Member Service

L - Live eTrain  ||  A - Anytime eTrain

Available Webinars

L | 04/29 | Loan Fraud

04/29
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Even the most carefully considered loan decision can cost your credit union dearly when the documentation it is based on is fictitious or fraudulent.

What can you and your credit union do to detect and prevent being victimized by loan fraud?
Find out the latest trends in loan scams, and what you can do to protect your credit union from fraudulent losses. Fraud experts Barry Thompson will point out the "red flags" that can tip you off to possible loan trickery and deceit.

L | 05/13 | Networking: The New and More Profitable Cold Call

05/13
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So – you hate to network? That’s probably because you use at least one of the three traditional networking strategies that just don’t work:

  1. You repeat someone’s name three times like a hyperactive parrot
  2. You pass out business cards like a Harrah’s blackjack dealer
  3. Worst of all, you’re that guy who rides the elevator for hours ready to spew his 30-second pitch. That guy is the reason people stare forward in elevators.

L | 05/20 | Strategies to Create a Member Experience

05/20
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Less foot traffic equals fewer branch opportunities for new business. Where will your growth come from?
Remote delivery channels are the key to your continued growth, but only if you are able to deliver a great experience every time your member touches you electronically.

L | 05/27 | Suddenly a Supervisor

05/27
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You've been promoted! Now what?
The transition into supervision can be challenging for even the most talented employee. Get the "must-have" tools for delegation, feedback, productivity and much more from communication expert Pamela Jett.

L | 06/03 | Before You Press SEND: How to Stop Wasting Tons of Time Writing Emails That Don’t Get Read

06/03
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A full program description and further details of this webinar will be posted approximately 30 days before the program date.

If you have questions or want more information before that time, please contact:
Jan Johnson, (800) 472-1702, ext. 6029, janj@ccul.org
or Education & Training at etrain@etrain-cu.com

L | 06/11 | Membership & Account Ownership

06/11
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Your members trust you to be an account ownership expert.
They turn to you and your credit union to help them with membership and account ownership choices that will fit their financial needs and safeguard their future.

L | 06/17 | Winning Lending Strategies for Your Call Center

06/17
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A full program description and further details of this webinar will be posted approximately 30 days before the program date.

If you have questions or want more information before that time, please contact:
Jan Johnson, (800) 472-1702, ext. 6029, janj@ccul.org
or Education & Training at etrain@etrain-cu.com

L | 07/08 | Understanding Keyword Marketing: SEO & SEM Best Practices

07/08
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A full program description and further details of this webinar will be posted approximately 30 days before the program date.

If you have questions or want more information before that time, please contact:
Jan Johnson, (800) 472-1702, ext. 6029, janj@ccul.org
or Education & Training at etrain@etrain-cu.com

L | 07/22 | Keeping it REAL in a Who Cares World: Relevant, Engaging, Authentic and Loyal

07/22
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A full program description and further details of this webinar will be posted approximately 30 days before the program date.

If you have questions or want more information before that time, please contact:
Jan Johnson, (800) 472-1702, ext. 6029, janj@ccul.org
or Education & Training at etrain@etrain-cu.com

L | 08/05 | Telephone Etiquette & Excellence

08/05
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A full program description and further details of this webinar will be posted approximately 30 days before the program date.

If you have questions or want more information before that time, please contact:
Jan Johnson, (800) 472-1702, ext. 6029, janj@ccul.org
or Education & Training at etrain@etrain-cu.com

L | 09/02 | Innovate and Dominate: Think Bigger!

09/02
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A full program description and further details of this webinar will be posted approximately 30 days before the program date.

If you have questions or want more information before that time, please contact:
Jan Johnson, (800) 472-1702, ext. 6029, janj@ccul.org
or Education & Training at etrain@etrain-cu.com

L | 09/16 | Top Ten Credit Union Frauds & How to Prevent Them

09/16
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A full program description and further details of this webinar will be posted approximately 30 days before the program date.

If you have questions or want more information before that time, please contact:
Jan Johnson, (800) 472-1702, ext. 6029, janj@ccul.org
or Education & Training at etrain@etrain-cu.com

L | 10/23 | Stop Payments

10/23
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A full program description and further details of this webinar will be posted approximately 30 days before the program date.

If you have questions or want more information before that time, please contact:
Jan Johnson, (800) 472-1702, ext. 6029, janj@ccul.org
or Education & Training at etrain@etrain-cu.com

A | A Business Development Guide to Spotting & Capitalizing on Opportunity

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So, you want to grow membership and market share, make friends in your community and maybe even launch some innovative products and services in partnership with other area businesses… but how? Where and how do you make the contacts necessary, and how do you differentiate between a great opportunity and an unnecessary time waste?

A | A Frontline Perspective: Protecting Your Credit Union from Losses

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Credit unions are in the risk management business. Accepting and cashing checks, making loans, applying debits and credits to accounts in the form of Automated Clearinghouse transactions and Electronic Funds Transfers are all part of maintaining accounts for consumers and businesses. These very same items represent a risk to the credit union. In this webinar we explore a variety of ways to protect the credit union from losses due to fraud (by accountholders or third parties) mishandling of accounts or items or misunderstanding of laws and regulations that predominantly benefit the consumer. From account opening to termination, employees have the ability to help protect the credit union (and in some cases the member) from loss.

A | Automated Clearinghouse (ACH) Risks for Business

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Do your business services staff know all they need to know about the ACH services they are selling? Are they aware of upcoming rules changes affecting your corporate Originators? Do they know how to keep your business members informed of the rules affecting you as an ODFI? Attend this informative webinar and arm your cash and product management staff with the proper ACH knowledge to protect your credit union from loss, while helping them understand the products and services you offer.

A | Basics of Automated Clearinghouse (ACH) Transactions

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As more credit unions both receive and originate ACH entries, it’s vital that management, operations and member services staff uderstand the ACH network, applicable rules and associated risks. This ACH Basics session will focus on the fundamentals of ACH, including the history of the network, defining the parties of ACH transactions, their roles and responsibilities, and the transaction flow and settlement process. In addition, we will cover all aspects of exception item processing, including your options in handling unauthorized transactions, stop payments or revoked authorizations. This is a basic overview of ACH and intended for individuals new to ACH operations and front line staff.

A | Becoming Digital: Building a Mobile-First Credit Union

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Does your credit union have a Mobile-First strategy? If not, then it should!
We are living through, arguably, the biggest technology revolution we've ever witnessed with the consumerization of technology enabled by the rapid adoption and fast-paced growth of mobile technologies. In less than a decade from the release of the financial industry’s first Apps, mobile banking has evolved from a mere banking accessory towards becoming the primary banking channel, and “Digital Transformation” is the pressing priority in virtually every financial institution’s strategic plan.

A | Best Practices for Financial Institutions on Social Media

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70% of searches for new financial institutions begin online and through social media! Social media isn’t just a “nice to have” for credit unions anymore—it’s a business imperative. It’s also a huge opportunity for your credit union to connect with new and existing audiences and deepen relationships in a way not previously possible. How can you get the biggest bang for your buck on social media? We’re talking audience targeting, channel selection, content relevance, advertising, ambassadors and more!

A | Best Practices for Serving the Underserved

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In today’s challenging economic landscape, credit unions have an opportunity to help the underserved and increase loan growth and profitability…a win/win vision!  Learn what you can do to help the underserved and capture quality loan opportunities and increase profitability and loyalty. 

A | Best Practices in Consumer Lending

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How did the most successful credit union consumer lenders grow and maintain a healthy loan portfolio in the recent Great Recession? Join Ben Rogers of the Filene Research Institute as he explores the secrets of the all-too-rare credit unions that drove sustained consumer loan growth. Each was excellent at a handful of things, including sales culture, refinancing, and indirect lending. Ben will tell the stories of their hard-earned success and of how they plan to build on that success in the future.

A | Better Than the Best: Using Communication to Transform Your Team

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Regardless of industry, mission or makeup, the best teams in the world know that communication is the key to success. Teams may be comprised of the most intelligent or highly skilled members of an organization – and still find themselves perpetually hamstrung by dysfunctional, stagnant or simply antiquated communication practices. It’s no secret that everyone wants communication in their company or team to be open, dynamic and respectful.

A | Body Language for Successful Sales

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Selling in the 21st century is so much more than a “canned pitch”, handling objections, and closing the deal. Any person who makes a sales presentation and can't read body language is missing out on more than 50% of the conversation.

Body Language for Successful Sales will prepare you with a basic understanding of universally accepted body language interpretations to help you read and respond to people for better sales performance. You’ll leave the session with confidence in your sales presentation skills, the vision to see when you should adjust your presentation in midstream, and the productivity to qualify, act, and close a sale in a shorter period of time.

A | Branch Transformation: The Future of the Unified User Experience

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Significant discussions are ongoing about the future of the physical branch. Some suggest converting branches into automated self-service transaction centers. Others suggest lobby makeovers akin to upscale hotels or coffee bars.  But none of these options address the fundamental question:  what compelling reason does a customer or prospect need to come into the branch in the first place?

A | Call Center Metrics from the Member's Perspective

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One thing is certain in every call center, no two days are exactly the same. Call centers are often caught in the middle of growth and change - keeping both the organization and callers engaged and satisfied. During this session, Tim Montgomery, a highly regarded industry consultant, widely published author and popular speaker, shares highlights from his experience working with some of the world's most recognized service organizations.

A | Call Center Security: The Red Flags of Social Engineering

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Social engineers view "Call Centers" as the easiest way to break through the security armor of financial institutions! They don’t have to enter your credit union. They can email, chat, or call you on the phone. No one will have their picture, and the worst that can happen to them is for you to hang up.

A | Calm, Cool, & Collected: Communication Skills for Emotionally Charged Situations

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Let’s face it: the workplace can be an emotional place. Learn how to manage your own emotions and communicate effectively with others, even when they are spinning out of control. Give yourself an edge with the ability to stay calm, cool, and collected in the face of emotional outbursts from others. Loaded with practical communication tools for everyone in your credit union, this webinar will give you tools you can put to work immediately.

A | Coaching Skills for Leaders

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The most effective leaders have the qualities of a great coach. Leaders who use coaching skills can improve morale, retain their key people, and experience greater productivity. This skills-based training focuses on integrating coaching to develop employees and teams.

A | Collections for Credit Unions

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Delinquent loans. Nobody wants them, not the borrower and certainly not your credit union. But as a collector, your job is to resolve them. Get the communication and collection skills you need to protect your credit union from loan losses and work with borrowers to bring problem loans current. Credit union lending expert Rick Menton will pack this webinar with operational guidelines for a methodical, organized approach to credit union collections.

A | Communication Skills to Decrease Stress

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Anxiety, fatigue, forgetfulness, an inability to relax and "outbursts" are all signs that stress is reducing productivity and damaging relationships. Demanding lives will always have some stress. Some stress can fuel creativity, energize and motivate, and ignite personal bests. However, too much stress or stress that is poorly managed can create distress. Learn to balance and work within optimal stress levels and protect against the dangers of overstress by mastering remarkable communication skills. This interactive workshop leads participants to:

A | Compliance for Opening Accounts Online

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What policies and procedures should you and your credit union have in place to minimize compliance and fraud risk when you open new member accounts online?
Your Bank Secrecy Act compliance risk escalates when a new member comes to your credit union through the Internet instead of in person. Let compliance expert Gaye DeCesare give you the guidelines that should be included in your policies and procedures to control your risk without sacrificing new member convenience.

A | Compliance Rules for Frontline Staff

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Every time a consumer walks through the door, places a call to the credit union to establish an account, or has an inquiry regarding an existing account, a variety of laws and regulations come into play. Some are designed to protect the credit union, and many of them are designed to protect the accountholder.  All of them require credit union employees to know and understand the rights and responsibilities of all parties.

In this webinar we explore the laws and regulations impacting the frontline – from the timing and content of Truth in Savings disclosures to the requirements for placing holds on deposits, the rights and responsibilities of plastic cardholders, and the remedies available to accountholders regarding checks, drafts and EFTs.

A | Computer Security and Social Engineering for the Non-Techie

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IT and security professionals are continually searching for ways to train staff to protect the institution against computer fraud. This program provides the education they need. Even those who believe “it can’t happen here” will learn exactly how these attacks can happen and how to prevent them. This webinar shows how penetration companies, criminals, and even the cleaning crew can compromise your credit union.  The modus operandi used to attack account holders, the credit union, or call center and trick you into providing sensitive information are discussed.  We will demonstrate how not to fall victim to a social engineering attack, what a deceptive answer really sounds like, and how to handle these attacks on your front line or call center. 

A | Converting Members from Savers to Borrowers

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Credit unions need to book loans in order to stay in business. We know this! Many credit unions focus on acquiring new members in order to make them borrowers. That is a good strategy since credit unions always need new members. However, we also know that our existing members have loans with other financial institutions. This highly engaging and interactive session will provide action steps and effective techniques that CUs can use right now to persuade existing members to refinance their loans with their credit union.

A | Counterfeit Checks, Cash, & Forgeries

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Check fraud losses are the same no matter the size of your institution.  Check 21 was supposed to eliminate check fraud and that never happened.  The best defense against check fraud is training your staff on the warning signs of what is happening now!

In this engaging program we will review the many forms check fraud can take in attacking your financial institution.  Staff will learn the questions they should be asking members, especially new members, when transacting with them.   The same techniques used to detect check fraud can help to identify counterfeit currency.  Today more than ever training on this important topic can save your credit union from large dollar losses.

A | Courting Boomer Members

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We hear so much about getting Generations X, Y, and Z engaged in our credit unions, but what about the Baby Boomers? It’s equally important to reach out to Boomer Gen Members (45-65+yr olds) with products and services. After all, Boomers are the largest most powerful demographic group in terms of buying power, influence, and wealth, and their financial services needs include taking care of generations behind and ahead of them.

A | Creating a Sales Culture

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Transforming your organization into a high-performing sales culture is not an easy task. In this webinar, Brandi Stankovic will talk about the key tactics in developing a sales-oriented culture in your credit union or organization. And more importantly, she is going to talk about how you can inspire your team to be the best. We will talk about the magic or mojo that drives successful sales people to achieve bottom line results.

A | Cross Selling Your Deposit Services

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Cross-selling is still crucial to credit unions with a focus on increasing wallet share, maximizing retention, and building a larger profit base. For credit unions, it is also important to show the value of membership and provide financial stability for their members.

A | Cross Selling Your Lending Services

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The cross-selling of lending products has become a necessary tactic with consultative member service. Many institutions are implementing cross-selling strategies for basic lending services and also add-on products including auto-payments, product bundling, and pre-approvals.

A | Demystifying Innovation

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How can your credit union use innovation to become a more consumer-responsive organization? Most barriers to innovation in your organization are self-imposed. This session explains how your credit union can better understand what innovation means in the consumer finance world.

A | Disruption in Banking: Who Will Be Our Uber?

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Smart phones have changed the world. What have they already replaced? Cameras, calculators, newspapers, alarm clocks, calendars, land lines, flashlights, maps, you name it. And now they are replacing branches. Are you preparing for the coming changes? Are you meeting the remote and electronic needs of your member?

A | Eight Strategies for Aspiring CU Leaders

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You may be just starting your career. You may be a seasoned veteran who wants to advance. Jim Bouchard, author of The Sensei Leader, will give you clear and actionable strategies to change your life, contribute to your organization, and position yourself for leadership success.

A | Electronic Strategies for Increasing Product Penetration

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Marketing is no longer about newsletters, brochures and mass advertising. In today’s environment you must reach consumers with electronic methods. Think live chat, text alerts, mobile marketing, social networking, PURLs, and e-messaging. If you want to increase your product penetration with your members you must use new electronic strategies. That’s what this webinar is all about.

A | Gen Y Personal Finances

A | Plastic Card Fraud & EMV

A | Excel Under Pressure: How to Accomplish More with Less Time, Energy, & Effort Than You Imagined Possible

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All about emotional resiliency and recharging your battery, right here, right now. Take your productivity and attitude to a new level!

A | Exemplary Community Development: Navigating Uncharted Waters

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It’s time for your credit union to bust out of its comfort zone. If it’s going to sustain its relevance, you must create more awareness and opportunities in the community. And one of the most effective ways to do so is through a marketing strategy that engages the most influential leaders within your community. This session will provide you with action steps you can use to create positive awareness of your credit union in your community.

A | Facing Challenges from the Cyber Domain

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The stark reality of 2016 is that American corporate and government cybersecurity teams were “…outgunned and outmaneuvered by both cybercriminals and nation-states.” Anyone who feels comfortable in their cybersecurity needs to know that everything in their life including medical devices – smartphones, tablets, pacemakers, wearable devices (“fitness bands” or emergency alert devices), and even their vehicles – is vulnerable to hacking and identity theft.

A | Fair Lending Compliance for Non-Lending Staff

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Does your non-lending staff understand what they can and cannot say when members ask about getting a loan? Are they unknowingly asking questions or making comments that violate Fair Lending rules?

A | Financial Counseling for Loan Officers

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“People Helping People” is not just a catchy phrase. It’s the fundamental reason why credit unions exist. It’s what we do best, especially when members may need a helping hand in managing their finances. Learn what you can do to help your members establish or re-establish good credit history, streamline their financial management, and ease their cash flow crunch. Credit union lending authority Rick Menton will show you:

A | Financial Literacy, Credit Unions, and Generation Z

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Credit unions are looking seriously at bringing down the average age of their memberships. And there’s a big push to bring financial education to our schools. How can credit unions accomplish both? Join Tena Lozano, executive director of the Richard Myles Johnson Foundation, to explore ways to create the next generation of financially savvy credit union members.

A | FinCen & BSA Guidance for Serving Marijuana Related Businesses

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In this webinar we will cover FinCen’s guidance in regard to Marijuana Related Businesses. We will also go over the guidance provided by the Department of Justice. You will hear about the core requirements for BSA, as well as various red flags associated with Marijuana Related Businesses.

A | Five Critical Things Your Member Survey Isn't Telling You

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For years, credit unions have used annual surveys to gauge their members’ satisfaction with credit union service and offerings, and for just as long, credit unions have been proud of their superior scores compared to banks. If credit unions have such happy members, then why is growth rate so low?

A | Gamification of Credit Unions: Driving Performance with Feedback, Focus, and Fun

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In this session, gameFI's Matt Davis will help you explore how game mechanics are being used across the globe by some of the world’s largest firms to engage audiences, solve problems, and drive business results. You’ll learn the principles of gamification, motivation design, and how leaders can leverage gamification to transform their credit unions.

A | Generational Money Chatter

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For the first time in modern history, our consumer base encompasses four generations and will soon approach five generations.

Recognizing that the different generations have different financial service attitudes as well as needs, the Filene Research Institute explores how different generations view money, debt, financial institutions, and financial products and services. This data from focus groups and online discussions can help credit union leaders better understand each generational group and how different generations view aspects of the financial services industry. In addition, the report provides insights and practical directives for credit unions to better support and attract members of various generations.

A | Getting a Grip on Change

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It happens. Someone gets promoted. Someone retires. The data processor expires. The economy shifts. Children leave home. Children come back. We were working our plan and now it’s useless. What are we supposed to do? Planning for change is something we tell ourselves we’ll do next time. Well, next time has arrived. And it isn’t too late.

A | Hash Tags to Security Holds: Using Social Networking to Compromise a Credit Union

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Within this presentation, you will learn how to steal an identity, defeat the perimeter controls of a network, and then ultimately gain physical access to a credit union. As social networking becomes an increasingly important role in business as well our personal lives, it also makes us much more vulnerable. The activity of wall posts, tweets, and videos by and between employees may reveal important company information or even security flaws that allow hackers to defeat our controls.

A | Health Savings Accounts — Here to Stay

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Since the signing of the Affordable Care Act in 2010, the number of Health Savings Accounts (HSA) has almost tripled to more than 13.8 million accounts and total assets exceeding $24 billion. Clearly, this is a product that is skyrocketing in popularity. Are Health Savings Accounts right for your credit union? Only you can decide, but you need to know all the facts first. Let Kevin Boyles of Ascensus help you understand the pros and cons of HSAs as he discusses:

A | How to Survive a Mass Shooting in Your Workplace

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No one expects to be involved in an active shooter situation. No one really wants to prepare for it as if it could happen to them. But if it should happen, law enforcement experts agree that the best way to survive is to prepare in advance for your reaction and response.

A | Identity Theft Red Flags

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Don’t let old enemies come back and expose weaknesses in your security program. Identity Theft continues as one of the top threats our members and they are looking to the credit union to keep them safe in a dangerous financial world. The regulations identify numerous examples of identity theft warning signs and require every credit union to have a written identity theft prevention program. But bad guys continue to evolve and so do their techniques for stealing someone’s financial identity.

A | I'm NOT a Salesman!

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Have you adopted a “sales culture” recently? Noticed mutiny on the part of some employees?
No one likes to be sold to, yet everyone loves to buy. Your position in the company is not that of a salesman. You are a solution provider! When members see you as knowledgeable and concerned, they will look to you for suggestions. Your focus is to put ONE person in a better situation.

A | Innovation by Design - Keeping Your Feet on the Ground and Your Head in the Clouds

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It’s so easy in your daily tasks to get stuck in the weeds where you can’t see the big picture!  In this session, creativity expert Gert Garman will help you learn some tools to help you stay grounded in your challenges but still be able to think at 30,000 feet and get to some very different solutions that you may not have discovered before.  There is a process for this and a new skill set to help you continue to think differently and move the needle for your credit union.

A | Learnings from Consumers

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What special qualities, products, or services will bring new members to you? Join Mollie Bell of the Filene Research Institute as she provides you with insights about what drives consumers’ decisions when searching online for new financial institutions, products, and services.

A | Let Me Tell You: Effectively Using Storytelling to Connect Members to Your Services

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Since the beginning of banking, financial institutions have focused marketing efforts on transaction capabilities and superior personal service.  These efforts have served credit unions well.  But a new paradigm of effective marketing has arrived: turning the focus on attracting millennials who will make up your profitable relationships for years to come.

A | Listening: More Than Waiting to Talk

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Can you believe how bad we are at listening? While others are sharing their insight and information, our minds wander off to the kids’ ballgames, our to-do list, or our response to the subject at hand.

A | Loan Officer 101

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Strong successful lending programs begin with loan officers who have strong foundation knowledge of the underwriting basics of lending. If you are a new or aspiring consumer loan officer, join us for this discussion of the important basic steps and criteria for approving member loan requests.

A | Love, L.E.A.R.N., and Wet Cats: The Power of Unconditional Service

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No matter where you work, your company is devoted to creating loyal members and employees. To fulfill that commitment each employee has had to put someone else’s needs ahead of his or her own. It’s that type of unconditional service without the expectation of reward, recognition, or repeat business that fills your employees with lasting purpose.

A | Making the Most Out of Your First Encounter with a New Member

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Whether on the phone, the computer or face-to-face, your first encounter with a new member is your best opportunity to lock your credit union in as their “go to” financial services provider.  Even today, most consumers don’t understand how beneficial a credit union relationship can be to their wallet.  Nearly everyone has a car, a home, a washer and dryer and goes on vacation.  Thousands are either in college or have students in their households.  Where are they getting their financial services, and if not from you, are they getting the most for their money?  Probably not. 

A | Malware Mules & Money

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Financial crimes using the Internet have dramatically increased. The use of crime-ware applications like Zeus, Phoenix, Spy-Eye, and Citadel have wreaked havoc against banking institutions and their customers.

A | Managing Across the Generations

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You hear much about the differences between generations… from millennials to Xers to Boomers to the Greatest generation, each group carries with it a host of different experiences and perspectives. The best results usually occur when all perspectives are present in the decision making process. And truly unique and worthy ideas result when all groups work together. However, there are challenges… Millennials respond well to teamwork. The Greatest generation prefers working alone. Xers tend not to trust.

A | Managing Technology in the Workplace

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It’s here to stay, and it can be your best friend or your worst enemy… technology. Years ago, it was easy to manage technology in the workplace. Simply provide each staff member with a computer, a few passwords and a Privacy Document and all was well. Next came policies that took away access from Social Media during work and mandates that required all employees to refrain from downloading anything off the net.

A | Meet Your Future Member

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Everyone’s looking for the next set of credit union members. We can introduce you.
Filene has conducted extensive research from a nationally representative sample of consumers on their borrowing and other financial intentions. Additionally, we’ve already looked ahead to the year 2025 and have a view of what the landscape will look like – how many credit unions will be there, what products and services will be necessary to meet demand and what delivery channels will be most impactful. Join us to get a head start on the competition.

A | Member Business Accounts Compliance

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What eligibility and documentation should you require to open a member business account? Join credit union compliance expert Mary-Lou Heighes as she gives you the know-how to open and maintain business accounts of all types and sizes. You’ll learn your credit union’s rights and responsibilities to your business account holders, including the eligibility your credit union must require for business accounts within your field of membership.

A | Member Conflict: Opportunity Knocks!

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Member Conflict can signal the end of your relationship with a member or the beginning of an even stronger relationship! In this highly interactive program, member service expert Teresa Allen shares strategies on how to:

A | Member Experience - Consumer-Centric Strategic Advantage

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The “experience economy” has arrived. And it’s changing everything! Understanding this evolving reality and managing your credit union to benefit from its lessons is a game-changer. The experience economy leads us away from commodity-based product pitching, helping credit unions avoid the price-based race to the bottom. Twenty years after the publication of the groundbreaking book, The Experience Economy, by Professors Pine & Gilmore, academics and business leaders are still struggling to apply the lessons of today’s economic revolution. Is effective experience strategy necessarily daunting?

A | More Than Service: Advanced Sales Techniques

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Everyone is in sales—and sales is not a dirty word. In fact, sales is the lifeblood of any organization. If your employees aren’t selling then your organization will die a slow and painful death.

A | Motivation, Incentive & Cooperation

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Motivation, Incentive & Cooperation (MIC) reviews the latest research on the nature of motivation, forms and effects of incentive systems, and the relationship between motivation, incentive and relationship sales. MIC challenges the reflexive tendency of many credit unions to deploy traditional “extrinsic” incentive systems without first maximizing powerful “intrinsic” motivation mechanisms. Overuse of extrinsic incentive systems is especially concerning for our industry as it weakens mission-based motivation, undermining the character that can differentiate our unique, cooperative businesses.

A | Omni-Channel Marketing: Connecting All Member Experiences

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What is omni-channel multi-device marketing? How does it change your credit union’s business development communications? Simply put, omni-channel marketing is one-to-one communication with members, through all the channels and on all the devices they use so that it is seamless, integrated, and consistent. It is centered around the member, customized to each to each member’s marketing channel preferences and products and services usage.

A | Open More Doors - Close More Sales

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You followed all the rules. You’ve read all the books. You’ve implemented the strategies. And still you’re struggling to hit the goals.

Face it – the rules have changed and selling today is different. Customers demand more. Sales cycles are longer. Competition is stronger. And getting above the white noise is nearly impossible. Sales success today means attracting, investing and powerfully adding value. In this keynote your team will uncover the 3 MUST have strategies to open more doors, close more sales and be the envy of your competitors!

A | Optimizing Channels for Superior Member Experience

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Credit unions confront challenges about prioritizing channel delivery every day. In an effort to be good at everything from branch service, to web design, to mobile delivery, they run the risk of being exceptional at nothing. It's not enough to say you want to deliver superior member service; you have to identify the service attributes that are most important for your membership, rank those attributes from most to least important, and then try mightily achieve them. During this session, Erin Coleman of the Filene Research Institute will help you fine-tune your strategies, with a list of credit union DO's and DON'Ts for optimizing channel delivery.

A | Outbound Calling: How to Increase Engagement, Revenue, & Retention

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Explore a solution-based approach to enhancing the lives of our members and people in our communities and/or community business partners

A | Plastic Card Fraud

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Even with the growing popularity of mobile payments and the added security of “chip cards”, plastic card fraud is still rampant. What can you do to reduce your credit union’s plastic card fraud vulnerability and liability? To find the best way to deal with fraudulent transactions, start by knowing your credit union’s options, rights, and responsibilities. Join Becky Garton and Robert Jarosinski from CUNA Mutual Group as they discuss the fraud epidemic, strategies for fighting it, and ways to measure the effectiveness of your fight.

A | Principles of a Great Loan Interview

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Too often we treat loan interviews as transactions instead of opportunities.  The loan interview is the first step in building a performing loan. When you’re interviewing a loan applicant, the questions you ask and the answers you receive can tip the scales from a loan denial to an approval ifyou have the interviewing skills to get all the information you need to determine creditworthiness.

A | Principles of Evaluating Consumer Risk (Underwriting)

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In this session, you will learn the principles of effective underwriting for consumer lending. Next to the CEO and CFO at the credit union, underwriters have the biggest impact on the bottom-line of the credit union. Consumer lending is a hyper competitive business and in order to be relevant in this space today credit unions must understand how to properly evaluate risk.

A | Reading & Understanding Income Tax Returns

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How do you calculate a self-employed borrower’s actual cash flow and ability to repay a loan? Tim Harrington, CPA, will help take the mystery out of your borrowers’ tax returns. You will learn how to ‘Cash Flow’ a personal Federal Form 1040 including, Sole Proprietor Income (Schedule C), Capital Gains and Losses (Schedule D), Rental and Royalty Income (Schedule E page 1), Partnership and S Corporation Income (Schedule E page 2) and more.

A | Recipe for a Well-Blended Multigenerational Team

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Work as duty. Work as means to leisure. Work as a challenge. Different generations approach employment differently. Employees active in today’s labor market are divided into three distinct groups: Baby Boomers, Generation X and the Millennials. Your willingness and adaptability as a progressive supervisor will determine how successful you are in managing and bridging these critical age ranges.

A | Record Retention & Destruction Rules

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Is your credit union retaining electronic and hard copy business records in compliance with regulatory rules and guidelines?
A comprehensive, well-organized records retention system is essential for storing your important documents and producing them for audit and examination purposes, member inquiries, and litigation.

A | Regulation CC: It's More Than Just Holds on Checks!

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New revisions to Regulation CC go into effect on July 1, 2018. Are you ready?
Join compliance expert Mary-Lou Heighes at this discussion of Regulation CC, including the new revisions relating to indemnity for Remote Deposit Capture. You’ll learn about the rules you must follow for deposit holds and availability of funds, the guidelines for special exceptions, hold disclosures and notices, as well as your credit union’s rights and liabilities for check collections and returns.

A | Reverse Mortgages 101 - The Myths and Facts

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Your senior members and their families are asking you about reverse mortgages. What do you tell them?  This webinar will explain how a reverse mortgage works, who ‘qualifies’, what property types are eligible, what your member’s program choices are, how much they cost, and more. You will have the opportunity to ask questions.

A | Robbery Awareness: Back Office Responsibilities

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The person most likely to stumble upon a robbery in progress will be a back office staff member. This program is designed specifically for back office personnel who have little interest in teller training for a robbery situation. Security expert Barry Thompson will discuss situations to avoid and how to handle a robbery they accidentally observe. They will gain new understanding on how to view the physical surroundings they work in daily that can make them a target.

A | Robbery Training for Frontline Staff

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In this focus on robbery training for the front line staff, security expert Barry Thompson, will show you how the robbers case the office before a robbery and what they are trying to observe. You’ll discover how to handle a robbery situation and what will happen after the robber leaves.

A | Say it With Backbone, Not Bite: Assertiveness Skills for Success

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Successful professionals know that assertive communication is the key to productive relationships, teamwork, and results. This interactive and application-rich program helps today’s professionals understand what assertiveness is and what it is not.

A | Snipers, Steamrollers, & Chronic Complainers: Dealing with Difficult People

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Managing or working with difficult people can challenge even the best professional. By discovering why difficult people are difficult and what to say (and what not to say) when working with them, teamwork is enhanced and productivity soars. Stop letting difficult people hijack success and get on with business!

A | Social Engineering: The Capacity for Catastrophe

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Have you ever been “socially engineered” by someone pretending to be a credit union member? This fast moving program on preventing losses will focus on the information the identity thieves have before they call your credit union. You will learn how criminals target your credit union and, more particularly, you, when trying to obtain information or financial rewards. Understand how to question a person so that you can determine if they are a member or a thief. Don’t let the criminals socially engineer you into giving them financial information or access to a member’s account.

A | Social Media Plan = Loan Growth

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Explore a proven social media plan that has been used by credit unions nationwide to significantly grow their loan portfolios and contribute to the bottom line. Deb will tell us about a credit union that was able to close more than $2.5 million in loans from Facebook last year (and is also on track to close even more this year). Don’t miss this strategic session! Key take aways include social media planning, tools for loan growth, and proven strategies to increase ROI.

A | Social Media: Driving Business Through Engagement

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In the digital age, engaging via social channels is a consumer expectation. In this session, Chad Helminak of the Filene Research Institute shares ideas on how to form a social strategy that broadens your organization’s reach and involves the entire team. You’ll get tools your credit union can utilize to successfully leverage social media for stronger business results. This integrated approach across functional areas will address recruiting, member service, sales, marketing, public relations, and even product development, as Mr. Helminak discusses:

A | The Art of Asking Questions: Your Key to Credit Union Sales

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Sales is not about telling the member what you want to say. It’s about listening carefully to what they are saying and then asking questions to determine their needs. In this highly interactive session member service expert Teresa Allen will help you learn about:

A | The Art of e-Business Etiquette

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Good business manners count, even (or maybe especially!) in electronic communication. From social media do’s and don’ts to business-appropriate e-mails, let Sharon Weber show you how to present yourself professionally using today’s electronic tools.

A | The Laws of Checking Accounts

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Checks and checking accounts are governed by pages and pages of rules and regulations.Your members and examiners expect you to know and follow all those rules. Can you? Are you sure about the maximum amount of time you can hold funds from a check? Do you know who is liable when an endorsement or a signature is forged?

A | The New Frontier: Technology and Fraud Detection

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As payments move and settle faster, and fraudsters evolve threats, credit unions need to explore faster options for fraud prevention, detection, and investigation. This session explores available technologies designed specifically for banking including machine learning/AI analytics solutions, authentication, and more.

A | The Path to Presenter

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Fear of public speaking is right up there with fear of heights and fear of snakes. But we all have to do it some of the time.

A | Three Negative First Impressions Your Website Can Help Avoid

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How to Take Your Website from Boring to Beautiful
If your credit union’s website were a dating profile, what first impression would you be giving prospects? Are you the hip, attractive guy who runs five miles a day with his golden retriever, or are you the disheveled old guy with a broken tooth?

First impressions are everything…in dating and in marketing.

A | Tomorrow's Leaders Were Hired Yesterday

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Is your organization committed to promote from within, but find most new managers are hired from the outside? Do young, employees with potential leave the organization due to lack of opportunities? Companies spend thousands of dollars to recruit and train new managers, while the individuals who will lead your organization in the future were working there all the time.

A | Trends in Remote Delivery of Credit Union Services

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The days of walking into a branch to conduct all your business are limited. The adoption of E-Sign technologies and remote delivery of service and sales are helping credit unions improve their bottom lines while delivering modern services.

A | Turn Up the Volume on Members' Voices

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Service failures are not fun, but they are instructive. While it’s still important to track factors like member satisfaction and Net Promoter Score, the need for truly understanding the experiences your members go through, in their own words, is imperative.

A | Turning Financial Literacy into Loan Opportunities

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In today’s economy, credit unions are competing with small and large banks for market share.  Learn what you can do to become more relevant in the community and increase loan opportunities. 

A | UDAAP: Do You Know It When You See It?

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In this important session, Michael Christians of PolicyWorks will help you:

  • Gain a better understanding of what constitutes an unfair, deceptive or abusive act or practice
  • Identify areas of the credit union where UDAAP risk is most prevalent
  • Learn first-hand about UDAAP risk through case study analysis; and
  • Acquire tips and tricks that will help their institution mitigate UDAAP risk

A | Understanding Millennial Attitudes About Finances

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Many businesses, not just credit unions, are buzzing about the millennial/Gen Y group as their top focus. But it’s never too early to think about the Gen Z group that sits just behind them. While you’re shaping your business around millennials, why not make sure those products and delivery channels will have a shelf life for the next generation.

A | Understanding the National Credit Union Share Insurance Fund (NCUSIF)

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When members ask how much of their account balances are fully insured, how confident are you in your answer?
Get the expertise you need to help your members take full advantage of NCUSIF deposit account protection, even on the most complex account structures. Compliance expert Mary-Lou Heighes will show you how the use of various account ownership structures can give your members the reassurance and peace of mind that their funds are safe and secure.

A | Unlocking Your Team's Potential to Achieve Results

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Using the principles used to grow a mortgage division from $30 million to over $140mm in four years, Dan Newberry, VP of Mortgage Operations at TTCU – The Credit Union in Tulsa, Oklahoma, will discuss how to turn an organization around and become profitable.

A | Using Social Media with a Purpose with Strategies that Work

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Discover the difference of using social media with a purpose versus simply using it to have a presence! Our host, Deb Schaffer will provide specific tools and steps you can take to prove valuable ROI for your credit union. Moreover, she will share the well-kept secrets you need to develop an effective digital and social media strategy which will increase your credit union’s brand awareness, grow a valuable fan base, and generate a generous revenue stream.

A | Using Video to Drive Marketing Opportunities

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Video is one of the most effective content pieces in a social media strategy. How can your credit union use it effectively? In this presentation Ron Galloway takes a fun and informative look at the innovative use of video as part of an overall marketing strategy. Ron has produced and directed four noted documentaries, so he has a wealth of ideas regarding the appropriate use of visual imagery to drive a sales and social media video strategy.

A | Verifying Borrowers' Income Using Tax Returns

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With credit unions diversifying their fields of membership, a growing number of members who are seeking loans are self-employed. Loan officers are proficient at qualifying members with pay stubs, but what do they do when a member offers them a tax return to verify income?

This course makes the process of analyzing tax returns remarkably simple by providing careful instruction and frequent examples. Loan officers will quickly learn how to obtain a monthly net or gross income from a tax return. Analysis forms and instructions are supplied to each participant.

A | When a Borrower Dies - Common Mistakes Made by Credit Unions

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Join Bruce Pearson and Robert Wilkins as they navigate through the pitfalls of deceased member loans. From their experience, they have seen several common problems and will share with you relevant how-to advice.

A | When Social Media Attacks

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Social media websites have changed the world. For all the good social media can provide as a marketing tool for attracting an ever-younger (and an ever-older) client base, it can also be used as a weapon against your credit union. Join security expert Barry Thompson as he reviews how, unmonitored, social media can become a nightmare for public relations. He will demonstrate how a social media attack can be constructed, causing negative publicity that tarnishes the image and member trust you have so carefully built. He will also discuss embarrassing problems that other businesses and financial institutions have had to handle -- and pro-active solutions that will keep your credit union in the "like" category.

 

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