AAA
Makes great first impressions through greeting. Asks questions to get to know the member on a personal level and establishes a genuine connection.
What is Builds Rapport & Establishes Trust?
-Needs loan officer
-Card Machine down
-Member asks to do so
When is it appropriate to sit a member in the lobby?
Happiest place on Earth
What is Disneyland
This compliance requirement involves ensuring fair treatment of borrowers and preventing discrimination in lending practices.
What is Fair Lending Compliance?
It's a color and fruit
What is orange
Ensures common understanding between self and member by asking clarifying questions. Ensures the product or service is in the members best interest, then reiterates the value and benefit for clarity.
What is Understanding Objections?
1. Member
2. Credit Union
3. Team
4. Self
What is the decision making hierarchy?
"Just do it"
What is Nike?
All accounts in good standing
All owners must sign
Alt access must be removed
New member App
What is necessary to conduct a Deletion of joint?
Any purchase (throughout the entire business day) of negotiable items, including Cashier's Checks and Gift Cards, that are made with cash ($3,000 - $10,000)
What requires an MIR to be filed?
Changes delivery based on various generations, financial acumen, and personalities. Understands the generation gap between self and member.
What is Adapts to Audience?
This tool is used to track and manage members interactions and data throughout the members lifecycle
What is Customer Relationship Management (CRM)?
"Eat Fresh"
What is Subway?
Guaranteed Asset Protection with advantage and ADR protects your borrower against financial loss in the event their vehicle is damaged beyond repair (totaled) or stolen and never recovered.
What is GAP?
Calf
What is the name for a baby cow?
Teaches the member how to utilize products and services, and checks for understanding. Effectively summarizes what has been done. Ensures things are done correctly the first time, all products are functioning properly and all commitments are kept.
What is Product Demonstration & Quality Assurance?
This metric measures the likelihood of customers recommending a company's products or services to others.
What is Net Promoter Score (NPS)?
The Quicker picker Upper
What is Bounty?
-Adoption -Court documents -Court order
-Copy of old and new ID -Divorce Decree
-Marriage Certificate
What documents are acceptable for a name change?
This act requires credit unions to implement anti-money laundering programs and report suspicious activities
What is the Bank Secrecy Act (BSA)?
Creates confidence with members every time, reassuring them as their financial guide. Functions as the point of contact for any future needs. Explains next steps, sets any future appointment sand expectations for onboarding and asks for referrals.
What is Fallow-up & Post-Sale Relationships?
This approach involves understanding and addressing the emotional needs of customers during interactions.
What is empathetic service?
"Can you hear me now"
What is Verizon?
This federal agency oversees the regulation and supervision of federal credit unions.
What is the National Credit Union Administration (NCUA)?
This U.S. President delivered the Gettysburg Address in 1863
Who is Abraham Lincoln?