UFCU intern samples

Consumer Loan Officer| Facilitator’s Guide Activity/T opic Welcome

Information

Introducti ons

Welcome everyone ask them to share the information on the slide.

Note: The last bullet can be updated to your preference  Name  Location/Department  How long you have been with ABC Company  Lending experience  Fun thing you did over the weekend

Display as Learners arrive to class

Objectives Say – by the time we have completed this class you will be able to: Describe the Consumer Lending Products  Discuss the features and benefits of each product  Identify and interpret the customer needs to offer the appropriate products  Demonstrate submitting credit applications  Locate and read VIN Checks  Explain the process flow for all loan types Housekee ping

LEARN

 Parking  Cell phones  Restrooms  Kitchen  Breaks Parking – available on the main level of garage one Cell phones – off or on vibrate, ample breaks will allow sufficient time to check in on phone or email as needed Restrooms – inform participants of closest restroom locations and give permission to excuse themselves as needed Kitchen – explain where it is and the benefit of bringing their own lunch (time) Breaks – explain the amount and length of the breaks you anticipate for the day/week    

Listen Excel Apply Respect

Consumer Loan Officer| Facilitator’s Guide Activity/T opic

Information  Never stop growing!

We expect that you will LEARN while you are here today/this week and we have some ground rules that will help us to accomplish that goal: It begins with Listening – This ground rule applies to all of us, myself included. Although many of us have experience, we have the opportunity to learn more by listening to what others are sharing.

Listen for the spoken and the unspoken words; body language speaks volumes! When we focus first on Listening, we give everyone the opportunity to be heard. Seek to understand before being understood.

Excel – Use this time to invest in yourself, and consider what you can take away to help you excel in your role at ABC Company. The intention of any training course is to provide you with new (or refreshed) skills, tools, and behaviors that support your success.

Apply – Of course, just attending a training course is not enough to ensure your success. You must apply what you are learning while you are in class and immediately upon returning to work. It is during the application process that you will learn the most. Learning is not a passive a process.

Respect – Demonstrating respect for others’ opinions, ideas, questions, and answers is of the utmost importance. Everyone should feel valued for their contributions to class and to the organization, and it is up to all of us to create that environment. We have different backgrounds and different experiences with the topics at hand today and we anticipate that there may be differences of opinion on occasion. How we choose to react to those differences will foster relationships amongst each other.

Never stop growing! – When you apply all of the principles in the above list, you have the opportunity to grow with every interaction and experience you have with internal and external customers.

Let’s start growing now! 

Consumer Loan Officer Training Facilitator Guide July 28, 2014

Learning & Development

Introduction Welcome Display as Learners arrive to class.

Introductions Welcome everyone, and then ask them to share the information on the slide.

Note – The last bullet can be updated to your preference 

Name



How long you have been with the ABC Company?



Lending experience



Expectations



Fun thing you did over the weekend

Objectives Say: By the time we have completed this class you will be able to: 

Describe the Consumer Lending Products



Discuss the features and benefits of each product



Identify and interpret the customer needs to offer the appropriate products



Demonstrate submitting quality credit applications



Explain basic underwriting guidelines



Explain the process flow for all loan types

Facilitator Guide – Consumer Loan Officer Training

1

Introduction Housekeeping Review housekeeping items 

Parking – Available on the main level of garage one.



Cell phones – Off or on vibrate, ample breaks will allow sufficient time to check in on phone or email as needed



Restrooms – Inform participants of closest restroom locations and give permission to excuse themselves as needed



Kitchen – Explain where it is and the benefit of bringing their own lunch (time)



Breaks – Explain the amount and length of the breaks you anticipate for the day/week

Learn Say: We expect that you will LEARN while you are here today/this week and we have some ground rules that will help us to accomplish that goal.

Say: It begins with Listening – This ground rule applies to all of us— myself included. Although many of us have experience, we have the opportunity to learn more by listening to what others are sharing.

Listen for the spoken and the unspoken words; body language speaks volumes! When we focus first on Listening, we give everyone the opportunity to be heard. Seek first to understand before being understood.

Say: Excel – Use this time to invest in yourself, and consider what you can take away to help you excel in your role at ABC Company.

The intention of any training course is to provide you with new (or refreshed) skills, tools, and behaviors that support your success.

Say: Apply – Of course, just attending a training course is not enough to ensure your success. You must apply what you are learning while you are in class and immediately upon returning to work. It is during the application process that you will learn the most. Learning is not a passive process.

Facilitator Guide – Consumer Loan Officer Training

2

Introduction Learn, continued Say: Respect – Demonstrating respect for others’ opinions, ideas, questions, and answers is of the utmost importance. Everyone should feel valued for their contributions to class and to the organization, and it is up to all of us to create that environment. We have different backgrounds and different experiences with the topics at hand today and we anticipate that there may be differences of opinion on occasion. How we choose to react to those differences will foster relationships amongst each other.

Say: Never stop growing! – When you apply all of the principles in the above list, you have the opportunity to grow with every interaction and experience you have with internal and external customers.

Let’s start growing now!

Facilitator Guide – Consumer Loan Officer Training

3