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US Credit Union Library

CU Training’s US credit union 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 compliance, leadership, orientation, sales, and teller training as well as complete director and board training courses. 

We are committed to providing you with timely, credible course content that addresses critical risk prevention and compliance training issues.  Our compliance training is developed and maintained by experienced financial industry and risk management specialists, ensuring that all the courses are current with national and provincial regulatory requirements and the most recent legislative changes.

Click on a series below to view its courses and descriptions.

ACC01 Membership & Account Ownership - TIS NCUA part 707, State Law Examines the laws and disclosures that must be followed when processing an application for membership in the credit union. Also discusses the various types of accounts available to members.

Topics: TIS NCUA part 707, state law, account opening, disclosures, individual, joint and multiple party accounts, trust and business accounts.
ACC02 Share Insurance - NCUA 740 Discusses credit union share insurance and how it applies to the various member accounts. Reviews different ways members can obtain the maximum insurance coverage available, and common insurance myths and questions.

Topics: NCUA 740, NCUSIF, maintaining the fund, definitions, POD accounts, maximum coverages, other account types.
ACC03 Opening Accounts - TIS NCUA part 707, State Law Examines opening accounts accurately (which requires an understanding of membership eligibility, disclosure requirements, and identity verification), and opening accounts effectively (which requires understanding the member's needs and how credit union products and services best suit those needs).

Topics: TIS NCUA part 707, state law, membership eligibility, identification, screening, account types, disclosures, holds, limitations.
ACC04 Closing Accounts - State Law Proper closing of an account varies based on the type of account and its ownership. The circumstances that lead to the closing of an account may also affect the manner in which the account is closed. Discusses how to determine the proper way to close an account.

Topics: State law, individual, joint, living trusts, fiduciary, IRA accounts, payments to minors and beneficiaries.
ACC05 Powers of Attorney - State Law Powers of Attorney allow one individual (the attorney-in-fact) to act on behalf of another (the principal). Discusses the different types of powers of attorney, how they work, and how they should be handled by the credit union.

Topics covered include: State law, types of POAs - statutory, durable, springing, special; documents, revocation, substitution, termination, limitations.
ACC06 Trust Accounts - State Law Explores the various types of trust accounts available at credit unions, and how and why they are set up. Reviews the terminology used when discussing trust accounts, and answers some frequently asked questions.

Topics covered include: State law, types of trusts, Totten trusts, blocked or court ordered accounts, uniform transfer to minor, living trusts
ACC07 Descendents' Accounts - State Law Discusses what happens to funds in credit union accounts when a member dies. Also reviews other decedent account issues.

Topics covered include: State law, account ownership, POD accounts, Powers of Attorney, minors, living trust, will or no will, estate accounts.
Topics:
BAC01 Opening 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: Business types, eligibility, collecting information, account setup, signing officers, application of regulations.
BAC02 Everyday Business Account 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, electronic services, ATM cards, checks, cash withdrawal, agents.
BAC03 Business Account Signing Authorities 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.
BAC04 Member Business Loans Credit unions are able to provide credit to businesses that fall within the credit union’s field of membership. This course covers the types of credit available for member business loans (MBL) and business purpose loans, and the administration of business loans.

Topics: eligibility, impermissible activities, construction and development loans, maximum loans.
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 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 covered include: greeting and engaging the member, identifying needs, listening, opening the sale, successful referrals.
BEST12 The Close Explains 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 covered include: 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.
CLR01 Overview of Incoming Clearings "Clearing" is the process through which member financial institutions exchange payment items, whether in paper or electronic form. 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 Check Returns This course reviews the procedures for dealing with the two types of check returns: returns of share drafts written by your members, and returns of items deposited by your members. Both types of returns must be handled quickly.

Topics: reports, un-postable items, verification of cheques, flagged items, balancing rejected items.
CLR04 Dishonor and Return of Checks The credit union may refuse to honor a member's check for a number of reasons such as insufficient funds, account closed, or funds not cleared. When this occurs, the check is returned to the negotiating financial institution through the clearing system. This course discusses the procedures for processing returned checks, check imaging and centralized check 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, collection department objectives, delinquency control program, 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 Collections 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: stages of the collection cycle, early stage of 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 & Regulations Provides an overview of the 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 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: 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.
COM01 Compliance: General Operations - FRB Regulations Through the Bank Secrecy Act and related acts, the government requires credit unions to be vigilant about the people served and the nature of the transactions processed. This course discusses regulations affecting member privacy and programs for ensuring both physical security and security of financial information.

Topics: FRB regulations, BSA, CTR, Suspicious Activity Report, OFAC, Patriot Act, RFPA, Regs S, L and A, Privacy.
COM02 Compliance: Deposit Regulations - TIS/NCUA part 707 Several acts and regulations affect the way credit unions deal with deposit transactions. This course explains the written disclosures regarding account rates, and fees and conditions that credit unions are required to provide to members. Also discusses electronic funds transfer regulations, conditions for making deposited funds available, procedures for handling checks, and credit union share insurance.

Topics: TIS/NCUA part 707, Truth in Savings, reserve requirements, EFT availability of funds, UCC, collection of checks, escheat.
COM03 Compliance: Lending Operations - FRB Regulations, NCUA 701.21 Several acts affect the lender’s role in a credit union. This course explores the Equal Credit Opportunity Act, the Fair Housing Act, the Home Mortgage Disclosure Act, and Truth in Lending.

Topics: FRB regulations, NCUA 701.21, Equal Credit Opportunity, Fair Housing Act, HMDA,Truth in Lending, Fair Credit Reporting Act.
COM04 Bank Bribery Act - Conflicts of Interest, NCUA IRPS 87-1 The Bank Bribery Act (BBA) prescribes the types of gifts that may and may not be accepted by officers and employees of a credit union. This course acquaints staff with the procedures dictated by the BBA.

Topics: Bank Bribery Act/Conflicts of Interest, NCUA IRPS 87-1, permissible and prohibited activities, exceptions, disclosures, conflicts of interest.
COM05 Bank Secrecy Act (BSA) - OFAC, NCUA 748 The Bank Secrecy Act (BSA) is a series of laws that require credit unions and other financial institutions to report transactions that could be linked to tax evasion, money laundering, and other illegal activities to the federal government. The BSA is an important link in national security. This course will help staff understand their responsibilities in relation to this act.

Topics: Bank Secrecy Act, OFAC, NCUA 748, member identification program, new accounts, transactions, exempt persons, suspicious activity report.
COM05a BSA for Frontline Staff By complying with the Bank Secrecy Act (BSA) and its supporting regulations, our credit union plays a vital role in deterring money laundering, terrorist financing, and other illegal activities, and in maintaining our nation’s economy and security. This course discusses how the BSA affects frontline staff.

Topics: customer identification program, the role of OFAC, a SAR narrative, plus additional emphasis on monetary instruments, funds transfers, currency transaction reports, recognizing red flags.
COM05b BSA for New Accounts By complying with the Bank Secrecy Act (BSA) and its supporting regulations, our credit union plays a vital role in deterring money laundering, terrorist financing, and other illegal activities, and in maintaining our nation’s economy and security. This course discusses the BSA in relation to new accounts.

Topics: many of the areas discussed in BSA – Frontline Staff with a stronger emphasis on identifying red flags related to new accounts.
COM05c BSA for Electronic Transactions By complying with the Bank Secrecy Act (BSA) and its supporting regulations, our credit union plays a vital role in deterring money laundering, terrorist financing, and other illegal activities, and in maintaining our nation’s economy and security. This course discusses the BSA in relation to electronic transactions.

Topics: money laundering, terrorist financing, suspicious activity reports, OFAC, electronic services, funds transfers, red flags for electronic services.
COM05d BSA for Lending Operations By complying with the Bank Secrecy Act (BSA) and its supporting regulations, our credit union plays a vital role in deterring money laundering, terrorist financing, and other illegal activities, and in maintaining our nation’s economy and security. This course discusses the BSA in relation to lending operations.

Topics: identifying money laundering red flags in lending, money laundering scenarios in lending, key BSA elements regarding customer ID in both new and existing relationships, suspicious activity reports, OFAC, alerting the BSA Officer.
COM05e BSA for Volunteers & Senior Management The Bank Secrecy Act (BSA) is a series of laws that require credit unions and other financial institutions to report transactions that could be linked to tax evasion, money laundering, and other illegal activities to the federal government. The BSA is an important link in national security. This course assists volunteers and senior management to understand the BSA.

Topics: key BSA elements, relevant risk factors for the Board to consider, reporting and recording requirements to maintain compliancy with BSA regulations.
COM06 The USA Patriot Act - Patriot Act (CIP) NCUA 748 The purpose of the Patriot Act is to facilitate the prevention, detection and prosecution of international money laundering and the financing of terrorism. To achieve the goals of the Patriot Act, staff must be familiar with members and must take great care to verify identification for any person opening an account. This course discusses the Act and associated procedures.

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.
COM09 Defining Sexual Harassment - Management Sexual harassment is viewed as a major problem by lawmakers, and can result in costly and embarrassing lawsuits for organizations and employees. This course is designed to help supervisors learn how to identify and report sexual harassment.

Topics: sex for business reward, hostile environment, investigation, duty to report.
COM09a Defining Sexual Harassment - Staff Sexual harassment is viewed as a major problem by lawmakers, and can result in costly and embarrassing lawsuits for organizations and employees. This course is intended to teach staff how to identify and report sexual harassment.

Topics: sex for business reward, hostile environment, investigation, duty to report.
COM10 Recognizing Sexual Harassment Through the use of scenarios and situations, supervisors can further their knowledge and understanding of sexual harassment, and identify harassment if it occurs in the workplace.

Topics: quid pro quo, abusing power, hostile environment, email trail, harassment by customer, duty to report.
COM011 Money Laundering & Due Diligence Discusses the credit union’s anti-money laundering program, and procedures used to identify accountholders and monitor activity that may indicate an account is being used for money laundering or terrorist financing.

Topics: What money laundering is, customer due diligence, unusual activities, red flags, BSA Officer investigations.
COM12 Elder Financial Abuse Prevention Discusses issues associated with the potential financial abuse of older 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: recognizing potential abuse, appropriate action when abuse is suspected, reporting to authorities.
COM13 Office of Foreign Assets Control Discusses the role of the Office of Foreign Assets Control, procedures for complying with OFAC requirements, how to examine new accounts and transactions, and how to deal with individuals or organizations that are a true match with an OFAC list.

Topics: definition of OFAC, OFAC procedures, verifying true matches, acting on a true match, other OFAC information.
COM14 Money Services Businesses Introduces Money Services Businesses, including how to identify this type of business, the due diligence required to open and operate this type of account, and how to identify possible illegal activities. Also explains how to complete CTRs and SARs for Money Services Businesses.

Topics: definition of a Money Services Business, extra due diligence, MSB requirements, basic customer due diligence, red flags.
COM15 Introduction to 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, identity data, property theft and pretexting, mail theft and dumpster diving, credit/debit card skimming, internet and electronic theft, protecting against identity theft, the identity theft affidavit.
COM16 Identity Theft & the FACT Act Examines the legislative background, including the Red Flag Rules and Notice of Address Discrepancy Rules in the FACT Act of 2003, and how the associated guidelines affect existing and new accounts. Discusses how the onus is on the employee to verify identity and address changes correctly, respond appropriately to alerts and notices of potential identity theft, recognize forgery and alteration of documents, verify personal identifying information, recognize suspicious activities related to new and existing accounts, and ultimately detect and prevent fraudulent activities from targeting members and the credit union.

Topics: identity theft and legislative background, red flags and the FACT act, responsibilities of the credit union, alerts, notifications/warnings, suspicious documents, suspicious personal identifying information, suspicious activity, address changes and discrepancies, response to red flag detection.
COM17 The Credit Card Act The Credit Card Accountability, Responsibility and Disclosure Act of 2009 (Credit CARD Act or CARD Act) was passed by Congress in an attempt to correct credit card practices that were deemed unfair or deceptive. This course discusses the Federal Reserve Board’s rules amending Regulation Z (Truth in Lending) to implement the Credit CARD Act, and other changes affecting credit cards and open-ended loan products.

Topics: understanding the CARD act, rate increases, fees and charges, overlimit fees, periodic statements, changes in terms, receiving payments, allocation of payments, ability to repay, young consumers, credit card agreements.
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
DIR01 Reading Financial Reports Understanding the monthly financial condition of the credit union is a fundamental skill for any board member. This course examines how it is the responsibility the board to review the reports to determine if progress is being made towards the credit union’s goals, and to identify any areas of concern. We suggest you have a copy of your credit union’s Statement of Financial Condition and Statement of Income and Expense available when taking this course so you can compare these reports to the ideas presented.

Topics: statement of financial condition, assets, liabilities and equity, elements of a healthy balance sheet, statement of income and expense, accrual accounting, other information on statement of income and expense, budget report, investment report, delinquent loan report, charged-off loan report.
DIR02 Understanding Ratios & Trends Reading your organization’s financial reports can give you a greater understanding of its financial health. Key ratios can be generated to compare your credit union with other organizations, or look at changes that have occurred over time. This course familiarizes board members with common financial measures used in credit unions.

Topics: definition of ratios, balance ratios, average loan balance ratios, loans to savings ratios, staffing efficiency ratios, income per FTE employee ratios, financial analysis ratios, return on average assets ratios, loan analysis ratios, trend lines.
EFT01 Electronic Funds Transfer (EFT) - Regulation E Examines the various types of Electronic Funds Transfers (EFT), how EFTs are set up, and the regulations and disclosures required to protect both the consumer and the credit union in managing these transactions.

Topics: Reg E, initial disclosures, issuing cards, preauthorized transfers, disclosures, liability, error resolution.
EFT02 EFT Error Resolution - Regulation E The Electronic Funds Transfer Act and Regulation E protect consumers from errors caused by unauthorized electronic funds transfers, whether through the use of an ATM, debit card, Home Banking, Bill Payer, Audio Response, or any other electronic activity on their account. This course discusses error resolution procedures, preventing errors, and the responsibilities of both the consumer and the financial institution.

Topics: unauthorized use, types of errors, investigation, timeframes, findings, liability limits, credit and debit cards.
EFT03 Automated Clearinghouse Association Transactions - Regulation E The National Automated Clearinghouse Association is a network of companies and financial institutions that process direct deposits of social security and payroll, government benefits, tax refunds, electronic checks, conversion of checks to electronic debits, and direct payment of consumer bills such as mortgages, credit cards, loans and insurance premiums. These transactions are referred to as Automated Clearinghouse Transactions (ACH). This course reviews the different types of ACH transactions, and how credit unions process them.

Topics: parties in the process, deposits and payments, collections, conversions, rules and regulations, warranties.
EFT04 Home Banking - Regulation E Credit union home banking programs allow accountholders to securely access their accounts to check balances, transfer money, review cleared items, and check deposits. This course discusses the features, benefits, and requirements of Home Banking.

Topics: secure transactions, the home banking system, features and benefits, regulatory requirements, frequently asked questions.
EFT05 Online Bill Payment - Regulation E Bill Payer is a system that allows payment of almost any bill directly from a computer, using a credit union checking account, a home banking PIN and Internet access. Bill Payer offers such flexibility as scheduling payments up to a year in the future. This course reviews the features and benefits of Bill Payer, and the requirements for its use.

Topics: features and benefits, how does it work, setting up payees, making payments, account activity, security.
IRA01 Understanding IRA Basics This course explores historical information that provides context for the modern IRA, common IRA terminology, features of the most common types of IRAs, and contribution, distribution, and transfer guidelines for most IRA accounts.

Topics: the history of IRAs, qualified retirement plans, IRA types, tax benefits, IRA calculator, investment penalties.
IRA02 IRA Eligibility & Contributions The person who establishes or contributes to an IRA must meet certain eligibility requirements and annual contribution limits and guidelines. This course introduces these basic requirements and the limits for each IRA type, as well as common methods for transferring IRA funds.

Topics: contributory, spousal, Roth, comparisons, SEP, SIMPLE, rollover, trustee-to-trustee, 60 day rule.
IRA03 IRA Distributions Examines how distributions are handled for various IRA types. Contributory and Rollover IRAs follow the same distribution rules, while Roth IRAs follow a separate set of rules. This course discusses the Normal and Premature Distribution rules for Traditional IRAs, the rules for Mandatory, Normal, Premature Distributions, and Roth IRA Distributions, Qualified and Non-Qualified Distributions.

Topics: paperwork for contributory, rollover, SEP, SIMPLE, distributions – mandatory, normal, premature.
LEN01 Understanding 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 credit, terms and conditions, loan documents, rates, term, amortization, security.
LEN02 Loan Products Focuses on loans for different purposes, and products associated with loans. Presents varying types of consumer loans including personal loans, IRA loans, demand loans, lines of credit and credit cards. Also discusses creditor insurance.

Topics: types of loans – personal, IRA, demand, lines of credit, credit cards, insurance.
LEN03 The Loan Application 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: the interview, application detail, automated processing, uncertainties and opportunities.
LEN04 The Loan Approval Process 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: the 8 Cs of credit, automated processing and underwriting, investigating, credit worthiness, debt ratios.
LEN05 Verifying Security Whether a loan can be approved often depends on the security the member provides for the loan. 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, verifying, assessing and registering security.
LEN06 Credit Insurance Credit unions can offer members excellent loan insurance coverage, including credit life insurance and credit disability insurance. This course examines these, and also discusses home and auto insurance products.

Topics: credit life and disability, critical period, line of credit, credit card, IRA, AD&D, GAP, home and auto.
LEN07 Equal Credit & Fair Lending Discusses the regulations for promoting fair lending practices and preventing discriminatory lending practices, and also reviews record keeping and written communication.

Topics: fair lending regulations, discrimination, marital status, government monitoring, credit scoring, notifications.
LEN08 Error Resolution Explains the regulations credit unions must follow in order to protect members from credit fraud. Discusses the liabilities and responsibilities of the credit union, members, and other companies in regard to credit fraud prevention. Also cover errors in billing, and the rights and responsibilities of the member and the credit union in resolving billing disputes.

Topics: issuing credit cards, unauthorized use, investigations, liability, cardholder rights, error resolution.
LAD01 The Administrative 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: procedures, filing, computer reports, credit inquiry information, credit checks.
LAD02 Fees & Files 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: creditor insurance, claims, appraisal and inspection fees, paid out loans, audits, lien searches.
LAD03 Procedures & Administration Loan disbursements involve large sums of money. Examines how to prepare for disbursing loan and mortgage funds, and the documentation required for each.

Topics: personal loans, conventional mortgages, secondary market, construction mortgages, mobile home loans.
LAD04 Managing Registrations & Payouts Loan disbursements involve large sums of money. Examines how to prepare for disbursing loan and mortgage funds, and the documentation required for each.

Topics: security agreements, discharges, payouts, pre-approvals, post-dated file, verifications, statements.
OR01 Welcome to Credit Unions Examines how credit unions came to be, with special emphasis on the contribution Americans have made to the credit union movement. Includes a snapshot of the credit union system in the United States, 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, state credit unions, leagues, deposit insurance.
OR02 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: fields of memberships, bonds, board of directors, comparison to banks.
OR03 About Our 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 include: template for creating a custom introduction to your credit union.
OR04 Employee Handbook 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 include: credit union HR policies such as employee relations, hours of work, pension and benefits, compensation.
OR05 Confidentiality & Security Credit unions have procedures and actions to protect the confidentiality of the members’ records, and provide security for both members and staff. This course discusses those procedures, and the need to balance confidentiality with the importance of knowing the members. It reviews credit union policies and government legislation designed to protect staff, members, and the public at large.

Topics: branch security procedures, Bank Security Act (BSA) and Bank Bribery Act (BBA) requirements, fraud and money-laundering schemes, procedures in the event of a robbery, the role of the Office of Foreign Assets Control (OFAC).
OR06 Robbery & 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: robbery prevention, identifying security risks, what to do and what not to do before, during and after a robbery.
SEC01 Member Privacy - NCUA 716, Gramm-Leach-Bliley Providing low-cost alternative sources to financial services is the hallmark of the credit union movement. Maintaining the relationships to insurance, trust, CUSO and other third-party providers is critical to the credit union mission. This course discusses privacy and security, the laws that protect us, and the rights and responsibilities of both the credit union and its members.

Topics: NCUA 716, Gramm-Leach-Bliley, 10 steps to privacy, protected information, sharing with third parties, disclosure, opting out.
SEC02 Right to Financial Privacy - State & Federal Law State and federal laws govern access by government and law enforcement agencies to credit union accountholders’ information. This course discusses the specific conditions under which credit union’s can release accountholder information. .

Topics: State and Federal law, RTFP act, consumer authorization, criminal account activity, government’s right, regulatory agencies.
SEC03 Electronic Security - NCUA 748 The federal the Gramm-Leach-Bailey Act requires all financial institutions to ensure the security and confidentiality of member records and information. This course explores electronic security, as well as the role of the Board of Directors, management, and staff in preserving the security of the credit union's data processing systems, home banking, and other electronic systems. .

Topics: NCUA 748, electronic access, data processing, dual control and segregation of duties, outside contracts.
SEC04 Use of Electronic Media - NCUA 748, Appendix A Use of the Internet requires responsible judgment, supervisory discretion, and compliance with applicable laws and regulations. Users must be aware of electronic media security, privacy concerns, and management directives for Internet usage. This course discusses electronic media, its purpose in the credit union business, and acceptable use of electronic media by employees.

Topics: NCUA 748 - Appendix A, email, software, downloads, security, prohibited activities, storing data, transmissions, outside companies.
SEC05 Pretext Calling/Member Identification - Gramm-Leach-Bliley Obtaining private financial information under false pretenses is known as pretexting, and it is against the law. This course examines pretext calling and identity theft. Includes examples of pretexting over the telephone, in person, by mail, and by email.

Topics: pretext calling/member identification, Gramm-Leach-Bliley, the law of protection, identity theft, identifying callers, reporting suspicious activity, educating members.
REL01 Understanding Mortgage Contracts 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: mortgage features, pledge of security, fixed and variable rates, interest calculation, amortization.
REL02 Mortgage Products & Features Mortgages or Deeds of Trust 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: loan to value ratios, conventional, high ltv, residential, types of ownership, construction, open and closed.
REL03 Real Estate Lending Participants Focuses on the people involved in the mortgaging process including mortgagors, guarantors and mortgagees, second mortgagees, brokers, underwriters and appraisers, escrow, title insurance, insurers, and the credit bureau.

Topics: mortgagor, guarantor, mortgagee, credit bureau, broker, underwriter, appraiser, title, escrow, insurer.
REL04 Property Considerations Examines the types of properties that can be mortgaged, including placing a mortgage on raw land.

Topics: eligible properties, standards, raw land, junior liens, mobile homes, condos, coops, reverse mortgages.
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: interview, qualifying, appraisal, approval, paperwork, insurance, taxes, completion, advancing funds.
REL06 Flood Insurance & Property Valuations Discusses flood insurance requirements as they apply to obtaining a mortgage to purchase a home. Includes fees involved, appraisal requirements, and record keeping, and discusses the rights and responsibilities of both the borrower and the lender with regard to obtaining insurance and purchase property in flood hazard areas.

Topics: Flood Disaster Protection Act, flood hazard determination, notice to borrower, insurance, notice to FEMA.
REL07 Home Equity Lending Examines home equity loans and how credit unions determine whether a member has equity in their home that they can borrow against. Reviews interest rate options, and terms and conditions that apply to home equity loans, along with flood insurance requirements and documentation requirements.

Topics: Application, interest rates, terms and conditions, title insurance, flood hazard, notice of right to cancel.
REL08 Mortgage Paperwork Part of being an effective lender is in understanding the documentation required in completing an application. This course reviews the various forms and documents used in a lending application.

Topics: truth in lending, RESPA, flood hazard determination, disclosures, rescission notices, closed and open.
INV01 The Purpose of Investing To serve members well, it’s important to understand the reasons that motivate people desire 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 How Dividends Work 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 Savings & Investments This course focuses on a popular investment option — credit union accounts. It discusses terms and conditions, eligible purchasers, ownership of term deposits, reporting earned interest, payment at maturity, redeeming term deposits prior to maturity, and assigning term deposits to a lender as collateral for a loan.

Topics: safe investing, investment options, demand accounts, term shares, IRA certificates, terms and conditions.
INV04 Alternative Investments Helping protect the financial futures of members and their loved ones is one of a credit union’s most significant roles. This course discusses alternative investments, including information about what each type of investment represents.

Topics: stocks, bonds, mutual funds, treasury securities, annuities, life insurance, IRAs, employer plans.
TEL01 The Frontline 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: member service, confidentiality, accountability, authorizations, security, product knowledge.
TEL02 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, counterfeit, cash counts, ACDs, balancing, treasury cash.
TEL03 Handling Checks Discusses how to deal with checks, including the elements of a check, identifying which checks can be honored and which cannot, acceptable forms of bearer identification, how to avoid losses from bad checks, and effective methods for check balancing.

Topics: elements of a check, endorsements, guidelines for cashing, identification, avoiding losses, balancing.
TEL04 Check Holds Introduces the clearing process and explains how to protect the credit union from loss by placing holds on funds deposited in the form of checks. Details the holding disclosures credit unions must provide to members, and the time frames they must work within to prevent loss while still allowing funds to be available to members.

Topics: disclosures, definitions, availability of funds, ATM deposits, hold notices and timeframes.
TEL05 Problem Check Resolution Discusses potential losses from fraudulent or non-sufficient checks. Explains problems that can arise when credit unions try to collect funds on a check. Reviews the elements of a check in detail, and discusses the liabilities of members, the credit union, and other financial institutions when trying to resolve problems or recoup funds lost from fraudulent and non-sufficient checks.

Topics: payees, signatures, endorsements, warranty, returned checks, liability, suspicious transactions.
TEL06 Preventing Check Fraud Presents the preventative measures credit unions take to avoid potential loss through problem checks. Discusses account opening procedures, special restrictions on new accounts, check security features, liabilities, and checks holds.

Topics: new accounts, cashing checks, check security, bad checks, kiting, UCC, liability, check holds.
TEL07 Deposits & 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, authorizations, post dated, large cash withdrawals.
TEL08 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 checks and money orders, and arranging stop payments and loan payments.

Topics: opening and closing accounts, balances, holding funds, account changes, stop payments.
TEL09 ATM & EFT Transactions Electronic Funds Transfer and ATM Transactions are a fast and effective way for members to conduct their financial transactions. This course discusses ATM card set-up, guidelines, and cardholder privileges, as well as other electronic funds services such as Internet and telephone banking. It presents general guidelines for setting up these services.

Topics: ATM card setup, lost cards, daily balancing, internet, ACH, bill payments, transfers, phone banking.