LEARNING & DEVELOPMENT CATALOG

“Learning is not child’s play; we cannot learn without pain.” - Aristotle

“Live as if you were to die tomorrow. Learn as if you were to live forever.” - Mahatma Gandhi

“Any fool can know. The point is to understand.” - Albert Einstein

“The more man learned, the more he realized he did not know.” - Dan Brown, The Lost Symbol

“Tell me and I forget, teach me and I may remember, involve me and I learn.” - Benjamin Franklin

“We learn from failure, not from success!” - Bram Stroker, Dracula

“I’ve seen how you can’t learn anything when you’re trying to look like the smartest person in the room.” - Barbara Kingsolver, The Poisonwood Bible

“The beautiful thing about learning is nobody can take it away from you.” - B.B. King

“Learning is not attained by chance, it must be sought for with ardor and attended to with dilligence.” - Abigail Adams

“Learning without thought is labor lost; thought without learning is perilous.” - Confucius

“Lucy: You learn more when you lose.Charlie Brown: Well, then I must be the smartest person in the world!” - Charles M. Schulz, Peanuts Treasury

“He who laughs most, learns best.” - John Cleese

“Share your knowledge. It is a way to achieve immortality.” - Dalai Lama XIV

©2017 Florida Credit UnionLearning & Development Catalog

“We learn from failure, not from success!” - Bram Stroker, Dracula

“The beautiful thing about learning is nobody can take it away from you.” - B.B. King

“Learning is not attained by chance, it must be sought for with ardor and attended to with dilligence.” - Abigail Adams

“He who laughs most, learns best.” - John Cleese

“Share your knowledge. It is a way to achieve immortality.” - Dalai Lama XIV

LEARNING METHODSFCU utilizes several different training methods to maximize resources and learning potential. These logos will appear next to courses in the catalog identifying the delivery methods available.

LIL

OLL

REC

Live, Instructor LedCourse will be taught live either at our training facility or on location at each branch & department.

Online Live (GoToMeeting)Course will be taught live via GoToTraining online.

RecordedCourse is recorded and available online anytime.

TABLE OF CONTENTS

INTRODUCTION

TRAINING & CERTIFICATIONS PROCESS

FCU EMPLOYMENT TRACKS

COURSE CATALOG

TELLER NEW HIRE TRAINING PLAN & CERTIFICATIONS

MEMBER SERVICE SPECIALIST NEW HIRE TRAINING PLAN & CERTIFICATIONS

UNIVERSAL EMPLOYEE NEW HIRE TRAINING PLAN & CERTIFICATIONS

INDIRECT EMPLOYEE NEW HIRE TRAINING PLAN & CERTIFICATIONS

CREDIT ADVISING NEW HIRE TRAINING PLAN & CERTIFICATIONS

MORTGAGE EMPLOYEE NEW HIRE TRAINING PLAN & CERTIFICATIONS

ACCOUNTING EMPLOYEE NEW HIRE TRAINING PLAN & CERTIFICATIONS

COMMERCIAL EMPLOYEE NEW HIRE TRAINING PLAN & CERTIFICATIONS

ASSESSMENTS

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WELCOME & INTRODUCTION

THE CULTURE OF LEARNING AT FCU

A letter from Sarah King, VP of Training & Development, Florida Credit Union

At Florida Credit Union, we are dedicated to the continued education and advancement of all of our employees, as they are our most important asset. FCU’s training program is unique in that we go beyond required compliance and procedure-related trainings to include sales, service & everything in between.

Each year we fill upwards of 3,000 training seats with a variety of sessions and delivery methods. Quarterly, the FCU Learning and Development institute teaches new employees thirty different classes as well as lab practice and shadowing sessions. Also quarterly, sales and service training is held to enhance staffs ability to identify lending opportunities and sharpen skills. We also conduct ongoing sessions to provide product updates or regulatory changes in either a classroom setting or in-branch. Trainers for most sessions are members of FCU staff who have years of industry experience in their areas of expertise. We also participate in many trainings throughout the year from outside resources that provide job-specific knowledge and skills, compliance and software.

Training is part of our culture here at FCU and providing excellent service to our members is our main goal. This catalog will guide you through our learning offerings as well as training plans and certifications for the different career paths at Florida Credit Union.

Duce a mente (may you lead by thinking),

Sarah King VP of Training & Development

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TRAINING & CERTIFICATION PROCESSES

EMPLOYEE CERTIFICATION AND TRAINING PROCESSEach employee track is comprised of a process that each employee will go through to become certified in his or her chosen career path and various branches of that path. Each track is comprised of required courses as well as learning objectives and training reviews that are department specific. All employees should complete the FCU Basics Courses in the FCU Learning & Development institute as a prerequisite to certification in any other subject. These tracks may be customized by the department managers to ensure that all FCU employees receive the training they need to successfully perform their role at Florida Credit Union.

New FCU employees will follow a training plan designed to help them succeed in their new position. Some aspects of certification are required to be completed within the first 90 days of employment while others may be completed as the employee develops within his or her role. It is the responsibility of both the employee and his or her manager to ensure that the learning & development necessary is completed within periods outlined in the Employee Certification and Training in this catalog.

Assessments will be given once the required courses are completed. Students will be given two attempts to obtain an 80% or higher on the assessment. If the student is unable to pass after two attempts, they may still work through the other requirements and retake the test a third time after all other requirements are met. If the student does not pass on the third attempt, they must retake the required courses for that certification.

EMPLOYEE CERTIFICATION AND TRAINING SCHEDULEThe Employee Training Schedule is based on a 12-week training program. The training outlines where they need to be at the end of each two weeks. Following a training plan with specific, measurable objectives is essential in ensuring that proper procedures, laws and regulations are followed. It also allows employees and managers to easily identify strengths and provide additional training where necessary. Both employee and manager will initial once the objective is complete for tracking purposes.

Half way through the 90-day introductory period, the employee is given a mid-point update. This is a summary of the first 6 weeks of two-week training segments. This will be used as a checklist to ensure that the employees’ training plan is on schedule, that all learning objectives and courses necessary have been completed. One week before their 90-day introductory period is complete, the manager will complete a 90-day evaluation for the new employee. The training plan should be used to complete this evaluation and will assist the manager in providing feedback to the employee. The 90-day evaluation is a summary of this documentation.

FCU TRAINERSFlorida Credit Union utilizes a combination of internal and external trainers for it’s learning and development courses. Internal trainers are subject matter experts in their areas and their working knowledge is paramount. Training is created in collaboration with the Training and Development Department and reviewed periodically to ensure comprehensiveness and accuracy. Internaltrainers are provided with continuing education from management as well as external sources. External training comes from a variety of resources including FCU Attorneys, All Regs compliance software, Symitar’s Know-it-All-Now training database as well as webinars from NCUA, CUNA and PSCU as well as others.

FCU EMPLOYMENT TRACKS

EMPLOYMENT TRACK OPPORTUNITIESLearning and development is a top priority at Florida Credit union. We understand the importance of training that is customized to the job requirements of each employee and follow a training and certification program designed for each FCU Employment Certification Track.

TELLER MEMBER SERVICE

SPECIALIST

CREDIT ADVISOR

ACCOUNTING

UNIVERSAL EMPLOYEE

INDIRECT MORTGAGE

COMMERCIAL

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2017 COURSE CATALOG

COMPLIANCE & SECURITY

SERVICE & CONDUCT

PRODUCTS & SERVICES

SYSTEMS TRAINING

LEADERSHIP

PROCEDURES

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COURSE CATALOG

COMPLIANCE & SECURITY

BSA/CIP/OFACStay up-to-date with annual compliance training on Bank Secrecy Act, Consumer Identification Procedures and Office of Foreign Asset Control Procedures.

ComplianceThis compliance overview familiarizes students with various regulating agencies as well as both deposit and loan regulations that Florida Credit Union and its staff must follow.

FraudIn this course, students will learn the different types of fraud including account takeover, identity, card and check fraud, how to identify fraud within FCU and how to report suspected fraud.

Fair LendingIn this course, students will learn about the importance of Fair Lending rules and regulations and how to stay in compliance with these laws.

Robbery & SecurityLearn how to keep yourself and coworkers safe and techniques to help decrease the likelihood of becoming a robbery victim. This course also teaches how to handle other threats and emergencies.

Real Estate Annual TrainingThe Williams Gautier Real Estate Loan Originator Training Series provides ongoing compliance training to real estate loan originators.

Information SecurityAnnual update on the importance of information security and how to help manage threats to our member’s information.

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COURSE CATALOG

SERVICE & CONDUCT

Customer ServiceThis interactive course will help develop customer service skills and member satisfaction beyond products and services that FCU offers.

Professionalism & EttiquetteLearn how to meet and exceed service standards when helping FCU members and how to dress for success in your position.

Harassment & DiversityIn this course, students will learn how to identify, prevent and report workplace harassment as well as promote a positive, respectful work environment.

PRODUCTS & SERVICES

Product KnowledgeStudents will learn about the various account, eService, loan, investment and insurance products offered by Florida Credit Union.

Credit Score EnhancementUsing Rex Johnson’s methodologies, learn what makes a credit score, how to help members improve their scores and educate members on how to save money by increasing their scores.

Sales & IncentivesStudents will learn to complete a needs analysis for members and how needs-based-selling can offer additional earning potential.

InvestmentsLearn how refer members for investment services and our relationship with SWBC Investments.

Marketing & IntranetMeet our Marketing Department and find out all they do for FCU. This course also teaches navigation of the intranet, a valuable information resource.

Auto Advisor & IndirectThis course will prepare students to assist and educate members on the auto buying and selling process. It will also explain the indirect loan process and FCU’s role in indirect process.

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COURSE CATALOG

PRODUCTS & SERVICES (cont.)

Tech TalkThis course will provide helpful tips from the FCU IT Helpdesk team to help your day to day run smoothly. Covers a variety of topics designed to minimize the time you have to spend calling the Helpdesk.

Accounting 101Meet the accounting team and learn how what they do intersects with your job at FCU. Topics covered include, wire transfers, mortgage and commercial servicing, escrows, cashier’s checks and other miscellaneous functions.

ACH DisputesStudents will learn how to gather the correct information and steps in order to process ACH Disputes.

Credit AdvisingLearn the roles and responsibilities of the Credit Advising Department including resolving delinquent accounts and loans, minimizing losses, perfecting titles, managing inventory of repossessed assets and recovering losses.

Mortgage ProductsThis course will explore the various mortgage products that FCU offers, their features and how they fit different members’ needs.

Business AccountsStudents will learn how to open new Business Member accounts and complete the required documentation.

Business LoansStudents will learn how to originate and close business loans and complete the required documentation.

IRA TransactionsThis course, geared toward IRA transactions will familiarize students with the different monetary IRA transaction options and our IRA offerings.

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COURSE CATALOG

PRODUCTS & SERVICES (cont.)

IRA OverviewStudents will review the different types of IRA’s offered at FCU as well as the associated transactions and documentation required.

Fiduciary AccountsLearn the details and compliance requirements of Trust, Representative Payee and Minor accounts from an FCU Attorney and how they differ from traditional member accounts.

Safe Deposit BoxesLearn how to open and manage Safe Deposit Boxes for members. This training will apply to staff members of our 43rd, Silver Springs, Country Oaks and Deland Branches.

eServicesLearn about the electronic services that FCU offers it’s members and how they function.

True ChecksLearn how to use the True Checks system to identify and prevent the deposit of potentially fraudulent checks.

Notary Public & Medallion GuarantyThis annual update will refresh Notaries and Medallion Signature Guaranty holders on requirements and best practices.

Life InsuranceOur licensed agents complete bi-annual continuing education on products and services to maintain their Life 214 licenses.

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COURSE CATALOG

SYSTEMS TRAINING

Episys for MSRsIn this course, students will learn the practical skills they need to navigate Episys and provide service from an MSR prospective.

Episys for TellersStudents will learn how to navigate and perform monetary and non-monetary transactions in Episys. This course will also cover vault and balancing as well as other miscellaneous transactions.

On BaseLearn to navigate our On Base in order to find member vouchers, checks, loans, statements and other information for researching to members.

Loans PQStudents will learn to take new loan applications, create loan documents and fund consumer loans.

Xpress AccountsThis course provides instruction on the process of opening new accounts, new account procedures and electronic signatures for account documents.

Lending QBIn this course, students will learn to navigate our Mortgage origination software, take mortgage applications and create mortgage disclosures.

EvolveLearn to navigate Evolve to perform inquiries and transactions relating to member credit cards.

StarThis course, geared toward IRA transactions will familiarize students with the different monetary IRA transaction options and our IRA offerings.

SmartSheetSmartsheet is a project management and collaborative work management software that offers a wealth of training topics utilized as needed by FCU.

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COURSE CATALOG

SYSTEMS TRAINING (cont.)

Microsoft ExcelThis self-paced Microsoft Excel class is available to anyone wanting to polish their skills from beginner to advanced.

Microsoft WordThis self-paced Microsoft Word class is available to anyone wanting to polish their skills from beginner to advanced.

Microsoft PowerpointThis self-paced Microsoft Powerpoint class is available to anyone wanting to polish their skills from beginner to advanced.

Microsoft AccessThis self-paced Microsoft Access class is available to anyone wanting to polish their skills from beginner to advanced.

LEADERSHIP (for managerial positions & above)

Management EssentialsThis course, facilitated by Human Resources covers a multitude of topics that vary with each session. The goal is to help our managers successfully navigate situations and become confident in their management skills.

Business RecoveryManagement will learn how to respond to possible disaster situations while keeping our employees, member information, the community and FCU safe.

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COURSE CATALOG

PROCEDURES

Mortgage Procedures and ProcessesThis course outlines the rules and procedures for loan origination and underwriting specific to mortgage loans.

Home Equity Procedures and Process In this course, students will learn how to process home equity loans, navigate the Home Equity application and create disclosures.

Loan ProceduresThis course outlines the rules and procedures for loan origination and underwriting. Students will also learn to read and interpret credit reports.

Teller ProceduresThis course establishes general practices and responsibilities of day to day teller functions.

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TELLER NEW HIRE TRAINING PLAN & CERTIFICATIONS

TELLER I CERTIFICATION WORKSHEET & REQUIREMENTS

TELLER II CERTIFICATION WORK-SHEET & REQUIREMENTS

TELLER III CERTIFICATION WORKSHEET & REQUIREMENTS

SENIOR TELLER CERTIFICATION WORKSHEET & REQUIREMENTS

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MEMBER SERVICE SPECIALISTNEW HIRE TRAINING PLAN & CERTIFICATIONS

ACCOUNTS CERTIFICATION WORKSHEET & REQUIREMENTS

DOCUSIGN CERTIFICATION WORKSHEET & REQUIREMENTS

BUSINESS CERTIFICATION WORKSHEET & REQUIREMENTS

CONSUMER LOANS CERTIFICATION WORKSHEET & REQUIREMENTS

HOME EQUITY CERTIFICATION WORKSHEET & REQUIREMENTS

LEVEL I LENDING CERTIFICATIONWORKSHEET & REQUIREMENTS

LEVEL II LENDING CERTIFICATION & REQUIREMENTS

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UNIVERSAL EMPLOYEE NEW HIRE TRAINING PLAN & CERTIFICATIONS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

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INDIRECTNEW HIRE TRAINING PLAN & CERTIFICATIONS

INDIRECT LOAN CERTIFICATION WORKSHEET & REQUIREMENTS

INDIRECT UNDERWRITER CERTIFICATION WORKSHEET & REQUIREMENTS

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MORTGAGEEMPLOYEENEW HIRE TRAINING PLAN & CERTIFICATIONS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

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CREDIT ADVISINGNEW HIRE TRAINING PLAN & CERTIFICATIONS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

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CREDIT ADVISING

CREDIT ADVISING NEW HIRE TRAINING PLAN & CERTIFICATIONSThe following items should be reviewed with or completed by the end of each period listed below:

Course Department Course Description EMP MGR

Premises Tour of building and work area

Premises Review opening procedure

Premises Review entering building on Saturday

Premises Security and clean desk policy

Premises Introduction to co-workers

Premises Introduce work station and supply areas

General Training Explanation of training plan

General Training Explain New Employee formal training courses, where, when, etc.

General Training Shadow MSR

Schedule Where to locate department schedule

Schedule Review ADP sign in and punches

Schedule Review procedure on expectations of hours worked: lunch breaks, work mode, five minute breaks, overtime and requesting time off for holidays, sick and vacation

System Access Review and present passwords for Network login, Helpdesk, Intranet, email address, and extension. Demonstrate how to sign into each

System Access Setup voicemail and record name

System Access Review sending Helpdesk

System Access Present OnBase login, explain software and pull a sample document

System Access Explain I-drive, Global drive and where to locate department specific folders

Episys Review Episys login and training manual

Outlook Introduce program, review sending/receiving messages and complete test email

Outlook Explain confidential nature of email, etiquette (ALL CAPS and what’s appropriate/inappropriate)

Outlook Show how to access faxes and utilize calendar

Outlook Explain organization and folder setup

Akcelerant Introduce and explain navigation

Akcelerant Review queues, reports, dashboards and views

Akcelerant Go over workflows

Akcelerant Explain proper notation and productivity expectations

Procedures Give manual to employee

General Collections Go over FCU approach

General Collections Discuss phone etiquette specific to collections

General Collections Review letters and situations for each

General Collections Explain problem recognition and resolution

General Collections Review short term vs long term solutions

General Collections Go over skip payments, automatic payments, refinances/modifications and TDRs

WEEK TWO

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ACCOUNTING NEW HIRE TRAINING PLAN & CERTIFICATIONS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

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COMMERCIAL NEW HIRE TRAINING PLAN & CERTIFICATIONS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

CERTIFICATION WORKSHEET & REQUIREMENTS

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ASSESSMENTS

FCU L&D ESSENTIALS ASSESSMENT

ACCOUNTS ASSESSMENT

CONSUMER LENDING ASSESSMENT

HOME EQUITY LOANS ASSESSMENT

REAL ESTATE LENDING ASSESSMENT

LEVEL 1 LENDING AUTHORITY ASSESSMENT

LEVEL II LENDING AUTHORITY ASSESSMENT

TELLER 2 ADVANCEMENT TEST

TELLER 3 ADVANCEMENT TEST

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