This course will familiarize the learner with the proper procedures for servicing members as a CSO. The course will stress the importance of providing good service though the use of proper communication techniques and strategies for dealing with every type of member. After completing this course, the learner will understand:
- The relationship between giving and getting respect with regard to member interactions.
- How to gather information by asking the right questions.
- How to provide satisfactory service to unreasonable members.
Seat Time: 1.75hrs - Desc:
This course will offer an overview of the duties and responsibilities of the Customer Service Officer (CSO). This course will also introduce the learner to aspects of confidentiality and professionalism, which should be adhered to at all times. After completing this program, the learner will be able to:
- Perform the appropriate tasks and duties of the Customer Service Officer.
- Act appropriately and professionally as a representation of the financial institution to the customer.
- Understand and use cross-selling procedures and strategies to further customer relationships with the financial institution.
This course will introduce the learner to the integral position of teller at the credit union. The course will familiarize the learner with the other members of the credit union team, the skills that an efficient teller must possess, and the standards that all tellers must adhere to at the credit union. After completing this course, the learner will understand:
- The credit unions vision and values.
- The credit unions storied history and its continuing commitment to excellence.
- How to succeed as a teller at the credit union.
This course will provide an overview of the best methods for greeting and communicating with members. The learner will become familiar with the appropriate interaction strategies and techniques that should be used to make members feel comfortable and at ease when visiting the credit union. After completing this program, the learner will be able to:
- Listen to, understand, and address member needs.
- Determine document accuracy and properly identify members.
- Finish the transaction efficiently and thank the member.
This course will introduce the learner to the various products and practices associated with consumer lending. Some of these products include secured and unsecured loans, mortgages, non-real estate secured credit products, and small business loans. After completing this course, the learner will understand:
- How to differentiate between the different types of collateral.
- The features that are available to consumer credit products.
- Which unsecured credit products are available to borrowers.
This course will introduce the learner to the extensive procedures involved in consumer lending. The learner will become familiar with the application process and documentation, home equity loan documentation, and liens on collateral, in addition to many other aspects. After completing this course, the learner will understand:
- How to clearly quote rates to customers.
- The pre-closing and closing processes.
- How to best communicate loan decisions to customers.
This course will introduce the learner to the skills and standards necessary to be a successful consumer lender. This course will familiarize the learner with the various aspects of consumer lending, including the different types of consumer loan applications, the 5 Cs of credit and the tools associated with them, credit bureaus and their reports, and how to communicate loan decisions. After completing this course, the learner will understand:
- How to handle information in a way that ensures confidentiality.
- How credit scoring works.
- The credit unions consumer lending culture.