CFTVA - Course Descriptions

Accounting emphasizes current practices of accounting procedures and includes coverage of the latest principles set forth by the Financial Accounting Standards Board.

Course objectives:

	Describe the content and purposes of a balance sheet and income statement
	Compare the basic characteristics of the accrual basis with the cash basis of accounting
	Explain the full accounting cycle and prepare all required journals, entries and adjustments
	Outline the necessity for and features of internal control
	Identify the basic assumptions, principles, and modifying conventions of accounting
	Describe how inflation affects information presented in conventional financial statements
	Define partnerships and explain their characteristics

Audience:  Bank personnel requiring a fundamental knowledge of accounting.

A practical introduction to financial analysis from the viewpoint of the commercial loan officer, this course gives you the skills you need to effectively assess a borrower’s ability to repay loans.
Recommended prerequisite: Accounting

Course objectives:

	Relate how a company’s type of business, legal structure, size, and management strategies affect the way a lender conducts financial analysis
	Analyze income statements, balance sheets, and pro forma statements
	Calculate key financial ratios and use them to compare a company’s performance with that of the company’s industry
	Use advanced analytical techniques; sensitivity analysis, sustainable growth, working investment analysis, break-even analysis, and operating leverage
	Determine when a funds flow statement is required
	Construct and analyze long-run, multiple-year forecasts of income statements and balance sheets
	Construct and interpret a cash budget

Audience:  Commercial loan officers, credit analysts and trainees who have a basic knowledge of accounting principles and practices and a familiarity with the commercial lending process.

Audience:  Newly promoted or recently hired managers/officers, management trainees at any level, and specialists in non-banking specific functions, such as marketing, data processing, and human resources.
Synopsis:   This program will give you an orientation to the essential principles, concepts, and operations of banking and a firm grounding in the business of banking.

Audience:  Bank personnel who currently sell bank products to clients with a working knowledge of their institution’s products and services, basic sales techniques, and daytimer scheduling.
Synopsis:  Provides a systematic method for establishing a portfolio of new and existing clients. It will enable financial services personnel to evaluate a client’s current financial relationship and identify opportunities to sell additional products and services using need-based selling techniques

Synopsis:  This course takes you through a well-developed, consistently applied process approach to communication that is combined with integrated, hands-on application of current and emerging business technologies. Students learn a process for solving future communication problems, and how to use Internet and electronic media to deliver their message, resulting in a tangible communication strategy they can use throughout their careers.

Audience:  Bank personnel in branch and administrative office environments.
Synopsis:  Program is designed to promote professional behavior in the workplace. It covers the most current etiquette guidelines for day-to-day situations to help participants avoid make inappropriate etiquette decisions.

Synopsis:  This course is a comprehensive coverage of personal and business related math topics. Basic math skills are essential for survival in today’s business world. Learning day-to-day application of math concepts is necessary to become successful in the financial services industry. Topics to include: understand how many ratios, payments, interest, etc. are calculated; understand how gross and net pay are calculated; understand the different types of banking accounts and how business math applies to them; calculate loan payments and interest; understand the cost of credit; calculate mortgage payments, including insurance costs; calculate life insurance premiums; estimate technology costs; and understand employee recruitment expenses, including the cost of part-time vs. full-time employees.

Audience:  Bank personnel responsible for face-to-face small business customer calls.
Synopsis:  Focuses on preparing for and executing the perfect sales call. Participants discuss different call purposes, including Introductory, Profiling, Presentations, and Follow-up. Using an understanding of business types, life stages, and their local market, participants plan a sale and relationship-building strategy for conducting face-to-face calls.

Audience:  Employees who are responsible for coaching others. This could include managers, supervisors, team leaders, and mentors.
Synopsis:  Program teaches skills for recognizing a coaching opportunity and how to provide on-going performance feedback. Participants are encouraged to become involved with the performance growth of other employees to further develop and enhance coaching skills.

This course provides the knowledge and skills required to identify the credit needs of various types of small business customers and to sell a “total Banking” relationship. It also prepares participants to assess the customer’s credit worthiness by examining income statements and balance sheets. This course covers both the technical side of small business lending and the interpersonal skills required to e a successful loan officer.

Course objectives:

	Explains key elements of a loan interview and credit investigation
	Describes the cash-flow cycle of various business types
	Completes a basic income statement & balance sheet analysis
	Describes documentation & procedures required for perfection of collateral
	Identifies the common warning signs of problem loans

Audience:  CSRs and other branch personnel who have direct contact with business owners and managers. Entry-level commercial lenders and bank employees supporting the commercial loan operations.

Course objectives:

	Identify features and related benefits of consumer credit products
	Define basic terminology used when discussing consumer credit products
	Determine the maximum dollar amount of secured credit based on collateral value
	Match consumer credit products to customer needs
	Identify bank regulations that impact consumer credit
	Describe the credit application process and actions taken at each stage to assure bank compliance.

Audience:  Employees with little or no training in the area of lending who have face-to-face contact with customers and may discuss or sell consumer credit products for a bank or financial institution.
Synopsis:  This course teaches the participant basic terminology and how to explain the different features of consumer credit products. Participants learn to link credit product features with customer needs

This insider’s view of consumer lending offers essential information about the maze of regulations governing credit practices and reviews loan processing, cross selling, and collections

Course objectives:

	Identify components of the consumer installment credit market
	Describe various loan products
	Trace the lending process
	Apply credit math and loan pricing principles
	Recognize variables that affect loan structure
	Identify opportunities for cross-selling bank products

Audience:  Entry-level consumer credit personnel, and bank employees who need to understand consumer credit.

Course objectives:

	Describe characteristics of the small business market that make it desirable for lenders
	Describe how business cycles drive the need for credit
	Ask questions to determine a business’s life cycle and asset conversion cycle
	Identify features and benefits of small business credit products
	Match business credit products to customer needs
	Use techniques for communicating credit decisions
	Describe bank regulations related to small business lending.

Audience:  Bank personnel responsible for selling credit products to the small business customer and/or responsible for identifying sales opportunities and referring small business lending prospects to the appropriate bank contacts.
Synopsis:   This course gives participants the tools needed to recognize factors that drive the need for small business credit, use profiling questions to better understand individual customer needs, and match bank credit products to customer needs. Techniques will be discussed to aid in communicating credit decisions, including approval, counter-offer, and decline.

Audience:  Supervisors and managers who have responsibility for evaluating and documenting employee performance. Also, anyone with supervisory responsibilities within the bank, such as teller supervisors
Synopsis:  Program offers a pro-active approach to managing performance problems.

Course objectives:

	Describe characteristics of the small business market that make it desirable for lenders
	Describe how business cycles drive the need for credit
	Ask questions to determine a business’s life cycle and asset conversion cycle
	Identify typical borrowing causes and loan purposes
	Identify features and benefits of small business credit products
	Match business credit products to customer needs
	Use techniques for communicating credit decisions.
	Describe bank regulations related to small business lending.

Audience:  Bank personnel responsible for selling credit products to the small business customer and/or responsible for identifying sales opportunities and referring small business lending prospects to the appropriate bank contacts
Synopsis:  This course gives participants the tools needed to recognize factors that drive the need for small business credit, use profiling questions to better understand individual customer needs, and match bank credit products to customer needs. Techniques will be discussed to aid in communicating credit decisions, including approval, counter-offer, and decline.

Audience:  Anyone who has direct or indirect contact with customers.
Synopsis:  Discover why improving your service to consumers is a career investment. Learn how to provide service that meets the needs and expectations of every consumer. Course content includes: recognize the importance of customer service; understand the communication process; recognize the value of face-to-face interactions; describe how to effectively use the telephone to communicate; identify techniques for interacting with diverse customers; identify techniques for handling challenging situations; explain the role of technology in customer service; describe the importance of effectively working with internal customers.

Audience:  Bank personnel in a position to discuss deposit products and services with customers.
Synopsis:  Provides skills to cross-sell products and services, focuses on importance of cross selling, and steps in process of interpreting clues to customer needs. .

Audience:  Banking professionals at all levels
Synopsis:  Discuss and practice basic guidelines for interaction with each other. Introduces information about social styles and strategies for dealing with difficult co-workers and resulting conflicts

Course objectives:

	Explain the role of banks in helping small business customers
	Describe the features and benefits of business products and services
	Compare and contrast features and benefits of products and services available to small businesses
	Identify the life stages of a small business and the products and services each will need.

Audience:  Bank personnel new to the small business market who are responsible for servicing small business customers.
Synopsis:  This course provides participants with an understanding of general banking needs, and enables them to recognize potential non-credit needs. It discusses common deposit and non-credit products and needs by focusing on the benefits to the small business customer. Special emphasis is placed on connecting the needs of different bank products with the life cycle of the business.

Course objectives:

	Interpret the economic indicators published in the media
	Relate basic principles of economic theory to the business cycle and business organization
	Describe the causes of inflation, its effects, and ways it is measured
	Compare and contrast economic systems
	Relate the fundamental concepts of the supply and demand theory and Keynesian economics.

Audience:  Bank personnel who have not had a formal course in economics and who wish to increase their understanding of economics as it relates to banking.
Synopsis:  This course introduces the fundamental principles of economics. Special emphasis is placed on macroeconomics and topics of importance to you as a banker.

Audience:  Operations staff such as tellers, statement window, safe deposit and operations support personnel. Branch and operations personnel who initiate needs assessment, but who are not involved in making or closing the sale.
Synopsis:  Provides the skills to make confident and effective referrals

Audience:  Bank personnel at any level.
Synopsis:  Covers business ethics from a banker’s perspective, explores the importance of ethical behavior in banking from a personal and organizational perspective.

Audience:  Bankers whose responsibilities include attending, participating in, or hosting community-based group events
Synopsis:  This course provides participants with tips and techniques for hosting seminars, as well as how to optimize sales opportunities at other events such as association meetings and business fairs. The focus is on using group events as a marketing tool to promote sales.

Course objectives:

	Explain how banks make money from loans
	Describe the basic categories of consumer credit — open-end, closed-end, secured, and unsecured
	Define basic credit terminology
	Describe the five Cs of credit
	Describe the application process and actions required to assure bank compliance with regulations.

Audience:  Participants who currently sell or are otherwise involved in the consumer lending process.
Synopsis:  This course provides participants with basic knowledge about consumer credit. It covers terminology, basic categories of consumer credit, determining credit worthiness, the application process, and bank regulations.

Course objectives:

	Describe basic terminology regarding interest rates, fees, job functions, and how credit decisions are made
	Calculate LTV and determine if escrows are needed
	Explain credit scoring
	Identify mortgage lending regulations and how they apply to the mortgage lending process.

Audience:  Participants who currently sell mortgages, or who are involved in the mortgage lending process
Synopsis:  This course covers the basic terminology and regulations of mortgage lending and also provides information on the secondary market. The benefits to a financial institution derived from selling mortgage loans are explained

Audience:  Bank personnel who have had limited exposure to the small business market, but are responsible for servicing or selling to small business customers
Synopsis:  This seminar provides participants with the background required to interact successfully with small business customers. Core business terminology such as business legal structures, business types, operating cycles, and business life cycles will be defined and explored.

Audience:  Any supervisor or manager who participants in the selection and hiring of employees
Synopsis:  Program presents a behavioral approach for hiring the most qualified candidate for a job. Important supervisory tasks, such as job analysis, determination of selection criteria, and how to prepare for and conduct an effective interview are covered. The compliance issues associated with each component of the hiring process are highlighted

Synopsis:  Program focuses on methods for analyzing and improving work productivity. It helps participants explore productivity issues n their work area, introduces effective techniques for identifying opportunities for productivity improvement and methods for generating solutions to address productivity obstacles.

Course objectives:

	Define financial statement analysis and explain its importance in the small business lending process
	List the basic steps of financial statement analysis and the purpose of each
	Analyze an income statement and balance sheet
	Calculate and interpret key ratios
	Perform a simple cash flow analysis

Audience:  Bank personnel responsible for reviewing financial statements for the purpose of assisting in lending decisions, monitoring the ongoing health of the business, or conducting the initial financial analysis
Synopsis:  The course covers analyzing the income statement and balance sheet, determining key financial ratios and trends, and performing basic cash flow analysis. Participants learn how this information is interrelated and used in making the credit decision.

Course objectives:

	Know why mortgage lending has become important for financial services companies
	Understand the legal aspects of mortgage lending and how lenders should document mortgage loans
	How a lender determines if a mortgage loan application should be approved
	Understand the advantages and disadvantages of residential real estate as an investment.

Audience:  Financial services professionals who want a broad over- view of mortgage lending, including those who intend to pursue a career in mortgage lending (business development, underwriting, processing), and those individuals who recently joined a mortgage-lending department
Synopsis:  The course covers construction and permanent financing for residential property; real estate law; documentation; mortgage loan servicing; the secondary mortgage market; the role of government in mortgage lending, and residential real estate as an investment. The discussion of underwriting, processing, and servicing will give participants a framework for learning the mortgage lending business and refining their existing knowledge. In addition, the coverage of laws and regulations affecting mortgage lending provides an understanding of mortgage lending’s history and a glimpse into its future.

Course objectives:

	Describe what customers expect from their bank
	State key differences between product-focused selling and needs-focused selling
	Identify the six steps of the relationship selling process
	Use sales skills and techniques to move successfully through the sales process
	Sell against the competition.

Audience:  All branch personnel involved with in-branch sales.
Synopsis:  This course introduces the relationship selling process, and the skills and techniques that support a customer, needs-focused sales approach

This course is an introduction to laws pertaining to secured transactions, letters of credit, and the bank collection process.

Course objectives:

	Explain the concept of negotiability
	Analyze the concept of holder-in-due course status
	Describe the nature of primary and secondary contractual liability on an instrument
	Discuss the legal issues related to bank collections and check losses
	Define and explain the nature of a letter of credit
	Identify the issues related to secured transactions

Audience:  Entry- and officer-level bankers.

A banker’s guide to law and legal issues, with special emphasis on the Uniform Commercial Code

Course objectives:

	Identify the sources and applications of banking law
	Distinguish between torts and crimes and how they relate to banking situations
	Explain contracts, including the need for legal capacity, legal objective, mutual assent, and consideration
	Describe real and personal properties and their application to banking
	Discuss how bankruptcy affects banks and differentiate between the liquidation and rehabilitation goals of the Bankruptcy Code
	Identify the legal implications of consumer lending

Audience:  Entry-level and officer-level personnel who need an overview of the legal aspects of banking.

Synopsis:  This course presents management theory and applications in an engaging narrative style not commonly found in textbooks. The author’s unique organization and features focus on the critical theories and enhance them with detailed examples that draw the reader into the reading and clearly show their implications for managers and organizations. The text’s unique organization focuses on how managers “make things happen” in modern organizations, exploring the role and impact of management on individuals and organizations.

Course objectives:

	Name and describe the three stages of change
	Identify reaction to change through the various stages
	Identify appropriate and inappropriate actions to take when managing change
	Develop a personal action plan on a real-world change situation
	Use a four-step process for communicating and getting commitment from others during change

Audience:  Any employee who is participating in or leading a group in a changing environment
Synopsis:  This course helps participants understand the change process and their reactions to change and includes tools to help them and others manage change.

Course objectives:

	Identify current and future workforce trends that impact employee relations
	Describe the influence of positive employee relations on workplace productivity
	Describe the supervisor’s role in establishing and maintaining sound employee relations in an organization
	List the elements of a formal problem resolution process.

Audience:  Any manager or team leader with one or more reporting relationships
Synopsis:  This course focuses on four major strategies for managing employee relations: compliance with law, managing diversity, handling work and personal issues, and fostering open communication among staff members.

Provides the understanding and skills necessary to effectively manage time on the job, focuses on how to organize, prioritize and manage workflow. Audience:  All bank personnel.

Course objectives:

	Recognize consumer motivation and buying behavior
	Integrate public relations, advertising, sales promotion, selling, and service distribution functions in your bank’s overall marketing plan
	Conduct situation analysis and formulate a master marketing strategy
	Monitor and evaluate performance.

Audience:  All bank personnel responsible for conceiving or carrying out any phase of a bank’s marketing efforts, including bank personnel in customer-contact and operations positions, management trainees, and persons entering banking at the mid-management level.
Synopsis:   This course examines what motivates customers to purchase financial services and demonstrates how to develop a successful marketing plan.

Course objectives:

	Plan effective meetings with and among groups at the bank
	Discover how to calculate the average annual cost of meetings in your organization
	Identify appropriate reasons to hold a meeting
	Evaluate the productivity of meetings
	Build leadership and participation skills
	Apply proven principles for leading effective meetings.

Audience:  Managers, supervisors and other employees who participate in meetings
Synopsis:  This course shows you how to effectively lead meetings and use them as opportunities to communicate, solve problems, and make decisions. You will observe a scripted meeting and develop skills in a role-playing session.

As a banker, your stock in trade is money. This course presents a fundamental treatment of how money functions in the US and world economies. Topics include the concept of money supply and the role your bank plays as a money creator and participant in the nation’s payment mechanism. Money and Banking also explains how the various types of financial institutions operate, the functions and powers of the Federal Reserve, and more.
Recommended prerequisite: Economics for Bankers

Course objectives:

	Describe how commercial banks “create money”
	Identify the tools of monetary and fiscal policy
	Summarize and better interpret major trends and issues in banking
	Relate bank operations to the US payments mechanism
	Compare and contrast various types of financial institutions

Audience:  Bank personnel who have not had a formal course in money and banking and who wish to increase their understanding of the banking industry; officer trainees through mid-management level bankers.

Course objectives:

	Describe types of financial statements and explain their purposes
	Explain categories of information contained in a balance sheet and income statement, and the relationships among them
	Identify key tax return forms used by small businesses
	Describe the significance of business cash flow cycles and the purpose of a cash flow statement.

Audience:  Bank personnel who are involved in any aspect of the small business lending process but who have little experience with financial statements
Synopsis:  This course provides an overview of small business financial statements, including IRS tax returns. It introduces the income statement and balance sheet, as well as the cash flow cycle and statement, and explains how they are used in making lending decisions and monitoring the health of a small business.

Audience:  Any supervisor or manager who has responsibility for directing, documenting and evaluating employee performance.
Synopsis:  Program provides participants with a proactive approach to performance management. By focusing on setting clear expectations, specific performance feedback and objective performance evaluation, this course will help many common performance problems.

Audience:  Bank personnel who are in a position to obtain tax return s from customers for lending analysis. Yet have little or no training in tax analysis
Synopsis:  Provides participants with the ability to extract key information from 1040 Federal Tax Returns to determine projected income. Participants will learn how to explain to customers why the loan was declined due to insufficient projected income and how different schedules were analyzed

Program covers the basics of planning an organized, audience-focused oral presentation. Participants will have the opportunity to design and deliver a presentation during the workshop and receive feedback from their peers. Participant will be able to: write a purpose statement for their topic, write an opening statement that catches the audience’s attention, identify the components of a presentation that gain attention and keep interest, describe effective uses of visual aids, define and demonstrate open and closed questions, develop a closing statement that call the audience to action, list methods for dealing with disruptive audience members, and demonstrate appropriate body language, upon completion of the course.

Audience:  Any bank employee, who makes stand-up, verbal presentations to schools, community groups, business prospects, staff, senior management.

Touches on nearly every aspect of banking from the fundamentals of negotiable instruments to contemporary issues and developments within the industry.

Course objectives:

	Explain the importance of full-service commercial banking as it affects the economy, the community, business, and the individual
	Describe the three major functions of commercial banks and their interrelationship
	List the various products and services banks offer governments, businesses, individuals, and correspondents
	Contrast between demand and time deposits
	Illustrate the various types of bank loans and investments
	Explain the concepts of liquidity, safety, and income
	Identify various banking regulations and regulatory agencies

Audience:  Personnel at any level new to banking.

Course objectives:

	Describe the features and benefits of conventional fixed and adjustable rate, FHA, and VA loans
	Identify the client profile who generally benefits from the mortgage type
	Use key questions to help clients determine beneficial mortgage financing options
	Effectively refer mortgage loan application clients to the appropriate person
	Identify mortgage lending regulations and the situations to which they apply during the mortgage lending process.

Audience:  Bank personnel who are currently selling or will begin selling mortgage loans
Synopsis:  This course provides participants with the knowledge to profile a prospective client and recommend the mortgage product that would best fit his or her individual needs. Conventional, FHA, and VA loan products are presented

Course objectives:

	Describe how insurance products and services address customers’ financial needs
	Describe the common types and features of insurance products
	Describe the role of licensed insurance sellers in the bank
	Explain the benefits of insurance products
	Make effective referrals to bank-designated, licensed insurance sellers.

Audience:  Any employee who has the opportunity to refer customers to designated, licensed insurance sellers in a bank.
Synopsis:  This course introduces the retail-banking employee to the insurance products available in banking institutions. Participants learn about the many types of insurance products available, their basic features, and how they meet customers’ financial needs. By learning to identify referral opportunities in typical customer contact situations, participants apply their understanding of customer needs to make skillful referrals to a licensed insurance sales representative within their organization.

Synopsis:  Mastering real estate appraisal has never been easier. Both simple and complex subjects are covered in terms that are easy to understand and accurate. This book references and explains the Uniform Standards of Professional Appraisal Practice, introducing all of the appraisal related topics listed in educational requirements for universal state licensing and certification.

Synopsis:  This course brings to life the color and law of real estate in day-to-day settings. In addition to the lively case selection, it also has a clear set of rules that will enable you to recognize, solve, and prevent legal issues. As a result of this course, students will be able to: understand partial ownership AND co ownership of real property, and lending issues related to these topics; discuss real estate residential and commercial leases; understand mechanic's liens (strikethrough: methods of real property conveyance); discuss constitutional issues, specifically eminent domain powers; and understand environmental issues in real property, focusing on Comprehensive Environmental Response, Compensation and Liability Act (CERCLA).

Course objectives:

	Explain how offering securities products can benefit both retail banks and their customers
	Describe the risks associated with securities products
	Identify customer characteristics that may indicate the need or desire for securities products
	Make effective referrals to bank-designated, licensed securities specialists.

Audience:  Retail bank personnel who manage customer relationships and/or who are in a position to identify referral opportunities, e.g. personal bankers and new accounts staff. Participants are not licensed to sell securities, and in fact may have little or no previous knowledge of securities products.
Synopsis:   This course provides an overview of mutual funds and securities that are available through many retail banks today. It covers why banks offer securities products, the risks associated with them, and their basic features.

Course objectives:

	Describe the basic elements of a trust
	Describe basic trust products and terminology
	Identify five key reasons clients need/want a trust
	Define a typical client’s needs and objectives
	Identify prospects and provide a client-benefit-focused referral for trust services.

Audience:  Bank personnel who initiate referrals of trust services but are not involved in making or closing the sale, such as new accounts, tellers, statement window, safe deposit, and operations support staff.
Synopsis:  This course provides participants with the skills and product knowledge needed to identify and refer individual trust prospects. It explores the basic elements of a trust; trust terminology, and common trust products.

Course objectives:

	Identify the six steps of the relationship selling process
	Interview small business customers by using open-and closed-ended questions to identify needs and creditworthiness
	Use the customer profile sheet to record and organize information obtained during the interview process
	Apply techniques to respond to customer objections.

Audience:  Bank personnel who are new to the small business market and are responsible for selling bank products and services to small business customers.
Synopsis:   This course walks participants through a complete sales cycle focusing on the unique needs of the small business customer. Participants apply the operating cycle and life stages to evaluate needs and present solutions.

Course objectives:

	Define the benefits associated with retirement planning for the small business owner
	Define various retirement products applicable to small business owners and employees
	Compare the features and benefits of the various retirement products
	Match the applicable features and benefits of the retirement plans to the appropriate small business owners
	Complete a referral outline using a benefit-focused strategy.

Audience:  Bank personnel who manage small business relationships and have responsibilities for referring and/or selling retirement services and products
Synopsis:  This course introduces and defines retirement products and services appropriate for small businesses including IRAs, Keoghs, SEP IRAs and Employee Benefit Trusts. Participants receive tools for on-the-job use in making benefit-focused retirement product referrals.

Audience:  All levels of employees.
Synopsis:  Program uses variety of exercises and group activities to define basic customer service skills and examines how the use of those skills adds to the personal and professional productivity levels of the participants.

This program will present techniques for using non-monetary and small dollar value awards to recognize, reward and motivate employees toward continued land improved performance.

Course objectives:

	Diagnose motivational problems
	discuss various incentives for improved performance
	brainstorm reasons for and way to recognize employees for outstanding performance
	discuss appropriate methods of delivering recognition
	the outcome of ineffective recognition plans

Audience:  Any manager responsible for motivating staff regardless of their reporting relationships. This could include managers, supervisors, team leaders and mentors.

Program prepares the sales coach to provide ongoing coaching motivation to support sales team.

Audience:  Any person responsible for leading a bank sales team or sales campaign
Synopsis:  Prepares the sales coach to provide ongoing coaching motivation to support the sales team.

This course challenges financial institution employees to see them selves as sales professionals. It provides the tools needed to achieve the level of sales professionalism required by financial institutions today. Upon completion of this course, participants will be able to: overcome hesitations about selling and benefit from a professional approach to sales; recognize how your sales efforts benefit your institution, your customer and you; adjust your selling techniques to comply with the unique challenges of financial selling; identify customers' financial needs quickly and efficiently in a variety of customer situations; structure your sales presentation as a dialog with the customer, rather than 'pitching' the product; use the techniques of listening, questioning and communicating nonverbally to improve results in sales situations; customize product presentations for specific customers and their problems or needs; present products in terms if benefits as well as features in order to gain customer commitment; gauge customer interest in the product enabling you to ask for the sale at the right time; respond effectively to common objections to financial products and services; use proven strategies for efficiently closing the sale; create a positive customer encounter, regardless of the outcome; analyze demographics to help understand customers' life-styles and their financial wants and needs; shop the competition to improve sales results; implement telemarketing strategies to improve sales results; and use goal setting and the power of positive thinking to improve sales success.

Audience:  Anyone who works at a financial institution and has customer contact including tellers, personal bankers and loan officers.

Course objectives:

	Explain the importance of following up after a sale has been made
	Identify routine functions that turn into opportunities to service and grow small business relationships
	Implement a strategy to conduct routine follow-up on small business customer relationships.

Audience:  Bank personnel responsible for managing and growing a portfolio of small business customers
Synopsis:  This course addresses activities involving small business customers to effectively protect bank assets and expand the small business customer relationship. Activities include monitoring financials and information, and conducting site visits on the four business types: Manufacturing, Wholesaler, Retailer, and Service.

Course objectives:
This introductory course will help financial institution employees develop verbal conversation skills in Spanish and show you the appropriate idiomatic constructions.  After successfully completing this course, you will be familiar with:  the Spanish alphabet; pronunciation; vocabulary; everyday expressions; and basic banking terminology.

Audience:  personnel who would benefit from learning basic banking terminology and everyday Spanish expressions.

Course objectives:

	Locate and utilize demographic information to match bank products to your available customer base
	Prepare bank personnel for a successful sales campaign
	Create and maintain enthusiasm for your sales campaign
	Identify applicable regulations for advertising the campaign
	Develop a sales campaign that gets the attention of your customers
	Use creative methods to track the progress of the campaign
	Evaluate and celebrate the results of the campaign after it has ended.

Audience:  Anyone who manages, leads, or is involved in a branch sales campaign to enhance the sales of a bank product.
Synopsis:  This course helps participants plan and execute a successful sales campaign focused on one product or a small group of products.

Program helps new and potential supervisors to become better managers by emphasizing broad perspectives and by combining fresh insights with the interpersonal relations required of today’s successful managers.

Course objectives:

	Identify the characteristics of effective management
	Set objectives, make decisions, and manage time
	Explain benefits of training & development
	Develop effective communication and interpersonal skills
	Work effectively with groups and teams
	Interview, select, appraise, and compensate employees
	Respond to grievances, conduct disciplinary actions, and handle conflicts
	Explain how communications technology, such as the Internet and e-mail affect the supervisor’s job today
	Meet today’s challenges of diversity, safety, and health, ethics, quality management, and organizational change

Audience:  Both practicing and aspiring bank supervisors who have little formal knowledge of supervision

Course objectives:

	List three business reasons for using tele-consulting
	Set realistic tele-consulting performance goals
	Identify sales and service potential for existing clients
	List internal and external contact information sources
	Establish rapport and gain customer interest
	Conduct an effective tele-consulting interview and make effective presentations
	Use scripts to handle objections appropriately
	Close a tele-consulting contact effectively.

Audience:  Banking professionals who make outbound telephone service and sales contact with an assigned client portfolio
Synopsis:  This course helps participants understand the unique challenges of telephone sales and learn specific techniques to overcome common obstacles to success.

This program covers fundamental skills and techniques for using the telephone effectively on the job. It spotlights the importance of the telephone as a business tool and provides practical tips and techniques for its effective use.

Audience:  Branch and administrative office staff who answer calls or who make calls to customers and other bank staff.

Program focuses on the skills new tellers need in today’s banking industry. This course reflects the changing responsibility of today’s teller and includes the most recent compliance information. Describes the basic functions of the banking industry, defines the teller’s responsibilities, explains and performs a variety of daily transaction procedures, summarizes the features and benefits of four basic banking products and demonstrates quality customer service.

Course objectives:

	Explain the role of the trust department in a bank
	Describe the trust services that corporate and consumer customers receive
	Identify assets and ownership related to trust services
	Explain the Prudent Investor Rule and how it relates to investment risk, policy, and responsibility
	Define what a personal trust is, reasons for having one, and the characteristics of a good trustee.

Audience:  Non-trust bank personnel and those who have recently come into the trust department in support positions, entry-level personal, employee benefit, and corporate trust officers.
Synopsis:  This course provides you with an overview of the trust department, including how it fits into the bank’s overall operations, the services it provides, and generally how those services are delivered.

Course objectives:

	Trace the historical development of banks and the trust business; analyze assets and forms of property ownership; and describe the organization of a trust institution
	Analyze future-fee and active-fee personal trust and agency business
	Compare investment vehicles; identify how securities are classified
	Describe how securities are traded, settled, and delivered
	Explain how an account is established, describe departmental record keeping
	Define and identify internal and external controls employed by trust institutions
	Contrast asset and liability transactions
	Describe cash management; identify cash transactions in the trust accounts; describe how collective fund accounting is accomplished
	Describe the various reports provided to customers.

Audience:  Entry-level trust personnel (personal, corporate, and employee benefits), both officer and non-officer level
Synopsis:  Trust Operations provides an overview of a trust institution’s operations, the products and services associated with the operations of a trust institution, and how trust operations professionals can help their associates and customers both potential and existing. Presentations provide the definitive concepts and direction to help participants make decisions relative to reporting systems, provide accounting tactics, and best report to the regulatory agencies.

Course objectives:

	Explain the importance of selling financial products and services
	State the characteristics and qualifications of a successful financial services salesperson
	Build a balance sheet in order to determine a customer’s net worth
	Use communication skills to sell financial services
	Help customers set short-term, mid-range, and long-term financial goals.

Audience:  Staff who sell or refer products and services.
Synopsis:  This course enables participants to help their customers plan for financial growth. It covers how to analyze a customer’s financial needs, to ask questions that elicit information about a customer’s financial situation, and how to match products and services to a customer’s financial situation at various life stages.

Audience:  Anyone who writes business correspondence such as letters to customers, memos, faxes or email messages.
Synopsis:  Prepares participants to write effective business correspondence. Introduces four-step writing process of planning, drafting, revising and polishing memos and letters.