2012 Frontline Series

A series of 6 webinars designed especially for frontline staff!

WEBINAR OR ON-DEMAND WEB LINK (LINK INCLUDES FREE CD ROM)

Providing on-going, quality training for frontline staff can be a challenge. Yet, increasing the frontline’s skills and competence is the key to providing exceptional member service, reducing loss, and improving the credit union’s bottom line. Because the frontline is the “face” of the credit union, members rely on them to be knowledgeable, efficient, and friendly. A member’s loyalty can begin – and end – based on their experience with frontline staff.

This specially-designed series will provide the necessary training so the frontline can perform and improve their wide-ranging skills with assurance and accuracy. Staff may register for the entire series or for individual sessions. By signing up for the entire series, you will receive 6 webinars for the price of 5. It’s a simple, cost-effective solution for training the entire frontline staff.

Frontline Series Topics

• Minor Accounts: Legal Ownership, Debit Cards & Access
• Head Teller Training: Improving Teller Performance
• Service EXTRAordinaire: Increasing Member Loyalty & Profitability
• How to Talk to Members: Handling Difficult Members & Situations
• Signature Card Danger Zones: Account Titling, Ownership & Access
• Business Accounts: Who is Authorized to Open, Close, Transact?

Read more about your registration options here.

 

Session Dates & Descriptions

12:00 pm - 1:30 pm Pacific   1:00 pm - 2:30 pm Mountain   2:00 pm - 3:30 pm Central   3:00 pm - 4:30 pm Eastern

Click on presenters' names below for more information.

Can minors legally open accounts? What options do financial institutions have when opening minor accounts? Many institutions will open joint accounts, Uniform Transfer to Minor Accounts, social security representative payee accounts, Coverdell Education Savings Accounts, and sometimes accounts for minors alone (depending on state law). This webinar will cover the ins and outs of minor-account ownership, including more difficult issues like debit cards, access, and providing account information. In addition, a state-specific chart will be provided to help navigate through your state law.

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The head teller is one of the most important supervisors in your credit union! A skilled head teller can mean greater productivity and greater profit. This session will teach head tellers how to bring out the best in their team and themselves. Ultimately 25 to 35% of the credit union’s team will be more productive, more effective, and more satisfied. Mechanisms to create a fun, yet high-performance team will be included. This one-of-a-kind, credit-union-specific webinar will cover communication methods, motivation, service orientation, training, and performance feedback. It will be the best training your head teller receives this year!

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Elevate your members’ service experience to Service EXTRAordinaire and discover how to build loyalty for life – even with disgruntled members! Explore ways to deliver service you are NOT obliged to give using the Five Cs to add value. Discover strategies that can help you build stronger, deeper member relationships as well as capture more loan opportunities. Learn what you can do to engage your members and grow your credit union!

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Members are the lifeblood of your credit union. How staff interacts with them determines whether your credit union grows or fades away. Sometimes others forget that frontline staff, call center personnel, receptionists, and employees who answer the telephone are the true image of the credit union. This webinar will review actual cases of how staff handled problems that resulted in amusing or difficult situations. It will analyze interpersonal communications between members and staff that may result in compliments, conflicts, or with a member closing accounts.

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Your signature contract can be friend or foe, depending on your understanding of the account agreement or contract. The agreement between the accountholder and the credit union protects both sides and is very important to the success of the relationship. However, sometimes lack of understanding about account ownership and legal issues can cause the member and the credit union to be at odds or wind up in court over contract litigation. What are the danger zones? How can they be avoided? This may be the most important new accounts program you will ever attend regarding how to use your contract properly. Here’s another compelling reason to attend: signature contracts can be used when a financial institution fails in order to determine insurance.

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There are six basic types of business accounts: sole proprietorship, general partnerships, limited liability partnerships, limited partnerships, corporation, and limited liability companies. Do you know who has the authority to open, close, change signers, and transact business for each? This webinar will look at each ownership type and address common issues with setting them up, tax reporting, and documentation. You will learn what happens at death, what to do about debit cards, and how to set up online banking to protect the accountholder and your financial institution.

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