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Teller • Fraud • Compliance • Transaction • Custom

Training You Can Bank On®

Compliance Library

Strengthen your front line by keeping your personnel aware and informed!

TRC Interactive’s online compliance courses quickly and efficiently train your staff on all compliance regulations and issues, reducing your risk of violating regulatory requirements.

Through our BankTrainingOnline® and CreditUnionTrainingOnline® products, you’ll have our complete libraries of compliance courses available for you and your staff anytime, anywhere. Our courses are filled with enhance graphics, animations and special effects that will engage and involve your trainees, increasing their retention and performance. And we work with you to uniquely customize the products to have the look and feel of your very own training program.

Click the Course Summaries tab at the top of the page to view a full list of compliance courses that are currently available!

Frequently Asked Questions

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Course Summaries

Click on a course to view details.

This program is designed to provide financial institution employees with general knowledge related to automated clearing house transactions.

Objectives:

As a result of completing this program, you will be able to:

  • Define an ACH transaction
  • Explain how an ACH transaction works
  • Understand some of the newer ACH capabilities
  • Identify the associated risks involved with ACH transactions
Audience:

Branch Managers, Customer Service Personnel, Back Office Staff, Tellers

Approximate Course Length: 30 minutes

Topics include how to determine if a check is legal and if it is completely and properly filled out, identify regular features of a check, basic steps in processing a check, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Determine if a document presented to you is legal, and if it is completely and properly filled out
  • Identify regular features of a check that are not legally required, as well as certain unique features found on some checks
  • Recognize special types of checks and how they are generally used
  • Explain the basic steps in processing a check
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

Topics include different deposit types, debits and credits; split check deposit/cash back deposits, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the deposit slips required for various types of accounts
  • Determine if a deposit slip is filled out correctly and completely
  • Recognize "Exact Amount" and "Change Back" deposits
Audience:

Management and Supervision, Teller and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This program is designed for Management and Supervision personnel to learn about the Americans with Disabilities Act (ADA), its employment practices, exceptions to confidentiality, ADA requirements, and accessibility standards..

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of the ADA
  • List who is protected under the ADA
  • Recognize your role and responsibility as a Bank employee in overseeing staff with disabilities
  • Determine the most effective way to communicate with and accommodate customers and staff with disabilities
  • Comply with the ADA when supervising and interviewing employees
Audience:

Management and Supervision

Approximate Course Length: 30-45 minutes

This program is designed for anyone interested in learning about the Americans with Disabilities Act (ADA), its employment practices, exceptions to confidentiality, ADA requirements, and accessibility standards..

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of the ADA
  • List who is protected under the ADA
  • Recognize your role and responsibility as a Bank employee in overseeing staff with disabilities
  • Determine the most effective way to communicate with and accommodate customers and staff with disabilities
Audience:

Management and Supervision

Approximate Course Length: 30-45 minutes

This program is designed for anyone interested in learning, or reviewing responsibilities when opening new deposit accounts as defined under the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

Objectives:

As a result of completing this program, you will be able to:

  • Correctly identify federal laws and regulations that apply when opening deposit accounts and their related services
  • Fulfill regulatory responsibilities at account openings in support of deterring money laundering and other criminal activities
  • Answer questions and address customer concerns regarding deposit accounts and related services both at and after account opening
Audience:

It is especially helpful for branch office personnel who open deposit accounts and handle questions relating to these accounts and related services.

Approximate Course Length: 30 minutes

This program is designed to introduce the appraisal laws and guidance that affect financial institutions.

Objectives:

As a result of completing this program, you will be able to:

  • Be able to define the scope of laws and guidance affecting the appraisal process
  • Understand the many factors affecting appraisers and appraisals
  • Be familiar with the rules regarding appraisals and appraisers
  • Be able to explain the appraisal independence requirements
Audience:

Lending personnel, Lending Support staff, Management, Customer Service staff, and other affected staff members.

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about diversity and the benefits of a multicultural workplace, including:

  • All management staff
  • Other staff moving into a (management) position

Objectives:

As a result of completing this program, you will be able to:

  • Identify and understand the benefits of diversity
  • Evaluate your own beliefs, attitudes, and values towards diversity
  • Identify "diverse voices" in the workplace
  • Manage a diverse work force effectively
Audience:

It is especially helpful to branch office personnel, Management and Supervision, Customer Service Representatives and other Personnel.

Approximate Course Length: 30 minutes

This program is designed for anyone who would like to learn more about diversity in the workplace.

Objectives:

As a result of completing this program, you will be able to:

  • Identify and understand the benefits of diversity
  • Evaluate your own beliefs, attitudes, and values towards diversity
  • Identify “diverse voices” in the workplace
Audience:

Customer Service Personnel, Teller Staff, Back Office Personnel, and all other staff members.

Approximate Course Length: 30 minutes

Topics include the steps in the balancing process, how to determine if your drawer is balanced or not, procedures for overages or shortages, and much more.

 

Objectives:

As a result of completing this program, you will be able to:

  • Explain the steps in the balancing process
  • Determine if your drawer is balanced or not
  • Know what to do if you are over or short
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone who needs or is interested in learning about the purpose of the Bank Bribery Act and the code of conduct and penalties for non-compliance with the guidelines.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the background of the Bank Bribery Act
  • Describe the purpose of the Act
  • Describe the importance of a code of conduct
Audience:

Management and Supervision, Financial Institution Officers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about the procedures for ensuring the security of the financial institution and its branch offices.

Objectives:

As a result of completing this program, you will be able to:

  • Define the purpose and goals of a Security Officer
  • Explain the function of the Security Officer
  • Outline the procedures for opening and closing a branch office
  • List the procedures to be followed during and after a robbery
  • Explain how to lessen the danger of kidnapping or hostage taking
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 45 minutes

This course is designed for anyone who needs or is interested in robbery prevention and procedures to be followed before, during, and after a robbery.

Objectives:

As a result of completing this program, you will be able to:

  • Be aware of the importance of practicing certain skills needed to help prevent a robbery
  • Act appropriately during a robbery if you are a victim
  • List the procedures to be followed after a robbery
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course covers the features and purpose of the Bank Secrecy Act, how to complete, submit and maintain BSA reports, why the reports are required, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of the Bank Secrecy Act
  • Describe the responsibilities of financial institutions and lending personnel to comply with the Bank Secrecy Act
  • Recognize and report suspicious financial activities and transactions that originate from lending activity
Audience:

Lending Personnel

Approximate Course Length: 30-45 minutes

This course covers the features and purpose of the Bank Secrecy Act, how to complete, submit and maintain BSA reports, why the reports are required, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the features of the Bank Secrecy Act, and its purpose
  • List the compliance programs required by the Bank Secrecy Act
  • Complete and submit required Bank Secrecy Act reports
  • Select the timeframes and procedures for maintaining Bank Secrecy Act reports
  • Assess why Bank Secrecy Act reports are required
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

Topics include information about the Bank Secrecy Act, as it applies to Customer Service Representatives.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the features of the Bank Secrecy Act, and its purpose
  • List the compliance programs required by the Bank Secrecy Act
  • Understand how to complete and submit required Bank Secrecy Act reports
  • Select the timeframes and procedures for maintaining Bank Secrecy Act reports
  • Assess why Bank Secrecy Act reports are required
Audience:

It is especially helpful to branch office personnel, Management, Supervision, Customer Service Representatives, and Platform Personnel

Approximate Course Length: 1 hour

This program is designed for anyone who needs an overview of the provisions of the Bank Secrecy Act and the responsibilities of financial institutions. It is especially helpful for executives, branch managers and personnel who open accounts and service account holders.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of the Bank Secrecy Act
  • Describe the responsibilities of financial institutions to comply with the Bank Secrecy Act
  • Recognize and report suspicious financial activities and transactions
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning to communicate effectively by overcoming communication barriers.

Objectives:

As a result of completing this program, you will be able to:

  • Identify and remove barriers to effective communication
  • Define effective communication techniques
  • Apply specific communication techniques in the workplace
Audience:

It is especially helpful to branch office personnel, Management and Supervision, Customer Service Representatives and other Personnel.

Approximate Course Length: 30 minutes

This course covers the challenges of the Board member, overseeing compliance and conditions, goals, risks, training requirements and ethics of the Board of Directors.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the challenges of the Board of Directors
  • Oversee compliance and conditions of the financial institution
  • Determine goals and risks of the bank
  • Analyze financial statements
  • List the training requirements
Audience:

New and existing Board members, as well as anyone interested in learning about the roles of a Board Member and the function of Board meetings.

Approximate Course Length: 30 - 45 minutes

This course covers the purpose and goals of a financial institution security program, procedures for opening and closing, responding to bomb threats, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Define the purpose and goals of a financial institution security program
  • Outline office security procedures from opening to closing
  • Define extortion and kidnapping and how to lessen the danger
  • Respond appropriately to a telephone bomb threat
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about the various types of business products and services.

Objectives:

As a result of completing this program, you will be able to:

  • The various legal forms under which businesses operate
  • The basic business products, including those pertaining to deposits, loans, investments and insurance
  • Financial institution services related to financial institution business products
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning check cashing procedures including acceptable and unacceptable endorsements, supervisory approval, “On-Us” and “Not On-Us” checks, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the factors to be considered in making decisions to cash or not cash
  • An "On-Us" check for a customer and non-customer
  • A "Not On-Us" check for a customer or a non-customer
  • Any check when part is taken in cash
  • Identify the types of endorsements acceptable and not acceptable for check cashing
  • Explain the importance of knowing and following financial institution policy and procedures in check cashing
  • Decide when to refer check-cashing situations for supervisory approval
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about The Check Clearing for the 21st Century Act.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize and explain the use of substitute checks
  • Define financial institution responsibilities
  • Explain consumer rights and responsibilities
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about how to close or wrap-up a sale.

Objectives:

As a result of completing this program, you will be able to:

  • Use either of two closing techniques, and know how to react to various customer responses
  • Build on a customer relationship with an appropriate wrap-up of your sales session
Audience:

It is especially helpful to branch office personnel in understanding the role of sales personnel in the bank, as well as to others, such as: Managers and Supervisors, Lending Personnel, and Customer Service Personnel.

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about the purpose of a Code of Conduct or Ethics Policy, how it pertains to your job, and the regulations surrounding its creation and enforcement.

Objectives:

As a result of completing this program, you will be able to:

  • Explain why there is a Code of Conduct
  • Describe what ethical behavior means
  • List the components of an effective Code of Conduct policy
  • Identify behavior or actions which may violate the Code
Audience:

Management and Supervisors, Financial Institution Officers, Directors, Board Members, All Other Personnel

Approximate Course Length: 30 minutes

This program is designed to provide all financial institution employees with the basic information related to common fraud schemes.

Objectives:

As a result of completing this program, you will be able to:

  • Understand basic fraud schemes
  • Gain knowledge of criminal behavior
  • Increase your awareness of prevalent scams
  • Learn fraud prevention techniques
Audience:

Management and Supervision, Tellers, Customer Contact Employees, Deposit Services Staff and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about the Community Reinvestment Act.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose and objectives of the Community Reinvestment Act
  • List the responsibilities of banks in complying with the Community Reinvestment Act
  • Define the criteria used for a CRA exam and ratings by regulators
  • Explain CRA-related “covered agreements” and the provisions of Federal Reserve Regulation
Audience:

Management and Supervision, Lending Personnel and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone with the need to learn about regulatory requirements related to opening and servicing Savings, Money Market, and Certificate of Deposit accounts, as mandated by:

  • Regulations D & Q
  • The Truth In Savings Act (Regulation DD)
Objectives:

As a result of completing this program, you will be able to:

  • Gain understanding of the laws and regulations that affect the opening of new savings and time deposit accounts
  • Fulfill our regulatory responsibilities at account openings
  • Answer questions and address (customer) concerns both at and after account opening regarding savings and time accounts and related services
Audience:

It is especially helpful for office personnel who are preparing to assume the responsibilities of opening new accounts and handling questions regarding these accounts and related services.

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about, or reviewing, regulatory requirements, related to opening new transaction deposit accounts and certain related services, as mandated in the:

  • Gramm-Leach-Bliley Act & Reg P
  • Expedited Funds Availability Act & Reg CC
  • Electronic Funds Availability Act & Reg E

Objectives:

As a result of completing this program, you will be able to:

  • Correctly identify the requirements of federal laws and regulations that apply to transaction accounts and their related services
  • Fulfill regulatory responsibilities at account openings
  • Answer questions and address customer concerns both at and after account opening regarding deposit accounts and related services
Audience:

It is especially helpful for office personnel who open new deposit accounts and handle questions involving these accounts and related services.

Approximate Course Length: 45 minutes

This program is designed to introduce financial institution employees to the Consumer Leasing Act.

Objectives:

As a result of completing this program, you will be able to:

  • Define the purpose and function of the Consumer Leasing Act (Regulation M)
  • Explain the difference between Open-end and Closed-end leases
  • Understand the important features of the leasing disclosures
  • Identify the general advertising requirements
Audience:

It is especially helpful for Management and Supervision Personnel, (Customer) Service Personnel, Lending Personnel, and Lending Support Staff.

Approximate Course Length: 25 minutes

This course is designed for anyone interested in learning more about the various types of consumer products and services.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the difference between a consumer product and a service
  • Understand consumer deposit, loan, and investment products
  • Recognize services related to deposits, loans, and investment products
  • Be able to identify other important consumer products, such as insurance, monetary instruments, and safe deposits
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning about the regulation that protects consumers by imposing disclosure requirements on the sale of insurance by depository institutions, and by prohibiting certain sales practices.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the need for regulation of insurance sales to consumers by financial institutions
  • List the types of insurance coverage that may and may not be offered
  • Describe the acknowledgements and disclosures that are required with sales
  • Describe the disclosure requirements for advertising and promotion, and restrictions on sales activities
Audience:

Management and Supervision, Lending Personnel, and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

Topics include counting loose currency, strapping and wrapping, cash security, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Arrange and count currency using our prescribed method of counting
  • Strap currency and roll coins in the proper amounts
  • Set up cash drawers
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for individuals interested in learning about customer credit regulations and how the laws apply to mortgage applicants.

Objectives:

As a result of completing this program, you will be able to:

  • Define the financial institution’s responsibilities to the customer
  • Identify and explain information contained in customers’ credit reports
  • Disclose and explain applicable information to customers, when required, using proper notices as required
Audience:

Mortgage Officers, Management and supervision, Personnel looking to move or moving into the Mortgage Department, Mortgage Loan Processors and Underwriters, and Other Personnel

Approximate Course Length: 45 minutes

This program is designed for anyone interested in learning about a Customer Identification Program.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of a Customer Identification Program
  • List the basic components of a CIP
  • Describe the responsibilities of financial institutions in implementing a CIP
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

Topics include information for supervisory and management personnel throughout the financial institution.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the steps of conducting a delegation exchange
  • Identify the barriers to effective delegations
  • Devise a delegation plan containing elements that improve delegation success
  • Identify opportunities for staff feedback and participation in their own delegation process
Audience:

It can be used as pre-supervisory training where the potential position has discretion to assign responsibilities

Approximate Course Length: 30 minutes

Topics include learning the requirements for sending Adverse Action Notices when a loan application is declined, withdrawn or incomplete.

Objectives:

As a result of completing this program, you will be able to:

  • Explain Adverse Action
  • Determine when an Adverse Notice is required
  • Handle declined, withdrawn and incomplete applications
Audience:

It is especially helpful to branch office personnel, Management and Supervision, Lending Personnel

Approximate Course Length: 30 minutes

This program is designed for Customer Service Representatives who need an understanding of “Elder Financial Abuse,” and their role in preventing it.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize the warning signs of Elder Financial Abuse
  • List strategies for responding to suspicious behavior
  • Explain the importance of following internal procedures
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for branch managers who need an understanding of “Elder Financial Abuse,” as well as the role of Tellers and Customer Service Representatives in preventing it.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize the warning signs of Elder Financial Abuse
  • List strategies for responding to suspicious behavior
  • Explain the importance of following internal procedures
Audience:

Management and Supervision

Approximate Course Length: 30 minutes

This program is designed for Tellers who need an understanding of “Elder Financial Abuse,” and their role in preventing it.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize the warning signs of Elder Financial Abuse
  • List strategies for responding to suspicious behavior
  • Explain the importance of following internal procedures
Audience:

Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course covers the purpose and goals of the Electronic Funds Transfer Act, the laws and regulations of those systems, the obligations and rights of the providers of these services, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Define the purpose and goals of the Electronic Funds Transfer Act
  • Identify the laws and regulations that govern those systems and help them operate efficiently and effectively
  • Define the obligations and rights of the providers of these services
  • Understand the responsibilities and rights of the users of these services
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

Topics include the most common types of check endorsements, how to identify what is acceptable and not acceptable, how to handle problems with endorsements, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Define the most common types of check endorsements used by individuals and businesses
  • Identify the types of endorsements acceptable and not acceptable for check cashing and check deposit purposes
  • Recognize several other types of endorsements and those that require supervisory approval for check cashing
  • Correctly handle several problems with endorsements
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning about the Equal Credit Opportunity Act.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose and scope of the Equal Credit Opportunity Act
  • Describe the financial institution’s obligations to the applicant and borrower
  • List the factors known as "prohibited bases"
Audience:

Management and Supervisors, Lending Personnel, Advertising/Marketing Personnel and Other Personnel

Approximate Course Length: 30 minutes

This course covers what Regulation CC is and why it was created, how to complete, submit and maintain Regulation CC forms, why the procedures are required, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Explain what Regulation CC is and why it was created
  • Describe the compliance programs required by Regulation CC
  • Complete and submit required Regulation CC forms
  • Explain the time frames and procedures for maintaining Regulation CC forms
  • Explain why Regulation CC procedures are required
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about the Fair & Accurate Credit Transactions Act (FACT Act).

Objectives:

As a result of completing this program, you will be able to:

  • Define the FACT Act and what it entails
  • Understand the types of alerts under the Fair and Accurate Credit Transactions Act
  • Identify various notices and their content as they relate to the FACT Act
  • Define the financial institution’s responsibilities when dealing with the FACT Act
Audience:

Management and Supervision, Lending Personnel and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about the Fair Credit Reporting Act (FCRA).

Objectives:

As a result of completing this program, you will be able to:

  • Define FCRA and what it entails
  • Disclose necessary information to consumers when required, using proper notices
  • Define the financial institution’s responsibilities when dealing with FCRA
Audience:

Management and Supervision, Lending Personnel and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about the applicability of the Fair Debt Collection Practices Act to collection activities within financial institutions.

Objectives:

As a result of completing this program, you will be able to:

  • Relate the purpose of the Fair Debt Collection Practices Act
  • Explain the key to compliance for financial institutions
  • Describe the collection practices that are acceptable for financial institutions
Audience:

Management and Supervision, Lending Personnel, Collection Personnel, and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning about the Fair Housing Act.

Objectives:

As a result of completing this program, you will be able to:

  • State the purpose of the Fair Housing Act and who is subject to its provisions
  • Understand the requirements of lenders under the Act
  • List the possible consequences of non-compliance for financial institutions
Audience:

Management and Supervision, Lending Personnel, Advertising/Marketing Personnel, Front line and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in Fair Lending. It is especially helpful to Management and Supervision, and Lending Personnel.

Objectives:

As a result of completing this program, you will be able to:

  • Understand Fair Lending, and how it relates to you
  • Define different types of discrimination
  • Assess if you discriminate, and how to stop
Audience:

Management and Supervision, Lending Personnel, and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning the general rules about FDIC Deposit Insurance and would like to be able to answer consumer questions regarding account insurance.

Objectives:

As a result of completing this program, you will be able to:

  • Explain FDIC Deposit Insurance clearly and accurately
  • Define types of accounts covered by FDIC Insurance
  • Understand the rules governing insurance coverage well enough to explain the rules to consumers
Audience:

Management and Supervision, Lending Personnel, and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about the importance of the very first meeting between you and the consumer when establishing a new account or relationship.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the importance of establishing immediate credibility and rapport with consumers and prospects
  • List the steps that will help you quickly establish credibility and rapport with others
Audience:

Management, Supervision, Lending Personnel, and Customer Service

Approximate Course Length: 45 minutes

This course is designed for anyone who needs or is interested in understanding a number of common techniques used by con artists to defraud financial institutions and their customers, involving fraudulent checks, identification, and cash-related schemes.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize and handle con artists based on their techniques
  • Identify fraudulent and counterfeit checks
  • Avoid losses from common check and cash related schemes directed at financial institutions and their customers
Audience:

Management and Supervision, and Teller and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This program is designed for coordinators, group leaders, supervisors and group managers who have responsibility for direct supervision for one or more staff members.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the factors needed to create a motivational environment within a work unit
  • Identify specific techniques to encourage the development of initiatives within staff members
  • Identify the historic theories contributing to contemporary motivation techniques, including Frederick Taylor, the Hawthorne Studies, Maslow’s Hierarchy of Needs, Herzberg’s 2-Factor Theory, and Theories X and Y
  • Write expectations in a way to increase initiative that include conditions, time constraints, and when you will be satisfied
  • Identify practical things managers can do in a financial institution environment to encourage staff motivation.
  • Identify ways that encouraging a motivational climate creates internal rewards for the manager

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning about Title V of the Gramm-Leach-Bliley Act.

Objectives:

As a result of completing this program, you will be able to:

  • Prevent pretexting
  • Safeguard customer information in accordance with the Security Guidelines
  • Comply with The Privacy Rule through the dissemination of Privacy Notices with Opt Out Options
Audience:

Management, Supervisors, Tellers, and Platform Personnel

Approximate Course Length: 45 minutes

This program is designed for anyone who needs an introduction to the Health Insurance Portability and Accountability Act (HIPAA).

Objectives:

As a result of completing this program, you will be able to:

  • Describe two purposes of the Act
  • List reasons why financial institution staff need to be aware of HIPAA requirements
  • Respond appropriately to the need to safeguard personally identifiable health information
Audience:

Management, Supervisors, and all staff who come in contact with personally identifiable health information

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about Health Savings Accounts, their benefits, the criteria that must be met to establish one, and rules regarding contributions and distributions.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of a health savings account
  • Identify whether an individual qualifies to open an HSA
  • List the benefits of a health savings account
  • Describe how an HSA works including contributions, distributions, rollovers, and direct transfers
Audience:

Management and Supervisors, New Account Personnel, Account Servicing Personnel

Approximate Course Length: 30 minutes

Topics include required documentation needed when closing a Home Equity product.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the required forms for closing Home Equity products
  • Explain to the customer information contained in the closing documents
  • Comply with applicable government regulations
Audience:

It is especially helpful to branch office personnel, Management and Supervision, Lending Personnel, Member Service Personnel

Approximate Course Length: 30 minutes

Topics include Home Equity Line of Credit products and how to determine equity in a home.

Objectives:

As a result of completing this program, you will be able to:

  • Define equity
  • Explain the difference between home equity line of credit products
  • Calculate equity in the customer’s home
  • Complete an application
Audience:

It is especially helpful to branch office personnel, Management and Supervision, Lending Personnel, Member Service Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about the Home Mortgage Disclosure Act.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of the Home Mortgage Disclosure Act
  • Explain the use of the Loan/Application Register
  • List the types of information that must be reported on the LAR
Audience:

Management and Supervision, Lending Personnel and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about the disclosures required to be made by creditors for certain high-cost closed-end loans secured by a consumer’s home, and prohibited acts and practices in connection with such loans.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of the Home Ownership and Equity Protection Act (HOEPA)
  • List the types of loans covered by the Act
  • Describe the required disclosures
  • List loan actions and practices prohibited by HOEPA and other features
Audience:

Management and Supervision, Lending Personnel and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning how his/her leadership style affects the performance of others.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the different styles of leadership
  • Describe the factors affecting a group
  • Identify the factors that make a good leader
Audience:

It is especially helpful to branch personnel including Management and Supervision.

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning more about the Identity Theft Red Flags and Address Discrepancy provisions of the Fair and Accurate Credit Transactions Act.

 

 

Objectives:

As a result of completing this program, you will be able to:

  • Define identity theft
  • Recognize the red flags that point to identity theft
  • Explain the regulations in place to prevent identity theft
  • Follow procedures to help protect our customers from identity theft
Audience:

Management, Supervision, Tellers, and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning what are acceptable and unacceptable forms of identification, how identification protects you and the financial institution, when two forms are required, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • How identification protects you and the financial institution
  • Acceptable forms of identification for check-cashing purposes
  • Unacceptable forms of identification
  • Situations in which two forms of identification are required
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning to effectively analyze Income Statements.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of an Income Statement
  • Identify the sections of an Income Statement
  • Explain and calculate Gross Profit, Operating Profit, Taxable Income, Net Income and Retained Earnings
  • Analyze the financial performance of a business for the period covered by the Income Statement
Audience:

It is especially helpful to branch office personnel, Loan Officers, Management and Supervision, Personnel looking to move or moving into the Commercial Loan area, and other Personnel.

Approximate Course Length: 30 minutes

This program is designed to provide general information on the responsibilities of financial institutions and financial institution employees regarding protecting confidential (customer) information.

It is especially helpful for:

  • Management and Supervisors
  • Lending Officers
  • Customer Service Representatives
  • Customer Contact Personnel

 

Objectives:

As a result of completing this program, you will be able to:

  • Define the scope of Information Security
  • Explain the importance of protecting confidential (customer) information
  • Understand the role of financial institutions and financial institution employees in protecting sensitive (customer) information
  • Acknowledge the relevance of a comprehensive information security policy
Audience:

Management, Lending Officers and Staff, Customer Service Representatives, Tellers, Customer Contact Personnel, and Other Personnel

Approximate Course Length: 35 minutes

Topics include types and differences of Home Equity Products.

Objectives:

As a result of completing this program, you will be able to:

  • Define Home Equity products
  • Explain the difference between a Home Equity Loan and a Home Equity Line of Credit
  • Define "equity"
  • Understand how to calculate the customer’s equity in their home
Audience:

It is especially helpful to branch office personnel, Management and Supervision, Lending Personnel, Customer Service Personnel.

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about eligibility requirements, contribution limits, and distribution rules of Individual Retirement Accounts (IRAs).

Objectives:

As a result of completing this program, you will be able to:

  • Explain the features and benefits of Traditional IRAs and Roth IRAs
  • Compare the Traditional IRA to the Roth IRA
  • Explain rules related to transfers and rollovers
  • Discuss the features and benefits of the Coverdell Education Savings Account
Audience:

Management and Supervision, Tellers and Other Personnel.

Approximate Course Length: 45 minutes – 1 hour

This program is designed for individuals interested in learning the basics about government regulations enacted to protect mortgage applicants from discrimination.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the purpose and functions of mortgage lending regulations
  • Define the financial institution’s responsibilities to the applicant
  • Disclose and explain applicable information to customers when required, using proper notices per government requirements
Audience:

Mortgage Officers, Management and supervision, Personnel looking to move or moving into the Mortgage Department, Mortgage Loan Processors and Underwriters, and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

Topics include learning how a customer files a loan application.

Objectives:

As a result of completing this program, you will be able to:

  • Define ways to submit an application for an extension of credit loan
  • Determine the necessary information to be provided by the customer on a loan application
  • Define when a request for an extension of credit becomes an application for a loan
  • Understand what the customer’s signature means on an application
Audience:

It is especially helpful to branch office personnel such as Management and Supervision, Lending Personnel, Customer Service Personnel.

Approximate Course Length: 45 minutes – 1 hour

This course is designed for anyone interested in learning about how to truly listen to your customer which will help you make better sales.

Objectives:

As a result of completing this program, you will be able to:

  • Define listening versus just hearing
  • Employ three techniques to enhance listening skills
  • State three important benefits of listening
Audience:

Managers and Supervisors, Lending Personnel and Customer Service Personnel

Approximate Course Length: 30 minutes

Topics include preparation of required loan documents and meet with the customer to close the loan.

Objectives:

As a result of completing this program, you will be able to:

  • Complete the necessary loan processing documents
  • Explain the applicable lending regulations to the customer
  • Complete proper steps to close a loan
Audience:

It is especially helpful to branch office personnel, Management and Supervision, Lending Personnel.

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning about basic restrictions on credit extended by a financial institution to its executive officers, directors, and principal shareholders.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of Loans to Insiders (Regulation O)
  • Define who is considered an "insider"
  • Define the restrictions regarding Regulation O
Audience:

Management and Supervision, Lending Personnel, Operations Personnel, and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for managers who have the responsibility of assuring that training and development is provided for new and existing employees, and that it best meets their needs and those of the organization.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the role, objectives, and responsibilities involved in managing employee training and development
  • Utilize a job breakdown and a four- step job instruction method for guiding the training of new and present employees
  • Better assist employees in the further development of their knowledge and skill
Audience:

It will also be helpful to anyone else interested in understanding the fundamentals of managing employee training and development.

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about how to change your style, depending on your customer’s style.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize each customer’s unique style
  • Adjust appropriately to match different customer styles
Audience:

Managers and Supervisors, Lending Personnel and Customer Service Personnel

Approximate Course Length: 30 minutes

This program is designed to introduce financial institution employees to the Military Lending Act and its requirements.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the intent of the MLA
  • Become familiar with the requirements of the MLA
  • Know which loans are “covered loans”
  • Define a “covered borrower”
Audience:

Management and Supervision Personnel, Lending Personnel, Customer Service Personne

Approximate Course Length: 15-20 minutes

This program is designed to assist mortgage personnel in determining the difference between an inquiry and an application, and how laws apply to each situation.

It is especially helpful to branch office personnel:

  • Mortgage Officers
  • Management and Supervision
  • Mortgage Loan Processors and Underwriters

 

Objectives:

As a result of completing this program, you will be able to:

  • Clarify the difference between an inquiry and an application
  • Ensure compliance with applicable regulations
  • Determine when to send an Adverse Action Notice
Audience:

It is especially helpful to Management, Lending Staff, and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning about how Credit Union accounts are insured.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose and functions of the National Credit Union Share Insurance Fund (NCUSIF)
  • State the general qualifications for deposit insurance based on account type, ownership, and the type of coverage
  • Demonstrate the appropriate response to questions regarding deposit insurance
Audience:

Management and Supervision, Lending Personnel, Operations Personnel, and Other Personnel

Approximate Course Length: 45 minutes

This program is designed for anyone interested in learning about the Flood Disaster Protection Act and the financial institution’s responsibilities in implementing the Act.

Objectives:

As a result of completing this program, you will be able to:

  • The basic purpose and objective of the Flood Disaster Protection Act
  • The organization and operation of the National Flood Insurance Program (NFIP)
  • Financial institutions’ responsibilities for implementation of the Flood Disaster Protection Act and the National Flood Insurance Program
Audience:

Management and Supervision, Lending Personnel, and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for new and existing Board members, as well as anyone interested in learning about planning and making decisions at the Board level, planning and decision making at the committee level and tips for creating an effective Board.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the important process of welcoming a new Board Member.
  • Gain perspective of Board Meetings and Board Committee Meetings.
  • Recognize the need for significant planning by the Board of Directors.
  • Realize the vast responsibilities of a Board Member.
Audience:

New and existing Board members, as well as anyone interested in learning about the roles of a Board Member and the function of Board meetings.

Approximate Course Length: 30 - 45 minutes

This program is designed for managers who have the responsibility of assuring the orientation needs of their new employees are met in a thorough, efficient, and effective manner.

Objectives:

As a result of completing this program, you will be able to:

  • Provide input on the specific orientation needs of your new employees to anyone involved in presenting a general new employee orientation
  • Design and implement a new employee orientation program specific to your needs to supplement a general institutional program
  • Better evaluate the quality and effectiveness of all orientation efforts affecting your new employees
Audience:

It will also be helpful to anyone interested or involved in the design and/or implementation of the new employee orientation process.

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning about The Office of Foreign Assets Control (OFAC).

Objectives:

As a result of completing this program, you will be able to:

  • Define what the Office of Foreign Assets Control is and how you can comply with it
  • Assess what to do when you have suspicions
  • Identify the countries on the OFAC list
  • Be aware of terrorism and how it can affect you
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about how to overcome objections when dealing with a customer or a potential customer.

Objectives:

As a result of completing this program, you will be able to:

  • State the proper steps to take prior to suggesting a resolution to a customer’s objection
  • Choose an appropriate approach to resolution of an objection from several acceptable techniques
Audience:

Managers and Supervisors, Lending Personnel and Customer Service Personnel

Approximate Course Length: 30 minutes

This program is designed for individuals interested in an overview of Commercial Lending.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the operational characteristics of manufacturing, wholesaling, retailing and service businesses
  • Determine the extent of personal liability for business owners
  • Explain types and use of lending vehicles available to commercial customers
  • Explain the steps in the lending process
Audience:

It is especially helpful to branch office personnel, Prospective Commercial Loan Officers, and New Commercial Loan Department personnel

Approximate Course Length: 45 minutes – 1 hour

Topics include types of payments, payment forms, additional, partial and late payments, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Identify which consumer loan products feature fixed payments and which involve variable payments
  • Recognize regular loan payment situations, when partial or additional payments are acceptable, and when late payments are required
  • Offer alternative payment options, such as ATM, Automatic Deductions and Online Banking
Audience:

Management and Supervision, Tellers and Other personnel

Approximate Course Length: 30 minutes

This program covers the basic responsibilities of financial institutions regarding the release or sharing of non-public personal information about customers to affiliated and non-affiliated third parties. It covers consumer privacy laws and regulations, Regulation P and the Gramm-Leach-Bliley Act, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the need for consumer privacy laws and regulations
  • Define the relationship of Regulation P to the Gramm-Leach- Bliley Act
  • Identify the responsibilities of financial institutions for protection of consumer non-public personal information
  • Respond appropriately to consumer questions regarding your financial institution’s privacy policy, notices and practices
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about how to be professional in the bank environment.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the importance of how physical appearance plays in communicating with customers
  • Create positive impressions with customers by projecting enthusiasm and integrity
Audience:

Managers and Supervisors, Lending Personnel and Customer Service Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning the details of Regulation GG’s prohibition of gambling from knowingly accepting payments in connection with unlawful internet gambling, including payments made through credit cards, electronic funds transfers, and checks.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the objectives of the regulation
  • Assess which systems are affected
  • Understand the details of the policies and procedures that a financial institution should have in place to conduct proper due diligence and block unlawful transactions with respect to Regulation GG
Audience:

Management and Supervision, CSRs, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning the questioning techniques to use while opening a new account or maintaining an existing one.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the importance of questioning skills in uncovering customer needs and controlling the outcome of the sales process
  • Define purposes of four basic types of questions and when they are used in the sales process
  • Create good examples of each basic type of question
Audience:

Office Personnel, Customer Service Representatives, Sales Personnel, Branch Managers

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about providing the proper disclosures during the settlement process when purchasing a home.

Objectives:

As a result of completing this program, you will be able to:

  • Define the Real Estate Settlement Procedures Act (RESPA)
  • Understand the different types of disclosures required
  • Discuss the proper timing of disclosures
Audience:

Management and Supervision, Lending Personnel, and Other Personnel

Approximate Course Length: 30 minutes

This course covers recognizing sexual harassment, interpreting behavior, the legal view of sexual harassment, and hostile work environments for members of the management team.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize sexual harassment in the workplace
  • Explain the legal view of sexual harassment
  • Recognize the differences between quid pro quo and hostile work environment harassment
Audience:

All Bank Management Staff

Approximate Course Length: 30 - 45 minutes

This course covers recognizing sexual harassment, interpreting behavior, the legal view of sexual harassment, and hostile work environments for financial institution staff.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize sexual harassment in the workplace
  • Explain the legal view of sexual harassment
  • Recognize the differences between quid pro quo and hostile work environment harassment
Audience:

All Bank Management Staff

Approximate Course Length: 30 - 45 minutes

This course is designed for anyone interested in learning about sales.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the importance of summarizing and confirming a customer need before recommending a product or service
  • Explain the difference between the features and benefits of a product or service
  • Compose an effective recommendation statement based on customer needs, and the features, benefits and underlying desires, satisfied by a product or service
Audience:

It is especially helpful to branch office personnel in understanding the role of sales personnel in a financial institution, as well as to others, such as managers and supervisors, Lending Personnel, Customer Service Personnel.

Approximate Course Length: 45 minutes - 1 hour

Topics include an overview for anyone interested in learning about federal laws and regulations relating to consumer lending.

Objectives:

As a result of completing this program, you will be able to:

  • Discuss the purpose and functions of lending regulations
  • Disclose necessary information to customers when required
  • Define the financial institution responsibilities to customers regarding the regulations
Audience:

It is especially helpful to branch office personnel, Management, Supervision, Lending Personnel, and Platform Personnel

Approximate Course Length: 30 Minutes

This course covers Reg CC, Reg E, Consumer Privacy Act, Right to Financial Privacy Act, Truth in Savings (Reg DD), and Community Reinvestment Act.

Objectives:

As a result of completing this program, you will be able to:

  • Define the purpose and goals of Regulation CC
  • Identify the laws and regulations that govern those systems under Regulation E
  • Understand the purpose and goals of Consumer Privacy Act
  • Understand how the Right to Financial Privacy Act affects you
  • Identify your responsibility under Truth in Savings (Reg DD), and how it applies to you
  • Define your role under the Community Reinvestment Act
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This program is designed for anyone interested in learning the basic restrictions on and requirements for transactions between a member bank and its affiliates.

Objectives:

As a result of completing this program, you will be able to:

  • State the intent of the regulation
  • Recognize the definition of affiliate
  • Identify a covered transaction
  • Gain an understanding of the basic requirements of the regulation
Audience:

Board Members, Audit Personnel, Management, Lenders, Lending Support Staff, Supervision Personnel

Approximate Course Length: 30 - 45 minutes

This program is designed to provide general information and guidance related to remote deposit capture.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the concept of remote deposit capture
  • Learn the advantages of remote deposit capture
  • Acknowledge the associated risks
  • Gain knowledge on mitigating the risks associated with offering this service
Audience:

This course is especially helpful for all financial institution staff who need to understand the advantages and risks associated with offering remote deposit capture service

Approximate Course Length: 15 – 20 minutes

This program is designed for anyone interested in learning Regulation D’s definitions of deposit accounts and their limitations, as well as Regulation Q prohibitions on paying interest on certain types of deposit accounts.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purposed and objectives of the Federal Reserve Regulations D & Q
  • Define the common types of deposit accounts and the transaction limits on them required to maintain lower reserve requirements
  • Describe the types of accounts on which interest may not be paid and the entities that are not eligible to maintain interest bearing accounts
Audience:

Management and Supervision, New Accounts Personnel, and Other Personnel

Approximate Course Length: 45 minutes – 1 hour

This course is designed for anyone interested in learning about, or reviewing, federal banking laws and regulations related to opening new deposit accounts.

Objectives:

As a result of completing this program, you will be able to:

  • Correctly identify federal laws and/or regulations that have application when opening new deposit accounts and their related services
  • State the responsibilities of new account opening personnel mandated by several federal laws and regulations
Audience:

It is especially helpful to branch office personnel, Management, Supervision, Lending Personnel, and Platform Personnel

Approximate Course Length: 45 minutes

This course is designed for anyone who needs to know or is interested in the basic responsibilities of financial institutions regarding the release or sharing of customer information with agencies of the federal government.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the need for financial privacy laws pertaining to requests for customer financial information by agencies of the federal government
  • Describe the key provisions of the Right to Financial Privacy Act
  • Respond appropriately to consumer questions regarding your financial institution’s privacy policy and practices
Audience:

Office personnel who manage, supervise, or function as customer service staff.

Approximate Course Length: 30 minutes

This course is designed for anyone who needs to know or is interested in the significance of the Board of Directors, management strategic plan, reports and committees.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the role and responsibilities of the Board of Directors.
  • Analyze internal and external reports.
  • Participate in Board and committee level planning and decision making.
  • Understand the Board's role in a regulatory environment.
Audience:

Newly appointed and current members of the Board of Directors

Approximate Course Length: 30 - 45 minutes

This course is designed for anyone interested in getting an overview of savings withdrawals and the precautions when dealing with them.

Objectives:

As a result of completing this program, you will be able to:

  • Requirements for properly completing a savings withdrawal
  • Precautions to be taken when processing a savings withdrawal
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course covers the Secure and Fair Enforcement for Mortgage Licensing Act’s background and definitions, State of the Federal Registration, Origination, Timeline information, Requirements for Institutions, and Public access.

Objectives:

As a result of completing this program, you will be able to:

  • Define the requirements of the S.A.F.E. Act
  • Identify how mortgage loan originators register with the Registry
  • Identify the requirements for Institutions related to the Registry
  • Describe public access to the Registry
Audience:

Management and Supervision, Lending Personnel

Approximate Course Length: 30-45 minutes

This program is designed for financial institution employees who need to be familiar with the protections offered to servicemembers through the SCRA.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the intent of the SCRA
  • Acknowledge the protections offered by the SCRA
  • Identify how the SCRA protections affect our institution
Audience:

Management and Supervision, Customer Service Personnel, Lending Personnel, and Lending Support Staff

Approximate Course Length: 15-20 minutes

This program is designed for anyone interested in learning about Simplified Employee Pension Plans (SEP) including eligibility, contribution limits, and distribution rules.

Objectives:

As a result of completing this program, you will be able to:

  • Discuss the features and benefits of a Simplified Employee Pension Plan
  • Explain how to establish and operate SEP accounts
  • Discuss eligibility and compliance
Audience:

Management and Supervision, Tellers and Other Personnel.

Approximate Course Length: 45 min. – 1 hour

This course is designed for anyone interested in learning about the requirements placed on financial institutions relative to social media and the risks and regulations surrounding its use. It is most effective when used as a prerequisite to an institution’s own social media training.

Objectives:

As a result of completing this program, you will be able to:

  • Define social media as characterized by the Federal Financial Institutions Examination Council (FFIEC)
  • Describe why social media creates risk for financial institutions
  • Identify the primary risks financial institutions face when engaging in social media
  • List the seven components a social media risk management program should include
Audience:

Management and Supervision, Financial Institution Officers, Directors, and Board Members, and all other personnel

Approximate Course Length: 40 minutes

This program is designed for anyone interested in learning about Suspicious Activity Reporting.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the purpose of Suspicious Activity Reports
  • Identify suspicious activity
  • Define financial institutions’ responsibilities when dealing with SAR
Audience:

Management and Supervision, Lending & Operations and Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for managers, Customer Service Representatives or any staff member who needs to learn basic techniques of work-related projects and functions.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the importance and benefits of a regular systematized approach to planning
  • Overcome organizational barriers to planning concepts
  • Apply six developmental steps leading up to the implementation of work-related plans
Audience:

It will be helpful to anyone interested in developing a quick, cost-efficient and effective method for completing a task.

Approximate Course Length: 45 minutes – 1 hour

Topics include your role at the bank, how to assess when a customer is interested, the “S” technique, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Identify your role in helping sell a product
  • Assess when a customer might be interested in hearing about a new product
  • Understand how to use the “S” technique
  • Apply what you have learned in helping refer a customer to a new product
Audience:

Management and Supervision, Tellers and other personnel

Approximate Course Length: 30 minutes

This program is designed to cover the Special Rules for Certain Home Mortgage Transactions, Subpart E of the Truth in Lending Act.

Objectives:

As a result of completing this program, you will be able to:

  • Learn about the requirements for certain home mortgage transactions
  • Gain knowledge of the rules related to high-cost mortgages, higher-priced mortgage loans, reverse mortgages, and qualified mortgages
  • Be introduced to the Loan Estimate and Closing Disclosure forms
  • Become familiar with the Reg Z provisions related to mortgage transfer disclosures, home equity plans, periodic statements and valuation independence
Audience:

Management and Supervision Personnel, Customer Service Personnel, Lending Personnel, Lending Support Staff

Approximate Course Length: 120 minutes

This program is designed to cover the aspects of closed-end credit under the Truth in Lending Act.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the important aspects of closed-end credit
  • Recognize the difference in requirements for home-secured and not home-secured closed-end credit
  • Know the requirements regarding rescission periods
  • Be aware of the advertising rules
Audience:

Management and Supervision Personnel, Customer Service Personnel, Lending Personnel, Lending Support Staff

Approximate Course Length: 45 minutes

This program is designed to cover some of the special provisions of the Truth in Lending Act.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the importance of finance charge
  • Become familiar with the record retention requirements
  • Gain knowledge related to the special rules applicable to credit card accounts
  • Learn about the Regulation Z provisions related to private education loans and open-end credit offered to college students
Audience:

Management and Supervision Personnel, Customer Service Personnel, Lending Personnel, Lending Support Staff

Approximate Course Length: 45 minutes

This program is designed to cover the aspects of open-end credit under the Truth in Lending Act.

Objectives:

As a result of completing this program, you will be able to:

  • Know the important aspects of open-end credit
  • Realize the requirements for rescission periods
  • Understand the difference between home-secured and not home-secured open-end credit
  • Become familiar with the advertising rules
Audience:

Management and Supervision Personnel, Customer Service Personnel, Lending Personnel, Lending Support Staff

Approximate Course Length: 30 minutes

This course is an overview for non-lenders who need general information about Regulation Z and the Truth in Lending Act.

Objectives:

As a result of completing this program, you will be able to:

  • Identify various types of credit
  • Recognize the purpose of the Loan Estimate and Closing Disclosure
  • Understand the basic requirements for disclosures
  • Acknowledge when payments must be credited
  • Follow the advertising requirements
Audience:

Lending Personnel and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about the Truth in Savings Act.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the requirements of the Truth in Savings Act
  • Understand the types of disclosures required
  • Understand the term APY
  • Understand the requirements for advertising deposit products
Audience:

Management and Supervisors, New Accounts Personnel, Advertising/Marketing Personnel, and Other Personnel

Approximate Course Length: 30 minutes

This program is designed to introduce financial institution personnel to the concept of Unfair, Deceptive or Abusive Acts or Practices under the Dodd-Frank Act.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the background and purpose of the Unfair or Deceptive Acts or Practices also known as Regulation AA
  • Recognize unfair or deceptive practices
  • Explain consumer complaint procedures
Audience:

Management and Supervisors, Lending Personnel, and Other Personnel

Approximate Course Length: 30-40 minutes

This program is designed for anyone interested in learning about the USA PATRIOT Act.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose of the USA PATRIOT Act
  • List new responsibilities of branch personnel under the Act
  • Define the requirements of a Customer Identification Program (CIP)
  • Identify activities likely connected with terrorists or terrorist organizations
  • State the conditions for sharing information about suspicious activities with other financial institutions
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

Topics include genuine currency, features of redesigned currency, counterfeit currency, mutilated currency, and much more.

Objectives:

As a result of completing this program, you will be able to:

  • Correctly identify features of genuine currency
  • Detect features of counterfeit currency
  • Explain the requirements for obtaining full value of mutilated currency
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This course is designed for anyone interested in learning about selling financial products and services.

Objectives:

As a result of completing this program, you will be able to:

  • All customers and prospects are unique individuals
  • Customer’s financial needs vary with circumstances, age, and other factors
  • How not to miss opportunities to be helpful by making assumptions about an individual’s needs
Audience:

It is especially helpful to branch office personnel with sales responsibilities, as well as to others, such as Managers and Supervisors, Lending Personnel, Customer Service Personnel.

Approximate Course Length: 30 minutes

This course is designed for anyone interested in understanding the role of sales personnel in a financial institution.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the need for effective sales personnel based on increasing competition among financial institutions
  • Describe the importance of the role of a sales person as a consultant to prospects and existing customer(s)
  • List four basic skills common to all successful sales people
Audience:

Management and Supervision, Tellers and other personnel

Approximate Course Length: 1 hour

This course is designed for anyone interested in learning about the responsibilities of a Teller as well as good customer relationship techniques.

Objectives:

As a result of completing this program, you will be able to:

  • Understand how to provide consistent quality customer service
  • Define the role of a Teller
  • Identify the elements of good customer relations and quality service
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in becoming a manager or learning to have more efficient management skills.

Objectives:

As a result of completing this program, you will be able to:

  • Identify the management mythology
  • Demonstrate the functions of management
  • Understand the fundamental characteristics of management and be able to apply them
Audience:

Management and Supervisors

Approximate Course Length: 45 minutes