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Canadian Credit Union Library

CU Training’s Canadian credit union course library gives your employees the information they need to maintain compliance, deliver superior member service, and increase assets. Choose from a wide range of credit union training topics covering anti-money laundering (AML), leadership, orientation, sales, and teller training as well as complete director and board training courses. 

Click on a series title below to view its course listings and descriptions.

BEST07 Getting Started Add value to member relationships by viewing each member as an individual, and consistently thinking of ways to help them succeed financially. This course explains how employees can gain knowledge about themselves, their role within the credit union, their co-workers and their roles, and the financial products and services the credit union offers.

Topics: professionalism, being the best, communication, teamwork, role models.
BEST08 Tools of the Trade This course explains the importance of knowing who your members are, what the credit union can do for them, and staying in touch through good communication.

Topics: product knowledge, advertising, campaigns, brochures, newsletters, banking system, phone, internet.
BEST09 Taking Action Professional sales representatives learn to overcome anxiety about the sales process by controlling the situation, rather than allowing it to control them. This course explains how employees can overcome their concerns about selling through determination, education, and practice.

Topics: time management, goal setting, planning and practice.
BEST10 In the Beginning This course discusses the credit union member experience — why members stay, and why they leave, and explains how to interact with members to build loyalty to the credit union.

Topics: creating member loyalty, why members leave, the market within, word-of-mouth, the selling process.
BEST11 Now You’re Into It! The outcome of a properly executed sales process is a good match between a member’s financial needs and credit union products. This course discusses the different elements of the selling process, from greeting the member to closing the sale.

Topics: greeting and engaging the member, identifying needs, listening, opening the sale, successful referrals.
BEST12 The Close This course teaches employees how to deal with questions and objections, and how to ask for the business in a way that is both natural for the member and comfortable for the employee.

Topics: understanding and responding to objections, rates, ways to close.
BEST01 The Value of Good Service Explains how member service directly affects a credit union’s success, and details how members’ ongoing business is the primary source of income that allows credit unions to exist, grow, and prosper.

Topics: why provide good service, impact of poor service, service culture, policies, personal commitment.
BEST02 Understanding Service Expectations Emphasizes the need to understand members’ service expectations, what motivates them, and why they act and react the way they do. Explains that members expect to be treated fairly, receive value for what they’ve subscribed to, and obtain a speedy resolution to any problems.

Topics: acceptable vs. exceptional service, special cases, consistency and commitment.
BEST03 Communicating With Members The practice of communication goes far beyond simply having an ability with words. This course discusses the communication skills — both personal and technical — that employees must know to deliver great customer service.

Topics: credibility, sending and receiving skills, voice and body language, telephone and writing skills.
BEST04 Keystones: Knowledge & Courtesy Explains how members take stock of a service provider, including their clothing, how they present themselves to others, their graciousness, and particularly, their knowledge of the products or services they represent.

Topics: product knowledge, courtesy benefits, courtesy statements, courtesy actions, courtesy under fire.
BEST05 You Can Make It Better When complaints are dealt with quickly and sincerely, the process can generate goodwill, which can result in higher member satisfaction and increased loyalty. This course teaches employees to perceive complaints as an opportunity to both resolve the complaint and win the member’s loyalty.

Topics: perception vs reality, listening, empathy, keeping your cool, inducing and reducing anger, follow through.
BEST06 Personal Service Strategies Guides employees towards improved member service by establishing a personal service strategy, and assists them to create a detailed plan and set of goals to become an exceptional member service provider.

Topics: knowing your role, under-promise and over-deliver, going the extra mile, the personal service statement.
BUS01 Introducing Business Accounts To correctly open a business account with all of the appropriate documentation, the employee must understand what type of account the member wants to operate. This course focuses on identifying the various types of businesses, and the documentation required for each.

Topics: identification and shares, business types, documentation, resolution appointing signing officers.
BUS02 Business Services & Everyday Issues Familiarizes employees with the basic operation of business accounts, including the elements of good business practice, and the availability of optional services that are based on the member’s business type and signing authority requirements. Also discusses the everyday operation of business accounts, delivery agents, and additional account requests.

Topics: trade names, verbal instructions, direct services, ATM cards, cheque cashing, cash withdrawals.
BUS03 Changing Signing Authority Explains the policies and documentation required when a company wants to change the signing authority on its account. It also reviews ‘power of attorney’ — the authority given by the owner of the account to another individual, company, or attorney to operate the account.

Topics: changing signing authority and setting up the power of attorney for different business types
BUS04 Trust Accounts Prepares employees for opening and monitoring trust accounts commonly held by realtors, solicitors, family estates, and parents saving for their children. Also reviews documents and identification requirements for different types of trust accounts.

Topics: types of trusts, documented vs undocumented, minor children, solicitors’ trusts, documentation.
CLR01 Overview of Incoming Clearings "Clearing" denotes all activities from the time a commitment is made for a transaction until it is settled. Clearing of payments is necessary to turn the promise of payment (e.g., in the form of a cheque or electronic payment request) into actual movement of money from one financial institution to another. This course includes an overview of the clearing process, plus an explanation of how to manage incoming clearings.

Topics: Canadian qualified and rejected clearings, settlement points, US qualified and rejected clearings.
CLR02 Qualified and Rejected Items On a daily basis, the Data Processing Centre sends credit unions clearing items and a clearing file that updates member accounts. The credit union is responsible for ensuring that the dollar value of the amount charged to the credit union account is correct. This course includes an overview of the clearing process, plus an explanation of how to manage incoming clearings.

Topics: data processing bag, reports, balancing, un-postable items, verification of cheques, flagged items.
CLR03 US Qualified and Rejected Items Credit unions process U.S. items on a daily basis. This course explains how to deal with U.S. qualified and rejected clearing items.

Topics: reports, un-postable items, verification of cheques, flagged items, balancing rejected items.
CLR04 Dishonour and Return of Cheques The credit union may refuse to honour a member's cheque for a number of reasons such as insufficient funds, account closed, or funds not cleared. When this occurs, the cheque is returned to the negotiating financial institution through the clearing system. This course discusses the procedures for processing returned cheques, cheque imaging and centralized cheque returns.

Topics: reasons, rights of recourse, returned item envelope, cheque imaging, statements, member access.
CLR05 Automated Funds Transfer Automated Funds Transfers (AFTs) are automatic transactions such as monthly loan or utility payments pre-authorized by the member. AFTs are electronic transactions processed by one financial institution to debit or credit an account at another financial institution. This course explains the procedures for dealing with pre-authorized debit transactions (PADs).

Topics: preauthorized debits, the AFT process, reports, balancing, posting, returning AFT transactions.
COLL01 Introduction to Collections Introduces the fundamentals of collecting delinquent debt, the importance of the collection department in maintaining a successful loan portfolio, standards for collector conduct, organization of the collection function, and some of the reasons for member delinquency. Also discusses collection techniques used in the early stages of delinquency.

Topics: collections overview, collector conduct, collections department objectives, delinquency control, causes of delinquency, over-extension of credit, other causes of delinquency, organization of the collection function, preliminary collection techniques, counselling and debt consolidation.
COLL02 The Collection Cycle Introduces all stages of the collection cycle, including early delinquency, acceptable personal contact, workout situations, serious delinquency, bankruptcy, write-offs, and recovery. Discusses the remedies available to collectors at each stage, and the importance of resolving delinquency before it becomes a serious problem.

Topics: Collection cycle stages, early stage delinquency, personal contact stage of delinquency, workouts, serious delinquency stage, legal action, bankruptcy, write-offs, recovery operations.
COLL03 Collection Procedures Details collection actions, including escalation, depending on the severity of the delinquency. Provides guidance for effective collection calls, use of collection letters, revocation of ‘plastic card’ access, exercising right of set-off, repossession, proceeding with legal action, and use of third party collection agencies.

Topics: collection calls, collection letters, plastic card termination, right of set-off, initiating repossession, post-repossession actions, legal action, third party collection agencies, write-offs.
COLL04 Overview of Collection Laws and Regulations Provides an overview of provincial and federal laws governing credit reporting and debt collection practices, including the credit union’s role in maintaining accurate credit information at credit bureaus, resolving member disputes related to credit information, and complying with restrictions on the collection, disclosure, and use of credit information. Introduces provincial legislation governing debt collection practices. Discusses prohibited practices, the importance of complying with privacy legislation, and restrictions on communicating with the debtor, the debtor’s employer, and other persons.

Topics: introduction to debt collection laws, credit reporting, reporting delinquencies to credit bureaus, disputes and notices, debt collection practices, communications with the debtor, permissible contacts, prohibited debt collection practices, privacy legislation and collection.
LEN01 What is Consumer Credit? Borrowing money is a significant event to most members; therefore, understanding the elements of the lending process is critical. This course reviews different types of loans and loan issues — good loans vs. bad loans, security or collateral — and also provides a detailed overview of the consumer loan document, as well as general lending terms and conditions.

Topics: good and bad loans, terms and conditions, loan documentation, rates, terms, amortization, security.
LEN02 Loan Products Presents varying types of consumer loans, including personal, RRSP, and demand loans, lines of credit, and credit cards. Also discusses creditor insurance.

Topics: personal loans, demand loans, RRSP loans, lines of credit, credit cards, creditor insurance.
LEN03 Application and Assessment Process Looks at the loan application and assessment process. Begins with the loan interview, and illustrates how the process might feel to a member. Discusses ways to deal with the member’s uncertainties, but also how to recognize opportunities to expand the member’s credit union business.

Topics: interview, application, uncertainties and opportunities, completing, maintaining the relationship.
LEN04 The Background Stuff Explains the investigation that must be completed before a loan can be approved. Also discusses the ratios used to determine if a member can afford the loan payment, and the credit history checks that are performed.

Topics: 8 Cs of credit, investigating, credit worthiness, debt service ratios, refinancing, payment schedules.
LEN05 The Approval Whether a loan can be approved often depends on the security the member provides. This course examines what is involved in getting a loan approved, and in particular, discusses valuing and verifying the security that will be attached to the loan.

Topics: obtaining approval, lending policies, security, verification, registering collateral.
LEN05a Credit Reporting Basics This course explores one of the five ‘C’s of consumer lending — credit — and specifically, credit reporting. Examines the importance of credit history and how it’s reported.

Topics: credit history, credit reporting agencies, credit reports, credit scores, beacon score, credit fraud, credit report monitoring, filing a credit report dispute or consumer statement, discussing credit report discrepancies.
CSEC01 Introduction to Cyber Security The risk of cyber attacks against financial institutions is widespread. While organizations take steps to guard against these risks, it is critical that employees understand that cyber security is a shared responsibility. This courses discusses the risks, as well as each employee’s role and responsibilities in maintaining their credit union's cyber security.

Topics: cyber security importance, protecting information, your role in information security, best practices, document and information disposal, cyber crimes and criminals, risks of personal electronic devices.
CSEC02 Cyber Security for Directors & Senior Management Once the domain of corporate IT departments, the risk of cyber crime now needs to be understood by credit union board members, executive, and senior management. This course discusses the importance of developing and implementing a cyber security system, including corporate strategies, policies, and procedures to guard against current and emerging risks.

Topics: cyber security measures, roles and responsibilities, identifying risks; annual reviews and reporting, systems and information security, policies and procedures, security controls, assessment and remediation, incident response and management, data recovery.
CSEC03 Schemes, Scams and Spies
for IT, Risk, Security & Privacy Staff
Details how the various types of cyber crime continue to escalate, as well as the growing frequency and sophistication of cyber attacks. Explains how leaders within your organization must understand the risks, and be aware of emerging criminal techniques used to gain access to private and confidential information and systems. Discusses the importance of staying on top of current threats, and managing employees, who are the first line of defense against cyber attacks.

Topics: malware, phishing, pharming, zero day attacks, controlled access to information and administrative privileges, online confidentiality, best practices for employee compliance.
CSEC04 Devices and Systems
for Management, IT staff and staff using remote/mobile devices
Emphasizes why it is important to inventory and manage all hardware devices and software running on your credit union’s network to prevent unauthorized access. Explains how cyber criminals are continuously scanning to identify and infiltrate vulnerable systems. Discusses the importance of inventory and control systems for devices and software, as well as a layered security strategy.

Topics: personal devices, smartphones, cloud computing, social networks, mobile banking, mobile and remote employees, virtual private networks.
CSEC05 Software and Systems Controls
for all IT staff
Software and system controls are critical as today’s cyber criminals scan targeted companies to find vulnerable software they can exploit or to distribute malware. This course discusses the importance of awareness and control of all network software and systems to secure an organization’s assets.

Topics: secure hardware configuration, software security, 3rd party service provider information and systems, wireless access control, secure configuration for network devices and ports, protocols and services, boundary defences, penetration testing.
CSEC06 Keeping Kids Safe Online
for all staff
Keeping children safe online is everyone’s responsibility. This course familiarizes employees with the risks that kids face online, and discusses resources and ways to keep kids safe on the Internet.

Topics: using the Internet, parental controls, risks kids face online, cyberbullying, sexual content, cyber security tips for parents and caregivers, cyber safety tips, where to get help
CSEC07 Savvy Social Media Security
for all staff
Social media has become an integral part of our daily lives. While social networks such as Facebook offer many benefits, it is important to be aware of the risks of sharing personal information online. Discusses inherent risks associated with social media, how criminals exploit social networks, and tips for using social media safely.

Topics: social media activities, risks of social media, how cyber criminals exploit social media, social media safety tips, what happens online stays online, passwords
CSEC08 Smartphone and Mobile Device Security
for all staff
Mobile devices are often used for sensitive activities such as online banking, shopping, and social networking. The proliferation of these devices has opened the door for cybercriminals to exploit those who are unaware of the risks. Understanding the risks of free Wi-Fi and the appropriate security settings for websites accessed by mobile devices is critical to protecting personal information. Discusses cyber security best practices when using mobile devices.

Topics: smartphones, mobile operating systems, mobile security best practices, how to access Wi-Fi securely, location (GPS) tracking, permissions
EST00 The Wills and Succession Act
- BC only
Introduces BC’s Wills, Estate and Succession Act (WESA), which replaced the Estate Administration Act, March 31, 2014, and discusses WESA aspects that credit unions must be aware of. Examines the challenges and responsibilities that members face when dealing with the assets or estate of a deceased individual, as well as the financial risks to the credit union if an estate file is handled incorrectly.

Topics: understanding WESA, terms and definitions, changes to rules and regulations, timelines and application forms, division of property and survivorship changes, WESA and BC’s Insurance Act and family laws.
EST01 Your Role Explores the stages of grief, and discusses how to offer caring support appropriately. Also explains terminology used in estate administration, and the legal framework that forms the foundation of our estate policies.

Topics: grief, definition of estates and wills, valid wills, estate planning, legislation, forms.
EST02 The Notification Process Examines the initial procedures involved in dealing with an estate, including the initial advisement, confirming the estate representative, and understanding the role of the estate representative.

Topics: notification, initial procedures, confirming the estate representative, role of estate representative.
EST03 Transactions Explains what happens with transactions to and from a sole or joint account after the date of death. Also discusses opening and administering an estate account, and handling transactions that occur after the estate account is closed.

Topics: requests for information, sole and joint account transactions, estate accounts, after account is closed.
EST04 Releasing Funds Addresses how to release funds from the accounts belonging to the deceased, the implications of the right of survivorship, and how this right applies to releasing funds in different situations. This course also discusses handling the release of assets from registered plans.

Topics: releasing funds, joint assets with and without right of survivorship, sole assets, registered funds.
EST05 Other Products Examines the technical procedures for dealing with products and services such as demand accounts, business accounts, trust accounts, shares, loans and lines of credit, Canada Savings Bonds and travellers cheques. Explains allowing access and releasing contents from safety deposit boxes.

Topics: shares, loans, mortgages, credit cards, trust accounts, safety deposit boxes, Canada Savings Bonds.
EST06 POAs and Representation Agreements
- BC only
Explains how Powers of Attorney (POAs), Representation Agreements, and Committee Orders are used to assist with decision making, and how each should be handled by the credit union. Reviews the risks that these tools can create for the credit union, if handled incorrectly.

Topics: agreements (BC Only), Powers of Attorney (POAs), Representation Agreements, Committee Orders.
LAD01 Your Role Designed to help employees who administer loans feel comfortable with the lending process and the daily procedures required to maintain a smooth and efficient lending function. Explores where to get information, how to administer the process, and how to deal with questions from borrowers.

Topics include: procedures, filing, computer reports, credit inquiries, credit checks.
LAD02 Details…Details Focuses on specific lending procedures, including disability claims, accounting for appraisal and inspection fees, completing lien searches, and conducting audits of loan and mortgage files.

Topics include: creditor insurance, death claims, appraisal and inspection fees, paid out files, audit, lien searches.
LAD03 Disbursing Funds Loan disbursements involve large sums of money. Examines how to prepare for disbursing loan and mortgage funds, and the documentation required for each.

Topics include: personal loans, conventional mortgages, CMHC and construction mortgages, mobile home loans.
LAD04 Lending Support Discusses post-lending situations and requests, such as preparing commitment letters, completing bank confirmations, dealing with requests for interest statements and preparing for payouts.

Topics: registering security agreements, discharges, payouts, commitment letters, confirmations, statements.
OR01 Welcome to Credit Unions Examines how credit unions came to be, with special emphasis on the contribution Canadians have made to the credit union movement. Includes a snapshot of the credit union system in Canada, a look into the unique cooperative structure of credit unions, and an introduction to the worldwide network of support organizations and affiliated companies.

Topics: credit union history and values, the employee’s role, the credit union difference.
OR02 The Credit Union Movement Your credit union is part of a worldwide network of support organizations, affiliated companies, and major organizations. This course introduces the credit union hierarchy and some of the major organizations that are a part of the credit union system.

Topics: the credit union system in Canada and around the world, central credit unions, deposit insurance.
OR03 Credit Union Structure Credit unions have a unique democratic structure. This course explains why credit unions call their customers 'members', examines how a Board of Directors is chosen, and reviews the Board’s responsibilities. It also discusses the major differences between credit unions and banks.

Topics: members, board of directors, employees, credit union operations, comparison to banks.
OR04 Credit Union Business Credit unions are modern, full service financial institutions offering members products equal to any large financial institution. This course introduces the large number of products available to credit union members.

Topics: demand accounts, investment options, retirement savings, loans and mortgages, insurance.
OR05 About Your Credit Union Serves as a template for an introduction to your credit union, and can be customized to present its unique history, vision, cultural values, and commitment to members.

Topics: history, mission statement, culture, commitment to members, management team.
OR06 Your Credit Union Career Serves as a template for an employee handbook. Includes human resources policies applicable to credit unions, such as security and confidentiality, compensation, benefits programs, performance management, and support for training and personal education programs.

Topics: employee relations, special programs, professionalism, confidentiality and security, hours of work.
OR07 Your Benefits Program Serves as a template for an introduction to your credit union’s benefits program, with generic material covering medical, dental, and other personal insurance programs, and special benefits such as pension plans and discounted loans.

Topics: medical benefits program, special benefits, pension plan.
OR08 Long Term Possibilities Underwriting properties that maintain their value requires adherence to property standards, both urban and rural. Examines the types of properties that can be mortgaged, and discusses placing a mortgage on raw land.

Topics: training, education, performance, compensation, career advancement.
REL01 What's a Mortgage Explains the history of mortgages, and mortgage terms and concepts. Discusses mortgage interest and how it is calculated, interest adjustment date, amortization, the term of a mortgage, and types of payment structures.

Topics: the mortgage contract, features, rate types (fixed, floating and variable), interest, amortization, term, payments.
REL02 The BIG Picture Mortgages differ depending on a number of factors: how the funds will be used, the type of property, and whether the home already exists or is being built. This course reviews mortgage features such as the flexibility of payments and payouts, assumability, and portability.

Topics: creditor insurance, death claims, appraisal and inspection fees, paid out files, audit, lien searches.
REL03 The Players Focuses on the people involved in the mortgaging process including mortgagors, guarantors and mortgagees, second mortgagees, brokers, underwriters and appraisers, lawyers, notaries, insurers, and the credit bureau.

Topics: personal loans, conventional mortgages, CMHC and construction mortgages, mobile home loans.
REL04 The Property Examines the types of properties that can be mortgaged, including placing a mortgage on raw land.

Topics: registering security agreements, discharges, payouts, commitment letters, confirmations, statements.
REL05 The Mortgaging Process Examines the mortgaging process, including the applicant’s mortgage interview, the property appraisal, and the mortgage approval. Also discusses the completion date, possession, and mortgage maturity.

Topics: personal loans, conventional mortgages, CMHC and construction mortgages, mobile home loans.
RSP01 What are RRSPs? Explains the history and basic purpose of RRSPs, who can have an RRSP, and how RRSPs affect personal income taxes.

Topics: what are RRSPs, who can contribute, earned income, tax deductions and deferral, sheltering.
RSP02 Terms and Conditions Discusses specific RRSP regulations, including contribution deadlines and limits, withdrawals, and how mature RRSPs are handled.

Topics: deduction limits, pension adjustments, deadlines, over-contributions, withholding tax, beneficiaries.
RSP03 Types of RRSPs Reviews investments eligible for inclusion in RRSPs, the three categories of RRSPs (self-directed, spousal, and group), and how RRSPs can be used to purchase a home or invest in education.

Topics: eligible investments, content restrictions, self-directed, group, home buyers plan, LLP.
RSP04 RRSP Investment Options Discusses common RRSP investment options (savings accounts, term deposits, bonds, and mutual funds). Self-Directed RRSP options and Locked-In Retirement Accounts are also examined.

Topics: conventional, self-directed, locked-in, investment products, terms, bonds, mutual funds
RSP05 CU RRSP Products Examines the numerous RRSP investment products, including savings accounts, fixed rate deposits and mutual funds.

Topics: savings accounts, term deposits, index-linked terms, investment equity shares, RRSP loans.
RSP06 Selling RRSPs Many people will not make an RRSP investment without prompting. This course presents typical comments and queries from someone who is new to selling financial products, and is intended to help employees feel comfortable suggesting RRSP purchases to members.

Topics: importance of product knowledge, plan and prepare, greet, engage, listen, present.
RSP07 Registered Educations Savings Plans (RESP) Explores RESPs in detail, including information on the Canadian government’s 'Education Savings Grant’ that matches a portion of all funds deposited to RESPs.

Topics: RESP plans and investments, CESG, beneficiaries, contributions, educational assistance payments.
RSP08 Retirement Income Options (RIF) Focuses on Retirement Income Options that can help taxpayers maximize retirement income, while saving on personal income tax. Discusses what an RIO is, who can have an RIO, and the types of retirement income options available.

Topics: sources of income, retirement income planning, RIOs, pension and tax.
RSP09 Registered Retirement Income Funds Registered Retirement Income Funds are an important product for credit union members. Discusses the basics of RRIFs, LIFs and LRIFs.

Topics: eligible funds, when to start, minimum payments, withholding tax, beneficiaries, attribution rule.
RSP10 Choices Explores some of the fundamental choices people must make — consciously or unconsciously — on their financial journey toward retirement.

Topics: RRSP or mortgage prepayment, home buyers withdrawal, RESP or trust account, RRIF or annuity.
RSP11 Beneficiary Designations Explains the implications of various beneficiary designations on registered products, how funds are disbursed after death, whether tax is immediately payable or deferred, and whether the surviving spouse can access the funds immediately or only once the will has been probated.

Topics: estate planning, RRSP contract, types of beneficiaries, successor annuitant, changing beneficiaries.
RSP12 Asset Selection As financial professionals, employees can be instrumental in educating members in the fundamentals of asset selection within their growing portfolio. This course is a first step in that direction.

Topics: choosing an asset mix, cash, fixed income, equities, OAS and CPP, RRIFs, calculators.
RSP13 Tax Free Savings Accounts (TFSA) Introduces TFSAs, including who is eligible, how much can be contributed, which investments qualify, tax implications (including withdrawals and over-contributions), and which rules apply to successor holders/beneficiaries upon death of the account holder, transfers due to marriage/relationship breakdown, and non-residency.

Topics: what is a Tax-Free Savings Account, eligibility, contributions and limits, qualifying investments, tax implications.
RSP14 Registered Disability Savings Plans (RDSP) Introduces RDSPs, including eligible beneficiaries and holders, contribution limits, tax implications, government support, payments from the RDSP, and the impact on eligibility for other benefits.

Topics: what is an RDSP?, eligibility, beneficiaries, contributions, tax implications, Canada Disability Savings Grant, Canada Disability Savings Bond, payments from an RDSP, limitations on payments from an RDSP, RDSPs and eligibility for other benefits.
AML00 AML Bulletins Monthly case studies and discussion on current anti-money laundering/anti-terrorist financing (AML/ATF) events and issues. Provided in partnership with AML and fraud experts, MNP LLP, these bulletins are intended to assist efforts to assess, document, and control risks. These bulletins are designed to form an integral part of your ongoing training program, and can be used for independent study, or as the basis of an informed team discussion.
AML01 AML for Chief AML Officers Describes the required components of a Canadian credit union’s AML/CTF compliance program, FINTRAC’s expectations of those components, and related best practices. Examines what you can expect during FINTRAC examinations, and discusses the potential for administrative monetary penalties and fines.

Topics: your CU Compliance Program, FINTRAC, Bill C-9, additional resources, examinations, action plans, timelines, administrative monetary penalties, Bill C-9, tax evasion, due diligence.
AML02 AML Basics Discusses the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA) legislation applied to financial entities and intermediaries. Examines how the PCMLTFA plays an important role in protecting Canada’s economy and security, and supporting our international responsibility to detect and deter money laundering and terrorist financing activities.

Topics: definition of money laundering, stages of money laundering, terrorist financing, money laundering & terrorist financing legislation, compliance and penalties, FINTRAC, verifying identity, record keeping requirements, reporting requirements, suspicious transactions, identifying suspicious transactions and activities, terrorist property, prescribed transactions, know your members.
AML03 AML for Board and Senior Management Examines how credit union boards and senior management play a vital role in maintaining an effective anti-money laundering/anti-terrorist financing compliance regime. Discusses how legislative requirements to deter, detect, and report money laundering and terrorist financing activities affect all areas of a credit union’s operations, and how compliance with the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLFTA) and its regulations can help deter illegal activities.

Topics: United Nations Act, Financial Action Task Force, corruption of foreign officials, other regulatory bodies, PCMLFTA, AML-ATF compliance programs, board and management oversight, roles and responsibilities, board’s role in risk management, compliance program requirements, penalties for non-compliance, criminal penalties, red flags.
AML04 AML Reporting – STRs & LCTRs Introduces the requirements set out in the PCMLTFA for Suspicious Transaction Reports (STRs) for reporting suspicious transactions and attempted transactions, Large Cash Transaction Reports (LCTRs) for reporting cash transactions of more than $10,000, and Terrorist Property reports for reporting property held or controlled by the credit union that may belong to or be controlled by known terrorists or terrorist groups.

Topics: Suspicious Transactions, Suspicious Transaction Reports (STRs), failure to comply, red flags, Large Cash Transactions (LCTs), Large Cash Transaction Reports (LCTRs), LCT report alternatives, agent agreements.
AML05 AML Reporting – Wires and EFTs Discusses how The Proceeds of Crime (Money Laundering) and Terrorist Financing Act and its supporting regulations set out strict requirements for reporting and record keeping related to sending wires and Electronic Funds Transfers (EFTs) to and from Canada.

Topics: definition of an EFT, incoming and outgoing EFTs, non-SWIFT EFTs, exceptions to incoming SWIFT/Non-SWIFT EFTs, exception to the 24 hour rule, identification requirements, originator information, EFTs in foreign currency, other important checks prior to an EFT submission, red flags.
AML06 AML for Lenders Money laundering through loan fraud is a multifaceted activity that includes several types of criminal activities. This course examines money laundering in the lending industry, money laundering in construction lending, external real estate money laundering schemes, when a forfeiture of illicit funds may be warranted, insurance and securities money laundering risks, and red flags in lending.

Topics: money laundering in lending, construction lending, money laundering via real estate, red flags, forfeiture of illicit funds, insurance, securities.
AML07 AML – Risk-Based Approach As well as meeting requirements for client identification, record keeping, and reporting, evaluating your credit union’s exposure to risk from money laundering is a regulatory necessity. This course examines how a risk-based approach analyzes risks inherent in the credit union’s business (including its products and services), delivery channels, geographic locations, member relationships and any other relevant risks.

Topics: Canada and the Financial Action Task Force, the Risk-Based Approach, risk assessment, relationship risks, risk assessment factors, risk level assessment matrix, legislated and generic risk controls, risk-focused controls, dealing with members and risk measures, management’s role, effectiveness, penalties.
AML08 AML for CUETs Financial Discusses the requirements for an agent acting on behalf of CUETS Financial for MasterCard credit card applications and accounts.

Topics: AML procedures for consumer credit card account applications supporting CUETS’ Know Your Customer requirements, regulatory compliance requirements for Business credit card account applications, supporting CUETS’ Know Your Business efforts, requirements for verifying identification and documentation specific to each type of account.
REG01 Privacy Examines the concern for protecting personal information, and how organizations collect and use information. Discusses the Canadian Personal Information Protection and Electronic Documents Act (PIPEDA) and the Personal Information Protection Act (PIPA), designed to safeguard the collection and use of personal information.

Topics: privacy laws – PIPEDA and PIPA, 10 privacy principles, standards, procedures, opting out, complaints.
REG02 & REG02ON Health and Safety for Managers This course helps managers and supervisors understand their responsibilities under occupational health and safety laws. Discusses working with employees and the joint health and safety committee to prevent and minimize workplace hazards, reporting and investigating accidents and incidents, and their role in changing workplace policies and procedures to improve health and safety.

Topics: OHS program and provincial legislation, Bill C-45, due diligence, joint health & safety committee, workplace safety inspections, accidents, incidents & occupational diseases, accident response & first aid, accident & incident reporting and investigations, preventions, fire safety, evacuation procedures, earthquakes & emergency preparedness, back health & safe lifting, office ergonomics.
REG03 & REG03ON Health and Safety for Employees This course helps employees understand their rights and responsibilities under occupational health and safety laws. Discusses sound work practices and procedures to ensure the health and safety of everyone in the workplace.

Topics: OHS program and provincial legislation, Bill C-45, due diligence, joint health & safety committee, workplace safety inspections, accidents, incidents & occupational diseases, accident response & first aid, accident & incident reporting and investigations, preventions, fire safety, evacuation procedures, earthquakes & emergency preparedness, back health & safe lifting, office ergonomics.
REG04 Workplace Violence and Harassment Violence or harassment in the workplace can affect all business sectors and occupations. Members, clients, patients, students, workers, intimate partners, or family members may hurt, threaten, or harass workers while they are on the job. This course examines various aspects of workplace violence and harassment.

Topics: workplace violence and harassment definitions, persons with a history of violent behaviour and domestic violence, procedures, preventative measures and defusing techniques.
REG05 Workplace Hazardous Materials Information System (WHMIS) The Workplace Hazardous Materials Information System (WHMIS) is a hazard communication system developed by Canadian federal, provincial, and territorial governments. This course discusses how WHMIS can help ensure a safer and healthier workplace. It has been updated to reflect changes to the Hazardous Product Act and the new Hazardous Products Regulations passed to implement WHMIS 2015, which include the standardized Globally Harmonized System of Classification and Labeling of Chemicals (GHS) as developed by the United Nations. This legislation provides a period to transition from WHMIS 1988 to WHMIS 2015, to give suppliers time to meet new classification, labelling, and Safety Data Sheet standards, and for employers to train workers. This course will continue to cover both systems until December 1, 2018, when WHMIS 1988 will no longer be used in Canada.

Topics: introduction to WHMIS, WHMIS labels, material safety data sheets, worker education and training, WHMIS classes and symbols, classes A to F - hazardous materials, WHMIS 1988, WHMIS 2015, standardized Globally Harmonized System of classification and labelling of chemicals (GHS)
REG06ON Member Services Accessibility Standards for Managers Provides training in key areas of accessibility legislation to help decision and policy makers and employees who deal with members meet their compliance requirements. This course is designed for employees who develop the policies, procedures, and practices used by your credit union, and management and board members who will approve those policies and procedures.

Topics: accessibility for Ontarians with disabilities act, accessibility standards for customer service, integrated accessibility standards, definition of disability and barriers, rules and principles, policies and procedures, the basic steps, compliance requirements: communicating with people with disabilities, service animals, support persons, assistive devices, service disruption requirements, feedback requirements, what…who…when training requirements, reporting compliance, documentation requirements.
REG07ON Member Services Accessibility Standards for Employees Discusses Accessibility Standards for Customer Service, Ontario Regulation 429/07, which is legislation that complies with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and applies to all businesses in Ontario with at least one employee.

Topics: accessibility for Ontarians with disabilities act, accessibility standards for customer service, integrated accessibility standards, definition of disability and barriers, rules and principles, policies and procedures, the basic steps, compliance requirements: communicating with people with disabilities, service animals, support persons, assistive devices, service disruption requirements, feedback requirements, what…who…when training requirements, reporting compliance, documentation requirements.
REG08 Foreign Account Tax Compliance Act (FATCA) Provides background on the Foreign Account Tax Compliance Act (FATCA), the intergovernmental agreement (IGA) between Canada and the US, and the application of these to credit unions. Examines the obligations, reporting requirements, and applicable information needed to adhere to the Act, and will enable employees to respond effectively to members’ questions regarding FATCA.

Topics: FATCA background, obligations and reporting requirements, history of FATCA and the IGA, implementation dates, categories of Canadian financial institutions, IRS registration, due diligence for existing and new accounts, day-to-day impact of FATCA and the IGA.
REG09 Canadian Anti-Spam Legislation (CASL) Canada’s Anti-Spam Legislation (CASL) has significant implications for credit unions’ marketing, sales, and risk management departments. This course explains the terminology, acronyms, objectives, and legal requirements of the legislation.

Topics: spam, CASL, CASL and spam, effective dates, commercial electronic messages (CEMs), CASL and consent, CEMs and identification, CEMs and unsubscribe mechanisms, penalties of non-compliance.
SEC01Robbery and Physical Security This course provides frontline staff with the tools to handle extremely stressful situations. Discusses how to help prevent robberies, identify security risks, and what to do and not do before, during, and after a robbery.

Topics: prevention techniques, case studies, types of robberies, minimizing the damage, witnessing, taking action, steps to take after a robbery, robbery package, emotional support, next steps.
SEC02 Fraud Prevention Introduces the most common types of member and credit union fraud, and explains how to recognize and prevent fraudulent activities and transactions.

Topics: definition of fraud, forgery, personation and false pretence, types of fraud, credit/debit card fraud, debit card fraud and skimming, cheque fraud, identifying bad cheques, cheque kiting, identity theft/fraud, new account fraud, common fraudulent scams, fighting back against fraud.
SEC03 Identity Theft Examines all aspects of identity theft, including the types of information that criminals deal in, the methods by which identity information is collected, and the ways it is used by criminals.

Topics: definition of identity theft, the legislative background, What is identity data, Social Insurance Number, establishing identity - know the member, property theft and pretexting, mail theft and dumpster diving, credit/debit card skimming, internet and electronic theft, protecting against identity theft, the identity theft statement.
SEC04 Card Fraud Discusses the most common forms of card fraud and the methods used to skim cards and fraudulently obtain card data. Explains how to recognize ATM and POS terminal tampering, and describes the CHIP and PIN technology implemented by the credit union system and card issuers to prevent card fraud.

Topics: types of card fraud, card fraud statistics, skimming, POS terminal and ATM fraud, CHIP and PIN technology, fraud alert system, prevention tips for credit unions, prevention tips for members.
Standards01 Code of Conduct Discusses compliance with the policies and practices in the credit union’s Code of Conduct, and the ethical and respectful behaviour required to operate a financial organization that welcomes all staff, members, and the public. Includes an electronic acknowledgement of the Code of Conduct, which replaces paper-based tracking of the employee agreement.

Topics: the purpose of the Code of Conduct, our policies, Credit Union Acts, fraud and dishonesty, confidentiality, conflicts of interest, responsible record keeping, insider information, reporting questionable or fraudulent actions, workplace violence and harassment, use of premises, equipment and supplies, use of electronic devices and services, social media conduct, responsibilities, code of conduct acknowledgement.
Standards02 Financial Abuse of Older Adults Discusses issues associated with the potential financial abuse of older (65 years+) and dependent adults. Explains how to recognize potential abuse, what to do when abuse is suspected, and what actions to take, including when and how to involve the authorities.

Topics: demographics of aging, financial abuse description, victims of financial abuse, financial abusers, who reports financial abuse, signs of financial abuse, aging and financial management, dementia/capacity issues, POAs and financial abuse, joint accounts and financial abuse, privacy issues - PIPEDA and PIPA, privacy laws and financial abuse, how financial institutions are involved, what credit unions can do, reporting financial abuse by province.
Standards03 Accessibility Standards Canada has committed to human rights objectives to ensure people with disabilities receive equal treatment in all areas of their lives. This course will help train employees to meet exceptional accessibility service standards for all members, including those with disabilities.

Topics: Canadian disability law, provincial and territorial disability definitions, accessibility training, barriers to accessibility, emergency procedures, web accessibility, interacting and communicating, types of disabilities, assistive devices, service animals, support persons, advising of service disruptions, feedback processes.
INV01 The Purpose of Investing To serve members well, it’s important to understand the reasons that motivate people to invest. Individual goals have a significant impact on the choices people make. This course explores different investment goals, as well as the credit union’s role in assisting members with investment decisions.

Topics: investment goals, types of investments, risk tolerance levels, our role, advisory requirements.
INV02 Go Figure! Interest is a major factor in any wealth accumulation plan. The rate of interest, how interest is applied, and the amount of time interest is given to work, will significantly affect the investor’s bottom line. This course explores the relationship between interest and time, simple and compound interest, and annuities, and demonstrates how credit union members can effectively accumulate interest as part of their overall investment plan.

Topics: simple interest, compound interest, the rule of 72, interest calculators, personal savings calculator.
INV03 Interesting Options Introduces the broad range of investment vehicles that credit unions offer, including savings accounts, term deposits, mutual funds, savings bonds, and equity shares.

Topics: guaranteed investing, investment options, demand accounts, term deposits, bonds, equity shares.
INV04 Credit Union Products Focuses on a popular investment option — credit union term deposits. Discusses term deposit terms and conditions, eligible purchasers, registration of term deposits, reporting earned interest, payment at maturity, redeeming term deposits prior to maturity, and the assignment of term deposits to a lender as collateral for a loan.

Topics: demand accounts, types of term deposits, terms and conditions, registration, reporting interest.
INV05 Understanding Mutual Funds Mutual funds have become increasingly popular in recent years. This course discusses the basics of mutual funds.

Topics: selling mutual funds, general information, options, RRSP mutual funds, types of mutual funds.
INV06 Selling Savings Discusses typical member scenarios with tips on how to turn ordinary conversations into opportunities to sell credit union term products.

Topics: redeemable and non-redeemable terms, accumulators, savings and chequing accounts.
INV07 AgriInvest Explains how AgriInvest helps agricultural producers save money to cover small income declines and support investments to mitigate risk or improve market income.

Topics: important terms, eligibility, opening an AgriInvest account, deposits, contribution and account limits, tax implications, withdrawals and transfers.
TEL01 Teller Orientation Examines the fundamental differences between credit union structure, and the structure of banks. Also explains the role of the Board of Directors, how shares work, what it means to be a credit union shareholder, and how members’ deposits are protected through Credit Union Deposit Insurance.

Topics: credit union and banks, the board of directors, members, credit union shares, deposit insurance.
TEL02 Your Role Discusses the basics of the frontline role, including the importance of member service and accountability for the standard of service the credit union provides. Introduces security and confidentiality issues, which transactions can and cannot be processed, and examines some of the products and services offered to credit union members.

Topics: confidentiality, accountability, levels of authorization, teller stamps, staff and director transactions.
TEL03 Handling Cash A significant portion of the teller role involves handling cash. This course examines this topic in detail, including discussions on cash handling procedures, different types of cash transactions, balancing cash, counterfeit cash, marked and mutilated cash, and end-of-day security guidelines.

Topics: marked, mutilated and counterfeit, cash counts, cash drawer, ACD, balancing, security.
TEL04 Handling Cheques Discusses how to deal with cheques, including the elements of a cheque, identifying which cheques can be honoured and which cannot, acceptable forms of bearer identification, how to avoid losses from bad cheques, and effective methods for cheque balancing.

Topics: elements of a cheque, endorsements, guidelines for cashing, identification, avoiding losses.
TEL05 Deposits and Withdrawals Examines the deposit and withdrawal process, including completing transactions, and the forms that are used in processing deposits and withdrawals. Also discusses the process from the member’s point-of-view, to assist an employee to become a more effective service provider.

Topics: elements of deposit and withdrawal slips, authorization limits, suspicious transactions, large cash withdrawals.
TEL06 Typical Transactions Everyday banking involves a significant number of routine service requests, many of which the frontline service provider is asked to handle. This course explains how to process typical transactions such as accepting bill payments, preparing official cheques and money orders, and arranging stop payments and loan payments.

Topics: foreign currency, balance inquiries, name and address changes, money orders, clearing system.
TEL07 More Typical Transactions Explains how to open and close accounts, accept utility and loan payments, access safe deposit boxes, complete stop payments, perform inter-branch transactions and funds transfers, sell travellers cheques, and complete account balance requests.

Topics: opening and closing accounts, payments, stop payments, funds transfer, utility payments, travellers cheques.
TEL08 ATM Transactions Discusses how to process ATM transactions. Provides a good knowledge base with which to answer members’ ATM and card holder inquiries.

Topics: MemberCard® setup, cancellation, holds, lost cards, types of transactions, balancing.
TEL09 Electronic Transactions Discusses electronic transactions such as telephone and Internet banking, and direct payment services. Explains how to process electronic transactions, and assist members with their inquiries.

Topics: telephone banking, internet, direct payment, utility bills, stop payments, transfers.