Products
Name 4 School Employee products
Paycheck planner, summer saver, SECC, Classroom supply loan, computer loan, uniform loan, auto loan with summers off, higher education loans, mtg and curriculum loans
Members are busy and need us to meet their financial needs quickly and efficiently.
Made the most efficient use of your time
What are the 5 BOC categories?
Build Rapport, Attentively Listen, Personalize Solutions, Gaining Agreement, Addressing Concerns
What does PACT stand for?
P primary need, A advice and solutions, C celebrate and recap, T time
What department services GAP, PSP, MRC
Insurance services
Who is the Youth Debit share designed for?
Varsity Members 13-17 years old
Members expect us to listen to their needs then help them accurately transact and find solutions.
Did things right the first time.
How many personal things do we want to find out about a Member?
At least 3 personal things.
How do we find a Members primary need when opening their new Membership?
What would you like to make sure we accomplish today? To have a better understanding, what are your goals in establishing your new Mbrshp
Department that services retirement products
IRA services
Which product offers debit rewards?
Investment checking
Members want to feel valued on a personal level so it’s important to individualize your approach with each Member.
Treated you like a valued Member
What are 3 traits of being an empathetic listener?
Exhibit a natural curiosity, demonstrate empathy, ask relevant discovery questions, take notes, let the Member finish their sentences, observe non verbal cues, paraphrase
How do we personalize a Members experience opening a new Membership?
Set expectations before asking questions, ask purposeful open ended questions, tie recommendation to a feature and benefit
What is free to Members but charges 15% to non Members
Coin machine
Who receives unlimited fee free Out of Network ATM withdrawals. (Not SFFCU)
School employee investment checking with debit card
We need to communicate in simple terms and concepts our Members will understand, not use jargon.
Communicate clearly
What are the best practices to personalize solutions? Give 3
Listen to be able to identify what’s important to the Member, paraphrase the Member comments, avoid Jargon (make explanations easy to understand), use phrases, “based on what you said”, “since you mentioned”
Members appreciate when we make efficient use of their…?
Time
Allows Members to send and receive quickly (2)
Domestic wires and Zelle
How many points are earned with the Rewards credit card, Investment checking debit card
Investment checking debit card 2 points per transaction, rewards card 1.5 points per dollar spent
To match Members needs, we play an important role in informing Members about SFFCU products and services.
Was knowledgeable about the CU’s products and services
What are 3 examples of Reflective Listening Statements?
It sound like…, I can see why…, I get a sense that.., It appears that…, What I hear you saying is…, It seems like…, So, what I‘m hearing is…, You’re feeling like…
How do we make sure things were “Done Right the First Time” and reinforce the Members choice of SFFCU
Celebrate and Recap
What department offers all types of life insurance
Investment services/Trust services