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Seat Time: 2hrs - Desc:

This course will introduce the learner to procedures for providing customers with ongoing, positive experiences. Some of the procedures that this course will outline include communication through listening, phrasing and probing; proper telephone usage, and the various types of customers who will be encountered. After completing this program the learner will understand:

  • The importance of giving and getting respect.
  • How to properly communicate complex information.

Seat Time: 2.5hrs - Desc:

This course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:

  • Frame of reference.
  • Proper telephone skills.
  • Handling everyday requests.

Seat Time: 1.5hrs - Desc:

This course will examine best methods for communicating. The learner will become familiar with the CLEAR system and how to handle difficult or upset customers. After completing this program, the learner will be able to:

  • Handle unreasonable and difficult customers and situations.
  • Use effective problem-solving techniques.
  • Use proper communication etiquette.

Seat Time: 1hrs - Desc:

This course will introduce the learner to the details of the Real Estate Settlement Procedures Act (RESPA). The learner will be provided with an overview of the important aspects of RESPA, such as the Act's disclosures and penalties for non-compliance. After completing this program, the learner will understand:

  • Refinancing under RESPA.
  • Definition of types of refinancing requirements of RESPA, such as the Good Faith Estimate (GFE)
  • Necessary items on annual reports
Seat Time: 1hrs - Desc:

This course will introduce the learner to the pervasive and serious issue of elder financial abuse. The course will help to familiarize the learner with the various financial frauds and scams that are most commonly perpetrated on elders. After completing this course, the learner will understand:

  • Why elder financial abuse is such a serious issue.
  • Who most commonly perpetrates elder financial abuse.
  • How to identify the various red flags of financial abuse and how to properly report them.

Seat Time: 4.25hrs - Desc:

This course will introduce the learner to the recruitment and selection processes performed by Human Resources (HR). The course will familiarize the learner with structuring job information and recruitment sources, effective interviewing techniques, and how to properly select and hire new employees. After completing this course, the learner will understand:

  • How to recognize and avoid bias in recruitment and selection.
  • How to use ability and psychometric tests as additions to normal interviewing techniques.
  • How to ensure fair and respectful hiring methods by avoiding and discouraging discrimination and harassment.

Seat Time: 0.25hrs - Desc:

This course will introduce the learner to Regulation 9, which sets forth the standards that apply to the fiduciary activities of national banks. The course will teach the learner about the limitations that Regulation 9 establishes. After completing this program, the learner will understand:

  • Policies and procedures for national banks enacted under Regulation 9.
  • Three types of reviews of fiduciary accounts.
  • Acceptable collateral that can be set aside as security.