aba performance training
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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
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7/31/2019 ABA Performance Training
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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7/31/2019 ABA Performance Training
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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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7/31/2019 ABA Performance Training
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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.
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7/31/2019 ABA Performance Training
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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7/31/2019 ABA Performance Training
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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
Your Local ABA Training Provider
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