Course Descriptions

ABA Online Review Course for the CRCM Exam

At the end of the course, participants should be familiar with all of the federal laws and regulations in the following areas:
Credit and Deposits, safety and soundness, information reporting, corporate responsibility, securities, insurance and other financial services, bank operations, setting up a compliance program.

Audience: This course is designed for Compliance Professionals and specifically for those preparing for the Certified Regulatory Compliance Manager (CRCM) Exam. It is also useful for line managers with compliance responsibilities.

Accounting Basics (General)

Accounting Basics provides a complete foundation in basic accounting procedures for you if you have minimal or no college accounting or business background, or if you need a refresher course or to prepare for further accounting study.


Financial Accounting (Recommended prerequisite: Accounting Basics)

Financial Accounting teaches students the information needed to create financial statements, including trial balances, t-accounts, balance sheets, and various other accounts and their respective functions. Emphasis is placed on the conceptual framework involved in the classification and summarization of financial data. Valuation of assets and liabilities and recognition of revenue and expenses under the accrual basis are emphasized. Please note: Students should expect 6-8 hours of homework each week.

Audience: Students who require a fundamental knowledge of accounting


Agricultural Lending

This course will focus on how the major agricultural trends are impacting marketing and credit decisions, and how the competitive structure is changing. The differential credit analysis techniques will be introduced through short case studies; included will be the worksheets used for small and large commercial agricultural loans, ratio benchmarks for agricultural loans, common denominators of problem loans, and risk- rating systems for both small and large agricultural loans.

Audience: Lenders who will be beginning or are in their first few years of agricultural lending, credit analysts and loan review personnel, loan documentation personnel, and any age-bank personnel who need an understanding of the agricultural lending function.


Alternative Delivery Systems

This workshop explores why banks are increasingly offering alternative delivery systems to their customers, and what features and benefits have the most appeal. In addition, they will learn about the advantages and disadvantages of each delivery system, as well as profitability and marketing issues. At the conclusion of the program participants will be able to: Explain why banks offer alternative delivery systems, including: Supermarket banking, ATM’s and kiosks, Debit cards, Telephone banking, and PC and internet banking; State the advantages and challenges to the bank of offering alternative delivery systems; Describe the advantages of alternative delivery systems to customers; Demonstrate how to effectively overcome customer objections to alternative delivery systems; Explain marketing issues related to alternative delivery systems; and Identify alternative delivery systems offered by the participant’s own bank.

Audience: Any banking professional who needs to understand how technology and other factors are changing the way banks service their customers, such as customer service personnel and entry-level marketing staff


Analyzing Bank Performance

Analyzing Bank Performance provides participants with all of the tools needed to analyze their bank’s financial performance. During this class, participants will analyze their own bank’s performance.

Audience: Junior-level bank officers up through CEOs who need the analytical tools to analyze bank performance. As part of the class, participants analyze the performance of their own bank.

Analyzing Financial Statements (Prerequisite: Accounting I)

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. After successfully completing this course, you will be able to: 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; and construct and interpret a cash budget.

Audience: Designed for 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.


Asset Liability Management I

Increased profitability correlates directly to a financial institution’s management of its assets and liabilities. Users will learn how to establish financial goals, determine fundamental trade-offs between risks and returns, understand the link between GAP and net interest margin, determine conditions that affect market value of stockholders’ equity, factors that make assets and liabilities price sensitive, and managing capital and liquidity risk. A great employee development for current and future bank management. The following topics will be covered in this online course: Overview of Asset Liability Management; GAP and Sensitivity Analysis; Duration Analysis; Managing Capital Risk; and Managing Liquidity Risk.

Audience: All personnel involved in the funds management process. Any bank personnel involved in lending or deposit gathering, whether or not they are involved in the asset liability management decision process. Many of these types of participants have walked away with a greater understanding of how other areas of the bank impact product pricing and structure.


Asset Liability Management II

Think you have a good handle on the basics of asset liability management or you’re ready to take the next step? Learn the income-based and wealth-based approach to asset/liability management, GAP management of interest rate risk, how to conduct a static GAP analysis, calculating asset/liability valuation and market risk, regulation of interest rate risk using the Federal Reserve System’s IRR model, and explore hedging with derivative securities. Below is a list of topics that will be covered in this online course: Asset Liability Management; GAP Management of Interest Rate Risk; Asset/Liability Valuation and Market Risk; Regulation and Interest Rate Risk Management; and Hedging with Derivative Securities.

Audience: Those individuals identified in the Asset Liability Management I course that are ready for the next step and more technical information. Experienced funds management professionals.


Bank Financial Analysis

This course builds your knowledge of proper analytical techniques for evaluating the financial condition of a financial institution. Subjects include an in-depth look into the Uniform Bank Financial Report, operating ratio analysis, capital components, return on assets, establishing net interest margin, rate sensitivity, asset and liability liquidity sources, and many more financial components utilized in conducting a bank financial analysis. The course even includes a case study to test your knowledge of proper analytical techniques.

Banking Today

This course gives you an orientation to the essential principles, concepts, and operations of banking.

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 personnel.


Building and Retaining Customer Relationships

This seminar is designed for financial service representatives whose current responsibility is to offer bank products and services to customers. After completing this course, participants will be able to: describe the benefits of building and retaining customer relationships; establish portfolio criteria that support their institution’s business goals; select customers for a sales portfolio; organize customer portfolios to support and track portfolio activity; prepare for an initial contact with portfolio customers; and prepare an action plan for establishing a customer portfolio.

Audience: This course is most appropriate for banking professionals who currently sell bank products to customers. Participants attending this class should have a working knowledge of their institution’s products and services, basic sales techniques, daily planner scheduling and tele-consulting skills or have attended Tele-consulting.


Building Trust Expertise – Investment Management

This program provides an overview of the investment management issues that affect personal trusts. It covers investment types; stock and bond selection/analysis; investment portfolio management; and economical and legal influences on investments.

Building Trust Expertise – Taxation and Estate Planning

Provides an introduction to basic fiduciary income tax, transfer taxes, and estate planning concepts. Covers tax basics including terminology, calculation of distributable net income, income tax calculation, tax implications of grantor and charitable trusts, transfer taxes including gift, estate, and generations-skipping taxes, and how to minimize these taxes through estate planning including use of marital deduction and lifetime gifts.

Audience: New trust administrators, trust associates, private bankers, trust tax professionals, trust compliance officers, business development officers, and trust operations officers who either refer business or who work in the trust department.


Building Trust Expertise – Trust Administration

Provides an overview of the administration of personal trusts. Covers common trust terminology and concepts, the different types of personal trusts, how clients benefit from trust, account acceptance, termination, and discretionary distributions.

Audience: New trust administrators, trust associates, private bankers, trust tax professionals, trust compliance officers, business development officers, and trust operations officer who either refer business or who work in the trust department.


Business Communications

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.

Business Etiquette

This seminar is designed to promote professional behavior in the workplace. Professional behavior decisions can be confusing and the consequences for making an inappropriate decision can have lasting professional and personal consequences. Business Etiquette covers the most current etiquette guidelines for day to day situations to help participants avoid making inappropriate etiquette decisions. Participants are given guidelines for making the appropriate choices in areas such as personal appearance, making introductions and shaking hands. A variety of everyday etiquette issues are addressed such as: what to do if you forget someone’s name; food in the work area; impact of certain behaviors in a close environment such as cubicle workspace; and general guidelines for interpreting dress codes.

Audience: Bank personnel in the branch and administrative office environments.


Business Math Review

Participants will learn shortcuts for standard calculating processes as well as use percents, decimals, fractions, whole numbers and solve equations. They will complete deposit slips, checks, check registers and bank reconciliation, as well as calculate interest and maturity value, determine and investment’s present and future value and identify tax withholdings and other paycheck deductions.

Audience: Anyone who wants to improve the speed and accuracy of financial calculations, including lending & branch personnel and accounting & financial employees.


Calling on Small Business Customers

This course focuses on preparing for and executing the perfect sales call. Participants discuss different call purposes, including Introductory, Profiling, Presentation, 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: Bank personnel responsible for face-to-face small business customer calls.


Check Fraud

Participants will learn major types of checks and their characteristics, check acceptability and authenticity, as well as learn typical check fraud schemes and warning signs, check security features and prevention methods for check fraud.

Audience: Customer service representatives, personal bankers, account personnel, supervisors, managers and tellers.


Coaching for Success

This program teaches skills for recognizing a coaching opportunity and how to provide ongoing performance feedback. Participants are encouraged to become involved with the performance growth of other employees to further develop and enhance coaching skills.

Audience: Employees who are responsible for coaching others, which could include managers, supervisors, team leaders, and mentors.

Commercial Lending

This course will give you the knowledge and skills to be an effective commercial lender. It covers both the technical side of lending and the important human relations skills all successful lenders must have. After successfully completing this course, you will be able to: explain why good human relations skills are critically important to the successful lending officer in many stages of the commercial lending process; identify the functions of the loan interview and credit investigation; describe how the borrower’s financing needs and business type can affect the structuring of a loan; list important elements of loan documents and describe their functions; and name some warning signs of problem loans and identify ways that you can prevent problem loans

Audience: Designed for entry-level commercial lending officers, officer trainees, or personnel supporting commercial lending officers.

Commercial Lending Accelerated

The art of commercial lending is an ever-evolving process. As the economy goes through different cycles, the underwriting of commercial lending also revolves. However, the core concepts of assessing commercial lending credit risk remain the same. This course will focus on assessing portfolio risk, analysis of financial statements, key ratios and cash flow. The emphasis will be on practical tools to properly assess commercial lending credit risk.

Audience: Lenders who will be beginning or are in their first few years of commercial lending, credit analysis and loan review personnel, loan documentation personnel, and any bank personnel who need an understanding of the commercial lending function.


Commercial Loan Documentation 1

This workshop is designed to provide an overview of commercial loan documentation and explain legal concepts fundamental to the documentation process including legal entities, mortgage law, and secured transactions. Upon completion, students will understand the required documents for commercial transactions, the importance of those legal documents and the legal ramifications of inadequate documentation.


Commercial Loan Documentation 2

This workshop explores in greater depth types of credit commitments and how the loan documentation can be tailored to properly address the understanding with the borrower and the principles risks of the credit.




Concepts of Interest Rate Risk

This course was developed and taught by Olson Research Associates specifically for CSBS. Olson Research is the leading provider of asset/liability management reports for commercial banks. They provide the service called A/L BENCHMARKS®, which gives bankers the detailed analysis they need to effectively manage their bank for greater profitability. The course includes the evolution, valuation, and accounting for financial instruments. In addition, the subject matter includes recent developments in financial measurement, financial strategies, and regulatory requirements for financial risk management.

Audience: Designed for entry-level commercial lending officers, officer trainees, or personnel supporting commercial lending officers.


Consumer Credit Products

This workshop will provide participants with the skills to identify the features of consumer credit products. The course will also provide a link between these features and how they meet the needs of different customers. At the conclusion of the workshop, participants will have completed a Product Matrix Job Aid. At the conclusion of the program participants will be able to: define basic terminology used when discussing consumer credit products; identify features and related benefits of consumer credit products; for secured credit, determine the maximum dollar amount available based on collateral value; match consumer credit products to customer needs; identify bank regulations that impact consumer credit; and identify appropriate products to cross-sell.

Audience: Designed for bank personnel who will be discussing or selling consumer credit products.


Consumer Lending

In this comprehensive overview of the consumer lending business, participants learn the essentials about closed-end loans, indirect loans and related credit products, and open-end credit products. They also trace the consumer lending process from developing and taking loan applications to collection and recovery. After successfully completing this course, you will be able to: describe key laws or regulations affecting consumer lending; list characteristics, benefits, and disadvantages of direct lending, indirect lending, and open-end credit products; explain how effective marketing can increase loan outstanding and application volume; describe consumer loan information sources and the credit verification process; explain how the five C’s of credit are used in credit evaluation and decision making.

Audience: Designed for entry-level consumer lenders, consumer credit personnel, and bank employees who need to understand consumer credit.


Consumer Lending Accelerated

Today’s consumer lending marketplace is extremely competitive. The best way to stay ahead is with a well-trained staff that makes a difference. The Consumer Lending course is a valuable tool that assists your staff in analyzing the consumer market by exploring market characteristics, market factors and developing a marketing strategy. Users will also learn effective loan pricing principles and formulas, plus a hands-on walk-through of the consumer lending process. This is a great course for any employee in the consumer or retail function of the financial institution.

Corrective Action

This seminar will provide participants with a proactive approach to managing employees who demonstrate performance or behavior problems. At the conclusion of the program, participants will be able to: understand the need to take corrective action; describe the performance or behavior gap, clearly and specifically; document performance discrepancies and take appropriate corrective action; prepare for a performance discussion with an employee; and conduct a corrective counseling discussion with the employee.

Audience: Any supervisor or manager who has responsibility for evaluating and documenting employee performance.


Credit products for Small Businesses

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: 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.


Cross-Selling Deposit Products

This course provides the skills needed to cross-sell retail bank deposit products and services. The course explores the importance of cross-selling and focuses on steps in the cross-selling process – interpreting clues to customers needs, cross-selling solutions to match needs, responding to objections, and closing the sale or referring the customer to a specialist. Features and benefits of deposit products are compared to match solutions to customer needs. Participants receive tools for on-the-job use.

Audience: Designed for bank personnel in a position to discuss deposit products and services with customers.


Customer Service Excellence

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: Anyone who has direct or indirect contact with consumers.

Dealing Effectively with Co-Workers

This workshop is focused on behavior between co-workers. Participants will discuss and practice a set of basic guidelines for interaction with each other. This workshop will also introduce information about social styles and how the different social styles impact communication between co-workers and colleagues. Diversity is presented as a theme throughout the workshop. Strategies for dealing with difficult co-workers and the resulting conflict between colleagues is introduced and practiced during the workshop. At the conclusion of this workshop participants will be able to: demonstrate appropriate/professional behavior with co-workers; use basic guidelines to enhance professional relationships; understand the impact of different social behavioral styles on communication; describe methods for dealing with difficult co-workers; and identify and use strategies for dealing with conflict in the work environment.

Audience: Banking professionals at all levels.


Deposit Accounts & Services

Participants will understand deposit investment counseling, such as, state the account owner’s rights and responsibilities, define single, joint, corporate, partnership, and trust account ownership. They will understand contributions and distributions of Traditional, Roth, Education, SEP and SIMPLE IRAs and administer decedent accounts when an owner dies testate or intestate.

Audience: Financial counselors, personal bankers, supervisors, managers, tellers, customer service representatives.


Deposit Products and Services for Small Businesses

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 y 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.

Audience: Bank personnel new to the small business market who are responsible for servicing small business customers.


Discretionary Distributions

The Discretionary Distributions course introduces the basic principles of discretionary distributions. It covers the reasons for making discretionary distributions and the trustee’s authority to make them, as well as distribution standards, tax consequences, and other potential liabilities involved in making discretionary distributions.

Audience: Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field or those who have completed Personal Trust Curriculum Level 1.

E-Commerce Fundamentals for Bankers

Provides participants an understanding of the basics of conducting business online. Covers e-commerce and how it impacts traditional business and banking models, the similarities and differences between traditional and electronic commerce, the role each participant plays in the e-commerce process, how to prepare a business for e-business legal issues surrounding the new medium, the technologies used to place orders and process payments.



Economics for Bankers

Macroeconomics applies economics to phenomenon that students are familiar with and interested in, this course teaches students how economic analysis can be applied to virtually anything of interest, thus helping students develop true economic intuition. This course focuses on macroeconomics, and offers a unique blend of solid theoretical, while utilizing intriguing applications that convey the prevalence of economics in everyday life.

Audience: Students who have not had a formal course in economics and who wish to increase their understanding of macroeconomics.


Effective Business Writing

Participants will learn how to use the “you attitude” in order to write more effective reports, job procedures, memos, emails, and letters for good-news, bad news, and persuasive writing situations, as well as learn common business letter characteristics and formatting. They will identify the three stages of the writing process and special financial service writing characteristics, and write complete, efficient and emphatic sentences while building unified and organized paragraphs.

Audience: Anyone whose current of future job requires effective written communication. Good grammar and punctuation skills are prerequisites for this course. If you wish to improve these skills, you may consider fist taking “Essential Business English Skill”.


Effective Referrals

This program will provide participants with the skills needed to make confident and effective referrals. This course supports the Relationship Selling model used in the Introduction to Relationship Selling course. After successfully completing this course, you will be able to: describe what customers expect from their bank; identify sales and service referral opportunities; use benefit statements to make the referral; make the “hand-off” to a specialist; and identify follow-up situations and develop appropriate techniques.

Audience: Designed for branch or operations personnel who initiate needs assessment but are not involved in making or closing the sale.



Essential Business English Skills

This course will help participants to use nouns, pronouns, verbs, and adverbs properly. They will learn to recognize and correct personal grammar problems, identify proper speech and sentence structure, identify the proper use of plural and possessive words, and build skills in punctuation, capitalization, and number usage.

Audience: Anyone who wants to improve his or her language skills


Estate Planning for the Business Owner

This course examines the issues associated with the transfer of various types of business entities, including valuation and tax considerations.

Audience: Trust Officers who have already achieved a basic expertise with estate planning generally and who seek to expand their knowledge of estate planning for business owners. Participants undertaking this course should have a firm understanding of the transfer tax system and basic estate planning, including planning for lifetime gifts and estate planning for the marital deduction.

Estate Planning for Charitable Giving

This course provides participants with the knowledge needed to advise clients in the area of charitable giving and how it is used to provide addtional liquidity for the estate and savings on potential estate taxes.

Audience: Trust Officers who already have a basic knowledge of estate tax and seek to expand their skills to better advise clients with respect to charitable giving as a part of their estate plans.

Estate Planning Final Case Study

This case study provides an opportunity to apply concepts learned in earlier estate planning courses to real-world client situations.

Audience: This course is appropriate for Trust Officers who have completed the five Estate Planning courses in the Personal Trust Curriculum Levels 2 and 3:
Estate Planning Overview
Estate Planning for the Marital Deduction
Estate Planning for Lifetime Gifts
Estate Planning for Charitable Giving
Estate Planning for the Business Owner

Estate Planning for Lifetime Gifts

This course introduces participants to the concepts of lifetime gifts. It discusses the appropriateness of lifetime gifts, use of the annual exclusion, and various techniques for transferring assets.

Audience: Trust Officers who already have a basic knowledge of estate and gift taxes and who seek to expand their skills to enable them to advise clients with respect to clients’ estate plans.

Estate Planning for the Marital Deduction

Estate Planning for the Marital Deduction is designed to reinforce the professionalism and expertise you currently possess as a trust officer. Students will learn strategies for the optimum use of the marital deduction. By comparing marital formulas, students will learn to determine which marital deduction trusts to use for particular client needs.

Audience: Trust Officers who already have a basic knowledge of Federal Transfer Taxes and seek to expand their skills to enable them to advise clients with respect to clients’ estate plans.

Estate Planning Overview

The Estate Planning Overview course presents the basic knowledge to enable Trust Officers to recognize the needs of clients in order to determine an estate plan with tax or non-tax considerations. The course also reinforces the consequences of the unauthorized practice of law.

Audience: Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

Ethical Issues for Bankers

This course covers business ethics from a banker’s perspective. Participants explore the importance of ethical behavior in banking from a personal and organizational perspective and focus on areas including confidentiality, conflict of interest, information security, personal transactions, and accepting a giving gifts.

Audience: Bank personnel at any level.

Event-Based Selling

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.

Audience: Bankers whose responsibilities include attending, participating in, or hosting community-based group events.

Fair Housing & Fair Lending

Introduces participants to the practices and principles of fair lending, and demonstrates how to avoid discriminatory and unfair lending practices when interacting with clients. Covers the relationship between unfair treatment and illegal discrimination, the essential points to the five federal fair lending laws and the Joint Policy Statement on Discrimination in Lending, types of illegal discrimination, and best practices to ensure compliance with the fair lending laws.

Audience: Bank personnel who have customer contact, and deal with consumer and real estate credit transactions including sales, processing, underwriting and compliance personnel.


Federal Estate and Gift Taxes

This course will give you the knowledge necessary to discuss the implications of federal estate and gift taxes, and to answer common tax-related client questions.

Audience: Trust Officers who have already achieved a basic level of knowledge and understanding of federal estate and gift taxes.

Fiduciary Income Taxes

The Fiduciary Income Taxes course provides you with an understanding of tax terminology and concepts applicable to estates and trusts. The course contains detailed information regarding fairly complex concepts. Examples, self-check quizzes, and practice activities are used throughout the material to enhance your understanding of the concepts presented.

Audience: Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

Fiduciary Law

The Fiduciary Law course presents key regulations and rules that govern trusts and estates, including federal laws and model acts being adopted by different states. It covers the duties and powers of a trustee, as well as investment standards and duties. The prudent man/person rule, prudent investor rule, and Uniform Principal and Income Act are also discussed.

Audience: Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

Financial Accounting

Financial Accounting teaches students the information needed to create financial statements, including trial balances, t-accounts, balance sheets, and various other accounts and their respective functions. This course emphasizes current practices of accounting procedures and includes coverage of the latest principles set forth by the Financial Accounting Standards (FASB).

Audience: This course is perfect for bank employee requiring a fundamentals knowledge of accounting.


Financial and Business Planning for Bank Marketers

This AIB course explains the integration of the marketing discipline with the financial and business functions of the bank. Marketing in banking has evolved from a promotions-centered function to an analytically-focused discipline and marketing professionals must demonstrate both creative and critical thinking skills. The primary objective of this course is to help bank marketers communicate and collaborate with other bank managers through a planning and budgeting process designed for their individual bank.

Audience:Marketing professionals and others with marketing responsibilities who want to better understand the bank’s financial structure, the mechanics of revenue generation, and how these integrate with marketing initiatives and strategies. It will be best appreciated by marketing professionals early in their marketing career, experienced marketers who are new to banking, employees who want to develop marketing skills, and managers responsible for sales or sales management.

Financial Planning Skills

This course provides participants with a working knowledge of financial planning topics.

Audience: Trust professionals looking for a big picture view of financial planning concepts. This course is appropriate for Trust Officers who already have achieved a basic level of knowledge and expertise in the trust field.

Financial Statement Analysis

Students explore the financial position of a business through balance sheet and income statement analysis, accrual and cash-basis accounting, categorizing current and long-term assets and liabilities, the effects of various transactions on the accounts of a business, evaluating the auditor’s report, categorizing debt, allocating costs, inventory evaluation and much more.


Fraud Identification

A seasoned state bank regulator facilitates this interactive, on-line course. The 5-week course consists of many activities, including: analyzing 21 actual fraud cases; viewing PowerPoint presentations on audit, internal controls, and cyber banking; reflecting on and discussing specific fraud issues; interacting with the other participants and the facilitator regarding these issues and the red flags associated with the fraud cases.
To fully benefit from the course, you should participate on a regular basis (at least 2-3 times a week) in the threaded discussions. The amount of time necessary to complete the activities is approximately five hours per week.

Audience: A must for all personnel working in a financial institution.


Fundamentals of Consumer Lending

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.

Audience: Participants who currently sell or are otherwise involved in the consumer lending process.


Fundamentals of Lending

A complete overview of lending with subjects including: establishing and evaluating the credit culture, elements of a written loan policy, overview of the lending function, loan risk analysis, the loan decision process, establishing loss reserves, the credit monitoring process, risk management, portfolio management, and preparing a loan review report.

Audience: This course is a great learning resource for employees new to the lending process.


Fundamentals of Mortgage Lending

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: Participants who currently sell mortgages, or who are involved in the mortgage lending process.


Fundamentals of Small Business Banking

This workshop will provide participants with the background required to interact successfully with small business customers. Core business terminology such as business legal structures, business types (industry sectors), operating cycles, and business life cycles will be defined and explored. Business cycles and how they drive the need for bank products and services will be examined. At the conclusion of the program participants will be able to: Identify common characteristics of the small business market, including business statistics and owner demographics. Participants will be able to describe the different types of business legal structures, describe the most common small business types (industry sectors), and identify the operating cycle for each type. They will identify the four general banking needs, and list small business banking products that fall within the four need areas, and how operating cycles (day-to-day operations) drive the need for bank products and services within each of the small business types. This course will identify the life stages of a small business and describe how they shape a business’ priorities and need for different banking products and services.

Audience: Bank personnel who have had limited exposure to the small business market but are responsible for servicing or selling to small business customers.


Garnishments, Tax Levies & Request For Financial Information

What your customer can expect whenever information about their accounts is requested from the bank. Obtain the necessary information to properly handle garnishments, tax levies and other courts orders, which will affect your customers’ accounts. Learn proper procedures to ensure timely and effective handling of these types of legal action.

Generation-Skipping Transfer Tax

This course will give participants the understanding they need to discuss the implications of the generation-skipping transfer (GST) tax and answer common tax-related client questions.

Audience: This course is appropriate for trust officers who have already achieved a basic level of knowledge and expertise in the trust field.

Global Banking (International Banking)

This course discusses the financial needs customers require to conduct business in today’s commercial global marketplace. The course describes the environment in which global banking takes place, and how money actually moves from one country to another. It examines how banks apply their traditional roles as providers of credit to the particular needs of global banking, and examines several risk areas that banks need to address in setting their global strategy.

Audience: Entry-level international banking personnel, corporate banking personnel, small business bankers, investment bankers, business officers, and other bank personnel.


Hiring the Best

This course 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 preparation for and conduct of an effective interview are covered, as are the compliance issues associated with each component of the hiring process.

Audience: Any supervisor or manager who participates in the selection and hiring of employees.


Human Relations

This course provides an examination of the evolution of human relations in the workplace, concepts of motivation, and leadership behavior. The role and function of the individual within an organizational structure are addressed. Topics include: how human relations is a key success; improvement of personal and organizational communications; identification of individual motivations; development of personal strategies for improving human relations; and how to achieve emotional control.

Identifying & Leveraging Target Markets

This workshop explores how to use Marketing Customer Information Files (MCIF) to group or segment a bank’s accounts. Participants will use this information to understand how a bank can market the appropriate products and services to their most profitable customers, as well as to non-customers who share the same characteristics. At the conclusion of the program participants will be able to: Define targeted customers and market segmentation; Explain how customer market segmentation can generate better results for bank marketing efforts; Describe how computer tools, specifically a Marketing Customer Information File (MCIF) and Market Analysis System (MAS) are used to target customers for marketing; Use market segmentation to develop a preliminary community based marketing plan that targets specific customer groups; and Identify methods for keeping track of marketing results.

Audience: Any banking professional such as entry-level marketing, branch, and operations managers, or other bank representatives who need to understand how to identify the target markets for bank products and services.


Improving Productivity

This seminar focuses on methods for analyzing and improving work productivity. It help participants explore productivity issues in their work area, introduces effective techniques for identifying opportunities for productivity improvement and methods for generating solutions to address productivity obstacles. At the conclusion of the program participants will be able to: explain the importance of analyzing and improving productivity in today’s banking environment; define and measure productivity; identify opportunities for productivity improvement; identify obstacles to productivity; develop and evaluate productivity improvement ideas; and develop action plans to implement productivity improvement ideas.

Audience: Designed for any employee that leads a work team on a full or part-time basis.



Individual Retirement Accounts

Participants will learn the eligibility requirements and contribution limits for IRAs, such as, procedures, forms & disclosure requirements for opening different IRAs, advantages and disadvantages of each type of IRA, like tax deductibility requirements of IRA contributions, rollover contribution types, allowable distribution options, and tax consequences for premature distributions.

Audience: Anyone who answers customer inquiries about IRAs, and handles IRA transactions, including personal bankers, customer service representatives and mangers.


Individual Retirement Accounts Overview

Participants will learn the five types of retirement plans and the basic steps to opening and servicing IRAs. They will learn the eligibility and allowable contributions to IRA’s, the types of contributions to and distributions from IRAs, deductibility of contributions, excess contributions, as well as reconversions, documentation, and recharacterizations.

Audience: Tellers, customer service representatives, account counselors, and anyone seeking an introductory level course and IRAs.

Insurance of Accounts

Participants will be givens examples of insurance classifications, insurance coverage requirements by accounts and ownership, federal insurance coverage and mergers. They will learn basic concepts of FDIC regulations, the purpose and functions of FDIC, ownership category account types and deposit simplification.

Audience: Accounts personnel, tellers, supervisors, savings officers, retail banking managers, trust officers, retirement account representatives and anyone else who needs to know the latest deposit insurance regulations.


International Private Banking

This course provides instruction into the theoretical, legal and practical aspects of International Private Banking. The major emphasis of this course is to focus on current critical issues impacting the International Private Banking efforts of both US and International banking entities.


Introduction to Agricultural Lending

Introduction to Agricultural Lending will provide participants with the basic skills needed to begin to undertake credit analysis, loan structuring, monitoring, and provide guidance on dealing with problem loans. This course was developed in conjunction with the Schools of Banking, Inc., a jointly-owned subsidiary of the Kansas and Nebraska Bankers Associations.

Audience: Those new to agricultural lending or with limited experience.

Intro to Banking

This course is an introduction to the financial services industry in the United States. It covers the history and characteristics of depository institutions – banks, savings organizations, and credit unions. Users also learn about different non-depository institutions including insurance companies, stockbrokers, financial companies, and mortgage bankers. The course provides details of the regulatory structure of both depository and non-depository nstitutions. The course also explores the check payment system in the United States. Below is a list of topics covered in this online course: Introduction to U.S. Financial Services; Depository Institutions; Non-Depository Institutions; Financial Institution Regulatory Structure; and The Payment System.

Audience: Ideal for those just beginning their career in the banking industry.



Introduction to Analyzing Financial Statements

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.

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.


Introduction to Financial Planning Products

This course focuses on the need for financial planning, and the various products and services for financial planning offered through retail banking.

Audience: Staff who sell or refer products and services.

Introduction to Mortgage Lending

This course covers construction and permanent financing for residential property; real estate law; documentation; mortgage loan servicing; the secondary mortgage market; the role of the 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 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.


Introduction to Relationship Selling

Introduces participants to the relationship selling process, and the skills and techniques that support a client needs-focused sales approach. Covers how to prepare for and conduct an effective sales interaction with clients, each step in the relationship selling process, responding to client objections, selling against the competition, following-up with a client, and asking for referrals.

Audience: personnel involved in sales activities in a retail-banking environment.


Investments I

Investments I focuses on an overall discussion of investment risk, organization of the investment decision process, regulatory influences for investments and the similarities and differences of commingled funds and mutual funds investments.

Audience: Trust professionals looking for a big-picture view of investments and investment planning concepts. This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

Investments II

This course builds on the earlier investments course and focuses on the concepts used in valuing investments, the characteristics of different types of securities markets, and factors to consider in mutual fund selection.

Audience: Trust professionals looking for a big-picture view of investments and investment planning concepts. This course is appropriate for Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

IRA Online Institute

The IRA Online Institute provides comprehensive training on all aspects of IRAs. It covers both traditional and Roth IRA as well as Employer Plans (SEP SIMPLE). This program is an Institute of Certified Bankers approved educational program for candidates for the Certified IRA Services Professional (CISP) Designation.

Audience: Retail and Trust personnel who sell and administer IRA products.

Law and Banking: Applications

This course is devoted to the laws and regulations that govern funds transactions, whether by check, EFT, wire transfers, or letters of credit. In addition, focus is placed on issues of liability, wrongful payment and dishonor, electronic banking, deposit accounts, mutual funds and annuities. Upon successful completion of this course, students will be able to: discuss the role of federal and state agencies in the regulation of banking and explain the basic legal relationship between banks and their customers; list the essential elements of negotiable instruments and explain UCC considerations for negotiability; and list parties to a letter of credit and review their obligations.

Audience: Designed for entry- and officer-level bankers.

Note: With the Commercial Lending, Consumer Lending, and Mortgage Lending diplomas, you may choose either Law and Banking


Law and Banking: Principles

Every part of the banking process, from taking deposits and making loans to operating safe deposit boxes and offering trust services, is governed by laws for the purpose of protecting consumers or maintaining the safety and soundness of the bank. Knowing the basics of banking law will enable every banker to grasp the requirements of his or her job and perform it with more understanding. This course is your guide to the legal and regulatory issues, with special emphasis on the Uniform Commercial Code.

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

Note: With the Commercial Lending, Consumer Lending, and Mortgage Lending diplomas, you may choose either Law and Banking course to satisfy the requirement. The second of the two courses could then be applied as an elective, if you desired a more comprehensive knowledge of banking law.

Leading your People to Success Blue Program

This course covers the skill of leadership needed by today’s supervisors. It discusses how supervisors can use proven techniques to empower their employees and understand all the requirements to be The Complete Supervisor. Participants will learn how to develop team-building skills, handle group dynamics, coach and counsel employees, give productive performance appraisals, and support career development of their employees, in order to crate a high-opportunity work environment.

Audience: New or experienced supervisors and first-line managers or those preparing for such a role.

Lending: Introductory

This workshop is designed to help students comprehend some of the basic concepts of the lending process. It will include methods of conversing and negotiating with a customer during the interview/application process, analyze the application and support documentation, learn loan documentation and closing, and manage the loan until its maturity.


Letters of Credit

This course provides a hands-on approach to learning about the development, use, and operation of letters of credit and related international trade documents. It includes a detailed examination of most documents used in international trade activities today.

Audience: International banking and commercial credit personnel, branch managers, management trainees, accounting officers, and others involved in international trade and managing international accounts.


Life Insurance and Annuities

This course enhances the Trust Officer’s value to clients as a credible source of insurance information. Participants will learn about life insurance and annuity products, review related policy issues and fiduciary responsibilities, and explore the uses of these products in serving clients’ financial- and estate-planning needs.

Audience: Trust Officers who already have achieved a basic level of knowledge and expertise in the trust field.

Managing Change

This seminar helps participants understand the change process; their reaction to change and tools to help themselves and others manage the change. At the conclusion of the program participants will be able to: name and describe the 3 stages of change in order to help themselves and others through the change process; identify reactions to change during each stage of the change process, discovering how each person reacts to the change differently; identify appropriate (healthy) and inappropriate (unhealthy) actions to take when managing change; develop a personal action plan for handling a real world change situation; use a 4-step process for communicating and getting commitment from others during change; and practice a real world change situation using the 4-step process for communicating change.

Audience: Any employee who is leading a group in a changing environment.


Managing Employee Relations

This course focuses on four major strategies for managing employee relations — compliance with legislation, managing diversity, handling work and personal issues and fostering open communication. Within these four strategies, it explores effective practices and guidelines for handling workplace situations that threaten positive employee relations. At the conclusion of the program participants will be able to: describe the impact of employee relations on the workplace; describe the supervisor’s role in establishing and maintaining sound employee relations in an organization; name four management strategies that support positive employee relations; describe the purpose and intent of employment legislation governing workplace supervision; identify diversity issues that exist in a team and overcome related barriers to productive employee relations; describe management guidelines for effectively handling work and personal issues in a work team; describe supervisory activities that facilitate open communication; and list the elements of a formal problem resolution process.

Audience: Any manager or team leader with one or more reporting relationships.


Managing Funding, Liquidity and Capital

Managing Funding, Liquidity and Capital provides participants with the tools to manage these functions within their bank.. In order to complete the final project assigned in the course, participants will need to have access to the reports used by their bank to manage funding, liquidity, and capital.

Prerequisites:
Participants should have a basic understanding of bank financial statements, bank performance analysis, and interest rate risk management. Students who have not had exposure to these topics are encouraged (but not required) to take Analyzing Bank Performance and Managing Interest Rate Risk prior to this class.

Audience: Individuals involved in funding, liquidity, or capital management, or line managers making pricing, investment, or funding decisions that impact these areas.

Managing Interest Rate Risk

This course provides participants with the tools to measure and manage their bank’s interest rate risk. After successfully completing this course, you will be able to: Understand the mechanics of valuing cash flows including duration and price sensitivity, identify the determinants of the overall level of interest rates, use static GAP and duration GAP analysis to measure interest rate risk, assess the impact on interest rate risk of various pricing, investment, and funding decisions, use a range of derivatives to manage interest rate risk including futures, forwards, interest rate swaps, caps, floors, and collars, apply all of these concepts to the management of interest rate risk in your own institution.

Prerequisites:
Participants should have a understanding of financial instruments, financial markets, and interest rate mechanics either through the Analyzing Bank Performance course or experience. This is a difficult course that covers a number of complex concepts and requires an ability to deal with a variety of mathematical concepts and computations.

Audience: Individuals involved in asset liability management or line managers making pricing, investment, or funding decisions that impact interest rate risk.

Managing Investment Portfolios

This easy-to-use, computer-based software course is perfect for understanding and implementing sound management of the bank’s investment portfolio. Topics include: fixed income prices and yields; interest rates and the yield curve analysis; securities in a bank’s investment portfolio; mortgage backed securities; and, an extended section on portfolio management including setting objectives, policy and strategy. The course is set-up in an easy-to-follow, step-by-step format for best results by the user. Below is a list of topics that will be covered: Bank Investment Portfolio; Fixed Income Overview; Interest Rate & Yield Curve Analysis; Mortgage Backed Securities and the Secondary Mortgage Market; and Portfolio Management Strategies

Audience: Any bank personnel involved in any aspect of the bond portfolio, all accounting personnel, any lending officer or office manager who needs to broaden their exposure to other areas of the bank, and internal auditors.

Managing Performance & Productivity White Program

This course covers the management principles need y today’s supervisors. It discusses how supervisors can use processes and systems to encourage maximum productivity of their employees. Participants will learn how to use an effective interview process to select the best candidate, how to use the mentor system and techniques for training employees, how to establish expectations and measure productivity and performance, and learn work simplification and time management skills. Also, they will learn to use technology to improve productivity, manage meetings and give presentations, and use problem-solving tools to reach results.

Audience: New or experienced supervisors and first-line managers or those preparing for such a role.

Managing Stress

Understand stress and its symptoms in the workplace. Find out about the stages of stress and learn strategies you can use for managing stress.


Managing Time at Work

This course provides participants with the understanding and skills necessary to effectively manage their time on the job. They focus on how to organize and prioritize daily tasks, manage workflow, develop a daily plan, manage interruptions, and manage computer information.

Audience: Bank personnel who are not currently using an organized method to plan and manage their time, or those who want a refresher.


Managing Trust Accounts

The Managing Trust Accounts course introduces you to the basic principles of establishing trust accounts and managing receipts and payments for these trusts. It covers the procedures for accepting new accounts, as well as dealing with changes in accounts impacted by disclaimers, and explains the rules needed to apply the Uniform Principal and Income Act when allocating receipts and payments.

Audience: Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

Marketing Financial Services (Marketing for Bankers)

Marketing highlights the best practices from every facet of marketing. The course examines concepts, functions, and institutions involved in the process of developing and distributing products and services to consumer, industrial, and international markets.

Audience: Students who have not had a formal course in marketing and who wish to increase their understanding of all facets of marketing.


Meetings That Work

This seminar focuses on how to effectively lead meetings and use them as productive methods to communicate, solve problems and make decisions. It covers the appropriate reasons for holding meetings, the characteristics and typical structure of meetings, principles and tools for planning, leading and participating in meetings and how to handle distracting problem behaviors. At the conclusion of the program participants will be able to: describe the benefits of effective group meetings for organizations and individual group members; identify appropriate reasons for holding a meeting; list the characteristics of effective meetings; complete key meeting planning and preparation activities; and apply effective principles to lead and participate in effective meetings. Note: This course does not cover formal presentation skills and techniques.

Audience: Anyone who leads or participates in meetings within or outside their organization.



Microsoft Access 2007: Level 1

Microsoft Access 2007: Level 1 is designed for students who wish to learn the basic operations of the Microsoft Access database application to perform their day-to-day responsibilities, and to understand the advantages that using a relational database application can bring to their business processes.
This course covers the following topics: Examining the basic database concepts, Creating and modifying databases and its various objects, Designing new databases, tables, and relationships, Creating and maintaining records, Producing reports based on the information in the database.

Microsoft Access 2007: Level 2

Microsoft Access 2007: Level 2 is for users who need to maintain data consistency, customize database components, and share Access data with other applications.
This course covers the following topics:
Maintaining data integrity, Handling complex queries, forms, and reports, Sharing data between Access and other applications.

Microsoft Excel 2007: Level 1

Microsoft Excel 2007: Level 1 is designed for people who already have knowledge of Microsoft® Office, Windows® 2000 (or above), and who desire to gain the skills necessary to create, edit, format, and print basic Microsoft Office Excel 2007 worksheets.
This course covers the following topics: Migrating your spreadsheet data to an electronic format, Formatting and editing data.

Microsoft Excel 2007: Level 2

Microsoft Excel 2007: Level 2 is for students who already have the basic knowledge of Excel, including how to create, edit, format, and print basic worksheets. This course covers the following topics: Streamlining and enhancing your spreadsheets using templates, charts, graphics, and formulas, Gaining the skills necessary to create templates, Sorting and filtering data, Importing, exporting and analyzing data, and Working with Excel on the web.

Microsoft Excel 2007: Level 3

Microsoft Excel 2007: Level 3 is for students desiring to gain the skills necessary to create macros, audit and analyze worksheet data, incorporate multiple data sources, and import and export data.
This course covers the following topics: Running calculations, Sorting and filtering numeric data, Automating common tasks, Applying advanced analysis techniques to more complex data sets, Collaborating on worksheets with others, and Sharing Excel data with other applications.

Microsoft Outlook 2007: Level 1

Microsoft Outlook 2007: Level 1 is intended for the beginner student that has no previous experience using Outlook.
This course covers the following topics: Composing and sending email, Scheduling appointments and meetings, Managing contact information and tasks, and Using notes.

Microsoft Access 2007: Level 2

Microsoft Access 2007: Level 2 is for users who need to maintain data consistency, customize database components, and share Access data with other applications.
This course covers the following topics: Maintaining data integrity, Handling complex queries, forms, and reports, and Sharing data between Access and other applications.

Microsoft Outlook 2007: Level 3

Microsoft Outlook 2007: Level 3 is intended for intermediate Outlook users needing additional functionality.
This course covers the following topics: Personalizing email, Organizing and managing items, including data files, Sharing and linking contacts, how to save and archive mail, Creating forms, and Working offline and remotely.

Microsoft PowerPoint 2007: Level 1

Microsoft PowerPoint 2007: Level 1 is designed for students who are interested in learning the fundamentals needed to create and modify basic electronic presentations.
This course covers the following topics: Beginning a presentation, Formatting text slides, including tables, objects and images, Charting data, and Delivering a presentation.

Microsoft PowerPoint 2007: Level 2

Microsoft PowerPoint 2007: Level 2 is designed for students who already have knowledge of the basics of PowerPoint 2007, including slide formatting and working with tables, charts, images, objects, and presentation preparation.
This course covers the following topics: Working with design templates and various types of diagrams, Creating special effects, and custom slide shows and Advanced presentation delivery.

Microsoft Word 2007: Level 1

Microsoft Word 2007: Level 1 is intended for individuals who want to gain basic knowledge of working on Word.
This course covers the following topics: Creating and editing a basic document, Formatting documents, text, and paragraphs, Adding tables and graphic elements and Controlling page appearance.

Microsoft Word 2007: Level 2

Microsoft Word 2007: Level 2 was designed for persons who can create and modify standard business documents, and who need to learn how to create or modify complex business documents, as well as customized Word efficiency tools.
This course covers the following topics: Creating customized efficiency tools, Adding customized lists, tables, charts, and graphics and Producing high-quality, effective, sophisticated documents.

Microsoft Word 2007: Level 3

Microsoft Word 2007: Level 3 is designed for persons who want to gain skills necessary to manage long documents, collaborate with others, and secure documents.
This course covers the following topics: Create and format complex business documents, Managing and revising long documents and Distributing forms.

Microsoft Access 2003: Level 1

Microsoft Access 2003: Level 1 provides the basic skills necessary to begin using Access 2003 including the design and creation of databases, tables, queries, forms, and reports.
This course covers the following topics: Managing data, Establishing table relationships, Querying the database, Designing forms and Producing reports.

Microsoft Access 2003: Level 2

Microsoft Access 2003: Level 2 focuses on more advanced database management skills, including building forms, customizing reports, publishing and exporting data, and multi-table queries.
This course covers the following topics: Database planning, Finding and joining data, Creating queries, Customizing reports, Creating forms and Publishing and exporting data.

Microsoft Access 2003: Advance

Microsoft Access 2003: Advance covers more advanced Access topics including complex query techniques and more efficient forms and reports,. In addition, it covers how macros can enhance you database and user input interfaces.
This course covers the following topics: Structuring existing data, Writing advanced queries, Simplifying tasks with macros, Adding interaction and automation with macros, Making forms more effective, Making reports more effective and Maintaining an Access database.

Microsoft Excel 2003: Level 1

Microsoft Excel 2003: Level 1 provides the basic skills needed to work with an Excel spreadsheet. The procedures you will learn include creating and modifying worksheets, performing calculations, customizing layout, and printing.
This course covers the following topics: Getting started with Excel, Modifying a worksheet, Performing calculations, Formatting a worksheet, Developing a workbook, Printing and Customizing layout.

Microsoft Excel 2003: Level 2

Microsoft Excel 2003: Level 2 covers the use of electronic charts, chart items, and graphics to enhance worksheet data reports in Excel. It covers procedures for creating, modifying and formatting charts, adding graphic objects to charts, and sorting and filtering data.
This course covers the following topics: Creating and applying templates, Creating and modifying charts, Working with graphics objects, Calculating with advanced formulas, Sorting and filtering data and Using Excel on the Web.

Microsoft Excel 2003: Advance

Microsoft Excel 2003: Advance covers the more advanced features of Excel 2003 and various advanced techniques for analyzing and manipulating data in Excel. The topics include collaborating with others, auditing worksheets, and importing and exporting data.
This course covers the following topics: Streamlining workflow, Collaborating with others, Auditing worksheets, Analyzing data, Working with multiple workbooks, Importing and exporting data and Structuring XML workbooks.

Microsoft Outlook 2003: Introduction

Microsoft Outlook 2003: Introduction covers the fundamentals of using Outlook 2003 to coordinate mail, appointments, events, meetings, tasks, and contacts.
This course covers the following topics: Getting started with Outlook, Composing messages, Scheduling appointments and meetings, Managing contacts, Managing tasks and Using notes.

Microsoft Outlook 2003: Advance

Microsoft Outlook 2003: Advance covers the more advanced features of Outlook 2003, including tracking work activities, setting calendar and message options, and sharing folders.
This course covers the following topics: Tracking work activities, Setting calendar and message options, Sharing folder information, Managing tasks, Customizing Outlook and Locating Outlook items.

Microsoft PowerPoint 2003: Introduction

Microsoft PowerPoint 2003: Introduction provides an introduction to the PowerPoint tool including beginning a presentation, formatting text slides, adding tables, images and charts.
This course covers the following topics: Beginning a presentation, Formatting text slides, Adding tables to presentations, Charting data, Modifying objects, Adding images to a presentation and Delivering a presentation.

Microsoft PowerPoint 2003: Advance

Microsoft PowerPoint 2003: Advance covers the more advanced features of PowerPoint 2003, including customizing templates, adding organization charts and diagrams, special effects, and web presentations.
This course covers the following topics: Creating a custom template, Adding organization charts and diagrams, Creating web presentations, Adding special effects and Collaborating in PowerPoint.

Microsoft Word 2003: Level 1

Microsoft Word 2003: Level 1 covers the basic features of Word 2003 including creating and editing a basic document, formatting text and paragraphs, and adding tables and graphic elements.
This course covers the following topics: Creating a basic document, Editing a document, Formatting documents, text, and paragraphs, Proofing, Adding tables and graphic elements and Controlling page appearance.

Microsoft Word 2003: Level 2

Microsoft Word 2003: Level 2 covers the intermediate features of Word 2003 including customizing tables and charts, working with custom styles, creating customized graphic elements, and mail merges.
This course covers the following topics: Managing lists, Customizing tables and charts, Customizing formatting, Modifying pictures, Creating customized graphic elements, Controlling text flow, Automating common tasks and Automating documents.

Microsoft Word 2003: Advance

Microsoft Word 2003: Advance covers the more advanced features of Word 2003 including collaborating on documents, securing documents, and creating web pages.
This course covers the following topics: Using Word with other programs, Collaborating on documents, Adding reference marks and notes, Making long documents easier to use, Securing a document, Creating web pages and Creating forms.

Money and Banking (Recommended prerequisite: Economics for Bankers)

Money and Banking teaches the role of money, credit, and financial institutions in the U.S. economy. Topics include commercial banks, thrifts, credit unions, the Federal Reserve system, credit markets, and monetary theory and policy. It emphasizes the effects of structural change, globalization, financial innovation, and technology on the financial environment.

Audience: Students 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.

Service Business Examination

The Course is designed for inexperienced examiners and may be beneficial for more experienced examiners or other staff members who have not had formal training in conducting examinations of money service business (MSB) licensees. In addition, this course may be beneficial for MSB industry staff members and others who have a need to learn about the operations of MSBs, specifically check cashing and money transmitting businesses.

New Account Fraud

Participants will learn the applicant interview process, identification of documents and verifying information, account opening decision-making process, as well as, new account fraud types, and suspicious applicant behavior and transactions.

Audience: Tellers, customer service representatives, personnel bankers, accounts personnel, managers and anyone involved in deposit accounts.

Online Review Course for the CTFA Examination

At the end of the course, participants should be familiar with the following areas:
Fiduciary Law and Trust Activities, Tax Law and Investments, Personal Financial Planning and Insurance.

Audience: This course is designed for those preparing for the Certified Trust and Financial Advisor (CTFA) Exam.

Overview of Financial Statements

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 statements, and explains how they are used in making lending decisions and monitoring the health of a small business.

Audience: Bank personnel who are involved in any aspect of the small business lending process but who have little experience with financial statements.

Overview of Title Insurance and Real Estate Settlement Procedures

An introduction to the history of teller insurance industry. The workshop focuses on rates and regulations, title search and examination procedures, title commitment issuance, title requirement and exceptions, clearing title objections, settlement & escrow procedures, post-closing procedures, recording of documents, title policy preparation, other title products and review.

Performance Management

This workshop will provide participants with a proactive approach to performance management. By focusing on setting clear expectations, specific performance feedback and objective performance evaluations, this course will help managers avoid many common performance problems. At the conclusion of the program participants will be able to: write performance objectives based on measurable criteria and standards; communicate clear performance and behavior expectations; objectively observe performance; provide feedback to employees and document the conversations; and prepare and conduct the performance appraisal.

Audience: Any supervisor or manager who has responsibility for directing, documenting and evaluating employee performance.

Personal Tax Return Analysis

This course 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 customer why the loan was declined due to insufficient projected income and how the different schedules were analyzed.

Audience: Bank personnel who are in a position to obtain tax returns from customers for lending analysis, yet have little or no training in tax analysis.

Presentation Skills

This workshop covers the basics of planning an organized, audience-focused oral presentation. The workshop also covers the physical aspects of presenting, such as body language, voice and gestures, handling nervousness and dealing with disruptive audience members. Participants will have the opportunity to design and deliver a presentation during the workshop and receive feedback from their peers. At the conclusion of the workshop, the participants will be able to: Write a purpose statement for their presentation topic; Write an opening statement that catches the audience’s attention; Identify components of a presentation that gain attention and keep interest; Describe effective uses of visual aids (flipcharts & overheads); Define and demonstrate open and closed questions; Develop a closing statement that calls the audience to action; List methods for dealing with disruptive audience members; Identify ways to control nervousness; Demonstrate appropriate body language; and Deliver a presentation that meets the need of the audience.

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

Principles of Banking

Principles of Banking teach students the importance of money and interest, negotiable instruments, mortgages, commercial lending, and the role of banking in today’s economy.

Audience: Personnel new to banking, at any level.

Problem Loan Workouts

This AIB course will explore the four major components of problem loan management. Problem Loan Detection will explore how problems loans can be avoided and how loans can be managed to make early detection possible. Problem Loan Situation Evaluation will consider what must be done to confirm the bank’s position with the borrower in preparation for negotiation with the borrower. Problem Loan Negotiation will cover the negotiation process in determining the best course of action to resolve problem loans. Problem Loan Resolution will consider alternatives of resolution and how to proceed with options for workout or liquidation.

Audience: Entry- to mid-level commercial lenders, business bankers, small business lenders, credit analysts, loan review personnel and other bank personnel interested in the subject of problem loan management and resolution.

Profitable Accounts

This workshop explains the importance of determining account profitability, the profitability of each product/service your bank offers, and shows participants how to calculate it. In addition, it will help participants examine the profitability of their various customer relationships, and gather data for cross-selling/up-selling the best ones. At the conclusion of the program participants will be able to: Explain why it is important to determine the profitability of accounts; Describe how to determine the profitability of products/services and customer relationships; List ways to improve product and customer profitability; and Gather new account data (for new and existing customers) so that profitable accounts may be cross-sold.

Audience: All Product Managers, Office managers, Head Customer Service Representatives, and Personal Bankers whose banks have recently installed an MCIF system or are strongly considering installing one and are not familiar with how to use it effectively.

Profiling Mortgage Prospects

This course provides participant 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.

Audience: Bank personnel who are currently selling or will begin selling mortgage loans.

Project Management Fundamentals, Part 1

Project Management Fundamentals, Part One examines the phases of the Project Management Life Cycle, and a project manager’s role in each phase. It defines basic project success criteria and common reasons for project failure and describes techniques for setting up a strong project team and determining the elements of a Risk Management Plan.

Audience: Those with project management responsibilities or who are part of a project team.

Project Management Fundamentals, Part 2

Project Management Fundamentals, Part Two describes techniques for planning and sequencing project activities. It describes how to identify the Critical Path for completing a project on schedule. It identifies the cost elements that should be included in a project budget and describes techniques for managing deviations from budgets and schedules. Finally, it describes key elements of project management communications and reporting tools and the key activities of project close-out.

Audience: Those with project management responsibilities or who are part of a project team.

Real Estate Appraisal

This course is a thorough outline of current appraisal theory and practice, providing a practical guide to real estate appraisal for students. After successfully completing this course, you will be able to: define terms associated with real estate appraisal; discuss the formal appraisal process; understand inspections and analysis; understand cost and income approaches; estimate depreciation.

Audience: Anyone working in lending or interested in gaining an understanding of the appraisal process.

Real Estate Appraisal Review

The Real Estate Appraisal Review Online Course is designed primarily for financial institutions professionals who review and analyze appraisal reports in their job assignments. These instructions will provide basic and generic appraisal information about: Interagency guidelines, Appraisal rules, Uniform Standards Professional Appraisal Practice (USPAP), Appraisal reports, Appraisal valuation process, Concepts of value and Three approaches to value (Cost, Sales Comparison and Income Capitalization).

Audience: This course is primarily for financial institutions professionals in the following positions: Attorneys, Auditors, Appraisers, Claims Specialists, Compliance Review Examiners, Credit Specialists & Officers, Examiners, Fair Lending Specialists, Financial Management Analysts, Resolution Specialists and Senior Audit Specialists.

Credits: 10

Real Estate Law

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).

Referring Insurance & Annuities Customers

This seminar introduces the retail-banking employee to insurance products available in today’s 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 in their organization.

At the conclusion of the program participants will be able to: describe how insurance products and services address customer’s financial needs; describe the common types and features of insurance products offered through banks; describe the role of licensed insurance sellers in the bank; identify the customer characteristics that indicate needs for insurance products; explain the benefits of insurance products; and make effective referrals to bank-designated, licensed insurance sellers.

Audience: Any employee who has the opportunity to refer customers to designate licensed insurance sellers in a bank.

Referring Mutual Funds and Securities Customers

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.

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.

Referring Trust Customers

Teaches participants how to identify and refer potential trust clients. Includes terminology, the basic elements of a trust, common trust products, identifying customer needs and matching them with trust products, and making an effective referral to a trust professional.

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

Regulatory Compliance for Bank Tellers

This AIB course offers valuable information on eight regulations that directly affect the responsibilities of tellers in most financial institutions. The regulations have been divided into three categories: Privacy and Security, Deposit, and Equal Treatment.

Audience: Tellers who must demonstrate a thorough understanding of the regulations specific to the responsibilities that are part of the day-to-day job functions.

Regulatory Compliance for Call Center Representatives

This AIB course offers valuable information on ten regulations that directly affect the responsibilities of Call Center Representatives in most financial institutions. The regulations have been divided into four categories: Privacy and Security, Deposit, General Account Inquiry, and Equal Treatment.

Audience: Call Center Representatives who must effectively demonstrate a thorough knowledge of the regulations that affect bank policies and procedures.

Regulatory Compliance for Customer Service Representatives

This AIB course offers valuable information on ten regulations that directly affect the responsibilities of Customer Service Representatives in most financial institutions. The regulations have been divided into four categories: Privacy and Security, Deposit, General Account Inquiry, and Equal Treatment.

Audience: Customer Service Representatives who need a thorough knowledge of the regulations that affect bank policies and procedures.

Regulatory Compliance for Personal Bankers

This AIB Course offers valuable information on sixteen regulations that directly affect the responsibilities of Personal Bankers in most financial institutions. The regulations have been divided into six categories: Privacy and Security, Deposit, Ethics and Fair Lending, Equal Treatment, Real Estate, and Truth in Lending.

Audience: Personal Bankers who must successfully demonstrate knowledge of regulatory compliance issues.

Relationship Selling to Small Business Customers

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.
Audience: Bank personnel who are new to the small businesses market and are responsible for selling bank products and services to small business customers.


Residential Mortgage Lending

This 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. Additionally, the coverage of laws and regulations affecting mortgage lending provide an understanding of mortgage lending’s history and a glimpse into it’s future.

Audience: Financial service professionals who want a broad overview of mortgage lending.


Residential Mortgage Lending: Origination

Participants will learn how origination fits into the lending process. They will learn to complete a conventional residential application and initiate the documents needed to support the loan application, answer customer inquiries effectively and in compliance, in order to accurately prepare both your customer and themselves for the loan interview, as well as perform the required follow-up after the loan interview.

Audience: Loan officers, loan originators, mortgage bankers, mortgage brokers and anyone who interviews borrowers and completes applications for conventional residential mortgage loans.


Residential Mortgage Lending Overview

This course will designed to teach participants the steps in the lending cycle, name the steps in loan closing, understand mortgage loan products and documents, as well as types of costs associated with a loan, and to understand interest, simple interest and amortization. It describes a fixed-rate and adjustable rate mortgage. It explains the regulations that affect the lending practices, and explains how an applicant’s income, assets and debits are analyzed.

Audience: Tellers, customer services representatives, supervisors or anyone interested in learning about residential mortgage lending fundamentals.


Residential Mortgage Lending: Processing

Participants will learn how to prepare a complete file for a conventional loan. They will complete documentation for underwriting, complete documents required to close a loan, and recognize the importance of documentation and organizational liability, and how to identify how the credit decision is made, as well as, prepare the required regulatory documents, and provide customer service during the loan process.

Audience: Loan processors, mortgage bankers, mortgage brokers, loan closers, quality control specialists and anyone involved inn residential mortgage lending operations.


Residential Mortgage Lending: Servicing

Participants will learn how to service all kinds of mortgage loans, including secondary market and FHA.VA loans. The will learn to process each type of mortgage payment for six payment types, accurately process ARM payment changes & notification requirements, understand restrictions for prepayments and payoffs. The will review escrow accounts and compliance with sate & federal regulations including RESPA and Homeowner’s Protection Act. They will learn how to identify problems in borrowers’ payment habits to prevent delinquencies and change contracts with confidence. They will also learn how to assist in the foreclosure process by gathering appropriate documents and records, filing notices as needed and closing out or transferring records.

Audience: Anyone involved in residential mortgage lending and servicing.

Residential Mortgage Lending: Underwriting

Participants will follow step-by-step underwriting procedures to increase efficiency. They will learn the adjustable rate loan underwriting guidelines and risks, evaluate the loan investment potential, as well as, assess the borrower’s willingness and ability to repay through verification and documentation, locate pertinent information on the Uniform Residential Appraisal Report, investigate appraised market value and appropriate loan amounts, evaluate the loan investment potential in order to analyze compensating factors to help qualify non-standard borrowers.
Audience: Loan officers, loan brokers and anyone who specializes in underwriting or wants to become more knowledgeable about this part of the lending process. This is a challenging course. It is recommended that you have a background in mortgage loan processing or complete “Residential Mortgage Lending”.

Retirement Planning

Retirement Planning focuses on the types of retirement plans available, factors that impact various plans, and the importance of integrating retirement benefits with financial and estate planning. Activities offer an opportunity to apply guidelines that address the unique implications of retirement assets.

Audience: Trust Officers who have already achieved a basic level of knowledge and expertise in the trust field.

Retirement Products for Small Businesses

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: Bank personnel who manage small business relationships and have responsibilities referring and/or selling retirement services and products.


Revitalizing Customer Service

This workshop will have participants using a variety of exercises and group activities to define basic customer service skills and examine how the use of those skills adds to the personal and professional productivity levels of the participants. Participants will be using a worksheet throughout the day while practicing new skills or enhancing current levels of customer service. Each section will also give managers an opportunity to see how these customer service skills can benefit some key areas of managing employees such as providing constructive feedback, taking corrective action and coaching. At the conclusion of the program participants will be able to: identify and define basic customer service skills, use the basic skills in current workplace environments, understand how perspectives impact customer service, isolate personal symptoms of stress and the possible impact of those symptoms on service levels, connect three areas of communications and listening to clarify the intended message, and apply customer skills to interactions with angry or difficult customers.

Audience: All levels of employees.


Rewards & Recognition

This seminar discusses techniques for using non-monetary and small dollar value awards to recognize, reward and motivate employees toward continued and improved performance. The group will explore effective and ineffective forms of recognition and the consequences of failing to recognize people. At the conclusion of the program participants will be able to: diagnose motivational problems, and discuss various incentives for performance improvement; brainstorm reasons for and ways to recognize employees; and discuss appropriate methods of delivering recognition, and the outcomes of ineffective recognition plans.

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

Risk Management & Risk Based Supervision

Executive and bank officers, as well as anyone involved in risk management, and serving as liaison with bank regulators.

Audience: Executive and bank officers, as well as anyone involved in risk management, and serving as liaison with bank regulators.


Sales Coaching in the Bank

This seminar will prepare the sales coach to support their team for continued sales success. On-going coaching and motivation will be explored. At the conclusion of the program participants will be able to: describe the role of a sales coach; identify sales coaching opportunities; identify coaching strategies to support team members with both sales-focused and service-focused job functions; set team and individual sales goals; and motivate top sales performance.

Audience: Any person responsible for leading a bank’s sales team or sales campaign.


Sales Excellence

This course challenges financial institution employees to see themselves 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 confirming 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 tele-consulting 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.

Servicing & Growing Small Business Relationships

This seminar 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. Group discussions include turning routine follow-up activities into opportunities to grow the relationship. Participants develop a personalized strategy to conduct routine follow-up activities with customers. At the conclusion of the program the participant will be able to: Explain the importance of following up after a sale has been made; Identify routine functions that can turn into opportunities to service (protect) and grow (expand) small business customer relationships; Describe the benefits of monitoring financial statements and information on small business customer relationships; Describe the benefits of conducting site visits on small business customer 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.


Sexual Harassment in the Workplace

This course focuses on behavior awareness. Students will learn how Title VII of the Civil Rights Act of 1964 defines sexual harassment. Through a series of scenario examples, students will be engaged in identifying conduct that could be considered unwelcome or inappropriate. Two forms of harassment will be explained: quid pro quo and hostile environment. Students will be given some steps they should follow if they feel they are victims of sexual harassment. They will also be encouraged to focus on their own actions and consider how those actions may be perceived by others.

Audience: All employees

Sexual Harassment in the Workplace for Managers

This course builds on the content in Sexual Harassment in the Workplace and explains the role supervisors play in establishing and maintaining a work environment that discourages and prohibits this unwelcome behavior. Supervisors will be given tools they can use to help them create a “safe” environment for employees. Included in this course are the consequences of ignoring reports of inappropriate or unwelcome behavior that may be considered sexually harassment. A “Talking Points Worksheet” provides a checklist of tips on how to handle reports of sexual harassment.

Audience: Supervisors who have little formal knowledge of supervision.

Spanish For Bankers – Beginning

This workshop will enable participants to communicate with Spanish speaking clients in a basic manner. The participants will have the tools to be able to conduct routine banking transactions with customers at a basic level.


Spanish For Bankers – Intermediate

This workshop will enable participants to communicate with Spanish speaking clients in a more complete and professional manner. This course is for banking professional who have taken the Beginning Level or have some Spanish Language skills or exposure.


Statement Analysis

This course gives practical, hands-on experience inn making credit decisions and in examining income statements, balance sheets, cash flow statements, and other financial documents.

Audience: Commercial bank employees being trained as credit analysts.


Stocks & Bonds A to Z

This workshop is designed for people who want to learn how to invest in stocks, bonds, mutual funds or options, as well as for experience investors who want to improve their investment results and learn new investment strategies.


Successful Sales Campaigns

This seminar is designed for individuals who are managing or are involved in a sales campaign focusing on one product or a small group of products. At the conclusion of the program participants will be able to: locate and use demographic information to match bank products to the bank’s available customer base; prepare bank personnel for the sales campaign; create and maintain enthusiasm for the sales campaign; identify regulations for advertising the bank’s promotion; develop a sales campaign that gets the attention of the bank’s customers; use creative methods to track the progress of the campaign; and celebrate and evaluate the results of the promotion after it has ended.

Audience: Any banking professionals who currently take part in sales campaigns.

Supervision

Supervision blends skill-building techniques and traditional management principles to prepare students to become supervisors in today’s business world. The course will emphasize that supervision is working through people to develop and empower them to become better and more efficient in their roles, and closely follows the SCANS requirements for the five workplace competencies and three-part foundation of skills and personal qualities needed for job performance.

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

Supervisor Certificate

This course prepares new and potential first-level supervisors to handle people management duties. Among the topics covered are hiring, performance management, coaching, rewards and recognition, corrective action, managing employee relations, and managing change. Students who complete this course and the Banking Today course or equivalent experience will receive the AIB Supervisor Certificate.

Audience: New and potential first level supervisors.

Technology Applications in Mortgage Finance

This course will provide the student with tools and skill levels needed to incorporate technology into all aspects of the mortgage loan cycle.

Tele-Consulting

This course helps participants understand the unique challenges of telephone sales and learn specific techniques to overcome common obstacles to success.

Audience: Banking professional who make outbound telephone service and sales contact with an assigned client portfolio.

Telephone Etiquette

This seminar 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. At the conclusion of the program participants will be able to: prepare for typical calls you make and receive; set up your work area to support effective telephone communication; use effective call greetings as a caller and receiver; speak with an effective telephone voice; use appropriate language during telephone conversations; use questioning and listening skills that support effective telephone communication; and use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.

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

Teller Training: Basic

This course focuses on the skills new tellers need in today’s banking industry. The course reflects the changing responsibility of today’s teller and includes the most recent compliance information.

Audience: Entry-level teller

Teller Training; Advanced

This course emphasized the skills that a senior teller needs to assume broader responsibilities within the bank.

Audience: Bank tellers with at least on year of experience.

The 21st Century Supervisor Red Program

This course gives an overview of the supervisory function along with key concepts such as, identifying the challenges facing today’s supervisors. It teaches participants how to use SMART goals to develop planning strategies like, how to effectively communicate to their staff, understand their role in developing a customer-driven culture, and understand and apply the rules that govern employment issues.

Audience: New or experienced supervisors and first-line managers or those preparing for such a role.

Today’s Teller: Developing Basic Skills

This recently revised AIB course focuses on the skills new tellers need in today’s banking industry. The course reflects the changing responsibility of a teller and includes the most relevant compliance regulatory information.

Audience: Entry-level tellers

Trust Basics

This course provides you with an overview of the trust department, including how it fits into the bank’s over-all operations, the services it provides, and generally how those services are delivered.

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.

Trust Investments

This course focuses on the theory and practice of trust department investment services.

Audience: Trust department personnel, including officer trainees, paralegals, administrative assistants, and retail bank personnel.

Trust Operations

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.

Audience: Entry-level trust personnel (personal, corporate, and employee benefit), both officer and non-officer level.

Understanding Bank Products

Understanding Bank Products is designed to give students an overview of the products and services offered by banks to meet the needs of consumers and small businesses. Gaining knowledge in the range of products offered by a bank will enable students to recognize when a client has a need and then suggest the appropriate product to meet that need. The bank product information contained in this course is presented in broad strokes and describes the products from the perspective of clients and their needs. Students also have the opportunity to learn beyond the scope of the course with activities they perform on their own.

Audience: The course is designed for branch client-contact personnel with at least six months experience. Those who would benefit most include tellers, new accounts representatives, personal bankers, platform assistants, and branch manager trainees.

Understanding Financial Planning

This course enables participants to help their customer 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 a various life stages.

Audience: Staff who sell or refer products and services.

Understanding Your Construction Borrower

This AIB course provides an overview of the construction process that will help you better evaluate and serve your construction borrower. It examines the overall construction process and the documents typically required for loan approval. Also included is an overview of project types and the idiosyncrasies pertaining to them. Specific topics include construction document reviews, construction budgets, soils reports, municipal approvals, loan administration and project closing. Discussions include the loan closing, payment disbursements and title work.

Audience: Entry-level commercial lenders and small business bankers serving clients with construction needs, managers and loan officers of construction lending groups, and other bank personnel, such as analysts and loan administrators involved with construction loans.

Writing Bank Correspondence

This seminar program prepares participants to write effective business correspondence. It introduces a four-step writing process of planning, drafting, revising, and polishing memos and letters. The course also considers the format and use of handwritten and fax correspondence and e-mail messages. Participants will apply their new skills in many brief exercises and in redoing a sample of their own writing, which they bring to the seminar. At the conclusion of the program participants will be able to: Identify common barriers to writing effectively; Describe a four-step process to write business correspondence; Plan correspondence by analyzing the purpose and audience; determine the appropriate tone; and consider effective logistics; Follow specific techniques to draft effective opening and closing lines and to organize the body of a written message; Use three principles of clarity to revise and improve writing drafts; Polish correspondence by placing it in an appropriate format and proofreading it for final edits; and Describe special considerations in the format and use of faxes and e-mail messages. Note: This course does not specifically cover spelling, punctuation, and grammar. However, the Participant’s Handbook will include brief job aids and references to more extensive resources on these subjects.

Audience: Anyone who writes business correspondence such as letters to customers, memos, faxes, or e-mail messages.

Writing in the Workforce

This workshop sharpens essential skills to write effective correspondence.

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