Aptitude Testing

Provides an opportunity for human resource professionals to screen applicants on their basic understanding of reading, writing, arithmetic and computer usage. Helps to assess both cognitive and quantitative skills and can be used as a pre-employment certification or to evaluate internal candidates for new positions.

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Business Development

Enhances the knowledge and skills needed to achieve business development sales goals. This coursework examines the importance of building your membership base, and covers the whys and hows of business development. Estimated Time for Completion – 90 minutes

BDS 200 - Business Development
BDS 201 - Introduction
BDS 202 - Understanding Business Development
BDS 203 - Sales Territory Planning
BDS 301 - Sales Call Planning
BDS 302 - On-Site Financial Institution Connection
BDS 500 - Certification

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Business Services

Clarifies the differences in Business Services and how to best serve business owners within the field of membership. Estimated Time for Completion – 4 hours

BUS 400 - Welcome to Business Services School
BUS 401 - The World of Business Services
BUS 402 - Knowing Your Business Partners
BUS 403 - Rules and Regulations of Business Services
BUS 404 - Operational Guidelines for Business Services
BUS 405 - Business Lending
BUS 406 - Marketing Business Services
BUS 407 - Business Services: A Course Board Members
BUS 500 - Certification Exam

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Business Services - MSR

Gives an overview of a Financial Services Representative’s role in the world of business services. This coursework teaches the benefits of Business Services, knowing your business partners, deposit services, common business services, business loan services, and relationship management. Estimated Time for Completion – 2.5 hours

BUSMSR 300 - Business Services for Financial Service Representatives
BUSMSR 301 - The Benefits of Business Accounts
BUSMSR 302 - Knowing Your Business Account Holders
BUSMSR 303 - Deposit Services
BUSMSR 304 - Common Business Services
BUSMSR 305 - Business Loan Services
BUSMSR 306 - Relationship Management
BUSMSR 500 - Certification Exam

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Collections

Discusses the value of collecting debt, pertinent rules and regulations, and a staff member’s role as financial advisor to account holders. Upon completion of this unit, students will clarify their understanding of the collection process and how it impacts the organization.
Estimated Time for Completion – 90 minutes

COL 100 - Collections Training Program
COL 101 - A Description of Collections
COL 102 - The Collection System
COL 104 - Rules and Regulations of Collections
COL 105 - Negotiation Skills
COL 500 - Certification Exam

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Community Relations Training Program

Discusses the various aspects of community involvement personally, professionally and as an organization. Financial institutions play an important role within the local economy, and community involvement is one way to set your organization apart from the others.
Estimated Time for Completion – 70 minutes

CRS 100: Community Relations Training
CRS 101: Importance of Community Relations
CRS 102: Corporate Volunteer Service
CRS 103: Professional Community Service
CRS 104: Personal Community Service
CRS 105: Consumer Financial Education
CRS 106: Putting It All Together
CRS 500: Certification

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Compliance

Clearly explains the laws behind compliance regulations and helps to support the policies and procedures in place within your organization. These courses include an overview of the regulations, functional application, compliance tips, reviews and exams.
Estimated Time for Completion – 13 hours +

REG 100 - The Bank Secrecy Act
REG 101 - Reg. B (Equal Credit Opportunity Act)
REG 102 - Regulation CC (Availability of Funds and Collection of Checks Act)
REG 103 - Regulation D (Reserve Requirements)
REG 104 - Regulation E (Electronic Funds Transfer Act)
REG 105 - Regulation Z – Truth in Lending Act
REG 106 - Regulation DD: Truth in Savings Act (TISA)
REG 107 - USA Patriot Act
REG 108 - The Privacy Act
REG 109 - Children’s Online Privacy Protection Act
REG 110 - Regulation C (Home Mortgage Disclosure Act)
REG 111 - Real Estate Settlement Procedures Act (RESPA)/ Regulation X
REG 112 - Fair Debt Collection Practices Act (FDCPA)
REG 113 - Home Ownership and Equity Protection Act (HOEPA)
REG 114 - Office of Foreign Assets Control
REG 115 - National Credit Union Share Insurance Fund
REG 116 - The Check 21 Act
REG 117 - The FACT Act
REG 118 - Right to Financial Privacy Act
REG 119 - SOX Act
REG 120 - Flood Disaster Protection Act (FDPA)
REG 121 - Social Security Act (SSA)
REG 122 - Servicemembers Civil Relief Act
REG 123 - Bankruptcy
REG 124 - Uniform Commercial Code (UCC)/Article 9
REG 125 - Age Discrimination Employment Act
REG 126 - Fair Credit Billing Act (FCBA)
REG 127 - Health Insurance Portability and Accountability Act (HIPPA)
REG 128 - Electronic Signatures in Global and National Commerce Act (E-SIGN Act)
REG 129—Fair Credit Reporting Act (FCRA) (CS29)
REG 130—Bank Protection Act (CS30)
REG 131—Community Reinvestment Act (CRA) (CS31)
REG 132—Bank Bribery Act (BBA)

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Computer Basics

This coursework provides fundamental information on the essentials of using a computer. Technology has now become a part of everyday life within financial institutions and understanding key components is essential in the workplace. Estimated Time for Completion – 3 hours

MIS 100: Computer Knowledge Training
MIS 101: Introduction to Computers
MIS 102: Input and Output
MIS 103: Processing
MIS 104: Storage
MIS 105: Laptop Computers
MIS 106: Application Software
MIS 107: Operating Systems
MIS 108: Network
MIS 109: Internet
MIS 110: WWW
MIS 111: E:Mail
MIS 112: Newsgroups
MIS 500: Certification

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Diversity

Provides an understanding of diversity, builds an awareness of the types of diversity, interprets statistical data on individual segments and develops strategic action steps.
Estimated Time for Completion – 30 minutes

DIV 100 - Diversity Training Program
DIV 101 - Understanding Diversity
DIV 102 - Diversity and Your Financial Institution
DIV 103 - Managing Diversity
DIV 500 – Certification

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Finance Training Program

Takes a comprehensive look at the world of finance in financial institutions. It covers the basics of financial management, purpose, implications and uses of accounting, key financial terms and ratios, and purpose and importance of financial analysis as well as determining and discussing risk and pricing strategies. Estimated Time for Completion – 5.5 hours

FS 100 - Overview of Finance
FS 101 - Introduction to Finance
FS 102 - Introduction to Accounting
FS 103 - Financial Analysis
FS 104 - Asset Liability Management
FS 105 - Strategic Planning and Finance
FS 500 - Certification Exam - Finance Training Program

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Financial Education

Provides important information relevant to both employees and account holders. This coursework allows the user to study and learn about various financial institution styles and techniques, calculate spending, set goals and plan for their future. This category includes the popular “Understanding Your Money” consumer education program. Estimated Time for Completion – 2 hours

CED 100: Financial Education
CED 101: Internet Basics
CED 102: Investment Basics
CED 103: Take Control of Your Finances
CED 104: Understanding Your Money

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Fraud Training Program

Provides an in-depth look at the crime of fraud – from a discussion of the different types of fraud to how to detect and prevent it. Estimated Time for Completion – 80 minutes

FRD 200: Fraud Training Program
FRD 201: Identity Theft
FRD 202: Check Fraud
FRD 203: Credit Card Fraud
FRD 500: Fraud Certification Exam

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Generational Differences

Discusses the four distinct generations in the workforce today and how to deal effectively with each individually. Students gain insight to principles that drive the generations and ways to bridge the gaps in our understanding. Estimated Time for Completion – 2 hours

GEN 100: Generational Difference Training
GEN 101: Overview of Generational Differences
GEN 102: In-depth look at the Generational Segments
GEN 103: HR Practices To Close The Generation Gap
GEN 104: Marketing One-to-One to All Generations
GEN 500: Course Examination/Certification

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Harassment Prevention

Covers many different aspects of Sexual Harassment and the evolution of this issue over the past 20 years in the United States as well as the theories associated with it. The program also looks at the legal definition of sexual harassment, the different types of sexual harassment, and case studies to review. This program reviews the steps your financial institution should take to protect employees against sexual harassment.

HAR 111 - History and Theories of Sexual Harassment
HAR 112 - Definitions of Sexual Harassment
HAR 113 - Dealing with Sexual Harassment
HAR 400 - Certification Exam

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Health Savings Account

Review the basics of a Health Savings Account or HAS, as well as its features and benefits. This course reviews the basic components of the Health Savings Accounts, including how it works and how account holders qualify for it, its advantages and effective ways to sell an HSA to account holders. Estimated Time for Completion – 30 minutes

HSA 100 - Health Savings Account

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HELOC

Educates staff on the features and benefits of the Home Equity Line of Credit and develops sales strategies for the front line staff to effectively present the HELOC to account holders.
Estimated Time for Completion – 30 minutes

HEL 100: Understanding Second Mortgages and HELOCs
HEL 101: What is a HELOC? Is it the Right Fit for Me?
HEL 102: The Basics of Establishing a HELOC Program

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IRA

Discusses the importance of saving for retirement and reviews the guidelines for contributing money to an IRA, the rules surrounding distributing money from an IRA as well as the regulations for IRA transfers and rollovers. Studens learn about eligibility requirements, tax implications and potential benefits of converting a Traditional IRA to a Roth IRA and the regulations surrounding the transfer of employer retirement plan money to an IRA as well as the benefits for doing so.

IRA 110 - IRA Training Program

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Leadership Training Program

Two tracks with 13 separate courses.
Track 1 addresses the many different aspects of the management role. Track 2 provides Human Resource training skills such as interviewing, motivating and coaching, problem solving, performance appraising, and impacting the bottom line. Estimated Time for Completion – 70 minutes

Leadership Track 1: Many Hats of a Manager
LDR 200: Leadership School
LDR 201: Introduction
LDR 202: New Manager
LDR 203: Goal-Setting Manager
LDR 204: Change Manager
LDR 205: Team-Building Manager
LDR 206: Financial Manager

Leadership Track 2: Human Resource Training
LDR 301: Interviewing and Selecting Winners
LDR 302: Human Resource Laws
LDR 303: Performance Appraisals
LDR 304: Coaching for Improvement
LDR 500: Many Hats Certification
LDR 500: School Certification

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Loan Officer Training Program

Offers in-depth, interactive information about credit and lending, lending laws and regulations, security, compliance, interviewing skills including role playing, and the 10 basic factors of granting a loan.
Estimated Time for Completion – 2.5 hours

LOA 200 - Loan Officer Training Program
LOA 201 - Credit and Lending Basics
LOA 202 - Lending Laws
LOA 203 - The Loan Interview
LOA 204 - Lending Process
LOA 500 - Loan Officer Certification

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Marketing Training Program

Discusses marketing concepts as well as the “nuts and bolts” of putting together an effective marketing plan. Students will learn the history of marketing, regulations concerning marketing strategies, and the overall impact marketing initiatives will have on your organization.
Estimated Time for Completion – 2.5 hours

MKT 200: Marketing School
MKT 201: Marketing Principles and Evolution
MKT 202: Different Marketing Approaches
MKT 203: The Marketing Plan
MKT 204: Marketing Regulations
MKT 500: Certification

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Mortgage Lending Training Program

Discusses mortgage loans and regulations, the mortgage loan process and effective sales techniques. Estimated Time for Completion – 2 hours

MLO 300: Mortgage Loan Officer Training Program
MLO 301: Introduction to Mortgage Lending
MLO 302: Regulatory Review
MLO 303: The Mortgage Loan Process
MLO 304: Sales Techniques for the Mortgage Loan Officer
MLO 500: Certification

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Mystery Shopping

Takes a look at the advantages of mystery shopping at your organization, providing an outline of how Harland Educational Services conducts mystery shops. Describes the questions and situations measured through the mystery shopping program and shows available reports, specific measurements, and how to utilize the results. Also provides actual presentation ideas for kick-off or results presentation to employees. Estimated Time for Completion – 70 minutes

Lesson 1: Mystery Shopping
Lesson 2: Overview of Mystery Shopping
Lesson 3: The Mystery Shopping Process
Lesson 4: Mystery Shopping Measurements
Lesson 5: Using Mystery Shopping Results
Lesson 6: Recommended Implementation Plan
Lesson 7: Mystery Shopping Presentation Ideas
Testimonials
School Certification

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*The following two categories, New Employee Orientation and Product Knowledge, are intended to be informational overviews. These Course Categories are designed to be customized by a financial institution individually to suit specific needs. There is a separate charge for customization.

* New Employee Orientation

Provides an organizational overview of common new employee information, a typical employee handbook, and an introduction to product knowledge. New Employee Orientation (NEO) provides the new employee the basic competencies necessary to start their job.
Estimated Time for Completion – 60 minutes +

NEO 200: New Employee Orientation

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* Product Knowledge

Provides an introduction, mission statement, information about the organization, and an in-depth presentation of products and services. Also introduces the student to needs based sales skills. Students will be able to confidently discuss and service the basic products offered to your account holders. Estimated Time for Completion – 2 hours +

PKO 100: Product Knowledge School
PKO 101: Introduction
PKO 102: Savings products
PKO 103: Loans Products
PKO 104: Convenience Products
PKO 105: Others Products
PKO 500: Certification

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Sales and Service Training Program

Consists of in-depth role-playing and interactive exercises that teach students how to develop member rapport, assess member needs, and utilize sales strategies that work with different personality styles. Estimated Time for Completion – 90 minutes

SEL 200 - Sales and Service Training Program
SEL 201 - Overview of Sales and Service
SEL 202 - Step #1: Building Rapport
SEL 203 - Step #2: Assessing Needs
SEL 204 - Step #3: Using Features and Benefits
SEL 205 - Step #4: Handling Objections
SEL 206 - Step #5: Asking for the Business
SEL 500 - Certification

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Telephone Training School

Teaches students the basics of professional telephone skills and the proper etiquette to use when assisting members on the telephone. Students learn how to build rapport and effectively assist customers with different personalities and reactions. Estimated Time for Completion – 70 minutes

TEL 100: Telephone Training
TEL 101: Basic Skills
TEL 102: Telephone Rapport
TEL 103: Personality Behaviors
TEL 104: Sales rules
TEL 105: Service Standards
TEL 500: School Certification

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Teller Training School

A comprehensive, information-packed module for front line member service staff. Teller Training provides instruction in cash handling, negotiable instruments, internal and external security, and how to deliver quality member service. Estimated Time for Completion – 3.5 hours

TLR 100: Teller Training
TLR 101: Financial Service Orientation
TLR 102: Negotiable Instruments
TLR 103: Cash and Cash Handling
TLR 104: Security and Loss Prevention
TLR 105: Internal and External Relations
TLR 500: Certification

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Total Quality Management

Emphasizes that Total Quality Management (TQM) is the core foundation supporting successful organizations. This coursework develops the belief in your employees that providing quality service and products is the most effective way to ensure success.
Estimated Time for Completion – 2.5 hours

TQM 300: Total Quality Management
TQM 301: Introduction
TQM 302: Client Impact
TQM 303: TQM @ Your Organization
TQM 304: Implementing the Culture
TQM 305: Team Leadership
TQM 306: Team Growth
TQM 307: Presentation Skills
TQM 500: School Certification

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