aba performance training

7/31/2019 ABA Performance Training

1/6

ABA PE R F O R M A N C E TR A I N I N G SE R I E S

dividual Skil l Building Mo dules that Share the S ame Object ive: RESULT S


2/6

For more information, callrginia Bankers Association,r Local ABA Training Provider

at 804-643-7469r visit www.vabankers.org.

COURSE TITLE COURSE DESCRIPTION AUDIENCE LEN

PerformanceABA

T r a i n i n g S e r i e s EXECUTIVE SUMMARIES

Prepares participants to meet the ethical standards expected of financial services professionals. Coversthe general guidelines that determine banking ethics, the knowledge and skills needed to perform ethicaldecision-making, reviews of items typically included in an institutions code of conduct, and the relationship ofethics and law. Exercises will demonstrate ethical dilemmas that can arise in financial institutions, and how todetermine the appropriate action in situations that could raise ethical issues.

Ethical Issuesfor Bankers

Bank personnel at all levels. 4 hou

SP

Teaches participants how to effectively manage their time to be more productive during the workday. Covers thecreation of a daily work plan, managing phone calls, and other daily activities that take valuable time, organizingthe workspace, and other t echniques for using time effectively.

ManagingTime at Work

Bank personnel who are not currently using an organizedmethod to plan and manage their time or who want arefresher. This includes any bank employees who areresponsible for completing varied tasks in a typical day.

4 hou

SP

Provides participants with the knowledge and skills necessary to effectively communicate in writing with peersand managers within their bank, and with their clients. Covers the use of a written document as a tool forachieving a specific goal, how to create such documents through a four-step process: planning, drafting, revising,and polishing, and choosing the appropriate format f or written documents.

Writing BankCorrespondence

Anyone who writes business correspondence such as lettersto customers, memos, faxes, or e-mail messages.

6 ho

SP

Covers the basics of planning an organized, audience-focused oral presentation; the physical aspects of

presenting, such as body language, voice and gestures, handling nervousness; and dealing with disruptiveaudience members. Students design and deliver a presentation during the workshop and receive feedback from peers.

Presentation

Skills

Any bank employee who delivers presentations to

schools, community groups, business prospects, staff,senior management.

9 hou

Covers fundamental skills and techniques for using the telephone effectively on the job. Participants learn toprepare for typical calls, set up their work area, use appropriate language and use effectively questioning andlistening skills.

TelephoneEtiquette

Branch and administrative office staff who answer and makecalls to customers and other bank staff. Also, call centerstaff as an introduction to telephone skills.

3 hou

BUSINESS FUNDAMENTALS

Covers the most current etiquette guidelines for day-to-day situations to help participants avoid makinginappropriate etiquette decisions. Participants learn to make appropriate introductions, describe the impact ofpersonal appearance, recognize his/her behavior in a close work environment, and describe how commonbehaviors in the United States may be interpreted by different cultures.

BusinessEtiquette

Bank personnel in the branch and administrativeoffice environments.

3 hou

SP

Covers the different social behavioral styles and how these styles affect communication among co-workers.Participants learn how to identify their own behavioral style, what behaviors creates challenges for eachbehavioral style and strategies and guidelines for dealing with difficult co-workers and the r esulting conflict.

DealingEffectively withCo-Workers

Bank personnel at all levels. 8 hou

SP

Introduces employees of financial institutions to the Bank Secrecy Act and t he reporting responsibilities thatcome with it. Covers how to complete and submit required Bank Secrecy Act reports, explain the timeframes andprocedures for maintaining Bank Secrecy Act reports, and how to explain to clients why Bank Secrecy Act reportsare required.

BankSecrecy Act

Any bank personnel involved in the deposit/operationsor lending functions of a banking office or department. 4 hou

SP

Teaches the purpose and coverage of the Equal Credit Opportunity Act and reviews what a bank and its employeesmust do regarding the taking and processing of loan applications, including acceptable factors. Covers prohibitedbases for evaluating an application and required notifications, plus other bank compliance issues, including therequirements for reporting credit information, record keeping, and the consequences of noncompliance.

Equal CreditOpportunity Act -Regulation B

Any bank personnel involved in promoting loans,or gathering or processing information during thelending process.

4 hou

SP

Reviews the purpose of the FCRA and reviews the types of transactions and exemptions covered under it.Addresses the requirements; responsibilities and rights outlined under the Act, including special guidlines forthe sharing of consumer information between affiliates, as well as the actions students must take to helpensure compliance with the FCRA.

Fair CreditReporting Act

Any bank personnel involved in processing requests forconsumer credit.

4 hou

SP

Covers the background required to interact successfully with customers while maintaining compliance with FairLending laws and regulations. Examines fair treatment of customers and distinguishes the three types ofdiscrimination as defined in the federal Joint Policy Statement on Discrimination in Lending.

Fair Lending Bank personnel who have customer contact and deal withconsumer and real estate credit transactions or sales;processing, underwriting, and compliance personnel.

4 hou

SP

Provides activities, disclosures and specific job responsibilities that are required by the Real Estate SettlementProcedures Act (RESPA), one of the many consumer protection laws that govern f inancial institutions and mortgagelenders. Identifies the eight RESPA disclosures required at differ ent stages of the home buying process andprovides examples of each form.

Real EstateSettlementProcedures Act

Any front line staff in organizations that are subject toRESPA requirements.

4 hou

SP

Covers the conditions that led to the enactment of Regulation Z, and how to properly disclose the terms of variousloan types, advertise loan rates, disclose the cost of credit, and calculate and disclose a loans rescission period.Addresses the technical requirements of Regulation Z, including how to present required documentation andexplain terms in a way that clients will understand.

Truth inLending Act -Regulation Z

Any bank personnel who are involved in the consumerlending process.

4 hou

SP

COMPLIANCE

All titles are available for classroom delivery.

Those noted with SP are self-paced.


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COURSE TITLE COURSE DESCRIPTION AUDIENCE LEN

Individual Skill-Building Modules that share the Same Objective: RESULTS

MANAGING PEOPLE

Learn to effectively lead meetings and use them as productive methods t o communicate, solve problems andmake decisions. Covers appropriate reasons for holding meetings, characteristics and typical structure ofmeetings, principles and tools for planning, leading and participating in meetings, and how to handle distr actingproblem behaviors.

MeetingsThat Work

Anyone who leads or participates in meetings within oroutside their organization.

6 hou

Provides managers, supervisors, team leads and mentors with the knowledge and skills necessary t o assess, plan,and carry out a performance coaching dialogue with an employee. Covers recognizing a coaching opportunity,preparing a plan for a coaching session, techniques for ongoing performance feedback, and undertaking a coachingdialogue.

Coaching forSuccess

Any employee responsible for coaching others with orwithout a reporting relationship. This could includemanagers, supervisors, team leads and mentors.

3 hou

SP

Covers when and how to apply corrective action, describes an employees performance or behavior gapspecifically and objectively, and reviews strategies for motivating employees to improve. Participants learn to usea range of corrective modes in a balanced and objective manner including the progressive disciplinary model,documenting corrective action through a standard documentation template, and counseling employees towardsimprovement in a professional manner.

CorrectiveAction

Any supervisor or manager who has responsibility forevaluating and documenting employee performance.

3 hou

Presents participants with a structured process for identifying, evaluating and hiring the best candidate for a job.Covers identification of job requirements, measuring and rating skills, preparing interview questions andconducting an interview that is legal and useful.

Hiring theBest

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

6 hou

SP

Teaches participants how to evaluate and improve productivity in the workplace. Provides a carefully structuredprocess to resolve productivity problems in the work environment. Covers the managers role in improvingproductivity, the key elements of productivity, common productivity problems, obstacles to improving productivity,techniques for evaluating productivity solutions, and implementation of these solutions.

ImprovingProductivity

Any employee that leads a work team on a full orpart-time basis.

6 hou

SP

Provides participants with the skills to lead change in their organization. Covers the typical effects that change

events can have on individuals and organizations, the four- step change communication process, and effective andineffective change communication techniques.

Managing

Change

Any employee who is leading a group in a

changing environment.3 hou

SP

Focuses on the four key components of effective employee relationscompliance with legislation, managingdiversity, handling work and personal issues, and fostering open communication. Covers effective practices andguidelines for handling workplace situations that threaten positive employee relations, the supervisors role inestablishing and maintaining sound employee relations, formal problem resolution processes, and supervisorypractices that facilitate open communication.

ManagingEmployeeRelations

Any manager or team leader with one or morereporting relationships.

6 hou

SP

Provides supervisors and managers with a proactive approach to performance management through a processcalled the Performance Management Cycle. Covers the setting and communication of clear expectations withemployees, monitoring employee progress, and delivering fair and effective performance feedback and objectiveevaluations through the three st ages of the Performance Management Cycle: Planning, Feedback, and Evaluation.

PerformanceManagement

Any supervisor or manager who has responsibilityfor directing, documenting and evaluatingemployee performance.

6 hou

SP

Presents the ten basic customer service skills that clients expect from any business interaction. Covers keymethods for communicating with clients, effective listening, understanding and helping angry customers, anddealing with stress arising from customer interaction.

RevitalizingCustomerService

All levels of employees. 6 hou

SP

Provides participants with techniques for using non-monetary and small dollar value awards to recognize, rewar dand motivate employees toward continued and improved performance. Covers the diagnosis of motivationalproblems, incentives for performance improvement, effective and ineffective forms of recognition, and theconsequences of failing to recognize people.

Rewards &Recognition

Bank personnel responsible for motivating staff regardless ofthe specific reporting relationships. This could includemanagers, supervisors, team leaders and mentors.

6 hou

SP

Helps participants identify sales coaching opportunities and use basic techniques to help their staff improve saleseffectiveness. Covers the role of the sales coach, setting goals and encouraging team members to achieve them.Reviews the most effective coaching techniques for the sales environment.

SalesCoaching in

the Bank

Any person responsible for leading a banks sales team orsales campaign.

6 hou

SP

RETAIL BANKING

Learn why banks are increasingly offering alternative delivery systems to their customers. Covers which features

and benefits have the most appeal, the advantages and disadvantages of each delivery system regardingprofitability and marketing issues.

Alternative

DeliverySystems: Trendsand Issues

Any banking professional, including customer service

personnel and entry-level marketing staff, who needs tounderstand how technology and other factors are changingthe way banks service their customers.

6 hou

Provides participants with the knowledge and skills necessary to discuss and sell consumer loan products,match products to consumer needs, identify bank regulations that impact consumer credit and identify productsto cross-sell.

ConsumerCreditProducts

Any branch personnel who will be discussing or sellingconsumer credit products.

9 hou

SP

Teaches participants the knowledge and skills needed to manage a portfolio of clients for sales results.Participants will establish portfolio criteria that support institutions business goals. Covers how to selectcustomers for a sales portfolio, prepare an action plan and track activity.

Building &RetainingCustomerRelationships

Sales staff who want to implement a systematic approach tomanage a portfolio of clients or book of business.

3 hou

SP


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COURSE TITLE COURSE DESCRIPTION AUDIENCE LENG

RETAIL BANKING (CONTINUED)

PerformanceABA

T r a i n i n g S e r i e s EXECUTIVE SUMMARIES

Explores how to use Marketing Customer Information Files (MCIF) to group or segment a banks accounts.Participants will learn 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.

Identifying andLeveraging

Target Markets

Banking professionals such as entry-level marketing, branch,and operations managers, or other bank representatives

who need to identify the target markets for bank productsand services.

6 hou

SP

Provides an understanding of basic terminology, regulations, and the secondary market of mortgage lending.Participants learn how credit decisions are made.

Fundamentalsof MortgageLending

Bank personnel involved in the mortgage lending process,with less than a year of mortgage lending experience.

6 hou

SP

Provides an understanding of financial planning products and how they can fit into a specific clients financialplanning strategy. Participants will learn the key elements used to evaluate financial products and discussregulatory issues.

Introductionto FinancialPlanningProducts

Bank personnel such as personal bankers, retail bankers andcall center employees who need to know about financialplanning products offered by banks.

6 hou

SP

Provides branch and operations personnel with the skills to make confident and effective referrals. Covers

identification of financial need, making referrals appropriate to the financial need, successful referr al techniques,and how to follow up with the customer when needed.

Effective

Referrals

Bank/operations personnel who service client transactions

and are in a position to identify referral opportunities.

3 hou

SP

Focuses on using group events as a marketing tool to promote sales. Participants learn how to target theirmarket, plan group events, and use networking techniques to increase the number of business contacts made atgroup events.

Event-BasedSelling

Bankers who attend, participate in, or host community-basedgroup events.

3 hou

Teaches participants how to sell deposit products effectively. Covers identification of client needs, matchingdeposit products to client needs, how to describe deposit product features and benefits, responding to questionsand objections from clients, and closing the sale or referring the client.

Cross-SellingDepositProducts

Any bank personnel in a position to discuss deposit productsand services with customers.

6 hou

SP

Covers the basics of the consumer lending process including the application process, credit operations, creditevolution including credit scoring, pricing, loan profitability, and regulations.

Fundamentalsof ConsumerLending

Any bank personnel with little or no experience inconsumer lending.

6 hou

SP

Learn to profile prospective clients and recommend the mortgage product that would best fit their needs.Covers a variety of conventional, FHA and VA loan products to provide an understanding of products availableinternally as well as by the competition. Discusses the elements of a successful hand-off of a prospect to amortgage specialist.

ProfilingMortgageProspects

Personnel who will or currently sell mortgage loans. 6 hou

Explains the importance of determining account profitability, the profitability of each product/service a bankoffers, and shows participants how to calculate it. Participants examine the profitability of their various customerrelationships and gather data for cross-selling/up-selling the best ones.

ProfitableAccounts

All Product Managers, Office Managers, Head CustomerService Representatives, and Personal Bankers who needto be familiar with MCIF systems.

6 hou

Covers the basics of analyzing tax returns. Includes analysis of income sources, including wages, taxable andnon-taxable interest and dividends, capitol gains and losses, and rental income. Participants learn to identifyincome trends and non-recurring income, and use tax returns to identify sales opportunities.

PersonalTax ReturnAnalysis

Bank personnel who are in a position to use personal taxreturns from clients for lending analysis.

9 hou

SP

Introduces participants to the features and benefits of various insurance and annuity products. Reviews life,health, property and casualty, disability, and liability insurance, as well as annuities; identifying client need foreach type of product; the responsibilities of unlicensed employees and referral to a licensed representative.

ReferringInsuranceand AnnuitiesCustomers

Any employee who has the opportunity to refer customers todesignated, licensed insurance sellers in a bank.

6 hou

SP

Teaches participants a professional and effective process for referring clients to a licensed securities specialist.Includes an overview of securities products, identifying a clients financial needs and matching those needs to aproduct, making an effective referral to a licensed securities specialist, and ways to gather the informationneeded by the licensed specialist.

ReferringMutual Fundsand SecuritiesCustomers

Bank personnel who manage client relationships and/orwho are in a position to identify referral opportunities tolicensed specialists.

6 hou

SP

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

ReferringTrustCustomers

Bank personnel who manage client relationships and/orwho are in a position to identify referral opportunities totrust specialists.

3 hou

SP

Introduces participants to the relationship selling process, and the skills and techniques that support a clientneeds-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 ref errals.

Introduction toRelationshipSelling

Personnel involved in sales activities in aretail-banking environment.

9 hou

SP

All titles are available for classroom delivery.

Those noted with SP are self-paced.

For more information, callrginia Bankers Association,r Local ABA Training Provider

at 804-643-7469r visit www.vabankers.org.


5/6

Individual Skill-Building Modules that share the Same Objective: RESULTS

COURSE TITLE COURSE DESCRIPTION AUDIENCE LENG

SMALL BUSINESS BANKING

Covers borrowing causes, loan purposes, and repayment sources, features and benefits of small business creditproducts, and matching of small business credit products to client needs. Reviews communicating the creditdecision effectively including approvals, counter-offers, and declines, and regulations relating to small businesscredit products.

Credit Productsfor SmallBusinesses

Bank personnel responsible for selling credit products to thesmall business customer and/or responsible for identifyingsales opportunities and referring small business lendingprospects to the appropriate bank contacts.

9 hou

SP

Learn general banking needs, and recognize potential non-credit needs. Covers common deposit and non-creditproducts by focusing on the benefits to the small business customer; and how to connect the needs of differentbank products with the life cycle of the business.

DepositProducts &Servicesfor SmallBusinesses

Bank personnel new to the small business market who areresponsible for servicing small business customers.

6 hou

Provides participants the tools needed to analyze financial statements. Covers terminology, the steps associatedwith analyzing different financial statements, including the income statement, the balance sheet and the cash flowstatement. Students review calculation and interpretation of key ratios, and how to perform a cash flow analysis.

Introduction toAnalyzingFinancialStatements

Bank personnel responsible for reviewing financialstatements for the purpose of assisting in making lendingdecisions, monitoring the ongoing health of t he business,or conducting the initial financial analysis.

9 hou

SP

Introduces participants to the different types of financial statements used by small businesses. Provides a basicintroduction to balance sheets, income statements, cash flow statements, and tax return forms and how these areused in the lending process to reach meaningful conclusions about the health and stability of the business.

Overview ofFinancialStatements

Bank personnel who are involved in any aspect of the smallbusiness lending process but who have little experiencewith financial statements.

6 hou

SP

Teaches participants how to successfully refer small business clients to retirement product specialists. Covers thecharacteristics of different retirement products, identification of small business owners retirement needs, andmatching owners needs with retirement products. Learn when to refer to a retirement product specialist.

RetirementProducts forSmallBusinesses

Bank personnel responsible for managing small businessrelationships or with responsibility for referring and/orselling retirement services and products.

3 hou

SP

Helps participants prepare and execute the perfect sales call. Covers the different call purposes includingIntroductory, Profiling, Presentation, and Follow-up. Helps participants plan a sale and relationship building

strategy for conducting face-to-face calls built on an understanding of business types, life stages, and their ownlocal market.

Calling onSmall Business

Customers

Bank personnel responsible for face-to-face small businesscustomer calls.

3 hou

SP

Provides participants with techniques to extend the small business relationship beyond the initial sale. Covers thedifferent legal structures of small businesses; types of small businesses and their needs and expectations;information used to monitor a relationship with a small business including financial information, client records,and the value of site visits for uncovering additional information.

Servicing andGrowing SmallBusinessRelationships

Bank personnel responsible for managing andgrowing a portfolio of small business customers.

3 hou

SP

Teaches participants to build success ful relationships with small business clients by gaining knowledge of thesmall business market. Covers the operating and business cycles of small businesses, characteristics ofsmall business markets, business legal structures, life stages of businesses, and matching business products andservices to client needs.

Fundamentalsof SmallBusinessBanking

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

9 hou

SP

Covers a complete sales cycle. Learn the unique needs of small business customers; the operating cycle and lifestages to evaluate needs and present solutions. Learn about a profiling tool that addresses the specific needs ofthe different business types.

RelationshipSelling toSmall BusinessCustomers

Bank personnel who are new to the small business marketand are responsible for selling bank products and servicesto small business customers.

6 hou

SP

RETAIL BANKING (CONTINUED)

Introduces participants to the importance of financial planning. Participants will gain general knowledge ofvarious financial products, and learn to assess a clients financial needs by evaluating their curr ent financialsituation using net worth, rate of savings, and cash flow. Participants will also examine how personal factorssuch as risk tolerance, goals, and time fr ame, affect a clients investment decisions.

UnderstandingFinancialPlanning

Any employee who wants to understand the basics offinancial planning and what financial planners do.

6 ho

SP

Participants will learn to run an effective sales campaign using step-by-step techniques for involving each staffmember in various aspects of the sales campaign. Covers how to set campaign objectives, use of demographicinformation to target clients, development of effective of sales campaigns, managing simultaneous campaigns,shopping competitive banks to help shape the campaign, and preparing bank personnel for campaigns.

SuccessfulSalesCampaigns

Retail bank personnel who lead or part icipate insales campaigns.

3 hou

SP

Learn to use the telephone as a strategic tool to enhance service and sales performance. Learn the uniquechallenges of telephone sales and techniques to overcome the common success obstacles andmaximize advantages.

Tele-Consulting Banking professionals who need to make outboundtelephone service and sales contact with an assignedcustomer portfolio.

6 hou


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1120 Connecticut Avenue, NWWashington, DC 20036

1-800-BANKERSwww.aba.com

700 East Main Street, Suite 1411Richmond, VA 23219

804-643-7469www.vabankers.org

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aba performance training

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