Product(s) & Service(s)

Branch

100

Member shares that they forgot to transfer over the excess change from their Checking Account to their Savings Account so they can continue to save pennies. 

What can you offer this member? This could be more than 1 item.

Round Up

Pre-Auth

Alerts

200

Member has a high balance in their Checking or Savings Account. 

What can you offer this member? This could be more than 1 item.

Money Market

Certificate

Investments

300

Member is concerned that their funds may run lower than expected or may be faced with an unexpected cost. 

What can you offer this member? This can be more than 1 item.

CP

LOC

400

Member mentions their direct deposit needing to be moved to our F.I. while mentioning this they go on to say that really they are need to move around a lot of their payments to RBFCU since we are now their primary F.I.

What questions can we ask this member to get them set up with ClickSWITCH?

• Would it be helpful if we helped move your direct deposit and payments over the make this your primary account?
• Many of our members don’t realize we can request your direct deposit for you, it’s quick and secure. Is that something you would be interested in?
• If you’re using this account regularly, setting up your direct deposit or automatic payments can really simplify things. Do you have a moment for me to set that up for you?

500

Members come in with the following scenerios - 

• Member comments on the inconvenience of having to come in to get money orders or cashiers checks for bills
• Member likes to stay on top of their accounts
• Member mentions having difficulty managing all their bills
• Member seems concerned about sending checks through the mail

Bill Pay seems to be the best option, what questions can we ask to see if members are interested in this service? 

• It can be overwhelming to manage all of your bills. I can show you how to minimize the stress of having all your bills going to different places. Do you have time right now to discuss?
• It is concerning when you are not sure if your checks are going to get delivered in a secure and timely manner. I can show you a way where your information will be secure and your bills will get paid on time. Will that work for you?
• Staying current on your accounts is important. We can help you view your account and view your payment history immediately, giving you control from the comfort of your home. How does that sound?
• Your time is important. It is frustrating to have to visit a branch for money orders every month. I may be able to save you some time in the future. Is that something that would interest you?

Lending

100

Member mentions they are having car trouble.

What can you offer this member? 

Vehicle Loan

Major Mechanical

200

Member comes in and wants to set up a reoccurring ACH to an external F.I. for a loan.

What kinds of questions could potentially lead to a product or service suggestion?

If you don't mind me asking what is the current rate that you are getting?

What plans do you have for this specific loan?

300

Member comes in and mentions wanting to build/ fix credit for themselves or their kids.

What kinds of questions can we ask this member to get a better understanding of what it is that they want to accomplish?

 - To get a better understanding of where to start, have you even looked into or applied for credit before?

- Do you currently have debt elsewhere that you are wanting assistance with?

- You are at the beginning of your financial journey, have you started to look into building your or your child's credit?

- Do you currently have knowledge of how credit works?

- When building your credit are you looking for something that is more secure or are you wanting to see what you qualify for based on your credit report?

400

Member mentions they are needing funds for an emergency but is worried about not qualifying without collateral.

What can you offer this member?

Signature Loan

500

You notice that one of our business members have a lot of funds sitting in their savings account.

What are some ways that we can approach the conversation of cross-serving a Money Market or Certificate for them? 

Mortgage

100

Throughout your shift several scenarios have occurred - 

• Member mentioned that they got a new pet
• Member mentioned that they moved into a new home or apartment
• Member mentioned that they need or are shopping for insurance products offered by RBFCU Insurance Agency
• Member mentioned that they started their own business
• Member purchased a new vehicle

What are some questions you can ask our members to educate them on RBFCU Insurance?

• Congratulations on starting your new business! Did you know we offer commercial insurance to protect you and your business?
• Congratulations on your vehicle! Along with the great rate you received, we have a few other ways we can help protect your vehicle. Would you like to hear more?
• Moving into a new home can be exciting and overwhelming. We do our best to make the process simple for you and give you peace of mind. We might be able to save you time and money.
• Pets are important members of our family. To ensure your pet is protected, we offer an amazing product that can help with medical needs you might need to cover. Would you like to hear more?
• Starting with a new insurance provider can indeed feel a bit overwhelming. Rest assured that RBFCU Insurance Agency is committed to making this transition as smooth and seamless as possible for you.

200

Throughout your shift several members have mentioned the following - 

• Member mentions that they are in the market for a new home
• Member mentions that they are looking at the process of purchasing their first home
• Member mentions that they are looking to sell their home
• Member mentions that they have been saving money to buy a house

RBFCU has an Appraisal Company that might benefit our members.

What kinds of questions can we ask our members?

• It's exciting to look at potential new homes. How far along are you in that process?
• It's exciting to start saving up for your dream home. We have a few options that may help you save money and achieve this goal sooner.
• The process of buying your first home can be overwhelming. Which part of the process are you seeking more information on?
• We may be able to get you into your dream home sooner than you think. Would you like to learn more?

300

In your shift you come across these different scenarios - 

• Member is close to paying their mortgage off
• Member mentions that they want to remodel their kitchen
• Member shares that they want to get rid of their student loans

You realize that a Home Equity Loan might be the most beneficial. What kinds of questions can you ask your members?

• I see that you're almost done paying off your mortgage. Do you have plans for what you might do with the payment amount after you pay off your house?
• Remodeling is a costly, but a very rewarding project. I may be able to help you start on your project sooner and alleviate some of your stress about the cost.
• Student loans can be overwhelming and costly. Do you own a home?
  • No: Refer a Signature Loan option
  • Yes: We offer a product that can help you pay off your loans and save you money.
• We may have some options to help save you money when you are ready for your next large purchase.

400

You are assisting several members throughout the day and were presented with the following scenarios - 

• Member mentions that they are saving money to buy a house
• Member mentions their intention to purchase farm/ranch property
• Member states they've recently been pre-approved for a mortgage

RBFCU has a Preserve Title Company and could be a great fit!

What kinds of questions can we ask our members? 

• Buying or selling a home is a large financial endeavor. Have you decided on a title company that can provide you the peace of mind knowing that your transaction is being handled appropriately?
• Purchasing and securing ownership of a home can be overwhelming. Have you decided on how you'll protect your investment from fraudulent claims, liens and more?
• Ranch and land purchase are complex. Have you had anyone review property access, mineral rights, environmental and other concerns?

500

You are asissting members thorughout your day and were given these different scenerios - 

• Member mentions that they are relocating
• Member mentions that they are selling their house to downsize or upsize to their next home
• Member mentions that they have been saving money to buy a house
• Member states that their house has been on the market for an extended period of time

You remember RBFCU has Kuper Sotheby's International Realty. What kinds of questions can we ask our members?

• Having your home on the market for a long time can be stressful. Have you considered speaking with one of our real estate professionals who can provide assistance with listing, pricing and marketing?
• Our full-service real estate agency can help you navigate through the process. Would you be interested in learning more about how we can help you buy and/or sell your home? Our full-service real estate agency can help you navigate through the process.
• Working with a real estate professional and negotiator can help you get the best deal. Would you like to hear more about how a real estate professional can help with the home buying process?
• Would you be interested in learning more about how we can help you list and sell your home?

CUSO Financial Services

100

What are some member cues that we could listen out for to recommend RBFCU Investments to our members? 

• Member expresses interest in a minor account
• Member has a check from:
  • Capital Group/American Funds
  • Charles Schwab
  • Edward Jones
  • Fidelity
  • Merrill Lynch
  • Any other investment company
• Member is making a large deposit or withdrawal
• Member is shopping rates
• Member mentions a promotion, raise, or bonus
• Member mentions an inheritance
• Member mentions birth of child or grandchild
• Member mentions key words such as:
  • 401(k)
  • Annuities
  • Beneficiaries
  • Bonds
  • Estate planning strategies
  • Investments
  • Life insurance
  • Mutual funds
  • Pensions
  • Retirement planning
  • Rollovers
  • Stocks
  • Traditional or Roth IRA
• Member recently retired or is planning to retire

200

What are some member cues that we could listen for to recommend RBFCU Retirement Program? 

• Member has direct deposit or paycheck from a Texas school district
• Member is a school district employee who is concerned about when or if they can retire
• Member is wearing a school polo or lanyard
• Member opens an account and indicates occupation as a teacher or other role within a school (e.g., administrator, counselor, cafeteria worker, or coach)
• Member wants someone to explain the TRS pension and other retirement options

300

Sometimes members will come to you for some of the following scenarios - 

• Member has a special needs child that must be looked after
• Member has an adult child adding themselves to their parent’s account to assist with financial duties (e.g., budgeting or bill paying)
• Member has an elderly loved one becoming forgetful and needs help
• Member has children located in distant geographical locations
• Member has no family close by
• Member has no will or estate plan
• Member has spouse or partner but no children
• Member is a widow
• Member is adding transfer on death (TOD) designations to accounts
• Member mentions a death in the family
• Member mentions a transfer on death beneficiary seeking payout
• Member mentions they are a trustee seeking to transact business on a deceased person’s account
• Member mentions what a headache probate can be
• Member requests to remove a deceased joint owner from accounts

What are some Products or Services that we can offer our members?

 - Trust Services

 - Estate

 - Rep Payee

400

Members are asking the following questions - 

• Member asking about saving for retirement
• Member concerned about not having enough money for retirement
• Member leaving a job and must rollover 401(k)

What kinds of high value questions can we ask our members to see if they would be interested in an IRA with RBFCU?

• It is overwhelming thinking about saving for retirement. We offer an IRA which may meet your needs. Do you have a moment to discuss this option?
• It is unsettling thinking about not having enough funds to retire. We offer a retirement savings account that can help offer peace of mind. How do you feel about that?
• Preparing yourself for retirement can be confusing. We offer a retirement savings account that is safe and reliable. Do you have a moment to discuss this further?

500

We assist several members that meet the following criteria - 

• Member is 65 years of age or older.
• Member is confirming if a supplemental insurance coverage payment was withdrawn from their account.
• Member shares that their prescriptions are becoming more costly.

What product or service can we offer that might benefit these members?

Medicare

Random

100

A member comes in and mentions that they want to open several savings accounts for their grandkids so that when they pass, they will have access to funds that are being left for them. They state that it is a lot of work keeping track of so many accounts.

What could we educate this member on to maybe better assist with their desire?

Payable on Death Beneficiaries

200

A member comes in and states they have not been able to see or access the PDF for their statements and would really like to print their statements out.

Is there anything we can do for this member?

 - Educate member on how they can print their statements on the Self-Service computer that we have and let them know we can place a ticket for some OLB assistance if the issue continues.

 - Print the statements ourselves for the member without a fee.

300

Member comes in with Fraud on the account and has no clue where to start. It has been a crazy day; member is overwhelmed and stressed out.

What can we do to assist this member?

Assure member that we are going to do whatever it takes to help them in any way that we can.

Take member into an office and review the accounts while communicating with them on the steps that you are taking.

Let them know the different steps we can take to prevent or mitigate this from happening again in the future.

400

A member comes in wanting to negotiate several savings bonds with us. After scanning the bonds and verifying the information on them matches with what is in DNA, what extra step should we be taking to verify that the bonds have been scanned for the right amount?

Checking the Savings Bonds verification link to make sure they are being negotiated for the right amount.

500

A member comes in with a check made out to "Jane & John Doe"

Who has to sign in order for the check to be negotiated.

Both Jane and John Doe.