ICUL Service Corporation
October 2012


Educational Opportunities 

Have the employees taking loan applications at your credit union become just like robots, simply filling in the required fields of mindless loan origination software? Do your lenders know how to use the time they spend with a member during the loan interview to build lasting relationships, sell other loan products and build performing loans?   The Loan Interviewing & Sales Skills telecourse on October 15 (Session Code: 653) will teach your staff: 

  • How to customize their approach in the loan interview to the risk that is in front of them.
  • Sales producing and conversation promoting interview questions; 
  • The "million dollar secret" to selling more loans to more members; 
  • How to "build" a performing higher-risk loan in the interview; 
  • How to sell ancillary insurance products; 
  • How to have a "firm close" with a higher-risk borrower; and 
  • Tips for communicating loan denials.

"I am sorry. We have no choice. We have to terminate your employment, effective immediately." Few like to speak those words; even fewer like to hear them. Termination is the single event which triggers lawsuits. When terminated, employees don’t believe their conduct is the reason for termination. Instead, they believe it is their sex or national origin, for example, which is the reason they were fired. Although employers cannot prevent employees from filing lawsuits, they can ensure a defensible case if discipline is administered in an evenhanded manner. The purpose of the Documenting & Disciplining Employees QuickBites on October 17 (Session Code: 654) will be to provide practical tips on how to implement discipline and document employment decisions. Seminar participants will receive disciplinary policies and forms.

Advanced collections is about managing expectations and getting results. Being the manager of the collections function is not just about dialing for dollars and repossessing collateral anymore. The collections area is at the cross roads of member service, and back office operations and the manager need to be aware of all the risks and opportunities that present themselves. Is your collections department ready to help both the customer and the institution weather the storm?  From dealing with staff, to delinquent members, to attorneys, to senior management, the collections manager’s job is getting more difficult all the time. Collections is about more than the institution’s delinquency ratio, so take this time to get prepared!  Now is NOT the time to maintain the status quo in the collections department.   Join us for the Advanced Collections webinar on October 18 (Session Code: 655) to learn more.

When consumers are deciding what companies to use, they increasingly do their research online. Online reviews can positively or negatively influence whether consumers come to your credit union. Whether you have an online presence or not, members will talk about your credit union. Do you know what is being said about you? Is your credit union taking advantage of free and inexpensive resources to reach new and current members online? The Current Internet Marketing Vehicles QuickBites on October 23 (Session Code: 656) will help you effectively use online resources to help promote your credit union.   We will be discussing how to: 

  • Update online business resources, such as, Yelp, Insiderpages, and other similar online directories;
  • Take ownership over location-based site listings, such as Foursquare and Gowalla; 
  • Monitor what is being said about your credit union online and respond to comments;
  • Use targeted online ads on Facebook and Linkedin; and
  • Be efficient managing your online presence.

Technology has improved a collector's ability to track down delinquent account owners and seeking payment. Skip tracing and collections have taken on a new dynamic with the use of the Internet and social media tools and habits. At the Cyber Tracking & Collections Techniques QuickBites on October 25 (Session Code: 657), learn what sites are "hot" and which are "not" to help you with your collection efforts.

It can be challenging to keep up with current legislation and regulatory changes that affect compliance issues at your credit union, but the bi-annual Reg Update II webinar (Session Code: 658) on October 30, 2012 will be an ideal way to "check-in" on timely topics and have your questions answered. Actual topics will be shared as the event date approaches

There are hundreds of ways to make critical security mistakes within a financial institution – and there’s so little time to deal with the aftermath created by those mistakes. The 15 Worst Security Mistakes QuickBites on October 31 (Session Code: 659) will identify the 15 worst security mistakes that consultants find credit unions make and how to correct them. Both mistakes and remedies will be drawn from Barry Thompson’s extensive experience as a security consultant, trainer and writer.

It is essential that we plan out, prepare for, and track all of our efforts.  Looking ahead to next month, the Business Development Fundamentals QuickBites on November 6 (
Session Code: 663) will show participants how to develop a workable business plan, develop goals that align with their credit union’s strategic objectives, and learn how to measure, track and present their efforts.  At the end of this session, attendees will leave with a tried and proven business development business plan, a thorough understanding of what to track, and ideas for starting or improving a community partner program.

When it comes to processing ACH entries, it is the originating institution that bears the liability should something go wrong. Does that mean the receiving institution has no risk when accepting ACH transactions? As a receiving institution, your credit union is exposed to potential financial losses when you don’t react timely or appropriately to exception items. If you want to mitigate potential losses, tune into the ACH Exception Handling: Returns, Reversals, NOC's and More telecourse (
Session Code: 664), as we will provide guidance on the rules and regulations for handling ACH exceptions.

Bank Secrecy Act training is available on demand!  The Bank Secrecy Act requires that all frontline personnel be trained on money laundering and the responsibilities of the financial institutions on currency reporting and suspicious activity every year. See the ICUL education calendar for the schedule of BSA on demand training and all QuickBites and Telecourses. 

Also available on demand for 2012: Financial Exploitation of the Elderly
. Elder abuse training – regarding financial exploitation of the elderly -- is now required for employees and officers with direct customer contact. Examiners will be collecting information about your credit union’s training on this subject, as IDFPR is required to report training data on a bi-annual basis.  This QuickBite will meet the training requirements and will cover:
  • Terminology; 
  • Illinois statutory protections;
  • Recognizing the indicators of financial exploitation;
  • Some of the common perpetrators of financial exploitation; 
  • Financial record confidentiality and exceptions; 
  • Where to report when a confidentiality exception applies; 
  • Suspicious Activity Reports/narratives/confidentiality;  and
  • Training and record-keeping requirements for current employees and new hires.

All credit unions face situations where only they have an opportunity to witness suspected exploitation. Participate in this QuickBite to learn the common indicators and the actions you can take.


Play it again! The audio archive of all QuickBites and telecourses for 2012 has been increased to 60 days with paid registrations for most sessions. Whether you were unavailable for the scheduled date and time of a particular call or just want to hear the session again, you will have 24/7 access for the entire 60 days after the scheduled session. This feature enhances the value of audio training and is included for no additional charge. The audio archive link will be activated within 48 hours of the live event.


For a complete calendar of all Educational offerings, please click here.

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