Your Branch Career Development Path

(1)

Your Branch Career Development Path

FORUM Credit Union – Retail Delivery

(2)

(3)

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 attendancedate 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 practicedateand 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

(4)

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

(5)

MSR-in-Training

Skill Sets

[ 7 days ]

SKILL SETS

Knowledge

Practice

Training Experience Date MSR Initials Date Mgr Initials

F

LI

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

F

O

C

U

S

Navigate Member Profiles &

Transaction Histories _{Basic Operations Training [HQ]}

Training Branch [R] Use Search & Filter Functions

Review & Add Notes

T

e

ll

e

r

N

a

v

Count in Drawer

Basic Operations Training [HQ] Training Branch [R] Balance Drawer

Process Cash & Check Deposits Process Split Deposits

Process Loan Payments

(6)

MSR-in-Training

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

T

e

ll

e

r

N

a

v

,

C

o

n

t’

d

Cash a Check

Basic Operations Training [HQ] 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

IT

I

Perform Basic Account Inquiries

Training Branch [R]

Commercial Integrator & ITI: Basics [HQ] Read & Add Attention Messages

Place a Check Hold

O

u

tl

o

k _{Create Inbox Folders}

Basic Operations Training [HQ] Create Auto Signature

(7)

MSR-in-Training

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

Training Resource Date MSR Initials Date Mgr Initials

S

e

cu

ri

ty

Lock Drawer & Computer Station

Basic Operations Training [HQ] 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

S

a

le

s

&

S

e

rv

ic

e

Understand UA Expectations

Basic Operations Training [HQ]

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

(8)

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

(9)

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.

(10)

MSR I

Skill Sets

[ 7 days – 6 months ]

SKILL SETS

Knowledge

Practice

F

O

C

U

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 W e b E x te n d e

r _{Locate Member Records}

Locate & Print Statement Copies Signature Cards

V

IP

Process & Troubleshooting Training Branch [R] Branch Buddy [R] Locate Deposited Check Images

T

e

ll

e

r

N

a

v

Understand General Ledger Numbers

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

(11)

MSR I

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

T

e

ll

e

r

N

a

v

,

C

o

n

t’

d

Process Mortgage Payments

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

(12)

MSR I

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

IT

I

Place a Check Stop Payment Branch Buddy [R]

Commercial Integrator & ITI: Basics [HQ] Wire Transfer Procedures

D

e

lu

x

e

Place a New Personal Check Order

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

S

T

A

R

Review Transaction History

MSR Re-Boot Camp [HQ] 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 E le ct ro n ic S e rv ic e

s Enroll a Member in Tellerphone

Electronic Services [SP]

CU Online Admin [W] Reset a Member’s Tellerphone PIN

Assist Member w/ CU Online Enrollment

(13)

MSR I

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

S

e

cu

ri

ty

Identify All Clear Signal Basic Operations Training [HQ] Training Branch [R] Robbery Training [HQ]

Follow Robbery Procedures

Safe Deposit Box Procedures

S

a

le

s

&

S

e

rv

ic

e

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

(14)

MSR I

Performance Expectations

MANDATORY TRAINING EXPERIENCES

• Branch Buddy Program [R]

• Listening Skills with Results [R]

• MSR Re-Boot Camp [HQ]

• The Rest of the Story [HQ]

• Robbery Training [HQ]

• Sales Assist Program [R]

• Step by Step [R]

• The Truth about Cats & Dogs [R]

• Where’s Seymour? [HQ]

MONTHLY SERVICE EXPECTATIONS

(15)

MSR I

Performance Expectations, Cont’d

MONTHLY SALES EXPECTATIONS

Attainment of at least one manager-assigned new member service sales goal and no zeros in a sales goal category

Branch Managers will assign unique production goals to each employee based on their current MSR/UA Level. Employees can meet their production goal by opening a new service at a member initiated request or by their suggestion to a member [cross sell].

*Services definition: Checking [not including Aware or Second Checking], Club Accounts [CommonCents, Santa Savings, Special Savings, or Weekly 5 Club], Money Market Accounts, CDs [including Crossover Money Market], IRAs, Business Accounts [both Checking and Loans], Moneylines, Auto Loans, HELOCs, and Mortgages

(16)

MSR II

Skill Sets

[ 6 – 9 months ]

SKILL SETS

Knowledge

Practice

T

e

ll

e

r

N

a

v

ig

a

to

r

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

IT

I

Process an Address Change

Commercial Integrator & ITI: Basics [HQ]

Process a Name Change Add & Remove Signers

(17)

MSR II

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

N

e

w

A

cc

o

u

n

t

O

p

e

n

in

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

IR

A

s

&

H

S

A

s

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

(18)

MSR II

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

S

T

A

R

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

D

is

p

u

te

s

ATM/Debit Card Disputes ACH Disputes Fraud Disputes

S

a

le

s

&

S

e

rv

ic

e

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

(19)

MSR II

Performance Expectations

MANDATORY TRAINING EXPERIENCES

• All about HSAs [W]

• IRA 1 [R]

• New Account Opening Workshop [HQ]

MONTHLY SERVICE EXPECTATIONS

• Loyalty Index score of 80% or higher

MONTHLY SALES EXPECTATIONS

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].

(20)

Universal Agent

Skill Sets

[ 9 - 15 months ]

SKILL SETS

Knowledge

Practice

T

e

ll

e

r

N

a

v

ig

a

to

r

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

B

u

si

n

e

ss

A

cc

o

u

n

t

O

p

e

n

in

g

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

(21)

UA

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

C

o

n

su

m

e

r

Lo

a

n

s

Quote Interest Rates by Range

Understanding the Loan Process [W] 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

(22)

UA

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

H o m e E q u it y Lo a n s

Differentiate between Home Equity, HELOC and 5/10 Two Step

Understanding the Loan Process [W] Lending Workshops [HQ] Calculate Loan to Value Ratios

Follow Paperwork Flow Second Mortgage Processing

IR

A

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

H

S

A

s

Complete Application & Forms Open New Account & HSA Subshare Order HSA Debit Cards

Modify an HSA

O

u

tl

o

k

Setting E-mail Rules

Creating Meetings, Tasks & Contacts E-mail to Calendar or Task Item View Shared Calendars

(23)

UA

Skill Sets, Cont’d

SKILL SETS

Knowledge

Practice

E

x

ce

l

Cut, Copy & Paste Rows, Columns & Formulas

Use the Drag-and-Drop Calculator Create Basic Formulas

C o m p li a n

ce Answer Member’s Compliance Questions

Tuesdays with Marty [W]

POA, POD & Death Claim Procedures

NCUA Insurance Coverage

S

a

le

s

&

S

e

rv

ic

e

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

(24)

Universal Agent

Performance Expectations

MANDATORY TRAINING EXPERIENCES

• IRA II [HQ]

• ITI: Advanced & Premier Expedite [HQ]

• Lending Workshops [HQ]

• Payment Protection: Fundamentals [W]

• Tuesdays with Marty [W]

• Understanding the Loan Process [W]

MONTHLY SERVICE EXPECTATIONS

(25)

MSR I

Performance Expectations, Cont’d

MONTHLY SALES EXPECTATIONS

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].

(26)

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.