MEMBER SERVICE

TRAINING SCHEDULE 120 hours

6/30/09

NAME:______BRANCH:______

Items in bold are to be completed and certified by supervisor as completed. Items listed under those in bold are further explanation, and bulleted items are training materials regarding that topic)

REQUIRED COMPLETED CERTIFIED

FUNCTION REPITITIONS REPITITIONS EMPL TRAINER

·  Field of membership (2 hours) ______

·  Member Service Online Courses 1 ______

·  Opening a share account

·  In person applicants 5 ______

·  Opening an account with a deposit 2 ______

·  Reopening a closed membership 3 ______

·  Employees, Directors and family accounts 1 ______

·  Special savings accounts

·  Opening a Member’s Choice account 3 ______

·  Opening a Holiday Savings account (1/2 hour)

·  Checking accounts

·  Funds availability policy ______

·  Opening a regular checking account 6 ______

·  Opening an Advantage checking account 3 ______

·  Opening a Mature Options checking 3 ______

·  Opening a Student checking account 3 ______

·  Automated check order entry (AOE) 5 ______

REQUIRED COMPLETED CERTIFIED

FUNCTION REPITITIONS REPITITIONS EMPLTRAINER

·  Reopening a closed checking account 2 ______

·  Check copy requests

·  Member requests 2 ______

·  Encoding errors 2 ______

·  Missing check numbers 2 ______

·  Charge off recoveries 2 ______

·  Closing checking accounts

·  Closing by member 2 ______

·  Check forgery claims 2 ______

·  Money Market accounts

·  Opening Money Market accounts 4 ______

·  Opening Premium Money Market accounts 4 ______

·  Closing Money Market accounts 2 ______

·  Certificates of deposit

·  Opening a CD 4 ______

·  Auditing CDs 2 ______

·  Additional CD deposits 2 ______

·  CD withdrawals 2 ______

REQUIRED COMPLETED CERTIFIED

FUNCTION REPITITIONS REPITITIONS EMPL TRAINER

·  Closing CDs 2 ______

·  Substituting CDs pledged on loans 2 ______

·  Individual retirement accounts

·  Traditional IRAs (8 hours) ______

·  Roth IRAs (3 hours) ______

·  Education IRAs (2 hours) ______

·  Opening an IRA 4 ______

·  IRA hi-yield accumulator deposits 2 ______

·  IRA distributions (6 hours)

·  Withholding federal tax (1 hour)

·  Making withdrawals prior to age 59 ½ (1 hour)

·  Periodic payment distributions prior to age 59 ½ (1 hr) ______

·  Disability distributions prior to age 59 ½ (1 hr) ______

·  Distributions and periodic payments between ______

ages 59 ½ and 70 ½ (1 hr)

·  Distributions after age 70 ½ (1hr) ______

·  ATM Cards

·  Issuing cards 4 ______

·  Closing /deleting ATM cards 3 ______

·  ATM card maintenance 3 ______

·  Encoding PINs 3 ______

REQUIRED COMPLETED CERTIFIED

FUNCTION REPITITIONS REPITITIONS EMPL TRAINER

·  Organizational accounts

·  Opening an organizational membership and share account 2 ______

·  Organizational checking accounts 2 ______

·  Organizational money markets 2 ______

·  Organizational CDs 2 ______

·  Deposits, withdrawals and closing organizational accounts 2 ______

·  Trust accounts

·  Opening trust accounts 2 ______

·  Deposits, withdrawals and closing trust accounts 2 ______

·  TUTMA accounts (2hrs) ______

·  Address changes 1 ______

·  Account ownership changes 2 ______

·  Deceased members accounts 1 ______

·  Videos

·  New Account Opening (24min) ______

·  FACTA: Responding to Identity Theft (20min) ______

·  Regulations

-- NCUA 1 Date: ______Score: _____

·  Member Service Test 1 Date: ______Score: _____

·  Production Standards 1 Month: ______# of Transactions: ______

TRAINING CERTIFICATION:

TRAINEE:______DATE:______

TRAINER:______DATE:______

PHASE IV

CERTIFICATION:______DATE:______