Cues in the Wild
Identify the planning opportunity: A member sighs at the counter and says, "I'm counting down the days... 6 more months and I'm never stepping foot in the office again!!!"
What is Retirement Planning?
The minimum dollar amount of savings a credit union member must have before they are allowed to sit down with our advisory team.
What is $0?
"Your share certificate is maturing next week. You should consider moving it into a mutual fund."
What is Giving Financial Advice? (Staff can ask about timeline and make a referral, but not tell them what to do.)
A member is closing a CD to wire funds to an unfamiliar online bank for a slightly higher rate.
What is offering an advisor review / opinion before funds leave?
A member wanting to set up a dedicated sub-account to stash cash for a family vacation coming up in 3 months.
Who should see the Credit Union Staff? (Short-term, immediate cash goals belong in standard deposit accounts).
Identify the planning opportunity: A member setting up a new checking direct deposit mentions: "I just left my company of 8 years and started across town last Monday."
What is a career / job change?
True or False: Staff are expected to analyze and explain investment strategies directly to members.
What is a False? (Staff only need to spot the opportunity and make the introduction).
"I see you just got married on your application. You should buy some life insurance with our advisors before you leave today."
What is pushy / high-pressure selling? (Staff should offer helpful planning, not a hard pitch).
A member approaches the desk visibly upset and tearful, holding an estate check from a recently deceased parent.
What is showing empathy and offering our team as a resource / sounding board?
A retired member asking how to strategically organize their annual withdrawals to keep their taxes as low as possible.
Who should see the Advisory Team? (Long-term income planning and withdrawal strategies).
Identify the planning opportunity: A proud grandmother at the teller line says: "I want to put $50 into a savings account for my newborn granddaughter every birthday."
What is Education Savings?
True or False? DFG charges members an upfront fee just to sit down with and talk to an advisor?
What is False? (Introductions are complimentary).
"How much money do you currently have saved up in your retirement plan at your old job?"
What is prying into specific account balances? (Staff should ask what they plan to do with the account, not for specific numbers).
A member asks you specific, detailed withdrawal rule questions across the teller counter.
What is declining to give tax advice and referring to an advisor?
A member applying for a home loan asks whether they should pull money from their long-term retirement savings to cover their down payment.
Who should see both the Lending and the Advisory Team? (Lending structures the loan; Advisors evaluate the long-term impact on retirement goals).
Identify the planning opportunity: A member brings in a $100,000 cashier's check and remarks: "Just park this in my regular checking for now while I figure out what to do with it."
What is inheritance / major windfall / property sale planning?
True or False: Sitting down with a financial advisor is only helpful for members who are nearing retirement age.
What is False? (Members of any age benefit from goal-setting, emergency planning, and long-term habits).
"You have $100,000 sitting in a checking account doing nothing. That's a waste of money.. let me sign you up to see one of our advisors."
What is judging / criticizing the member's habits? (Staff should ask if the money is set aside for a near-term project).
A member panicked by breaking news headlines demands to pull all their savings into cash.
What is validating their concern and suggesting a portfolio review?
A young couple mentions they just had their second child and want to make sure their family is protected financially if something happens to either of them.
Who should see the Advisory Team? (Advisors help review overall financial protection and long-term family goals).
Identify the planning opportunity: A business member mentions: "I’m finally selling my company at the end of this year and taking some time off."
What is business succession / transitioning into full-time retirement?
True or False? Once a member sets aside money for long-term growth, those funds can never be accessed if an unexpected emergency arises.
What is False? (Advisors keep liquidity needs in mind).
"Let me explain to you the tax penalties of early withdrawals from that retirement account."
What is giving tax / legal guidance? (Staff should hand off complex tax and regulatory questions to the DFG team).
A member's spouse who handled all family bills was placed in care, and the member does not know what accounts exist or where to start.
What is organizing accounts and introducing the advisors?
A 62-year-old member asks if they should start taking government retirement benefits early to pay down their credit union loan faster.
Who should see the Advisory Team? (Evaluating the trade-offs of early benefit timing versus paying off debt).