Steps/Checkilist for New Employee Training (FSC/FSC II/FSC III)

Checklist for New FSC Trainee

Employee Name: ______Title: ______Hire Date:______

Department: ______Manager:______

Training on each product and services should include the following as applicable: Features-Benefits-Procedures (processes)-Policies-Technical TRAINERS AND MANAGERS: PLEASE RETURN THE COMPLETED CHECKLIST TO THE TRAINING DEPARTMENT FOR FILING. New Accounts

Deposit Rate Sheet  Procedures when negative status is reported  Share rates  Assigning check ID numbers  Money Market rates  Check order codes/fees  Checking rates  Setting up overdraft  Certificate rates  Knowledge of share draft processing  IRA rates Check Orders  Schedule of Fees  Clarke American website New Accounts  Rush orders  Membership application  Reprint orders  Required/Optional Fields  Fees/Discounts  Linking family member accounts  Temp checks  Adding Joint Members Money Market Accounts  Adding Beneficiaries to an Account  Opening the Money Market account  Field of Membership eligibility/CSO  Adding a Checking ID number  Truth in Saving Disclosure  Ordering Money Market checks  NCUA insured funds  Additional services request form Certificates  Open new certificates Trust Accounts Deceased Accounts  Redeem a certificate (partial and full redemptions)  Forms needed  Forms needed  Altering existing certificate rates Open Checking Accounts  Certificate Renewals  verifying with ChexSystems (e-Funds/ Clarke American  Certificate Maintenance website)  Altering certificate rate/reprint a certificate

FEEDBACK FORM This is your opportunity to assess your comfort level with the material you have learned so far. Please rate the skills and knowledge you feel you possess now. Please circle one number for each item that best describes your feeling. At this time… Disagree Agree I understand how to use the Deposit Rate Sheet and Schedule of Fees and where to find 1 2 3 4 5 them.

I know all the steps required to open New Accounts, including savings accounts, checking 1 2 3 4 5 accounts, ordering checks, opening new Money Market accounts and Certificates.

I understand what forms are needed for Trust Accounts and Deceased Accounts. 1 2 3 4 5

I feel comfortable asking my Trainer for clarification on the material being covered. 1 2 3 4 5 I feel ready to move on to more complex transactions. 1 2 3 4 5

Trainee’s Signature Date Trainer’s Signature

Revised 03.29.04 Page 1 of 11 Checklist for New FSC Trainee

Teller Functions

Check holds/ availability of funds  PLOC/HELOC advances  Funds availability policy  Visa payments  Service Centers  Cash advances  Travelers Checks, Money Orders, Cashier Checks  Custom Transactions  Knowledge of IRNET (VIGO) wire process and  Overrides procedures  Business Account transactions  Safety deposit boxes  Night drop box Balancing (this section specific to FSCs with cash  Pony, US and Branch mail delivers handling capabilities)  Teller Proofing Documentation (as required by branch personnel)  Teller Balancing  Currency Transaction Reports (CTRs)  Cash Counting  Suspicious Activity Reports (SARs)  Teller Banking  Selling cash back to the vault Account Transactions (this section specific to FSCs with  Check if Finish Can Be Run cash handling capabilities)  Preparing check batches for Wescorp  Cash Replenishment  Proofing Business Account checks  Multiple Transactions  Transfers (including between other accounts)

FEEDBACK FORM This is your opportunity to assess your comfort level with the material you have learned so far. Please rate the skills and knowledge you feel you possess now. Please circle one number for each item that best describes your feeling.

At this time… Disagree Agree

I understand the requirements of Reg CC, and how to apply the credit union’s Funds 1 2 3 4 5 Availability Policy.

I know the procedures for helping Service Center members (Irwindale branch only). 1 2 3 4 5

I am familiar with the other Teller-related functions, such as: issuing Travelers Checks, Money Orders, and Cashier’s Checks, as well as the process for IRNET wires (VIGO); 1 2 3 4 5 maintaining safety deposit boxes and the Night Drop box; different mail delivery options.

I know how to perform Teller duties and transactions, and can balance a cash drawer. (For 1 2 3 4 5 employees working dual functions at a Branch)

I feel comfortable asking my Trainer for clarification on the material being covered. 1 2 3 4 5

I feel ready to move on to more complex transactions. 1 2 3 4 5

Account Transactions

Account Transactions requests  Transfer existing account to new accounts  How to process a deposit procedures  How to process a loan payments  Withdrawing funds on a closed share accounts  How to process a check withdrawal Global Access/ATM Card Orders  How to process a PLOC advance  New orders  How to process transfers between accounts  Rush orders  How to process Visa payments  PIN change  HELOC advance  PIN Re-order  Wire Transfers requests  Lost/Stolen card report procedures/forms  Custom Transactions- GL’s  Fraud/Dispute documentation and procedures  GL transactions, narrations, posting and reversing  Change card status fees  Using OnBase for looking up loan p/w &  Card re-order membership cards  How to review ATM/Global Transaction History  How to select a personal PIN vs. automatic PIN Stop payments  Temporary ATM cards  On personal checks  New ATM orders  Viewing stop payment history  New ATM orders with a joint  Editing stop payment history  New Global orders  Stop payment letters  New Global order with a joint  On Travelers checks  Expired ATM/Global card reissue Closing Accounts Insurance and CUSO Services  Account review prior to account closure  LPL (Bob Bullock) (ATM/Debit/Payroll/ACH set up/Clearing checks)  Liberty Trust  Delete joint member procedures  AD & D insurance  Member Secure

FEEDBACK FORM This is your opportunity to assess your comfort level with the material you have learned so far. Please rate the skills and knowledge you feel you possess now. Please circle one number for each item that best describes your feeling. At this time… Disagree Agree I know how to process basic account transactions (deposits, loan payments, check withdrawal, PLOC advance, transfers between accounts, VISA payments, HELOC 1 2 3 4 5 advance, Wire Transfers)

I understand how to process GL transactions and how to use OnBase. 1 2 3 4 5 I know the steps for processing, viewing and editing Stop Payments, as described above. 1 2 3 4 5 I understand the process for Closing Accounts, as listed above. 1 2 3 4 5 I have learned all the processes described above regarding Global Access Cards and ATM 1 2 3 4 5 cards. I am familiar with the Insurance and CUSO Services offered by the credit union. 1 2 3 4 5

Revised 03.29.04 Page 3 of 11 Checklist for New FSC Trainee Trainee’s Signature Date Trainer’s Signature

Account Maintenance

Account Maintenance/Account inquiries  Call Queue  Changing names  Letters  Changing Addresses  Surveys  Pulling Statements  Email  Looking up cleared checks from the past 3 months (Wescorp website) Delivery/Interaction Channels  Viewing statements without printing  Outlook/E-Mail  Placing and deleting freezes and flags  Webchat (Call Center only)  Overrides  Call monitoring (Call Center only)  Reviewing History  CU@HOME  All 0$ Features  Bill Payer  VISA system inquires  CU Worth & CU Alerts  Outlook forms  Recording Voicemail/Phone operations  Fast Line Touché (including logging cross-sells)  Intranet  Main Screens  Continuance-Downtime processes  Solvit Inquiry  Internet-On line loan applications  Cross-Sell products  Loan by phone applications  Follow-Up

At this time… Disagree Agree

I understand all the process listed above for Account Maintenance and Account Inquiries. 1 2 3 4 5

I know how to use the Touché software for product cross-selling, follow-up, and other 1 2 3 4 5 member relationship tools as described above.

I am familiar with our various channels for Member Interaction and account access. 1 2 3 4 5

Loan Products  Credit Reports  Loan Rates  Risk Score  Autos (new/used)  Pricing  Auto Equity  Restrictions/Limits  First Time Buyer program  Loan maintenance  PLOC  Loan history  Recreational vehicles  Payoffs  Certificate secured loans  Loan Extension –initial procedures  Visa’s loans  BK training  Kelly Blue Book- KARPOWER Lending Procedures and Processes  Nada website – RV and Watercraft pricing  Loan policies and procedures  Loan Loading Standards Sales and Service Standards  Approving loans  Sales Incentive Program (standards, thresholds  Required documentation and payouts) (conditions/comments/paperwork/processes)  Sales & Referral tracking (Touche)  Required fields that affect the credit score  Intranet reports (Loan & Insurance report,  Debt ratios and Disposable income Pipeline reports)  Gross and Net income  Department Service Standards

FEEDBACK FORM This is your opportunity to assess your comfort level with the material you have learned so far. Please rate the skills and knowledge you feel you possess now. Please circle one number for each item that best describes your feeling. At this time… Disagree Agree

I know the features and benefits of our Loan Products, as listed above. 1 2 3 4 5

I have learned all of the Lending Policies, Procedures and Processes described above. 1 2 3 4 5

I know what is expected of me in the Hi 5 Sales and Service Program, including the Standards I must meet, the tracking process for sales & referrals, my Team/Dept. 1 2 3 4 5 standards, and the Sales Incentives I am eligible to earn.

Loan Services

Payroll/ACH  Edison payroll deduction procedures/forms  Edison direct deposit procedures/forms Third Party Vendors Processing  Coca-Cola payroll deduction/direct deposit  Dick Martin Leasing procedures/forms  Leasing-Back End  Other payrolls  CUDL / Indirect  ACH screens Loans Processing Periodic Payment  Preparing New Loan documents  Adding a periodic payment from a share acct to a  Updating Completed Loan documents loan within the same account  Verifying income and required conditions  Adding a periodic payment from SCEFCU to another institution Loans Maintenance  Display a periodic payment Coupon orders  Change a periodic payment Term and payment changes  Delete a periodic payment Close and transfer existing loan to new account  Alter the rejection history

At this time… Disagree Agree I am familiar with the various payroll procedures and forms used for Edison and Coca-Cola 1 2 3 4 5 payroll deductions and direct deposits, and the ACH screens involved.

I understand the various procedures listed above for processing Periodic Payment. 1 2 3 4 5

I am familiar with the processing required for Third Party Vendors, such as Dick Martin 1 2 3 4 5 Leasing and CUDL.

I understand the process for preparing and updating loan documents, and how to verify 1 2 3 4 5 income and required conditions.

I have learned about Coupon orders, Term and payment changes, and how to close and 1 2 3 4 5 transfer an existing loan to a new account.

DMV Department

Insurance Products  Out of state forms, processing and paperwork  MBI (Mechanical Breakdown Insurance)  Refinance form, processing and paperwork  Uspsales website (MBI quotes)  Lease Buy-outs, processing and paperwork  Gap Insurance  Collateral forms, processing and paperwork  CLCD (Credit Life and Credit Disability)  Parent to child transfers  Auto Insurance requirements  Adding members to a title  Cotrak  Lien satisfieds  Knowledge of processing, procedures and timelines DMV  Taxes and registration  Private party forms, processing and paperwork  Fees

FEEDBACK FORM This is your opportunity to assess your comfort level with the material you have learned so far. Please rate the skills and knowledge you feel you possess now. Please circle one number for each item that best describes your feeling. At this time… Disagree Agree I am familiar with the Insurance products offered by the credit union, as listed above. 1 2 3 4 5

I understand the DMV forms and paperwork required for various types of auto purchases 1 2 3 4 5 and loan transactions. I have received DMV reference materials and know how to use them to find information on 1 2 3 4 5 DMV paperwork. I feel comfortable asking my Trainer for clarification on the material being covered. 1 2 3 4 5

Home Equity Department

Home Equity Loans  Fixed 2nd mortgages Community Mortgage Funding st  Variable 2nd mortgages (HELOC)  Basic knowledge of 1 mortgages  Knowledge of Home Equity processes and  Referral tracking documentation

FEEDBACK FORM This is your opportunity to assess your comfort level with the material you have learned so far. Please rate the skills and knowledge you feel you possess now. Please circle one number for each item that best describes your feeling. At this time… Disagree Agree I am familiar with the features and benefits of the Home Equity/ 2nd mortgage products 1 2 3 4 5 offered by the credit union, as listed above. I know the first mortgage products offered by CMF, and I understand the process for 1 2 3 4 5 referring members to CMF.

IRA Training

IRA’s  Opening Traditional IRAs (certificate & variable)  IRA Variable Internal transfers (procedures & forms)  Roth IRA’s  IRA External transfers (procedures & forms)  Coverdell Education Savings Accounts  IRA rollovers (procedures & forms)  IRA contributions/distributions  Redeeming an IRA  Required Minimum Distributions  IRA Withdrawal information  IRA Internal transfers (procedures & forms)  Using online tools (Bysis-IRA Service Center)

FEEDBACK FORM This is your opportunity to assess your comfort level with the material you have learned so far. Please rate the skills and knowledge you feel you possess now. Please circle one number for each item that best describes your feeling. At this time… Disagree Agree I am familiar with the features and benefits of the IRA products offered by the credit union 1 2 3 4 5 (IRA Certificate and Variable IRA). I understand the three types of IRAs offered by the credit union (Traditional, Roth, 1 2 3 4 5 Coverdell ESA) and how they work.

I know the details of IRA contributions and distributions for all three types of IRAs offered. 1 2 3 4 5

I am familiar with the process of the Required Minimum Distributions (RMD) on Traditional 1 2 3 4 5 IRAs, and know where to find more detailed information/answers about RMDs if necessary.

I understand what IRA transfers and rollovers are, and I know the procedures and forms 1 2 3 4 5 used for processing internal and external IRA transfers and rollovers.

I know which IRA forms to use for the various different IRA transactions that we perform for 1 2 3 4 5 members, and how they should be completed.

I understand the procedures for redeeming an IRA. 1 2 3 4 5

I know how to use the online tools (IRA Service Center & Application Management) to offer 1 2 3 4 5 the best IRA service to members.

Business Accounts

Business Types  Sole Proprietorship Fields of Membership  General Partnership  Explanation and codes  Limited Partnership  Limited Liability Partnership (LLP) Account Types  Joint Venture  Savings  Limited Liability Company (LLC)  Checking  Corporation  Money Market  Unincorporated Association  Certificates  Informal Organization Business Loans  Member Business Services (MBS) ______

FEEDBACK FORM This is your opportunity to assess your comfort level with the material you have learned so far. Please rate the skills and knowledge you feel you possess now. Please circle one number for each item that best describes your feeling. At this time… Disagree Agree

I am familiar with the features and benefits of the business products 1 2 3 4 5 offered by the credit union.

I understand the different business types and fields of membership 1 2 3 4 5 for business accounts

I understand the business account types and the differences between the 1 2 3 4 5 varying checking accounts

I feel comfortable asking my Trainer for clarification on the material 1 2 3 4 5 being covered.

______Trainee’s Signature Date Trainer’s Signature

Additional Conference / Online Training

Conferences (will be assigned at the department Regulations managers discretion)  Regulations B&Z  Basic IRA -Conference  Regulation E  Basic Lending –Conference  Regulation CC  Bank Secrecy Act (BSA)

Programs/Software Utilized

Software training completed Additional training required  Ultrafis (CRT)  ______ FSP/Front Office  ______ FSP/Alps  ______ Touché  ______ Outlook  ______ Kelly Blue Book- KARPOWER  ______ Intranet  ______ CU@HOME  ______ Bill Payer  ______ Recording Voicemail/Phone operations  ______ Fast Line  ______ Continuance  ______ Cyber Systems (Email/Webchat)  ______ IRA Service Center/Application Management

Trainers Recommendation and Needs Assessment:

______

Managers Recommendation, Needs Assessment, or Action Plans:

______

Internal Training Managers Recommendations or Action Plans:

______

TRAINERS AND MANAGERS:

I have reviewed the training checklist and listed my training recommendations (if any) above.

______Trainer Signature and Date Department Manager Signature & Date Training Manager Signature & Date

PLEASE RETURN COMPLETED TRAINING CHECKLIST TO THE TRAINING DEPARTMENT FOR FILING.

Revised 03.29.04 Page 11 of 11