Client Services and Education
Summary
This class reviews in detail the functions available for working with members based on the 4 Steps To Better Service model. The course uses service examples and tips that allow users to work with almost any member request without leaving the teller processing area. This class takes a special look at the CU*Answers' unique ability to allow credit unions to form shared branching alliances. These functions allow members to be served interactively without special processing.
Audience
This class is designed for tellers and line personnel who have been working with members using the core for at least 4-6 weeks.
Objectives
By the completion of this course, students will have:
- Discuss the "4 Steps to Better Service."
- Reviewed the proper teller response to key member requests
- Explored productivity tips on navigating the Teller system.
- Analyzed the tools and skills required to be a complete financial service representative working the teller line.
Topics
- Member dialogue in unison with the cores functions ("scripting")
- Funds In Control
- Posting Options
- Check Cashing Options
- Funds Forward Options
- Using "Proc Codes"
- Miscellaneous Receipts Options
- Re-Printing Receipts
- E-Receipts
- Photo ID Capture
- Phone Operator Access
- Over-the-Counter Fee Options
- Access to Opening and Closing Memberships/Accounts and Rate Inquiry
- Understanding the Teller's Role in the Credit Union Communication Chain
