MEMBER EXCELLENCE
An 18 yr old comes in wanting to establish credit , what can you offer ?
What is a credit builder loan ?
When offering credit life and disability on a personal loan the member says they cannot afford it because of medical procedures upcoming and are trying to save for the cost and they have disability coverage at work. How do you respond?
Breaking down cost with member on monthly payment and go over income lost impact sheet.
Member calls in to finalize on an auto loan refi and wants to set up auto pay from her checking account. While pulling up the checking account what can you review that can assist the member in saving money?
What is Round up?
A member is calling in for next steps on a external refinance and is providing payoff information, what is something you should ask the member ?
Do you have an up coming payment at the other financial institution?
I could potentially help members and their families avoid missed loan payments, the max age to qualify is 70. What am I and how would you describe me to our members?
What is CL and CD?
Mbr calls in upset about applying online and it doesnt allow him to submit the application. How can you handle this call?
Hear the member out and express apologies for the inconvenience and thank the member for bringing it to our attention so that way we can make sure nothing is down. Then offer to take application on the phone .
Member calls in to see what help they can get on a past due auto loan, they missed a payment last September and have been behind ever since, every time they make a payment for the month the next payment is a due in less than a week, what can we offer our member ?
What is a refinance ?
If applicable , what is SAP ?
Member is looking for product that offers a locked in interest rate and higher dividend rate.
What is a Share Certificate?
You are assisting an elder member finalize their external refinance and they missing payoff information, what should you do as a courtesy to our member?
Call for payoff quote using rolodex.
_____ pays off or reduces the loan balance in the event of an insured borrower's terminal illness, or accidental dismemberment, or death
What is Credit Life?
You have finalized on a dealer purchase for a member and have booked the loan, before hanging up what can you say to the member to exceed their expectations?
Congratulations on your purchase.
A young family man comes in and is purchasing a high priced vehicle for his construction job. When providing them information for Life & Disability the husband says I don’t need that I don’t plan on dying anytime soon. How would you still ensure he sees how the products could benefit him?
What are the benefit of CD and CL?
Member is calling in because they would like to finalize their secured personal loan of 15k to purchase a vehicle out right. While finalizing the account you notice member still has 20k available and would still like to have access to funds in her primary savings account. What could you recommend for this member?
What is a Money Market?
A member calls in to submit an auto loan application. You Ask how much are you looking at financing and they say I don’t know? What questions can you ask to help guide the member?
What type of a vehicle are you looking to purchase?
What is the maximum you would like to finance including TT&L?
As you are reviewing an application a member is explaining she is using her personal loan to help be ahead covering medical expenses for a surgery she has planned in a month. She states her works provides disability coverage will give her 50% during the time she will be out. What can we offer the member?
What is Credit Disability?
A non member comes into a branch to apply for loan and is under the impression they need to establish membership first , how would handle this?
Advise they can open membership while at branch. Assist non member with app and inform them that membership is not needed ahead of time .
A member calls in to apply for a personal loan and is declined. What can we mention to the member that may help the member qualify for the loan?
Have you considered applying with a co-applicant that may have stronger credit that may help you qualify?
We also offer secured title loans, so if you have a free and clear title that you can use to secure the loan that may be a good option.
Member calls in to discuss a signature loan because they do not have funds in accts and they are needing 65k to payoff high interest credit card debt , they also just bought a new vehicle. What other option does our member have that we could refer them to and help with this high debt consolidation ?
What is Home Equity Loan?
A member calls in because they received a counter-offer on their application due to the amount of income originally stated. Member provides paystubs that verify more than stated. What can we do to help the member?
Place detailed notes and submit the application for 2nd review.
You are finalizing on a dealer purchase from Carmax and after reviewing the PO you ask the member how long she plans to keep the vehicle. What product may benefit the member?
What is MRC?
Member is purchasing out of state from a franchise dealership that is not on our dealership list, what is something you can do to help the member with this process?
See if member qualifies for a VBC .
A member calls in about their approved external refinance, she provided all the documents requested and is wanting to finalize removing her dad (who’s also a member) from the title. We advise due to policies we do not complete title work. What options can we provide member?
Leave title as is.
Remove name at other FI prior to refinance.
Member is letting you know that they just started a new job, but the new employer doesn't have any retirement options available, and now they aren't sure what to do with their 401k from their previous employer. how could we help them?
Who is the investment group ?
What is the purpose of confirming information?
Ensures the accuracy of the information provided.
Name 5 Benefits from purchasing Mechanical Repair Coverage.
Rental reimbursement
24 Hr roadside assistance
Travel Expense Reimbursement
Paintless dent repair
Key Replacement
good at any authorized repair facility
Transferrable
Mobility equipment
Commercial use
RideShare