Serving Credit Union Members course (online)

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A1030

May. 31, 2013 

Providing credit union members with high-quality, professional service has never been more important than it is today. As an employee on the front line, you represent the credit union. Members need to be able to trust you—with their money and with their classified information. In this module, you will discover how you can support your credit union’s professional image by providing professional and efficient member service. You will learn how to handle member’s financial business tactfully and confidentially, and you will recognize the role technology can play in your efforts. Additionally, you will learn techniques for relating to a diverse membership. Finally, you will learn how to better manage the stress and conflicts that sometimes occur on the front line.

This is a CUNA CU Advance course through CUNA CPDOnline and contains individual courses for $35 each.

Course participants will have an option of taking a pre-assessment to determine which courses are needed for his or her skill level. A comprehensive exam for all 6 courses can be purchased for $24.50 through CUNA CPDOnline.

Estimated length of course: Each individual course is 20-30 minutes.

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A1030

May. 31, 2013 

A comprehensive exam for all 6 courses can be purchased for $24.50 through CUNA CPDOnline.

Supporting Your Credit Unions Professional Image

  • Recognize how your appearance, behavior and communication skills work together to create a professional image
  • Demonstrate how proper use of body language, listening, and verbal and written skills supports your credit union’s professional image
  • Describe how a neat work area projects a professional image
  • Recognize techniques for prioritizing and planning tasks while managing interruptions and accommodating requests
  • Identify characteristics of good working relationships among team members and managers

Professional Service Basics

  • Recall the six basic characteristics of professional performance
  • Identify nine habits that lead to accurate, efficient member service
  • Recall five recommendations that will build your knowledge of your credit unions products and services
  • Recognize the importance of discretion and confidentiality in your work

Handling Members Financial Business

  • Recognize the importance of establishing rapport and identify five cues that help build trust
  • Apply information-gathering techniques using different types of questions
  • Identify the proper sequence for handling transactions
  • Recognize the aspects of handling members financial business that require compliance with credit union policies, regulations, and laws
  • List four techniques for maintaining member relationships

Using Technology to Provide Member Service

  • Recognize the role technology plays in providing good member service
  • Recall elements of a professional telephone manner
  • Recognize how to use computer applications effectively to serve members
  • Identify self-service options available to your credit union's members and their benefits
  • Describe how to match your "technology style" to the member you are serving

Relating to Diverse Members

  • Express how a diverse membership makes a credit union strong
  • Identify the typical financial characteristics and needs of younger members
  • Identify the typical financial needs of older members and the challenges they face
  • Identify the typical financial needs of members of non-dominant ethnic groups
  • Recognize ways you can help members with disabilities feel welcome

Resolving Conflicts

  • Identify three sources of conflict and why it's important to resolve them
  • Describe five conflict management styles
  • Apply the five steps that should occur in any service encounter to conflict resolution
  • Recall six techniques for handling your own feelings of stress and conflict
  • Recognize three behaviors that help your work group handle stress and resolve conflicts
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A1030

May. 31, 2013 

Recognition

Recognition opportunities are offered at various training milestones with CUNA designations and certificates.

College Credit

Select courses are recommended for college credit for students who pass proctored, college-level exams and carry college credit recommendations.

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A1030

May. 31, 2013 

CUNA courses are a simple, affordable way to provide current, real-world training to your credit union. Courses are available in print and/or online through CUNA CPDOnline. With hundreds of courses to choose from, you're sure to find learning materials to fit your credit union's needs. See a full course list.

100% Guarantee

CUNA is committed to providing a quality learning experience. If for some reason you are not fully satisfied, contact us and we'll provide you a full tuition refund or credit.

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