MFCU ADDIE in Action

1. MFCU ADDIE in Action Prototype Discussion for NAT

2. Survey and Interview results • Survey sent out to latest class participants asking about class speed, content and satisfaction. • Interviewed content trainer, Deborah Compoz • Also inquired in survey as to what transactions were difficult for participants in relation to NAT • Asked which transactions took the longest to complete • Asked what participants felt was most helpful and challenging with current job aids.

3. Survey Results • 4 respondents • 75% felt information was appropriate and well paced • 25% felt there was not sufficient information or practice • 100% felt all information presented was relevant and necessary

4. SurveyResults • Daily activities that required reference materials • Corporate accounts • Loan processing and funding • Daily tasks they found most difficult • Formal Trusts • Auto Loans • Additional training desired • Business accounts • Closing accounts • Corporation accounts • Credit reports • Formal trusts • Auto loans

5. Interview with Deborah Compoz, SME • Too much material for 2 day period, 3 days would be ideal • Closing accounts is a concern, not being done correctly • The following topics could be revised and some can be input into prework (post work)? • SEP accounts not covered sufficiently • IRA Accounts Information • General Information • Business Accounts • Miscellaneous information (closing, vesting) • CUSO • Fraud

6. Analysis • Based on survey and interview overlap on Closing accounts and Business Accounts • In reviewing current course content, some modules would work better as prework and online—Fraud, CUSO, Miscellaneous (Closing accounts)

7. Module 5 Miscellaneous Items Prototype ideas • Content: Explanation of Closing Accounts Procedures • Content: Explanation of Joint Member closing accounts • Content: Explanation of Vesting changes • Exercises via simulation with example Symitar Account Screen • Question on documentation needed to close accounts • Scenarios to determine if accounts need to be closed—evaluation of performance

9. Closing Accounts • Content: Explanation of Closing Accounts Procedures • Content: Explanation of Joint Member closing accounts • Content: Explanation of Vesting changes • Exercises via simulation with example Symitar Account Screen • Question on documentation needed to close accounts • Scenarios to determine if accounts need to be closed—evaluation of performance

11. Closing Accounts By the end of this module you will be able to: • Identify the different situations in which an account can be closed • Define vesting changes and determine if accounts need to be closed due to vesting changes • Determine if an account can be closed by the individual in question • Complete the necessary steps to close an account according to policy and procedure

12. Closing Accounts • MFCU values our relationship with our members, therefore we look for every reason and opportunity to allow for accounts to stay open. However, some situations require closure. • Different situations in which to close accounts: • Client request, account in good standing • MFCU closure due to Abuse • Closure of shares due to lost or stolen checks • Death of primary and sole member on account • Vesting changes • Removing Joint member • Death of a member on a joint account • Death of a member on any account receiving direct deposit from social security

13. Vesting Changes What is a vesting change? A vesting change in accounts is a change in the titling of the account, as in who is titled on (named on and allowed access to) the account. What situations involve vesting changes? • Removing a Joint Member • Adding a Joint Member • Death of a Member on a joint account • Changing name on the Account due to Divorce, Marriage or other Which vesting changes require closing of accounts? • Removing a Joint Member • Death of a Member on a joint account • Death of a member who was receiving direct deposit of social security

14. Business Accounts • This is connected to whether joint members close accounts! Joint members can close: • Sole Proprietorships* • Partnerships* • Organizations* • Corporations* * If loans exist, prior to closing, primary member MUST complete new loan application and qualify for loan under their own name. Any transaction the fundamentally changes the nature of the business (for example sole proprietorship to corporation) would require closing the account and opening a new account.

15. Closing Accounts continued If the account needs to be closed, the following things must take place. • Identification must be confirmed • All shares must be closed • Master Account must be closed • Loans must be paid off or converted from joint member to sole member • Shares are closed in a series of steps, things to remember: • Dividends must be calculated and posted • Balances must be zeroed out, (Share Withdrawls completed) • CLOSE must be entered in the Magic Box, selecting 1 for share and prompts followed • “Authorization to Close” Form signed by client and branch manager • Master accounts are closed in similar steps to a share, things to remember: • Dividends must be calculated and posted for ALL shares • Balances ALL must be zeroed out • CLOSE must be entered in Magic Box, selecting 5 for master account and prompts followed • “Authorization to Close” Form signed by client and branch manager • Social Security search to locate other membership accounts, check with member if they want to close any accounts located.

16. Example of closing an account In the following scenario, the information of the account must be reviewed to determine what needs to be calculated and what actions need to be taken to complete the needed transactions?

17. Scenario here.

18. Practice closing accounts • In the below account, what would you input to close the current shares? Enter the codes in the appropriate areas.

20. In addition to entering the correct codes, what else will you need to do to close this account? Click on the appropriate areas and enter what the correct actions are.

21. Closing Accounts, Forms • What Forms below are necessary when closing an account? • Authorization of Account seizure • Authorization of Account closure • Authorization of Account signature • Authorization of Account revocation

22. Which of the following scenarios would require closing of accounts? 1) Arnold & Weinhouse LTD (a corporation) is adding a new signer to their account, Jason Eldridge. 2) Jason Melbourne and Lawrence Melbourne, are co owners of Melbourne Associates. Jason Melbourne passes away. 3) Barron imports, a partnership between Barron Von Sordon and Jose Juarez. Barron wants to dissolve the partnership. Click on the appropriate selections that would require closing accounts.

23. Closing Shares due to Lost or Stolen Checks • Checking accounts should be closed if any blank checks are stolen or lost. • Individual written checks can be stopped if the number of the check is known, this may not necessitate share closure. • If member suspects fraud, account will be closed.

24. Closing Shares due to lost or Stolen Checks… • Procedure outline • Check for comprehension with simulation in Symitar interface • Inquiry of recall of process • Assessment of transfer, evaluated simulation

25. Congratulations! You have completed the closing accounts module. Additional exercises are available in the following windows.

26. Module 7 CUSO Prototype Listing of all additional products available. In addition to current activity of participants explaining individual benefit types, cross selling opportunities quiz. Give scenarios of different types of members and which CUSO products would be of value to said members. Elicit ideas from participants of what types of members would find various CUSO products of value and why. What products would be pertinent to the trainee?

27. AD&D • GAP • BREAKDOWN • HOMEOWNERS, RENTERS • LONG TERM CARE • IDENTITY THEFT INS • COMPREHENSIVE DENTAL

28. Auto Related • Guaranteed Auto Protection (GAP) - if your car is stolen and deemed unrecoverable, or totaled beyond repair, your regular auto insurance will only cover the current market value of your car. But what if your loan balance is higher than the market value? That's where GAP comes in, paying off your additional loan balance as well as covering your insurance deductible up to $1000. Better still, GAP pays an additional $1000 toward the down payment on a new car if you finance your new loan with Mission Fed within 90 days of collecting your claim. With its very low cost, GAP is the perfect complement to your standard auto insurance. • Mechanical Breakdown Protection - this great insurance gives you better all around coverage than a dealer extended warranty, and typically costs you less. Mechanical Breakdown Protection gives you flexibility with your premium, covers repairs at all licensed repair facilities, and provides a host of additional coverages to protect you on the road. Choose from four coverage options: • Standard - engine, factory turbo/super charger, transmission, transfer case, drive axles • Classic - everything covered in Standard, plus steering, brakes, electrical, air conditioner, suspension • Elite - everything covered in Standard and Classic, plus fuel delivery, cooling, enhanced electrical • Premier - everything covered in the above three options, plus factory installed luxury package, interior & exterior appointments, additional components • All options provide reimbursement for towing/roadside service, a rental car, lodging, locksmith, and tire repair (conditions apply; ask for specific details). And it's so affordable, you'll wonder why you ever drove without it. • Auto liability and collision - of course we offer standard auto insurance too, at the competitive rates you'd expect from your credit union. Get a quote on your vehicle today. And while you're at it, ask about insurance on recreational vehicles too.

29. Home Related • Complete coverage for where you live - including homeowners, renters, condominium, mobile homes, earthquake and more

30. Personal • Comprehensive dental and wellness plan - this great plan includes dental, vision, hearing, chiropractic and pharmacy, all for one low price • Long term care - lets you easily afford ongoing in-home daily living assistance • Accidental Death & Dismemberment (AD&D) - supplements life insurance with additional coverage in the event of an accident. As a Mission Fed member, you get $3,000 in free coverage, which you can inexpensively increase up to $300,000. • Payment protection - Credit disability and credit life protection takes care of you and your family by paying your debt should you become disabled or pass away • Term life insurance - custom-tailor a plan to your needs with our extensive selection of providers, terms and coverage options • VPI Pet Insurance - is the affordable health coverage that helps you pay the treatment costs for your pet's accidents, illnesses and routine medical care.

31. Identity Theft Insurance • Prevent ID Theft With PrivacyGuard Mission Federal Credit Union has recently partnered with PrivacyGuard to protect you from the fastest growing crime in America - Identity Theft. It only takes a few seconds to become a victim of financial fraud. But it often takes months to recover. Armed with stolen wallets, mail, social security or driver’s license numbers, discarded financial documents or other key pieces of personal information, crooks are committing check fraud, credit card fraud, financial identity theft, criminal identity theft, governmental identity theft and identity fraud.There are steps you can take to protect your identity from theft. PrivacyGuard offers enrolled members a preventative identity theft solution that provides access to 3 bureau credit reports, history, and analysis, daily credit monitoring, access to PrivacyGuard’s identity theft specialists, access to $10,000 in identity theft insurance in the result of a theft, and more.  This summer, Mission Fed members will receive a PrivacyGuard/Mission Federal Credit Union offer by mail. We encourage you to read this special offer carefully and we hope you take this opportunity to protect one of your most valuable assets – your identity. Please feel free to contact a PrivacyGuard member specialist at 1.800.37.GUARD (1.800.374.8273) if you have any questions about PrivacyGuard protection.

32. Module 7 Fraud Prototype Fraud is of concern to us both on a personal and professional level. Professionally, millions of dollars are lost annually due to fraudulent activity. Members are insured against fraudulent uses of accounts in certain situations. Preventing losses due to fraud is important for the company bottom line. Personally, fraud, especially in the form of identity theft, can be a devastating experience. Aside from the initial shock of lost funds or access to funds, credit scores and credit histories are damaged and often it takes years to clear one’s records.

33. Member agreements and Fraud • Members agree to specific use of accounts and financial vehicles, such as ATM cards, Visa cards, VCC cards and checks. • These agreements affect member and MFCU liabilities in case of fraud. • It is important to know the proper use of financial vehicles and procedures in case of loss of financial vehicles.

34. Member agreements • All cards (ATMs, VISA, VCC) are for personal use and member agrees not to allow others to use cards • Member agrees not to disclose PIN numbers to anyone • Member agrees to immediately report lost or stolen cards and assist in prosecuting individuals responsible for unauthorized use

35. Member Liability • Disclosing PIN equals permission to use accounts, and member is liable for misuse of cards • Member is liable for up to first $50 on any card used via the ATM network without their permission • Member has no liability if VCC or Visa card is used via Visa Network without their permission • ATM VCC liability can be up to $500 if not reported within 2 days of discovery of loss

36. Actual Loss Experience • Attorneys Story • Additional experiences

37. Self Protection against fraud • There are actions individuals can take to reduce the chance of fraud. • Personal Checking practices • Writing checks to Credit Card accounts, do not put complete account on check, input only last 4 digits. • Never have social security number on checks • Verify checks clearing your account and amounts are correct • Do not leave checks available for others to access, secure checks, treat them as cash.

38. Self Protection against fraud • Wallet Content • Photocopy both sides of all items in wallet that has identity or financial information • Driver’s License • Social Security cards (SHOULD NOT BE IN WALLET) • Credit Cards, ATM cards • Place copy in safe place

39. Self Protection from fraud • Keep track of credit cards, bank statements, financial documentation • Treat cards, checks, social security like cash. • Monitor your accounts and keep receipts of purchases. Verify activity on monthly/weekly basis • Report suspicious activity • Educate yourself on the risks of online purchasing and banking.

40. Inform Credit Reporting Agencies • Call three credit reporting organizations to place a fraud alert on your name and social security card • Alert tells any credit company that your information has been jeapordized and they must contact you to authorize new credit

41. Credit Bureaus • Equifax 1 800 525 6285 • Experian 1 888 397 3742 • Trans Union 1 800 680 7289 • Social Security Fraud line 1 800 269 0271 • Put these phone numbers with all your credit card copies and information

42. Fraud Video • Exercises related to video

43. Preventing Losses at the Branch • Make sure all checks are secured • Be aware, pay attention to behavior of member at your desk or window • Any anomolies in processing accounts, follow up and document. • Make sure to verify all members identification by password or picture identification when required • Specifics of when picture id is required • Any red flags or suspicions? Probe further, notate on account

44. Preventing Losses at the Branch Give scenarios of different types of situations where both members and employees are putting account information or identity information at risk. Ask for resolution strategies. • If possible give real life examples.

45. Fraud Activity • Simulations of what are good practices. • Show non examples and ask for input as to what was incorrect in examples. • Ask for responses as to methods for further protection.