 months ]



Te

lle

r N

av

iga

tor

Process a Wire Transfer

Account Maintenance Workshop [HQ]

Set Up & Modify ACH/Pay/Transfer

Delete a Distribution Source

Calculate Interest

Convert Checking Account Types

Add or Remove a Joint Owner

Close Subshares & Accounts

Rollover Existing CD

Set Up a New CD

Print CD Note

Post CD Dividends

Identify Safe Deposit Box Availability

Set Up New Safe Deposit Box

Vacate Safe Deposit Box

ITI

Process an Address Change


Process a Name Change

Add & Remove Signers

Page | 16

MSR II Skill Sets, Cont’d



Ne

w A

cco

un

t O

pe

nin

g

Submit Application in TAPS

New Account Opening Workshop [HQ]

Qualify Individual for Membership

Pull ChexSystems & OFAC Reports

Follow New Account Matrix

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

Open a Trust Account

Open an Estate Account

Open a Safe Account

Open a SEG Account

IRA

s &

HS

As Differentiate between IRA Types

All about HSAs [Q]

IRA I [R]

IRA II [HQ]

Process IRA Withdrawals

IRA Contributions, Direct Transfers

& Direct Rollovers

Discuss HSAs with a Member

Page | 17

MSR II Skill Sets, Cont’d



ST

AR

Qualify Member for Limit Increase

ATM & Debit Cards [SP]

Change Limits on ATM/Debit Cards

Interpret Purchase Codes

Interpret Rejection Codes

Follow Lost/Stolen Card Procedures

Dis

pu

tes ATM/Debit Card Disputes

ACH Disputes

Fraud Disputes

Sa

les

& S

erv

ice

Decision Making Skills

It’s Not You, It’s Me [R]

Differentiate when to Perform more

In-Depth Transactions at the Line

Handle Difficult Situations

Save a Closing Account

Identify Sales Style [PACE]

The Chameleon Approach [R]

Learn Member Sales Styles

Use Different Sales Techniques

Strategically Ask for the Business

Page | 18

MSR II Performance Expectations


• All about HSAs [W]

• IRA 1 [R]

• New Account Opening Workshop [HQ]







� 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].





Universal Agent Skill Sets

[ 9 - 15 months ]



Te

lle

r N

av

iga

tor

Perform Transaction Overrides

Account Maintenance Workshop [HQ]

Reverse Fees (NSF, Overdraft, etc.)

Offset MSR Variances

Reverse a Loan Payment

Process CD Term Exceptions

Process CD Early Withdrawals

Set Up a New IRA CD

Bu

sin

ess

Acc

ou

nt

Op

en

ing

Proper Business Documentation

ITI: Advanced & Premier Expedite [HQ]

Pull Credit & ChexSystems Reports

Open Portfolio in Premier Expedite

Set Up Overdraft Sweep

Open Additional Accounts

Combine Statements

Transfer CD Terms

Order Debit Card

Page | 20

UA Skill Sets, Cont’d



Co

nsu

me

r Lo

an

s

Quote Interest Rates by Range


Lending Workshops [HQ]

Payment Protection: Fundamentals [W]

Payment Protection: Advanced [R]

Submit a TAPS Application

Read a Member’s Credit Report

Determine NADA Vehicle Values

Assign Collateral Codes

Add Comments to Application

Route Application to Loan Officer

Share Secured Loan Procedures

CD Secured Loan Procedures

Stock Secured Loan Procedures

Navigate IQQ

Offer Insurance Products

Disburse Loan

Print & Sign Correct Forms

Set Up Payment Distributions

Set Up Moneyline Overdraft Transfer

Page | 21




Ho

me

Eq

uit

y

Loa

ns

Differentiate between Home Equity,

HELOC and 5/10 Two Step


Lending Workshops [HQ]

Calculate Loan to Value Ratios

Follow Paperwork Flow

Second Mortgage Processing

IRA

s

Complete Applications and Forms

All about HSAs [W]

IRA I [R]

IRA II [HQ]

Open a New IRA

Designate & Change Beneficiaries

Convert Traditional to Roth IRA

Post 70 ½ Election Forms & Procedures

HS

As

Complete Application & Forms

Open New Account & HSA Subshare

Order HSA Debit Cards

Modify an HSA

Ou

tlo

ok

Setting E-mail Rules

Creating Meetings, Tasks & Contacts

E-mail to Calendar or Task Item

View Shared Calendars

Page | 22




Exc

el

Cut, Copy & Paste Rows, Columns & Formulas

Use the Drag-and-Drop Calculator

Create Basic Formulas

Co

mp

lia

nce

Answer Member’s Compliance Questions

Tuesdays with Marty [W]

POA, POD & Death Claim Procedures

NCUA Insurance Coverage

Sa

les

& S

erv

ice

Build Your Member’s Trust

MythBusters [HQ]

Know Your Members

Resolve Member Complaints

Take Ownership of Service

Inspire Team Members

Act as a Change Agent

Seek Business through Outbound Calls Outbound Calling Techniques [R]

Initiate Sales Conversations

Build-a-Book Workshop [R]

Create a Book of Business

Ask for Referrals

Overcome Sales Obstacles

Page | 23

Universal Agent Performance Expectations


• IRA II [HQ]

• ITI: Advanced & Premier Expedite [HQ]

• Lending Workshops [HQ]

• Payment Protection: Fundamentals [W]

• Tuesdays with Marty [W]

• Understanding the Loan Process [W]







MSR I Performance Expectations, Cont’d


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].





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.

your branch career development path - cunalegacy.cuna.org/training/trainers/download/3199... ·...

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