Support
I would call them if I was having problems with a members bill pay
What is Virtual Solutions
Document where all in branch records that are not new accounts are logged.
What is the transit log
Only social security funds may be deposited into this specialty account
Representative Payee
A type of loan that is available for members to use as they need and stays open as long as the member wants it.
What is a open ended or revolving loan
Shows presence and sets the tone for the member interaction.
What is Greet
Department that handles members that owe the credit union for losses, including overdrafts and delinquent loans
What is credit solutions
Excel spreadsheet found in the Y drive for tracking documents mistakes and missing information.
What is the South Lansing Error Log
You would call this department for questions pertaining to a conservatorship
IRA/Specialty Account ex. 1133
This option protects the borrower in the event their vehicle is totaled and the loan us underwater.
What is Gap
A conversation tool that opens the door to getting more information from the member
What are open ended questions
I would call this department for general questions or if I am not sure who to reach out to.
What is the Member Service Department
The person that signs off on new memberships and confirms that membership eligibility has been met.
What is an MSO
This account requires a tax ID number, letters of authority from probate court, and can only be opened after the passing of a family member
Estate Account
Conversation with the member to better understand their needs before starting a loan application.
What is the loan interview
Asking questions of the member with the goal of identifying the members true needs
What is Understand
Department you would call for help with a wire transfer
What is the accounting department
Program that shows all new accounts opened electronically and is used for quality checking
What is BAO admin
Legal option created by an attorney to denote a line of succession for a members assets, protecting them from going to the estate.
What is a Trust
The value remaining on collateral above the loan amount
What is Equity
Arguably the most important piece of relationship selling, this shows the member that we understand their needs and are here to help.
What is Acknowledging and Empathizing
This department will answer questions regarding existing loans and credit cards.
What is Loan Servicing
Printout that lists all new accounts opened in the branch including loans and BAO applications
What is the C-view
This type of paperwork needs to be reviewed by a specialist and approved prior to account opening as it generally only covers physical care, not financial care
Guardianship Paperwork
Optional product that protects the member and their credit in the event of unexpected life events
What is Loan Protection
The graphical representation of a conversation flow starting with broad questions and getting more specific.
What is the questioning funnel