This course will help you to identify the critical role of technology in today’s credit union. Remote tellers, Web chat, click to call, and other technologies that directly affect depositors are being deployed more and more by credit unions. These technology innovations increase efficiency to better serve members. You’ll learn how to put members at the center of their finances by discovering the benefits of these new technologies as well as the basic functions of lending calling centers, self service ATMs/kiosks, Internet financial services (eStatements and bill pay), and technology innovations as a whole.

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Following are the learning objectives for each course:

Recognizing the Importance of Technology:

• List and define typical credit union technologies
• Explain the four purposes of technology in credit unions
• Name four types of member financial needs met with technology
• Identify three information technology policies and their purposes
• Describe three information technology review processes

Putting Members at the Center of Their Finances:

• Explain why and how credit unions are using technology to move toward member centric service
• Define Customer Relationship Management (CRM) and the role of front-line employees in CRM
• Identify four technologies used to support CRM
• Illustrate how credit unions use MCIF's to provide targeted cross-selling opportunities
• Discuss how credit unions are using credit scores to speed up loan processing
• Articulate how credit scores are used to pre-qualify members for special loan and investment offers

Using 21st Century Lending Centers:

• Define Internet lending, its advantages, and understand how online loans are processed
• Explain the benefits of a 24/7 lending call center and how it helps credit unions improve member service
• Discuss why credit unions need to develop relationships with dealers of indirect lending software
• Describe three characteristics of an indirect lending system
• Explain what loan origination software is and its capabilities of integrating with other core credit union technologies

ATMs, Debit Cards, and Credit Cards:

• Describe the benefits and innovative uses of ATMs in today’s credit union
• Identify two ways to assist members with ATM surcharging
• List three common problems members have using debit cards, and help members understand the differences between PIN and signature based transactions
• Explain three types of stored value cards available to members, and the benefits associated with them
• Describe the various types of fraud being perpetrated in the card payment industry, and the technologies credit unions are using to manage this fraud

Understanding Internet Financial Services:

• Describe how members access their accounts and services through online banking
• Identify the purpose and benefit of the credit union Web site
• Explain how encryption provides a secure connection between the member and credit union's secure Web pages
• Show members how they can check their browsers to assure a secure connection
• Describe multi-factor authentication and how it protects your credit union and members

Keeping Pace with Innovation:

• Discuss why it's important to stay informed about evolving technologies, and how technology makes your work easier
• Recommend three ways to increase the level of technology literacy in your credit union
• Identify three biometric technologies available to credit unions, and discuss the benefits and barriers of biometric technology
• Discover how PDA's, smart phones, and other wireless devices are used in the financial services industry
• Describe the online account opening process for new members