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Yo
ur
Br
an
ch
Ca
re
er
De
ve
lop
me
nt
Pa
th
FO
RU
M C
red
it U
nio
n –
Re
tail
De
liv
ery
Up
da
ted
No
ve
mb
er
20
09
We
lco
me
to
FO
RU
M C
red
it U
nio
n!
Th
e U
niv
ers
al
Ag
en
t P
rog
ram
is
yo
ur
pe
rso
na
l d
ev
elo
pm
en
t p
ath
fo
r y
ou
r ca
ree
r a
t F
OR
UM
Cre
dit
Un
ion
. T
his
pro
gra
m s
erv
es
to p
rep
are
yo
u f
or
the
“b
ran
ch o
f th
e f
utu
re,”
wh
ere
a m
em
be
r ca
n h
av
e a
ny
se
rvic
e n
ee
d m
et
by
th
e f
irst
em
plo
ye
e w
ith
wh
om
th
ey
co
me
in
co
nta
ct.
Th
is m
ea
ns
an
yth
ing
fro
m c
ash
ing
a c
he
ck t
o r
oll
ing
ov
er
a T
rad
itio
na
l IR
A t
o a
RO
TH
IR
A!
Yo
u a
re r
esp
on
sib
le f
or
ma
inta
inin
g t
he
re
cord
s o
f y
ou
r p
ers
on
al
Ca
ree
r D
ev
elo
pm
en
t P
ath
. T
his
bin
de
r se
rve
s a
s a
ha
rd c
op
y l
oca
tio
n w
he
re y
ou
can
tra
ck t
he
sk
ill
tra
inin
g a
nd
pra
ctic
e y
ou
co
mp
lete
fo
r e
ach
sta
ge
of
yo
ur
care
er
de
ve
lop
me
nt.
Y
ou
r m
an
ag
er
wil
l re
vie
w y
ou
r b
ind
er
pe
rio
dic
all
y a
t y
ou
r co
ach
ing
se
ssio
ns
to m
ak
e s
ure
yo
u a
re “
on
tra
ck”.
He
re’s
ho
w t
he
bin
de
r w
ork
s:
Th
ere
are
fo
ur
sect
ion
s in
th
e b
ind
er
for
ea
ch o
f th
e s
tag
es
in t
he
Un
ive
rsa
l A
ge
nt
Pa
th [
MS
R-i
n-T
rain
ing
, M
SR
I,
MS
R I
I, a
nd
Un
ive
rsa
l A
ge
nt]
.
Ea
ch s
ect
ion
in
clu
de
s a
lis
t o
f sk
ills
yo
u w
ill
be
ex
pe
cte
d t
o p
erf
orm
at
tha
t st
ag
e a
nd
th
e t
rain
ing
re
sou
rce
s a
va
ila
ble
fo
r e
ach
sk
ill.
Y
ou
r sa
les
go
als
wh
ile
in
a s
tag
e a
nd
a s
ug
ge
ste
d t
ime
lin
e f
or
tha
t st
ag
e’s
co
mp
leti
on
are
als
o l
iste
d.
Ea
ch s
ect
ion
wil
l a
lso
in
clu
de
a t
ab
le w
ith
fo
ur
colu
mn
s la
be
led
Kn
ow
led
ge
: D
ate
Co
mp
lete
d,
Kn
ow
led
ge
: M
SR
In
itia
ls,
Pra
cti
ce
: D
ate
Co
mp
lete
d, a
nd
Pra
cti
ce:
Ma
na
ge
r In
itia
ls.
Co
mp
lete
ea
ch s
ect
ion
by
do
ing
th
e f
oll
ow
ing
:
�
If y
ou
ha
ve
kn
ow
led
ge
of
a s
kil
l b
y a
tte
nd
ing
tra
inin
g [
wh
eth
er
thro
ug
h M
oti
va
te U
, by
yo
ur
ma
na
ge
r, a
co
-wo
rke
r, o
r se
lf-p
ace
d],
pu
t th
e a
tte
nd
an
ce
da
te a
nd
yo
ur
init
ials
in
th
e t
wo
Kn
ow
led
ge
co
lum
ns.
�
If y
ou
ha
ve
su
cce
ssfu
lly
pra
cti
ce
d a
sk
ill
wit
h a
tra
ine
r o
r y
ou
r m
an
ag
er,
th
ey
wil
l p
ut
the
pra
cti
ce
da
te a
nd
th
eir
in
itia
ls i
n t
he
two
Pra
cti
ce
co
lum
ns.
Fo
llo
win
g c
om
ple
tio
n o
f th
e K
no
wle
dg
e a
nd
Pra
cti
ce
of
the
sk
ills
fo
r e
ach
le
ve
l o
f th
e U
niv
ers
al
Ag
en
t C
are
er
Pa
th,
yo
ur
ma
na
ge
r w
ill
ma
ke
a
reco
mm
en
da
tio
n f
or
yo
u t
o a
tte
nd
a t
rain
ing
“B
oo
t C
am
p.”
T
he
se B
oo
t C
am
ps
wil
l se
rve
as
an
ass
ess
me
nt
of
yo
ur
ab
ilit
y t
o P
erf
orm
ea
ch o
f th
e
cum
ula
tiv
e s
kil
ls f
or
an
MS
R o
r th
e U
niv
ers
al
Ag
en
t le
ve
l in
an
en
vir
on
me
nt
sim
ila
r to
wh
at
yo
u w
ou
ld e
xp
eri
en
ce i
n t
he
bra
nch
[fo
r e
xa
mp
le,
if
yo
u a
re b
ein
g a
sse
sse
d a
s a
n M
SR
II,
yo
u c
an
be
he
ld r
esp
on
sib
le f
or
pe
rfo
rmin
g a
ny
MS
R-i
n-T
rain
ing
, MS
R I
, an
d M
SR
II
skil
l].
If y
ou
ha
ve
an
y q
ue
stio
ns
ab
ou
t th
e m
ate
ria
ls i
n t
his
bin
de
r, p
lea
se a
sk y
ou
r m
an
ag
er
or
fee
l fr
ee
to
ca
ll a
ny
on
e i
n t
he
Tra
inin
g D
ep
art
me
nt.
Ag
ain
, we
lco
me
!
Suzanne Collins & Linnea Evans
Tra
inin
g C
on
sult
an
ts
Ke
y
=
Tra
inin
g E
xpe
rie
nce
Cu
rre
ntl
y A
va
ila
ble
=
Tra
inin
g E
xpe
rie
nce
Av
ail
ab
le 4
th Q
ua
rte
r 2
00
9
= T
rain
ing
Exp
eri
en
ce A
va
ila
ble
1st
Qu
art
er
20
10
=
Tra
inin
g E
xpe
rie
nce
Av
ail
ab
le 2
nd Q
ua
rte
r 2
01
0
[
HQ
] =
Tra
inin
g E
xpe
rie
nce
Off
ere
d a
t H
ea
dq
ua
rte
rs
[ R
]
=
Tra
inin
g E
xpe
rie
nce
Off
ere
d a
t R
eg
ion
al
Loca
tio
ns
[SP
] =
T
rain
ing
Exp
eri
en
ce O
ffe
red
as
Se
lf-P
ace
d
[W]
=
Tra
inin
g E
xpe
rie
nce
Off
ere
d a
s a
We
bin
ar
MS
R-i
n-T
rain
ing
Sk
ill
Se
ts
[ 7
da
ys
]
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
FLIP
Na
vig
ate
Ho
t T
op
ics
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
FLI
P [
SP]
Na
vig
ate
Pu
bli
c P
ag
es
Na
vig
ate
Pro
du
cts
& S
erv
ice
s M
od
ule
Na
vig
ate
My
Wo
rkg
rou
ps
Up
da
te P
rofi
le
Su
bm
it a
Fo
otp
rin
ts T
ick
et
En
roll
in
a M
oti
va
te U
Cla
ss
Do
wn
loa
d O
ccu
rre
nce
s to
Ca
len
da
r
Acc
ess
Bra
nch
Sch
ed
ule
on
Q:
Dri
ve
FOCUS
Na
vig
ate
Me
mb
er
Pro
file
s a
nd
Tra
nsa
ctio
n H
isto
rie
s B
asi
c O
pe
rati
on
s T
rain
ing
[H
Q]
FO
CU
S [
SP
]
Use
Se
arc
h &
Filt
er
Fu
nct
ion
Re
vie
w &
Ad
d N
ote
s
Teller Nav
Co
un
t in
Dra
we
r
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
Ba
lan
ce D
raw
er
Pro
cess
Ca
sh &
Ch
eck
De
po
sits
Pro
cess
Sp
lit
De
po
sits
Pro
cess
Lo
an
Pa
yme
nts
Pa
ge
| 5
MS
R-i
n-T
rain
ing
Sk
ill
Se
ts, C
on
t’d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Teller Nav, Cont’d
Ca
sh a
Ch
eck
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
Sh
are
d B
ran
ch T
ran
sact
ion
s [S
P]
Pro
cess
Wit
hd
raw
als
Pro
cess
Tra
nsf
ers
Pro
cess
Mo
ne
y M
ark
et
Ch
eck
s
Pro
cess
Ho
me
Eq
uit
y C
he
cks
Pla
ce a
Ch
eck
Ho
ld
Pro
cess
SB
O T
ran
sact
ion
s
Se
ll a
Ca
shie
r’s
Ch
eck
Re
ad
& A
dd
an
Att
en
tio
n M
ess
ag
e
Re
ad
a M
em
be
r P
rofi
le
ITI
Pe
rfo
rm B
asi
c A
cco
un
t In
qu
irie
s
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
Re
ad
& A
dd
Att
en
tio
n M
ess
ag
es
Pla
ce a
Ch
eck
Ho
ld
Outlook
Cre
ate
In
bo
x Fo
lde
rs
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
Mic
roso
ft O
utl
oo
k B
asi
cs [
R]
Cre
ate
Au
to S
ign
atu
re
Pa
ge
| 6
MS
R-i
n-T
rain
ing
Sk
ill
Se
ts, C
on
t’d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g R
eso
urc
e
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Security
Lock
Dra
we
r &
Co
mp
ute
r St
ati
on
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
Ro
bb
ery
Tra
inin
g [
HQ
]
Sa
fe B
log
Vid
eo
s [S
P]
Fo
llo
w C
lea
n D
esk
Po
licy
Fo
llo
w T
ell
er
Dra
we
r Li
mit
Fo
llo
w C
he
ck C
ash
ing
& H
old
Po
lici
es
De
tect
Fra
ud
ule
nt
Ca
sh &
Ch
eck
s
Sales & Service
Un
de
rsta
nd
UA
Exp
ect
ati
on
s
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
FLI
P P
rod
uct
s &
Se
rvic
es
Mo
du
le [
SP
]
Pro
du
ct K
no
wle
dg
e W
ork
bo
ok
[S
P]
Un
de
rsta
nd
Sa
les
Exp
ect
ati
on
s
Un
de
rsta
nd
Se
rvic
e E
xpe
cta
tio
ns
Un
de
rsta
nd
th
e C
on
ne
ctio
n
be
twe
en
Sa
les
an
d S
erv
ice
Lea
rn P
rod
uct
s &
Se
rvic
es
Dif
fere
nti
ate
be
twe
en
lik
e P
rod
uct
s
Pa
ge
| 7
MS
R-i
n-T
rain
ing
Pe
rfo
rm
an
ce
Ex
pe
cta
tio
ns
�
MA
ND
AT
OR
Y T
RA
ININ
G E
XP
ER
IEN
CE
S
•
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
�
MO
NT
HL
Y S
ER
VIC
E E
XP
EC
TA
TIO
NS
•
No
va
ria
nce
s o
ve
r $
5.0
0,
loss
es,
or
incl
usi
on
on
th
e a
ud
it l
ist
for
the
mo
nth
•
Pe
rfe
ct a
tte
nd
an
ce f
or
the
mo
nth
an
d a
dh
ere
nce
to
em
plo
ye
e s
che
du
le
(Ad
he
ren
ce t
o s
che
du
le m
ea
ns
no
late
arr
iva
ls,
late
re
turn
s fr
om
lu
nch
, o
r e
arl
y d
ep
art
ure
s)
•
Loy
alt
y I
nd
ex
sco
re o
f 8
0%
or
hig
he
r
�
MO
NT
HL
Y S
AL
ES
EX
PE
CT
AT
ION
S
•
No
“G
oo
se E
gg
” (
At
lea
st 1
cro
ss s
old
se
rvic
e)
*S
erv
ice
s d
efi
nit
ion
: C
he
ckin
g (
no
t in
clu
din
g A
wa
re o
r S
eco
nd
Ch
eck
ing
), C
lub
Acc
ou
nts
(C
om
mo
nC
en
ts,
Sa
nta
Sa
vin
gs,
Sp
eci
al
Sa
vin
gs,
or
We
ek
ly 5
Clu
b),
Mo
ne
y M
ark
et
Acc
ou
nts
, C
Ds
(in
clu
din
g C
ross
ove
r M
on
ey
Ma
rke
t),
IRA
s, B
usi
ne
ss A
cco
un
ts (
bo
th
Ch
eck
ing
an
d L
oa
ns)
, M
on
ey
lin
e,
Sig
na
ture
Lo
an
s, A
uto
Lo
an
s, H
ELO
Cs,
an
d M
ort
ga
ge
s
•
Sa
les
Acc
ou
nta
bil
ity
Sta
nd
ard
:
An
MS
R t
ha
t d
oe
s n
ot
ha
ve
on
e c
ross
se
ll fo
r a
3 m
on
th p
eri
od
is
sub
ject
to
a s
ale
s co
un
seli
ng
no
tice
.
•
Th
e t
hre
e m
on
th t
ime
pe
rio
d d
oe
s n
ot
be
gin
un
til a
fte
r th
e M
SR
ha
s b
ee
n o
ut
of
Ba
sic
Op
era
tio
ns
Tra
inin
g f
or
thre
e m
on
ths.
•
Th
e c
ou
nse
lin
g i
s o
nly
to
occ
ur
aft
er
do
cum
en
ted
co
ach
ing
se
ssio
ns
ha
ve
be
en
co
nd
uct
ed
an
d a
sa
les
de
ve
lop
me
nta
l p
lan
ha
s b
ee
n a
dm
inis
tere
d.
•
Th
e s
ale
s co
un
seli
ng
no
tice
is
cate
go
rize
d a
s a
Su
bst
an
da
rd Q
ua
lity
of
Wo
rk.
•
Th
e n
oti
ce is
a L
ev
el
I w
ith
a 9
0-d
ay
tim
eta
ble
fo
r im
pro
vem
en
t.
If n
o im
pro
vem
en
t is
no
ted
wit
hin
th
e n
ext
90
da
ys,
th
e
MS
R i
s su
bje
ct t
o f
urt
he
r d
isci
pli
na
ry a
ctio
n.
MS
R I
Sk
ill
Se
ts
[ 7
da
ys
– 6
mo
nth
s ]
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
FOCUS
Se
arc
h f
or
Bu
sin
ess
Po
rtfo
lios
Bra
nch
Bu
dd
y [
R]
BO
T E
nh
an
cem
en
t [H
Q]
FO
CU
S [
SP
]
Loca
te &
Pri
nt
Ch
eck
Co
pie
s
Su
bm
it a
Cro
ss S
ell
Re
po
rts
WebExtender
Loca
te M
em
be
r R
eco
rds
Bra
nch
Bu
dd
y [
R]
BO
T E
nh
an
cem
en
t [H
Q]
Loca
te &
Pri
nt
Sta
tem
en
t C
op
ies
Sig
na
ture
Ca
rds
VIP
Pro
cess
& T
rou
ble
sho
oti
ng
B
ran
ch B
ud
dy
[R
]
Loca
te D
ep
osi
ted
Ch
eck
Im
ag
es
Teller Nav
Un
de
rsta
nd
Ge
ne
ral
Led
ge
r N
um
be
rs
Bra
nch
Bu
dd
y [
R]
BO
T E
nh
an
cem
en
t [H
Q]
Te
lle
r N
av
iga
tor:
Ba
sic
Me
mb
er
Serv
ice
s [S
P]
Bu
y &
Se
ll M
on
ey
to
/fro
m a
n M
SR
Bu
y &
Se
ll M
on
ey
to
/fro
m t
he
Va
ult
Bu
y M
on
ey
fro
m t
he
TC
D
Fin
d a
Va
ria
nce
Pro
cess
Co
rre
ctio
ns
& R
eve
rsa
ls
Pro
cess
Fe
de
ral T
ax
Pa
ym
en
ts
Pro
cess
Fo
reig
n I
tem
s
Pa
ge
| 9
MS
R I
Sk
ill
Se
ts, C
on
t’d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Teller Nav, Cont’d
Pro
cess
a M
ort
ga
ge
Pa
yme
nt
Bra
nch
Bu
dd
y [
R]
BO
T E
nh
an
cem
en
t [H
Q]
Te
lle
r N
av
iga
tor:
Ad
va
nce
d T
ran
sact
ion
s [S
P]
Te
lle
r N
av
iga
tor:
Ba
sic
Me
mb
er
Serv
ice
s [S
P]
Pro
cess
Ta
x R
etu
rn C
he
cks
Tra
nsf
er
fro
m B
usi
ne
ss t
o P
ers
on
al
FO
RU
M C
red
it C
ard
s
CIS
Cre
dit
Ca
rds
Pro
cess
Ca
sh A
dv
an
ces
Se
t U
p P
re-P
aid
Ca
rds
Pro
cess
Co
in M
ach
ine
De
po
sits
Co
in M
ach
ine
Op
era
tio
n
Ch
an
ge
Co
in B
ag
& S
ell
to
Va
ult
Co
in M
ach
ine
En
d o
f D
ay
To
tals
Pro
cess
IR
A &
HS
A C
on
trib
uti
on
s
Pro
cess
an
Ad
dre
ss C
ha
ng
e
Pro
cess
a N
am
e C
ha
ng
e
Pro
cess
a V
eri
fica
tio
n o
f D
ep
osi
t
Pla
ce a
Ch
eck
Sto
p P
aym
en
t
Pla
ce a
n A
CH
Sto
p P
aym
en
t
Ord
er
Loa
n C
ou
po
ns
Pa
ge
| 1
0
MS
R I
Sk
ill
Se
ts, C
on
t’d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
ITI
Pla
ce a
Ch
eck
Sto
p P
aym
en
t B
ran
ch B
ud
dy
[R
]
BO
T E
nh
an
cem
en
t [H
Q]
Wir
e T
ran
sfe
r P
roce
du
res
Deluxe
Pla
ce a
Ne
w P
ers
on
al
Ch
eck
Ord
er
Bra
nch
Bu
dd
y [
R]
BO
T E
nh
an
cem
en
t [H
Q]
De
luxe
Ord
erP
ro [
SP
]
Re
-Ord
er
Ch
eck
s w
ith
No
Ch
an
ge
s
Re
-Ord
er
Ch
eck
s w
ith
Ch
an
ge
s
Ca
ll i
n a
Bu
sin
ess
Ch
eck
Ord
er
Wa
ive
a C
he
ck O
rde
r F
ee
Exp
ed
ite
Sh
ipp
ing
STAR
Re
vie
w T
ran
sact
ion
His
tory
Bra
nch
Bu
dd
y [
R]
BO
T E
nh
an
cem
en
t [H
Q]
AT
M &
De
bit
Ca
rds:
Ad
va
nce
d [
SP
]
Qu
ali
fy M
em
be
r fo
r A
TM
& D
eb
it C
ard
s
Se
t U
p N
ew
AT
M C
ard
s
Se
t U
p W
ith
dra
wa
l On
ly A
TM
Ca
rds
Re
ord
er
AT
M a
nd
De
bit
Ca
rds
Re
set
PIN
Nu
mb
er
Electronic
Services
En
roll
a M
em
be
r in
Te
llerp
ho
ne
Ele
ctro
nic
Se
rvic
es
[SP
]
Re
set
a M
em
be
r’s
Te
llerp
ho
ne
PIN
Ass
ist
Me
mb
er
w/
CU
On
lin
e E
nro
llm
en
t
Pa
ge
| 1
1
MS
R I
Sk
ill
Se
ts, C
on
t’d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Outlook
Vie
w I
nb
ox
Siz
e
Mic
roso
ft O
utl
oo
k B
asi
cs [
R]
Arc
hiv
e E
-ma
ils
Security
Ide
nti
fy A
ll C
lea
r S
ign
al
Ba
sic
Op
era
tio
ns
Tra
inin
g [
HQ
]
Ro
bb
ery
Tra
inin
g [
HQ
]
Fo
llo
w R
ob
be
ry P
roce
du
res
Sa
fe D
ep
osi
t B
ox
Pro
ced
ure
s
Sales & Service
Pe
rfo
rm T
ran
sact
ion
s C
orr
ect
ly
Bra
nch
Bu
dd
y [
R]
BO
T E
nh
an
cem
en
t [H
Q]
Imp
rov
e E
ffic
ien
cy &
Sp
ee
d
Co
mm
it t
o G
rea
t Se
rvic
e
Th
e T
ruth
ab
ou
t C
ats
& D
og
s [R
]
Tre
at
Me
mb
ers
Co
nsi
ste
ntl
y
De
al
Gra
cio
usl
y w
ith
Co
mp
lain
ts
De
mo
nst
rate
Act
ive
Lis
ten
ing
Li
ste
nin
g S
kil
ls w
ith
Re
sult
s [R
]
Dis
cuss
Pro
du
cts,
Se
rvic
es
an
d
Bu
sin
ess
Lin
es
wit
h M
em
be
rs
FLI
P P
rod
uct
s &
Se
rvic
es
Mo
du
le [
SP
]
Pro
du
ct K
no
wle
dg
e W
ork
bo
ok
[S
P]
BO
T E
nh
an
cem
en
t [H
Q]
Th
e R
est
of
the
Sto
ry [
HQ
]
Ta
ke
a C
on
sult
ati
ve
Ap
pro
ach
to
Sa
les
Ste
p b
y S
tep
[R
]
Sa
les
Ass
ist
[R]
Un
de
rsta
nd
ing
th
e L
oa
n P
roce
ss [
W]
Ide
nti
fy &
Re
spo
nd
to
Me
mb
er
Cu
es
Re
ad
a C
red
it R
ep
ort
fo
r C
ross
Se
lls
Re
ad
a M
em
be
r P
rofi
le f
or
Cro
ss S
ell
s
Ide
nti
fy &
Off
er
Ne
xt B
est
Cro
ss S
ell
Pa
ge
| 1
2
MS
R I
Pe
rfo
rm
an
ce
Ex
pe
cta
tio
ns
�
MA
ND
AT
OR
Y T
RA
ININ
G E
XP
ER
IEN
CE
S
•
Bra
nch
Bu
dd
y P
rog
ram
[R
]
•
B.O
.T.
En
ha
nce
me
nt
& C
on
sult
ati
on
[H
Q]
•
Ro
bb
ery
Tra
inin
g [
HQ
]
•
List
en
ing
Sk
ills
wit
h R
esu
lts
[R
]
•
Th
e R
est
of
the
Sto
ry [
HQ
]
•
Sa
les
Ass
ist
Pro
gra
m [
R]
•
Ste
p b
y S
tep
[R
]
•
Th
e T
ruth
ab
ou
t C
ats
& D
og
s [
R]
•
Un
de
rsta
nd
ing
th
e L
oa
n P
roce
ss [
W]
Cre
dit
Re
po
rts
10
1 a
nd
Co
nsu
me
r Lo
an
Ba
sics
�
MO
NT
HL
Y S
ER
VIC
E E
XP
EC
TA
TIO
NS
•
No
va
ria
nce
s o
ve
r $
5.0
0,
loss
es,
or
incl
usi
on
on
th
e a
ud
it l
ist
for
the
mo
nth
•
Pe
rfe
ct a
tte
nd
an
ce f
or
the
mo
nth
an
d a
dh
ere
nce
to
em
plo
ye
e s
che
du
le
(Ad
he
ren
ce t
o s
che
du
le m
ea
ns
no
late
arr
iva
ls,
late
re
turn
s fr
om
lu
nch
, o
r e
arl
y d
ep
art
ure
s)
•
Loy
alt
y I
nd
ex
sco
re o
f 8
0%
or
hig
he
r
MS
R I
Pe
rfo
rm
an
ce
Ex
pe
cta
tio
ns
, Co
nt’
d
�
MO
NT
HL
Y S
AL
ES
EX
PE
CT
AT
ION
S
•
Go
od
: 1
0 c
ross
so
ld s
erv
ice
s (
2 o
ut
of
the
10
mu
st b
e a
ctiv
e c
he
ckin
g a
cco
un
ts)
*S
erv
ice
s d
efi
nit
ion
: C
he
ckin
g (
no
t in
clu
din
g A
wa
re o
r S
eco
nd
Ch
eck
ing
), C
lub
Acc
ou
nts
(C
om
mo
nC
en
ts,
Sa
nta
Sa
vin
gs,
Sp
eci
al
Sa
vin
gs,
or
We
ek
ly 5
Clu
b),
Mo
ne
y M
ark
et
Acc
ou
nts
, C
Ds
(in
clu
din
g C
ross
ove
r M
on
ey
Ma
rke
t),
IRA
s, B
usi
ne
ss A
cco
un
ts (
bo
th
Ch
eck
ing
an
d L
oa
ns)
, M
on
ey
lin
e,
Sig
na
ture
Lo
an
s, A
uto
Lo
an
s, H
ELO
Cs,
an
d M
ort
ga
ge
s *
*A
ctiv
e C
he
ckin
g A
cco
un
t D
efi
nit
ion
: A
TM
/De
bit
Ca
rd o
rde
red
, D
ire
ct D
ep
osi
t p
ost
ed
, a
nd
10
tra
nsa
ctio
ns
po
ste
d
MS
R I
I S
kil
l S
ets
[ 6
– 9
mo
nth
s ]
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Teller Navigator
Pro
cess
a W
ire
Tra
nfe
r
Te
lle
r N
av
iga
tor:
Ad
va
nce
d T
ran
sact
ion
s [S
P]
Te
lle
r N
av
iga
tor:
Ad
va
nce
d M
em
be
r S
erv
ice
s
[SP
]
Se
t U
p &
Mo
dif
y A
CH
/Pa
y/T
ran
sfe
r
De
lete
a D
istr
ibu
tio
n S
ou
rce
Ca
lcu
late
In
tere
st
Co
nv
ert
Ch
eck
ing
Acc
ou
nt
Ty
pe
s
Ad
d o
r R
em
ov
e a
Jo
int
Ow
ne
r
Clo
se S
ub
sha
res
an
d A
cco
un
ts
Ro
llo
ve
r E
xist
ing
CD
C
ert
ific
ate
of
De
po
sit
Ba
sics
[S
P]
Ce
rtif
ica
te o
f D
ep
osi
ts:
Ad
van
ced
[S
P]
Ne
w A
cco
un
t O
pe
nin
g P
ract
ice
Se
ssio
n [
HQ
]
Se
t U
p a
Ne
w C
D
Pri
nt
CD
No
te
Po
st C
D D
ivid
en
ds
Ide
nti
fy S
afe
De
po
sit
Bo
x A
vail
ab
ilit
y
Sa
fe D
ep
osi
t B
oxe
s [S
P]
Se
t U
p N
ew
Sa
fe D
ep
osi
t B
ox
Va
cate
Sa
fe D
ep
osi
t B
ox
ITI
Pro
cess
an
Ad
dre
ss C
ha
ng
e
ITI
& P
rem
ier
Exp
ed
ite
: B
asi
c M
em
be
r S
erv
ice
s
[SP
]
Pro
cess
a N
am
e C
ha
ng
e
Ad
d &
Re
mo
ve
Sig
ne
rs
Pa
ge
| 1
5
MS
R I
I S
kil
l S
ets
, Co
nt’
d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
New Account Opening
Su
bm
it A
pp
lica
tio
n i
n T
AP
S
Ne
w A
cco
un
t O
pe
nin
g [
SP
]
Ne
w A
cco
un
t O
pe
nin
g P
ract
ice
Se
ssio
n [
HQ
]
Qu
ali
fy I
nd
ivid
ua
l fo
r M
em
be
rsh
ip
Pu
ll C
he
xSy
ste
ms
& O
FA
C R
ep
ort
s
Fo
llo
w N
ew
Acc
ou
nt
Ma
trix
Ro
ute
Acc
ou
nt
Exc
ep
tio
ns
in T
AP
S
Op
en
Ne
w A
cco
un
t in
TA
PS
Op
en
Ne
w A
cco
un
t in
Te
lle
r N
av
Op
en
Su
bsh
are
s
Co
mp
lete
Em
plo
ye
e U
se O
nly
Bo
x
Se
t U
p O
ve
rdra
ft P
rote
ctio
n
Ide
nti
fy C
he
ck D
igit
Op
en
a T
rust
Acc
ou
nt
Op
en
an
Est
ate
Acc
ou
nt
Op
en
a S
afe
Acc
ou
nt
Op
en
a S
EG
Acc
ou
nt
IRAs & HSAs
Dif
fere
nti
ate
be
twe
en
IR
A T
yp
es
IRA
I [
R]
IRA
II
[HQ
]
Pro
cess
IR
A W
ith
dra
wa
ls
IRA
Co
ntr
ibu
tio
ns,
Dir
ect
Tra
nsf
ers
& D
ire
ct R
ollo
ve
rs
Dis
cuss
HS
As
wit
h a
Me
mb
er
Pa
ge
| 1
6
MS
R I
I S
kil
l S
ets
, Co
nt’
d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
STAR
Qu
ali
fy M
em
be
r fo
r Li
mit
In
cre
ase
AT
M &
De
bit
Ca
rd B
asi
cs [
SP
]
AT
M &
De
bit
Ca
rds:
Ad
va
nce
d [
SP
]
Ch
an
ge
Lim
its
on
AT
M/D
eb
it C
ard
s
Inte
rpre
t P
urc
ha
se C
od
es
Inte
rpre
t R
eje
ctio
n C
od
es
Fo
llo
w L
ost
/Sto
len
Ca
rd P
roce
du
res
Disputes
AT
M/D
eb
it C
ard
Dis
pu
tes
AC
H D
isp
ute
s
Fra
ud
Dis
pu
tes
Sales & Service
De
cisi
on
Ma
kin
g S
kil
ls
It’s
No
t Y
ou
, It
’s M
e [
R]
Dif
fere
nti
ate
wh
en
to
Pe
rfo
rm m
ore
In-D
ep
th T
ran
sact
ion
s a
t th
e L
ine
Use
Me
mb
er
Serv
ice
To
ol B
elt
Ha
nd
le D
iffi
cult
Sit
ua
tio
ns
Sa
ve
a C
losi
ng
Acc
ou
nt
Ide
nti
fy S
ale
s S
tyle
(P
AC
E)
Th
e C
ha
me
leo
n A
pp
roa
ch [
R]
Lea
rn M
em
be
r S
ale
s S
tyle
s
Use
Dif
fere
nt
Sa
les
Co
lor
Te
chn
iqu
es
Str
ate
gic
ally
Ask
fo
r B
usi
ne
ss
Pa
ge
| 1
7
MS
R I
I P
er
for
ma
nc
e E
xp
ec
tati
on
s
�
MA
ND
AT
OR
Y T
RA
ININ
G E
XP
ER
IEN
CE
S
•
IRA
1 [
R]
�
MO
NT
HL
Y S
ER
VIC
E E
XP
EC
TA
TIO
NS
•
No
va
ria
nce
s o
ve
r $
5.0
0,
loss
es,
or
incl
usi
on
on
th
e a
ud
it l
ist
for
the
mo
nth
•
Pe
rfe
ct a
tte
nd
an
ce f
or
the
mo
nth
an
d a
dh
ere
nce
to
em
plo
ye
e s
che
du
le
(Ad
he
ren
ce t
o s
che
du
le m
ea
ns
no
late
arr
iva
ls,
late
re
turn
s fr
om
lu
nch
, o
r e
arl
y d
ep
art
ure
s)
•
Loy
alt
y I
nd
ex
sco
re o
f 8
0%
or
hig
he
r
�
MO
NT
HL
Y S
AL
ES
EX
PE
CT
AT
ION
S
•
Be
tte
r: 1
5 c
ross
so
ld s
erv
ice
s (
4 o
ut
of
the
15
mu
st b
e a
ctiv
e c
he
ckin
g a
cco
un
ts)
*S
erv
ice
s d
efi
nit
ion
: C
he
ckin
g (
no
t in
clu
din
g A
wa
re o
r S
eco
nd
Ch
eck
ing
), C
lub
Acc
ou
nts
(C
om
mo
nC
en
ts,
Sa
nta
Sa
vin
gs,
Sp
eci
al
Sa
vin
gs,
or
We
ek
ly 5
Clu
b),
Mo
ne
y M
ark
et
Acc
ou
nts
, C
Ds
(in
clu
din
g C
ross
ove
r M
on
ey
Ma
rke
t),
IRA
s, B
usi
ne
ss A
cco
un
ts (
bo
th
Ch
eck
ing
an
d L
oa
ns)
, M
on
ey
lin
e,
Sig
na
ture
Lo
an
s, A
uto
Lo
an
s, H
ELO
Cs,
an
d M
ort
ga
ge
s *
*A
ctiv
e C
he
ckin
g A
cco
un
t D
efi
nit
ion
: A
TM
/De
bit
Ca
rd o
rde
red
, D
ire
ct D
ep
osi
t p
ost
ed
, a
nd
10
tra
nsa
ctio
ns
po
ste
d
Un
ive
rsa
l A
ge
nt
Sk
ill
Se
ts
[ 9
- 1
5 m
on
ths
]
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Teller Navigator
Pe
rfo
rm T
ran
sact
ion
Ov
err
ide
s
Te
lle
r N
av
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tor:
Ad
va
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d T
ran
sact
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s [S
P]
Re
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, O
ve
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ft,
etc
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Off
set
MS
R V
ari
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Re
vers
e a
Lo
an
Pa
yme
nt
Pro
cess
CD
Te
rm E
xce
pti
on
s
Ce
rtif
ica
tes
of
De
po
sit:
Ad
van
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[S
P]
Pro
cess
CD
Ea
rly
Wit
hd
raw
als
Se
t U
p a
Ne
w I
RA
CD
Business Account Opening
Pro
pe
r B
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ne
ss D
ocu
me
nta
tio
n
Pre
mie
r E
xpe
dit
e:
Ad
va
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d M
em
be
r Se
rvic
es
[SP
]
ITI
& P
rem
ier
Exp
ed
ite
Pra
ctic
e S
ess
ion
[H
Q]
Pu
ll C
red
it &
Ch
exS
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s R
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Op
en
Po
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in P
rem
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Exp
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ite
Se
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p O
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we
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Op
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Ad
dit
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al
Acc
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nts
Co
mb
ine
Sta
tem
en
ts
Tra
nsf
er
CD
Te
rms
Ord
er
De
bit
Ca
rd
Pa
ge
| 1
9
UA
Sk
ill
Se
ts, C
on
t’d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Consumer Loans
Qu
ote
th
e A
ve
rag
e I
nte
rest
Ra
te
Un
de
rsta
nd
ing
th
e L
oa
n P
roce
ss [
W]
Co
nsu
me
r Lo
an
Pro
cess
ing
[S
P]
Co
nsu
me
r Lo
an
Pro
cess
ing
Pra
ctic
e S
ess
ion
[HQ
]
Pa
yme
nt
Pro
tect
ion
: In
term
ed
iate
[W
]
Pa
yme
nt
Pro
tect
ion
: A
dv
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ced
[R
]
Su
bm
it a
TA
PS
Ap
pli
cati
on
Re
ad
a M
em
be
r’s
Cre
dit
Re
po
rt
NA
DA
Ve
hic
le V
alu
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Ass
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Co
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d C
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to
Ap
pli
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Ap
pli
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to
Lo
an
Off
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Sh
are
Se
cure
d L
oa
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roce
du
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CD
Se
cure
d L
oa
n P
roce
du
res
Sto
ck S
ecu
red
Lo
an
Pro
ced
ure
s
Na
vig
ate
IQ
Q
Off
er
Insu
ran
ce P
rod
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s
Dis
bu
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Lo
an
Pri
nt
& S
ign
Co
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t U
p P
aym
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ibu
tio
ns
Se
t U
p M
on
ey
lin
e O
verd
raft
Tra
nsf
er
Pa
ge
| 2
0
UA
Sk
ill
Se
ts, C
on
t’d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Home Equity
Loans
Dif
fere
nti
ate
be
twe
en
Ho
me
Eq
uit
y,
HE
LOC
an
d 5
/10
Tw
o S
tep
U
nd
ers
tan
din
g t
he
Lo
an
Pro
cess
[W
]
Co
nsu
me
r Lo
an
Pro
cess
ing
[S
P]
Co
nsu
me
r Lo
an
Pro
cess
ing
Pra
ctic
e S
ess
ion
[HQ
]
Ca
lcu
late
Lo
an
to
Va
lue
Ra
tio
s
Fo
llo
w P
ap
erw
ork
Flo
w
Se
con
d M
ort
ga
ge
Pro
cess
ing
IRAs
Co
mp
lete
Ap
pli
cati
on
s a
nd
Fo
rms
IRA
I [
R]
IRA
II
[HQ
]
Op
en
a N
ew
IR
A
De
sig
na
tin
g &
Ch
an
gin
g B
en
efi
cia
rie
s
Co
nve
rt T
rad
itio
na
l to
Ro
th I
RA
Po
st 7
0 ½
Ele
ctio
n F
orm
s &
Pro
ced
ure
s
HSAs
Co
mp
lete
Ap
pli
cati
on
& F
orm
s
Op
en
Ne
w A
cco
un
t &
HS
A S
ub
sha
re
Ord
er
HS
A D
eb
it C
ard
s
Mo
dif
y a
n H
SA
Outlook
Ad
d A
pp
oin
tme
nt
to C
ale
nd
ar
Mic
roso
ft O
utl
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k A
dv
an
ced
[R
]
Sch
ed
ule
a M
ee
tin
g R
eq
ue
st
Ad
d a
Ta
sk
Ad
d a
Co
nta
ct
Pa
ge
| 2
1
UA
Sk
ill
Se
ts, C
on
t’d
SK
ILL
SE
TS
K
no
wle
dg
e
Pr
ac
tic
e
Tra
inin
g E
xp
eri
en
ce
Da
te
MS
R I
nit
ials
D
ate
M
gr
Init
ials
Excel
En
ter,
So
rt &
Fil
ter
Da
ta
Mic
roso
ft E
xce
l [R
]
Fo
rma
t Fo
nt
& C
ell
Sty
les
Cre
ate
& M
od
ify
Fo
rmu
las
Compliance
An
swe
r M
em
be
r’s
Co
mp
lia
nce
Qu
est
ion
s
Tu
esd
ay
s w
ith
Ma
rty
[W
]
PO
A,
PO
D &
De
ath
Cla
im P
roce
du
res
NC
UA
In
sura
nce
Co
vera
ge
Sales & Service
Bu
ild
Yo
ur
Me
mb
er’
s T
rust
My
thB
ust
ers
[H
Q]
Kn
ow
Yo
ur
Me
mb
ers
Re
solv
e M
em
be
r C
om
pla
ints
Ta
ke
Ow
ne
rsh
ip o
f Se
rvic
e
Insp
ire
Te
am
Me
mb
ers
Act
as
a C
ha
ng
e A
ge
nt
Se
ek
Bu
sin
ess
th
rou
gh
Ou
tbo
un
d C
all
s O
utb
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nd
Ca
llin
g T
ech
niq
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s [R
]
Init
iate
Sa
les
Co
nv
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ati
on
s
Bu
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-a-B
oo
k W
ork
sho
p [
R]
Cre
ate
a B
oo
k o
f B
usi
ne
ss
Ask
fo
r R
efe
rra
ls
Ov
erc
om
e S
ale
s O
bst
acl
es
Pa
ge
| 2
2
Un
ive
rsa
l A
ge
nt
Pe
rfo
rm
an
ce
Ex
pe
cta
tio
ns
�
MA
ND
AT
OR
Y T
RA
ININ
G E
XP
ER
IEN
CE
S
•
IRA
II
[H
Q]
•
Pa
ym
en
t P
rote
ctio
n:
Inte
rme
dia
te [
W]
•
Pa
ym
en
t P
rote
ctio
n:
Ad
va
nce
d [
R]
•
Tu
esd
ay
s w
ith
Ma
rty
[W
]
�
MO
NT
HL
Y S
ER
VIC
E E
XP
EC
TA
TIO
NS
•
No
va
ria
nce
s o
ve
r $
5.0
0,
loss
es,
or
incl
usi
on
on
th
e a
ud
it l
ist
for
the
mo
nth
•
Pe
rfe
ct a
tte
nd
an
ce f
or
the
mo
nth
an
d a
dh
ere
nce
to
em
plo
ye
e s
che
du
le
(Ad
he
ren
ce t
o s
che
du
le m
ea
ns
no
late
arr
iva
ls,
late
re
turn
s fr
om
lu
nch
, o
r e
arl
y d
ep
art
ure
s)
•
Loy
alt
y I
nd
ex
sco
re o
f 8
0%
or
hig
he
r
�
MO
NT
HL
Y S
AL
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EX
PE
CT
AT
ION
S
•
Be
st:
25
cro
ss s
old
se
rvic
es
(6
ou
t o
f th
e 2
5 m
ust
be
act
ive
ch
eck
ing
acc
ou
nts
) *
Se
rvic
es
de
fin
itio
n:
Ch
eck
ing
(n
ot
incl
ud
ing
Aw
are
or
Se
con
d C
he
ckin
g),
Clu
b A
cco
un
ts (
Co
mm
on
Ce
nts
, S
an
ta S
av
ing
s, S
pe
cia
l
Sa
vin
gs,
or
We
ek
ly 5
Clu
b),
Mo
ne
y M
ark
et
Acc
ou
nts
, C
Ds
(in
clu
din
g C
ross
ove
r M
on
ey
Ma
rke
t),
IRA
s, B
usi
ne
ss A
cco
un
ts (
bo
th
Ch
eck
ing
an
d L
oa
ns)
, M
on
ey
lin
e,
Sig
na
ture
Lo
an
s, A
uto
Lo
an
s, H
ELO
Cs,
an
d M
ort
ga
ge
s *
*A
ctiv
e C
he
ckin
g A
cco
un
t D
efi
nit
ion
: A
TM
/De
bit
Ca
rd o
rde
red
, D
ire
ct D
ep
osi
t p
ost
ed
, a
nd
10
tra
nsa
ctio
ns
po
ste
d
