Course

Retail Banking and Consumer Lending

Consumer Credit Products

Description: Consumer Credit Products provides students with the confidence they need to discuss consumer credit terms and products with their clients. The course begins with defining the basic terminology associated with consumer credit products. Then, it explores the different types of credit products – non-real estate-related and real estate-related – and explains how to calculate the maximum loan amount available for the real estate-related products.

Audience: Branch personnel who are responsible for discussing or selling consumer credit products.

Learning Objectives: After completing this course, students will be able to:

  • Define basic consumer credit terminology to clients
  • Identify features of consumer credit products
  • Explain the two loan categories – non-real estate-related and real estate-related – along with the products associated with the categories
  • Determine the maximum loan amount available based on collateral value, for real estate-related products

Credit: AIB: 0; ICB: 0

Price:  CBA Member: $95.00  Nonmember: $130.00

Fundamentals of Consumer Lending

Description: Fundamentals of Consumer Lending covers the basics of consumer credit including terminology, categories of credit, credit worthiness. Students will learn the application process and the actions required to ensure bank compliance with regulations. By the end of the course, students should have a higher comfort level with consumer credit and feel an increase in credibility when interacting with clients who apply for consumer credit.

Audience: Any bank personnel with little or no experience in consumer lending.

Learning Objectives: After completing this course, students will be able to:

  • Describe consumer credit basics including examples of consumer credit, the consumer credit operations of a bank, and the credit application process
  • Define basic categories of consumer credit and terminology
  • Explain how banks make money from loans including which rate types banks use, which factors determine loan pricing, and which loan cost categories affect loan profitability
  • Describe the credit evaluation and decision-making systems, namely the Five C’s of Credit and credit scoring
  • Summarize the impact of bank regulations upon the credit application process

Credit: AIB: 0.5 ; ICB: 0

Price:  CBA Member: $95.00  Nonmember: $130.00

Introduction to IRAs

Description: Introduction to IRAs provides key concepts about basic IRA product features and benefits,
and contribution and distribution requirements. The course discusses traditional, rollover, and Roth IRAs, including the new conversion rules, as well as Simplified Employee Pension Plans and SIMPLE Retirement Accounts. This course also presents information about IRA tax benefits and penalty calculations. Students will gain a greater understanding of how IRAs work, which will enhance their ability to increase IRA sales and improve customer service.

Audience: Any bank personnel including tellers, new accounts representatives, personal bankers, platform assistants, and branch managers who require a basic understanding of Individual Retirement Accounts.

Learning Objectives: After completing this course, students will be able to:

  • Discuss Individual Retirement Accounts, including contribution rules
  • Discuss Roth IRAs, including contribution rules
  • Discuss rollover IRAs, including contribution rules
  • Discuss simplified employee pension plans, including contribution rules
  • Discuss SIMPLE retirement accounts, including contribution rule

Credit: AIB: 0; ICB: 0

Price:  CBA Member: $95.00  Nonmember: $130.00

Personal Tax Return Analysis

Description: Personal Tax Return Analysis is designed to teach students the basics of analyzing personal tax returns. The course begins with a discussion about analyzing personal tax returns to determine a projected income. Students will learn about income trends, recurring versus non-recurring income, and how tax returns can be used as a sales tool. By the end of the course students should be confident in analyzing personal tax returns.

Audience: Bank personnel who are in a position to use personal tax returns from clients for lending analysis.

Learning Objectives: After completing this course, students will be able to:

  • Describe what constitutes a complete tax return and how to identify signs of fraud
  • Identify income trends and non-recurring situations used in analysis
  • Describe the areas on tax returns that can be used to identify cross-sell opportunities
  • Analyze wage and tip income including the non-cash and pre-tax benefits associated with the source of income
  • Analyze taxable and non-taxable interest and dividend income
  • Describe and calculate the source of income information on Schedule C
  • Explain and calculate capital gains and losses
  • Differentiate the areas on Schedule E and calculate rental income
  • Calculate limited partnership income

Credit: AIB: .50 ; ICB: 7.25 CLBB, CTFA(FP)

Price:  CBA Member: $95.00  Nonmember: $130.00

Referring Insurance and Annuity Clients

Description: Referring Insurance and Annuity Clients provides the different types of insurance and annuity products and how to identify and refer clients who might benefit from those products. The course begins with a discussion of the bank’s role in selling insurance and annuities, including the responsibilities as an unlicensed employee. It introduces the features and benefits of various insurance and annuity products, including disability insurance, healthcare insurance, property and casualty insurance, and liability insurance. This course will revisit the effective referral model that was introduced in the Effective Client Referrals course. Students will learn how to make a referral to a licensed representative.

Note: The Effective Client Referrals course must be taken at least once before taking this course.

Audience: Bank personnel who have the opportunity to refer customers to designated, licensed insurance sellers in a bank.

Learning Objectives: After completing this course, students will be able to:

  • Describe how insurance and annuities products and services address a client’s financial needs
  • Describe the common types and features of insurance and annuity products offered through banks
  • Identify the client characteristics that indicate a need for an insurance or annuity product
  • Use the Effective Referral Model to make referrals to bank-designated, licensed staff

 Credit: AIB: 0; ICB: 0

Price:  CBA Member: $95.00  Nonmember: $130.00

Referring Investment Clients

Description: Referring Investment Clients teaches how to be professional in referring clients to a licensed securities specialist. The course begins by providing some history about how banks began to include securities products among their services. The course then provides an overview of securities products commonly offered by banks. Students will learn how to use a variety of clues to identify the clients’ recognized and unrecognized financial needs. In addition, students will learn how to gather information that a licensed investment specialist will find helpful as he/she works with a referred client. This course revisits the effective referral model that was introduced in the Effective Client Referrals course. Using the effective referral model will help clients see the value in referral suggestions and in meeting with an investment specialist. By applying the knowledge and skills students will be prepared to connect their clients with the resources they need and play a vital role on the bank’s financial services.

Note: The Effective Client Referrals course must be taken at least once before taking this course

Audience: Bank personnel who manage client relationships and/or who are in a position to identify referral opportunities to licensed specialists.

Learning Objectives: After completing this course, students will be able to:

  • Identify key regulations and guidelines banks must follow when offering investment products
  • Identify benefits and risks associated with investment products
  • Describe the basic features of common investment products
  • Recognize clues and gather information to support and enhance a referral
  • Use the Effective Referral Model to make needs-based, professional referrals
  • Address common client concerns about following through on a referral

Credit: AIB: 0; ICB: 0

Price:  CBA Member: $95.00  Nonmember: $130.00

Referring Trust Clients

Description: Referring Trust Clients teaches how to identify potential trust clients and effectively refer them to the bank’s trust experts. It examines the elements of a trust and the five primary reasons why clients want or need a trust. This course identifies the life events that could indicate the need for a trust product or service and match those needs to particular trust categories. The course will also examine agency and fiduciary accounts and their respective characteristics and benefits. Although students may not be expected to describe products or services to clients, an understanding of the benefits of trust accounts will enable students to identify needs, link those needs to trust products, and refer clients to a qualified trust expert by revisiting the effective referral model that was introduced in the Effective Client Referrals course.

Note: The Effective Client Referrals course must be taken at least once before taking this course.

Audience: Bank personnel who manage client relationships and/or who are in a position to identify referral opportunities to trust specialists.

Learning Objectives: After completing this course, students will be able to:

  • Describe the five basic elements of a trust
  • Identify the five key reasons clients need or want a trust
  • Refer clients to the trust department using the Effective Referral Model
  • Identify trust accounts that map to clients’ needs

Credit: AIB: 0; ICB: 0

Price:  CBA Member: $95.00  Nonmember: $130.00

Revitalizing Customer Service Curriculum

Description:

Part 1 – Basic Skills
Revitalizing Customer Service: Basic Skills presents the ten basic customer service skills that clients expect from any business interaction – internal and external. This course explores three communication methods for sharing information with clients, as well as the keys to effective listening that can have a positive influence on a client.

Part 2 – Handling Difficult Situations
Revitalizing Customer Service: Handling Difficult Situations provides ways to overcome obstacles that cause stress and can keep employees from displaying good customer service. This course pinpoints the real source of a client’s anger and helps employees accept the responsibility for ensuring an angry client feels their banking relationship is respected. 

Audience: All levels of employees who want to learn basic customer service skills.

Learning Objectives:

After completing Part 1: Basic Skills, students will be able to:

  • Describe the value of basic customer service skills
  • Explain the role of communication in the delivery of customer service
  • Describe how listening enhances customer service delivery

After completing Part 2: Handling Difficult Situations, students will be able to:

  • Explain the impact of stress on customer service delivery
  • Explain how customer service skills help with angry clients  

Credit: AIB: .25 ; ICB: 0

Price:  CBA Member: $95.00  Nonmember: $130.00

Robbery and Bank Security

Description: Robbery and Bank Security provides the tools needed to handle the most common security situations — an essential part of every bank employee’s job. In the course, students will learn the appropriate behavior for a robbery situation and how to respond to bomb and kidnapping threats, and fire. Students are presented with some typical behaviors of con artists and given guidelines to follow if they suspect a potential con artist or financial scam. It also reviews daily bank security routines to ensure their own physical safety, as well as the safety of coworkers and customers. The course concludes with a discussion about the personal responsibility of a teller to practice ethical behavior.

Audience: Bank personnel in a retail branch environment.

Learning Objectives: After completing this course, students will be able to:

  • Demonstrate appropriate behavior before, during, and after a robbery
  • Respond to bomb and kidnapping threats safely
  • Recognize potential con artist behavior
  • Demonstrate safe daily routines
  • Practice ethical behavior as a teller

Credit: AIB: 0; ICB: 0

Price:  CBA Member: $95.00  Nonmember: $130.00

Today’s Teller

Description: AIB Today’s Teller: Developing Basic Skills course is designed to onboard newly hired tellers. The 8 self-paced modules are based on the content in ABA’s Today’s Teller textbook and are designed to simplify new teller training, reduce teller training time and costs, and provide your new tellers with a working knowledge of teller fundamentals.

The highly interactive modules are supplemented with industry best-practice procedures and off-line exercises that can personalize the experience to your bank. As a stand-alone program or as a supplement to your bank’s on-the-line training, AIB Today’s Teller can significantly accelerate the process of preparing your new tellers to begin serving customers.  Use of the program also ensures consistency in training across all bank locations.

Audience: New Tellers.

Learning Objectives:

(By Module)

  • The Role of the Teller introduces the four common work principles adopted by successful tellers and the seven main areas of responsibility for a teller.
  • Handling Checks demonstrates the check items of negotiability; the principles of endorsements; and the warning signs for forged or altered checks.
  • Processing Transactions provides an overview of the most common deposit and withdrawal transactions for checking and savings accounts as well as the regulations that govern processing procedures.
  • Cash Handling introduces the features of U.S. currency along with the key security features associated with common currency denominations, cash compartments, and procedures for mutilated, unfit, altered, and counterfeit currency.
  • Cash Balancing documents the basics of cash balancing and procedures to open and close teller drawers.
  • Bank Services describes the negotiable instruments guaranteed by banks; guidelines for handling loan payments and bankcard transaction processing; the features and benefits of ATM, debit and other cards; and more.
  • Robbery and Bank Security provides the tools needed to handle the most common security situations — robbery, fire, bomb and kidnapping threats as well as scams and con artists.
  • Providing Quality Customer Service provides an opportunity to sharpen communication abilities and enhance skills to serve a variety of customers, including managing difficult customers.

Credit: AIB: .5; ICB: 0

Price:  CBA Member: $150.00  Nonmember: $200.00

Commands