Chapter 2 Sales Final

Teller Education

Chapter 2: Sales, Banking Products & Services

Monroe Bank Training & Development
Teller Education
Last Updated: January 31, 2011

Monroe Bank Teller Training

Chapter Two
Table of Contents
Teller Learning Objectives: ................................................................................................. 4
Key terminology .................................................................................................................. 5
Sales Skill and Knowledge ................................................................................................... 7
Sales: Begin with the Basics .................................................................................... 8
Detecting Customer Cues ................................................................................................... 9
Connecting Customer Cues with Questions ......................................................... 10
Improving Sales Performance ............................................................................... 11
Coaching and Learning Activities ...................................................................................... 12
Rewards Mania Gift Card .................................................................................................. 13
Personal Checking Products .............................................................................................. 15
Common Core Features ........................................................................................ 15
Personal Checking Plan Details ......................................................................................... 16
Student Checking .................................................................................................. 16
Essential Checking ................................................................................................. 16
Advantage Checking.............................................................................................. 17
NOW (Negotiable Order of Withdrawal) Account ................................................ 17
Success Checking................................................................................................... 18
Overdraft Courtesy and Overdraft Protection .................................................................. 19
Special Banking Programs ................................................................................................. 20
Prime Time Banking .............................................................................................. 20
Personal Savings Products ................................................................................................ 21
Quick Facts about Regulation D ............................................................................ 21
Personal Savings Plans ...................................................................................................... 22
Statement Savings................................................................................................. 22
Christmas Club Savings ......................................................................................... 22
Young Savers Account ........................................................................................... 22

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Money Market Savings ......................................................................................... 23
Pinnacle Green Money Market Account............................................................... 23
Certificates of Deposit ...................................................................................................... 24
Élan Consumer Credit Cards ............................................................................................. 25
Élan Business Credit Cards ................................................................................................ 26
Additional Banking Services .............................................................................................. 27
Free e-statements ................................................................................................. 27
Safe Deposit Boxes ................................................................................................ 28
Wealth Management Group ................................................................................. 28
Loan Services......................................................................................................... 28
Additional Services:............................................................................................... 28
Thank You for Your Participation!..................................................................................... 29

Page 3 of 29


Chapter Two
Learning Objectives

Teller Learning Objectives:

 You will be able to identify and apply the BASICS of selling.

 You will be able to identify customer cues and apply basic questioning skills to
improve sales performance.

 You will understand the importance of Relationship Building in sales

 You will understand and apply the SMART Goals Model of goal setting

 You will understand how supervisors and managers use coaching to improve
your performance:
o Quick Coaching
o Results Coaching
o Observation Coaching

 You will be able to understand the features and benefits of Monroe Bank’s
products and services, such as:
o Checking Accounts
o Savings Accounts
o Money Market Accounts
o Overdraft Courtesy & Reg E
o Certificates of Deposits (CD’s)
o PrimeTime Banking
o Team Green Banking
o On Line Banking
o e-statements

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Chapter Two
Key Terminology
Key terminology

BASICS Sales Interaction Model: A sales tool that helps one focus on important,
essential selling fundamentals:
Begin with a greeting and establish rapport
Assess and Explore customer’s needs
Suggest products to fit needs
Initiate and obtain agreement by asking for the business
Continue the sales process to determine next step
Say Thank You and show appreciation

Cues: There are three basic cues given by customers that convey information: Written,
Verbal and Behavioral.

Open Questions: Questions that elicit free flowing information from the customer.

Closed Questions: Questions that elicit precise, direct and concise information from the
customer.

Coaching: A positive educational process that provides constructive feedback that both
informs and redirects employee performance in areas of weakness. Coaching objectives
should be clear, specific and measurable with a balanced approach that includes
employee strengths and weaknesses.

Results Coaching: One-on-one coaching session focused on enhancing sales skills and
discussion of sales performance for the previous month.

Observation Coaching: Manager observes a customer interaction and meets with the
team member to discuss what went well and what may need improvement.

Quick Coaching: Manager meets with a team member briefly (usually 1-3 minutes) to
discuss sales interaction observations.

Sales Meeting: Expanded meetings one time per month to recap the previous month’s
sales results, discuss sales strategies and share success stories.

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Clinic: A team discussion regarding a specific sales activity. A clinic might involve
writing a script for outbound sales calls or how to handle an objection that is often
presented by customers.

Round: A concept borrowed from the medical field, each team member is prepared to
discuss a couple of customer situations with the group. Rounds stimulate conversation
and create involvement, with each person participating in the Round learning something
from the customer situations discussed.

Daily Huddle: Daily 3-5 minute meetings to create enthusiasm with a focus on sales
goals and sales activities for the day.

SMART Goals: Specific, Measurable, Attainable, Realistic, Timely.

Point of Sale (POS) Limit: The Monroe Bank CheckCard daily amount of purchasing
power ($2500) that is tied to a customer's account.

Minimum Balance: The lowest balance required to maintain a checking, savings or
money market account without incurring a monthly fee.

Foreign ATM: Any Automated Teller Machine (ATM) that is not the owned and
operated by Monroe Bank:

Overdraft Protection: Free overdraft protection, typically funded from a savings
account, that is linked to another Monroe Bank checking account to cover overdrafts.

Overdraft Courtesy: A fee-based line of credit, usually set at $500, that prevents
returned items due to non-sufficient funds. The fee is $29 per NSF item.

Federal Funds Index: The interest rate that banks charge each other for the use of
Federal funds. It changes daily and is a sensitive indicator of general interest rate trends.

Wall Street Journal Prime Rate: The Wall Street Journal Prime Rate (WSJ Prime Rate) is
defined by The Wall Street Journal (WSJ) as “The base rate on corporate loans posted by
at least 75% of the nation's 30 largest banks.”

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Sales Skill and Knowledge
Chapter One introduced the Sales role of the Professional Teller, now we will further
explore specific Sales skills. Recall that selling a product or service should not take the
approach of “pushing” them on customers. This is
especially true when the Teller is lacking
knowledge of customer’s needs.

Selling is all about Relationship Building, being
perceptive to the customer’s needs during
conversations and meeting those needs. Needs are
best served by helping the customer match a Bank
product or service that is a “best fit” given the need.
Today, our discussion will center around a few core
areas:
1. When do people want to become our
customer?
2. What are the BASICS of selling?
3. What are customer cues?
4. How are customer cues identified?
5. How can I build and improve my Sales ability?

When do people want to become our customer?

 Make people feel important! When  When we actively demonstrate a
we demonstrate that, we value and willingness to help the customer
care about their situations, people match the best product or service
will be more inclined to do business that will most benefit their specific
with Monroe Bank. needs.
 When we demonstrate empathy  They feel our products and services
combined with friendliness, the are competitive with other banking
customer will sense our sincerity. institutions, exhibit value and offer
 When they feel that they will receive exceptional service
accurate product and service
information from knowledgeable,
dependable Bank employees.

First, we will start with the BASICS of selling
detailed on the next page.

Page 7 of 29


Sales: Begin with the Basics

Say
Thank
You

Teller Action Customer Perception & Outcome
Begin with eye contact, a smile and a Forms a positive image of the Bank and begins to build a
B= sincere greeting. Use the customer’s relationship. Recall that selling is about Relationship
name if known. Offer to help. Building, not pushing products or services on customers.
Assess and explore customer’s needs By identifying cues that truly meet a customer need, we will
A= by looking for written, verbal and be perceived as showing respect and not just pushing
behavioral Cues (See page 9). products or services that do not benefit the customer.
Suggest products that meet the
Customer gains confidence from our ability to discuss
needs and explain the benefits. Ask
S= customer if the product would
products that meet direct needs. Relationship Building is
advanced as the benefits are tied to their lives in real terms.
benefit them to confirm an interest.
Customer senses our sincere interest in obtaining their
Initiate and obtain agreement by
I= asking for their business.
business and they feel valued as a result, not just another
account number for the Bank’s books!
Continue the sales process by
By accepting the next step to speak with a Personal Banker
determining the next step to speak
C= with a Personal Banker or make a
or by accepting a referral, the customer will feel committed
to the decision.
referral to the appropriate area.
Customer feels valued and that the Bank appreciates their
Say Thank You and show
business. Follow-up with the customer’s decision during
S= appreciation, thanking the customer
their next visit to the bank and request feedback about the
by name.
experience. Show a sincere interest in his or her feedback.

Page 8 of 29


Detecting Customer Cues

Written Cues

Verbal Cues

Behavioral Cues

Written Cues:
Customer Cue Examples Sales Opportunity
Consistently high balances in checking accounts Possible referral to Wealth Management
Possible need for a college loan or new
Young Savers Account close to maturity age of 18
checking account

Auto Loan that are close to payoff date Possible need for new auto loan

Verbal Cues:
“We just moved to Town recently” Possible new home loan referral
“My daughter is graduating from high school” Possible loan for college
“I’m so busy, I can’t make it to the bank” Possible need for on-line Banking
“I’m so upset about the stock market” Possible Wealth Management referral
“My new business has really taken off.” Possible business loan referral

Behavioral Cues:
Possible need for on-line banking with free
Cashing checks to pay bills each month
bill payment service
Cashing payroll checks each week Possible Need for checking account
Looking at rate sheet Certificate of Deposit or investment needs

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Connecting Customer Cues with Questions

Closed Open
Questions Questions
Elicits short, Elicits free flowing
specific, direct information and
answers answers

Do You? Where? Why? How? Tell
Will You? Who? me about?
Would You? Describe for me?

Closed Question Examples:
 “I have noticed that you cash your payroll checks here each Friday (Behavioral Cue),
do you currently have a checking account with us?”
 “It sounds like your new business is doing really well (Verbal Cue), would you be
interested in learning more about our business loans?”
 “I have noticed that you cash checks each month to pay your bills (Behavioral Cue),
would you like to learn more about on-line banking and its free bill payment service?
 “Your company is one of our Team Green members (Written Cue), would you like to
learn more about how to have a free NOW Checking account?”

Open Question Examples:
 “You mentioned that you are new to town (Verbal Cue), how is your home search
going?”
 “You mentioned your other bank (Verbal Cue), to better recommend an account for
you, tell me a little more about your past accounts and what you liked about them?”
 “It sounds like you really liked your last bank’s on-line service (Verbal Cue), tell me
about your favorite features?”
 “Thank you for coming in today to check out our banking services (Behavioral Cue),
why did you choose to visit our bank?”

Page 10 of 29


Improving Sales Performance
To make gains toward Sales related goals, we can use the SMART Goals Model that we
studied from Chapter One. Let’s apply a real world example to the SMART Goals Model.

SMART Goals
S = Specific
M = Measurable
A = Attainable
R = Realistic
Got Goals? T = Timely Get SMART!

Real World Scenario: Sales Area of Weakness

Tina Teller is very good at greeting customers and shows sincerity; however, she is
uncomfortable with acting on customer cues by asking financial or banking questions
that would help her sales performance. How can Tina Teller use the SMART Goals
Model to help?

Tina Teller’s Goals
I want to become more confident in asking customers questions about their
S financial and banking needs to help improve my sales performance.
For one week, each day, I will practice and role-play 3 customer interactions
M that involve asking financial and banking questions.

A Attainable given the daily practice goal for reaching one goal

R Practical and realistic given the one week time frame to achieve one goal
In one week, my confidence will strengthen and I will be able to ask customers
T questions to improve sales performance.

In addition to SMART Goals, Tellers will participate in many forms of coaching and
learning activities designed to help each team member achieve goals and improve
performance.

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Coaching and Learning Activities
The term “Coaching” describes a positive educational process that provides constructive
feedback to improve performance. Managers and supervisors should provide coaching
feedback that contains positive information about performance as well as possible areas
of weakness that may need improvement.

Tellers should view coaching as a practical learning tool to grow with the bank and
reinforce various skill sets. Overtime, the benefits of coaching open a path to success.

Types of Coaching & Learning Activities

• One-on-one • One-on-one • One-on-one
• Focus on past results • Ususally 1 or 3 • Observation of
• Discussion of sales minutes in length customer interaction
performance for the • Provides feedback on • Provide feedback on
previous month observed interactions details of interaction

Results Quick Observation
Coaching Coaching Coaching

• Team Discussion • Daily morning Team
• Specific sales activity is Meeting
targeted • 5 minutes of focused
• Focus on a specific attention on activities
goal or sales skill • Creates enthusiasm

Clinic Daily Huddle

• Monthly meeting • Team Discussion
• Discussion of previous • Share customer
month's sales results situations with group
• Discuss succesful • Encourages
strategies conversation

Sales Round
Meeting

Page 12 of 29


Rewards Mania Gift Card
A program, controlled by the Marketing Department, designed for friends to refer
other friends to Monroe Bank and open a new checking account. For a detailed
look at how the process works, refer to the flow chart on the next page.

Back of Gift Card

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Rewards Mania Flow Chart
The Marketing Department of Monroe Bank controls the Rewards Mania / Friendly
Rewards program. Throughout the year, Marketing will prepare different offerings with
varied gifts. Banking Center supervisors and managers will update and educate Tellers,
typically, during morning Daily Huddle meetings.

Start Here
Customer Gives Gift Card to Friend Friend Opens Account
Completes Gift Card

Friend Gives Gift Card to Validated Gift Card
Friend Given Gift
Personal Banker Mailed to Customer

End Here
Validated Gift Card is
Presented to Personal Customer Given Gift Redeemed Gift
Banker Cards Sent to
Marketing

Page 14 of 29


Personal Checking Products
Common Core Features
At Monroe Bank, we are committed to providing optimal banking products and services
that best serve the individual consumer’s specific needs and life events. Below are the
core features that all of Monroe Bank’s checking accounts share.

Essential
Checking

Student Advantage
Free Visa CheckCard
Checking Checking
Unlimited Check Writing
Free Overdraft Protection
Free On-Line Banking
Free Bill Payment
Free e-statements
Free 24 Telephone Banking
Success NOW
Checking Checking

PrimeTime
Gold &
Platinum

Page 15 of 29


Personal Checking Plan Details
Features & Benefits
Product
Knowledge
Student Checking

Student Checking Features & Benefits
Feature Benefit to Customer
Great for college students seeking
For college students
economic alternatives to higher fees
No minimum balance requirement Less stress, worry free
No monthly maintenance fee Economic and budget friendly
Low $50 initial deposit to open account Easy to get account opened
ATM Limit: $510 daily withdrawal limit Easy access to cash 24/7 worldwide
Purchasing Limit: $5000 daily check card limit POS with purchasing power
User friendly Visa CheckCard accepted
Free Visa CheckCard worldwide

Features
Essential Checking &
Benefits
Essential Checking Features & Benefits
No monthly service charge with $500 minimum daily Great for entry level customers seeking
balance economic alternatives to higher fees
Tiered monthly service charge based on daily $1.95 $3.95 $5.95
minimum balance $499.99-$200 $199.99-$100 Less than
$100
Low $50 initial deposit to open account Easy to get account opened
Free Visa CheckCard worldwide

Page 16 of 29


Advantage Checking

Advantage Checking Features & Benefits
Free Visa CheckCard
worldwide
Exclusive discounts on grocery, shopping, dining,
travel & recreation – Over 260,000 local & national Offsets monthly service fee of $6.95
places to save
Debit Card Cash Bonus of 2% (per quarter)– Up to
Offsets monthly service fee of $6.95
$100 per year
Low $50 initial deposit to open account Easy to get account started
Economic and budget friendly, saves on
Complimentary standard checks
annual check costs
Emergency Roadside Travel Assistance benefits

NOW (Negotiable Order of Withdrawal) Account

NOW Account Features & Benefits
An interest bearing account Allows customers to earn interest
$8.00 monthly service charge if balance falls below Allows customer control over the low
the low minimum balance of $700 monthly fee of $8.00
Low $50 initial deposit to open account Easy initial deposit to get started
Free Visa CheckCard with $5000 daily POS POS with purchasing power

Page 17 of 29


Personal Checking Plan Details

Success Checking

Success Checking Features & Benefits
A higher interest rate checking account for customers
Pays higher interest rate (variable rate)
that maintain account balances above $5,000
Allows control over service charge and
$15 monthly service charge if balance falls below $5,000
provide relative low fee if cash is needed
$50 minimum deposit to open account Low cost of initial opening
Unlimited foreign ATM transactions with no MB fee More freedom to choose ATM locations
Free unlimited basic checks, or $12 credit towards other
Saves on annual check order costs
check style
Up to $510 ATM daily withdrawal limit Easy access to cash at ATM
Up to $5000 Point of Sale (POS) limit per day POS with purchasing power
No fee for Cashier’s Checks Free special service, very convenient
No fee for American Express Travelers Cheques for One Free special service, very convenient
Safe and easy access to important items
Free 3”x5” Safe Deposit Box for one year
where you do your banking

My Visa CheckCard Facts:
 24/7 Cash Access
 Accepted millions of
locations worldwide
 Easy to cancel if lost or
stolen

Page 18 of 29


Overdraft Courtesy and Overdraft Protection

Customers often have the need and desire for overdraft services. An overdraft occurs
when the customer does not have sufficient funds in his or her account to cover a
payment (ATM withdrawal, written check, ACH, debit card purchase). Overdraft
Courtesy refers to Monroe Bank’s standard overdraft practices and is a discretionary
service available to qualified customers.

Key Features & Benefits

Overdraft Courtesy Overdraft Protection
Features Benefits Features Benefits

$500 Overdraft Limit Overdraft service linked to
Avoids returned items to Customer’s own account is
(Bank’s money) to a customer’s secondary
merchant used to cover overdrafts
qualified customers account

Linked to other checking,
Avoids additional merchant Flexible options to manage
$35 fee per item savings or money market
fees overdrafts & fees
accounts
Cover’s overdrafts up to Avoids the embarrassment of a
No $35 overdraft fee Minimizes fee expense
$500 (includes fees) returned item
Secondary accounts are not
Linked to account’s Extra $500 of funds available in Not linked to primary
negatively impacted in the
Available Balance the event of an overdraft account’s Available Balance
event of a lost or stolen card
Regulation E (Reg E) Options & Overdraft Courtesy
Covers ATM & everyday debit
card transactions
Reg E Opt-In $35 Fee per item
Ensures that no overdraft fee
Requires Overdraft Courtesy Must have Overdraft
will be assessed in the event of
Courtesy for Overdraft
an overdraft (assuming
Declines ATM & everyday Protection to extend to
sufficient funds exist in the
debit card transactions overdraft items
funding account)
No Fee due to declined status
Reg E Opt-In Decline
Overdraft Courtesy only
applies to checks, ACH and
recurring payments
Regulation E (Reg E) Fast Glance
Regulation E (Reg E) is a rule prescribed by the Federal Reserve’s Electronic Fund Transfer Act. This act established the basic
rights, liabilities and responsibilities of consumers and financial institutions. Reg E provides that consumer customers to
expressly agree (Opt-In) before the bank can charge a fee for paying an ATM or everyday debit card transaction that will
result in an overdraft on the account.
Opt-In The customer gives the bank permission to extend Overdraft Courtesy and apply Standard Overdraft
practices to ATM and everyday debit card transactions
Opt-In Decline  The customer does not want Overdraft Courtesy to apply to ATM and everyday debit card
transactions

Page 19 of 29


Special Banking Programs
Prime Time Banking

An exclusive package of services specially designed for customers’ age 50 and older.
PrimeTime has a two-tier structure shown in the below table:

Minimum Combined Service
Tier Group Account Type
Balance Balance Charge
PrimeTime Gold Non-Interest 500.00 1000.00 10.00
PrimeTime Platinum Interest Bearing NOW 1000.00 2000.00 10.00

 Free Travelers Checks
 Free notary service
 Free Merchant Discount
Card
 Free basic PrimeTime
checks
 $10 discount on special
checks
 Planned group travel  No fee for Cashier’s Checks
 Financial & lifestyle seminars  Free investment portfolio
 Free PrimeLines Newsletter review
 Free long term healthcare  Free estate plan review
review

Page 20 of 29


Personal Savings Products

Savings Product Categories

Savings Money Market
Accounts Certificate of
Accounts Deposits
1st 10 Debits Free/$2.00
Reg D Applies thereafter

Quick Facts about Regulation D

Monitoring of
excessive
transactions

Compliance
with Reg D

6
preauthorized No limit on in
withdrawals person
per statement transactions
cycle

Page 21 of 29


Personal Savings Plans
Features & Benefits
Whether you are a first-time saver or looking for an account that provides maximum
earnings and liquidity, we have a savings account to meet your needs.

Statement Savings

Benefit to Customer: Our basic savings account that is a sensible, foundational option
for those new to saving! With Statement Savings, there is less stress and worry about
potential overdrafts when linked to your checking account as free Overdraft Protection.

o $1.00 monthly service charge if balance falls below $300
o Interest paid and compounded quarterly
o Easy-to-balance semi-annual statements (unless statement is combined with your
checking account)
o Free overdraft protection linked to your checking account
o Minimum balance and maintenance fees waived for customers under 18 years of
age
o Withdrawals in excess of two per month will be charged $.50 each

Christmas Club Savings

Benefit to Customer: A convenient way for customers to plan and save for holiday
expenses. A great Christmas gift budgeting tool and reduces financial stress when the
time comes to purchase presents!

o $5.00 minimum deposit required to open account
o No minimum balance requirements
o Interest paid and compounded quarterly
o Rather than sending a statement, customer can track balances in
personalized deposit-coupon book.
o Balance of the account is sent by mail in the form of a check on
the first business day of November
o Early withdrawals will be charged $3.00

Young Savers Account

Benefit to Customer: For those 18 and younger, an ideal account to begin to teach
about saving early in life. With only a $1.00 opening deposit required and no
maintenance fees, the Young Savers Account is a great saving teaching tool for parents,
children and grandparents alike.

Page 22 of 29


Personal Savings Plans
Features & Benefits
Money Market Savings

Benefit to Customer: A NOW account that pays a higher rate of interest and offers
limited debit transactions to those that can maintain a balances of $2,500.

o $50.00 minimum deposit required to open account
o $10 monthly service charge if balance falls below $2,500
o Interest paid and compounded monthly
o Limit of 10 debits per month: Any type of debit transaction
o Fee: $2.00 per debit over 10 transactions per statement cycle

Pinnacle Green Money Market Account

Benefit to Customer: A NOW account with no minimum
balance and no service fees, Pinnacle Green is a great option
for both small and large savers alike who may need access to
the funds for life events---All with no service fees!

o No minimum balance! No monthly maintenance fee!
o Only $50.00 to open the account
o Limit of 10 debits per month: Any type of debit transaction
o Fee: $2.00 per debit over 10 transactions per statement cycle
o Two Tier Rate System based on Federal Funds Index
1. 0 to 99,999.00: Federal Funds Index minus 1.75%
2. 100,000 or more: Federal Funds Index minus 1.25%

Page 23 of 29


Certificates of Deposit
Benefit to Customer: With so many options, the customer can tailor the term length in
many cases to fit specific financial needs or choose from a wide variety special rate and
length options.

o Terms ranging from 14 days to 10 years
o Low minimum deposit of $1,000
o Interest compounded quarterly
o Interest Payment Options: Capitalized, Check or Transfer
o Available to any individual, association, business or trust account

Example of Certificate of Deposit Rate Sheet

Certificates of Deposit
Minimum
Opening Interest
Deposit Rate APY*
14-179 Days $ 1,000.00 1.64% 1.65%
6-11 Month $ 1,000.00 1.89% 1.90% 
5 Month Special $ 1,000.00 2.97% 3.00% Regulaiton DD, a Federal
12-17 Month $ 1,000.00 2.14% 2.15% Law, requires that bank
13 Month Special $ 1,000.00 3.21% 3.25% employees quote the
18 Month No Penalty $ 1,000.00 1.99% 2.00% Annual Percentage Yield
18-29 Month $ 1,000.00 2.33% 2.35% (APY) when giving out
23 Month Special $ 1,000.00 3.70% 3.75% rate information
35 Month Special $ 1,000.00 3.94% 4.00% 
30-59 Month $ 1,000.00 2.58% 2.60%
60-83 Month $ 1,000.00 2.73% 2.75%
84-120 Month $ 1,000.00 2.97% 3.00%

Note: Rates Update Weekly

Page 24 of 29


Élan Consumer Credit Cards
Monroe Bank offers credit cards that are administered through Élan.
During the course of a Teller’s career, credit card the products will vary
and change. You will learn about Élan updates through team meetings.

Page 25 of 29


Élan Business Credit Cards

Like consumer credit cards, Monroe Bank offers business credit cards
that are administered through Élan. During the course of a Teller’s
career, business credit card products will vary and change.

Page 26 of 29


Additional Banking Services
Free On-Line Banking

Monroe Bank has on-line banking complete with free bill payment
service. Customers can check all of their account activity, view their
statements, transfer funds between accounts and set-up email alerts
for bills that are due or for low account balance alerts.

Free e-statements

Tellers will promote and sign up customers for e-statements. e-statements are an exact,
electronic version of the customer’s regular paper bank statement. Each month, an e-
mail alert is sent to the customer, which contains a secure link to the e-statement login
page.

The benefits of e-statements are very note worthy, including:
o Immediate access, can view away from home or office
o Sound security
o Environmentally friendly with less paper waste
o Can be saved to customer’s computer, less paper to store
o Cost effective for Monroe Bank
o Easy to sign-up through on-line banking

$1.30 per
paper
statement

.20 cents per
e-statement

Page 27 of 29


24-Hour Telephone Banking
With Monroe Bank, customers have direct access to routine account information
whenever they want. By using a touch-tone phone,
customers can verify deposits and items paid, make
transfers between accounts, or hear current interest
rates. Telephone Banking service also provides banking
ATM locations, as well as hours of operation.

Safe Deposit Boxes
A safe deposit box offers a place to protect valuables and important documents. Our
safe deposit boxes are available in a variety of sizes to fit many needs, ranging from
2”x5”x22” to 10”x10”x22”.

Wealth Management Group
Monroe Bank offers a full line of investment, trust and brokerage services, such as
financial planning, retirement planning, estate planning and private banking. For more
information, refer the customer to the Wealth Management Group at (812) 331-3425.

Loan Services
A wide range of loan programs are available at Monroe Bank to help our individual and
business customers. Competitive interest rates and loans are available for most any
purpose: mortgages, home improvement loans, auto loans, business loans, personal
loans and our Home Equity Line Plan (H.E.L.P.).

Additional Services:

o Bank by Mail o Wire Transfers
o Cashier’s Checks o Foreign Drafts
o American Express Traveler’s Cheques o Notary Services
o Night Depository Service o Signature Guarantees
o U.S. Savings Bonds

Special Note on Foreign Currency: Monroe Bank no longer
exchanges foreign currency. The customer must fill out a form (forms
provided at banking centers) and send all foreign currency to
American Express.

Page 28 of 29


Thank You for Your Participation!

Please Proceed to the Chapter 2 Review

Page 29 of 29

Chapter 2 Sales Final

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