Frontline Boot Camp

Program

Part 1: Operations

Credit Union History and Philosophy: Learn how credit unions differ in purpose, spirit, and operation from other financial institutions.

Member Service: Focus on ways of delivering exceptional service to members.  Learn to make a good first impression, keep a positive attitude, diffuse difficult situations and communicate effectively.

Cash Handling: Learn the basics of balancing a cash drawer.  Examine typical balancing errors.  Identify four common reasons tellers make mistakes.  Learn how to detect counterfeit currency and know what to do if you receive a counterfeit bill.

Checks & Fraud: Learn the importance of obtaining proper identification and avoid common check schemes and other frauds.

Robbery: Learn the steps every employee should take before a robbery happens.  Learn why preparation is important.  Understand safety guidelines to use during a robbery and the techniques needed to be an expert witness.

Part 2: Regulations

This session will provide a general overview of the regulations that affect frontline staff.  Beginning with the process of opening the account and identification of the customer/member, this session will follow the life-cycle of a typical account.  Attendees will learn how state and federal regulations affect opening accounts, adding and removing joint accountholders, adding services such as debit cards and checking accounts, loan interviewing, and troubleshooting a variety of member issues.

Anti-Money Laundering - Learn about the Bank Secrecy Act, including reportable transactions and suspicious activity, and about the USA Patriot Act, including its requirements for disclosure and identification of members.

Expedited Funds Availability Act (Reg CC) - Learn to apply availability schedules and disclosure requirements.

Electronic Fund Transfer Act (Reg E) - Find out about disclosure requirements and error resolution.

Truth In Savings - Be able to provide and explain disclosures and respond to inquiries.

Privacy Act - Understand the rules of confidentiality.

Equal Credit Opportunity Act (Reg B) - Avoid discrimination when taking and evaluating applications or denying credit.

Fair Credit Reporting Act - Master the disclosure requirements.

Servicemembers Civil Relief Act - Understand coverage and applications.

Reserve Requirements (Reg D) - Be able to explain the difference between limited and unlimited transactions.

State Account Ownership Rules - Learn the difference between credit union membership and account ownership

Presenters

Sheila Franklin is an Account Executive at the Tennessee Credit Union League.  She works directly with credit unions in many areas including Shared Branching and Human Resources.  In this role, she assists credit unions in evaluating job positions with emphasis on job descriptions, job expecttions and job responsibilities.

Prior to this position, Sheila spent over 10 years working in credit unions in various positions from front-line trainer and supervisor to senior-level management.

Trish Patterson is Vice President of Education & Information at the Tennessee Credit Union League. Her duties include developing and conducting training programs for credit union volunteers, management and staff. She also develops and provides training in several areas of regulatory compliance including lending, savings, marketing, and operations. She analyzes and communicates the impact of state and federal legislation on credit union operations and comments on proposed regulatory changes.

She writes a weekly e-mail to credit unions called League Update, which provides information on regulatory, legislative, and operational topics of interest to member credit unions. She speaks regularly at league, chapter, and credit union functions.

Trish began her career as a teller for Bank of America in Sacramento, California. From there she went to work as Loan Auditor for SAFE Credit Union in North Highlands, California, and eventually became the Senior Technical Support Specialist, streamlining and standardizing policies and procedures, implementing new and revised consumer regulations, and designing internal forms.

Trish graduated from American River College in Sacramento, attended the University of California at Davis, and graduated with a Bachelor of Science degree in Organizational Behavior from the University of San Francisco.

Dates and Locations

Agenda: Registration 8:45 a.m., Program 9:00 a.m. to 4:00 p.m., Lunch 12:00 p.m. to 1:00 p.m.

Educational Investment

$349 per person per day (for registrations received within 2 weeks of the session)

Early Bird $249 per person per day (for registrations received more than 2 weeks prior to the session)

Credit unions with assests less than $5 million, FREE.

On-Demand Training in your credit union

Frontline Boot Camp can be presented privately on site at your credit union.  On Demand Training can save time, save travel costs, and can even be tailored to suit your needs.  On Demand Training allows your staff and volunteers to learn together and support each other in practicing their new skills.

On Demand Training is $1,500 per day plus expenses.  Additional partial days are $200 per hour.  For more information, contact Trish Patterson at your League at 800-572-7359, extension 138 or tpatterson@yourleague.org.

Registration Form

Attire

Business casual. Be sure to bring a sweater, as personal comfort levels vary.

Questions or Special Needs

Call your CU Information Center at 800-572-7359 or 423-899-2425, extensions 1204 or 1208. Or e-mail Cynthia Dunn at cdunn@yourleague.org or Trish Patterson at tpatterson@yourleague.org.

Cancellation: Refunds (less a $50 processing fee per person) will be granted for cancellations received in writing 10 days prior to the conference.  After that, substitutions are welcome.