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New Hire Training

     Bank of America
 Treasury Services Advisor
The Training Plan
Step 1   Learning objectives
                 Learning objectives must be precise
                 and measurable. Apply Blooms taxonomy.

Step 2   Rubrics
                   Rubrics gives perspective to the assessment.
                   Students know what’s expected of them and
                   instructors have a guide for grading.

Step 3   Assessment
                 Assessments should be guided by the
                 learning objectives. Decide what students should know. Plan
                 the lessons accordingly and assess accordingly.

Step 4   Course Evaluation
                 The course evaluation should assess the students’ experience
                 and feedback on the training program or course.
Tools and Resources for Training and
             Assessment

 SharePoint Site
 Video Conferencing
 Teleconferencing
 Instant Messaging
 Survey Monkey
Assessments and
    Rubrics
Week One Assessment and Rubric
Criteria 1          Demonstrate the correct techniques for assessing clients’ servicing          Grades
                    preferences at least 80% of the time.
Does not Meet       Incorrectly assess clients’ servicing preferences.                           0 - 1
Expectation
Minimal             Incorrectly assess clients’ servicing preferences or correctly assess but    2 - 3
Expectation         does not apply this knowledge in providing service to the client.
(Progressing)
Meets Expectation   Correctly assess clients’ preferences and deliver service accordingly        4

Exceeds             Correctly assess clients’ preferences and apply these principles. Apply      5
Expectation         more complex tactics to exceed the clients’ expectation.
Criteria 2          As outlined in the lesson; apply effective communication techniques at       Grades
                    least 80% of the time while responding the clients’ requests
Does not Meet        Does not apply effective communication techniques                           0 - 1
Expectation
Minimal             Scarcely apply effective communication skills; Minimally apply               2 - 3
Expectation         techniques learnt in servicing clients’ requests
(Progressing)
Meets Expectation   Use effective communication techniques 80% of the time                       4
Exceeds             Use effective communication techniques as appropriate more than 80% of       5
Expectation         the time
Criteria 3          Demonstrate proper note taking techniques at least 80% of the time           Grades
                    while servicing client’s requests
Does not Meet       Does not demonstrate proper note taking techniques during call;              0 - 1
Expectation         Demonstrate proper note taking techniques less than half the time
Minimal             Demonstrates proper note taking skills some times; Demonstrate limited       2 - 3
Expectation         skills in note-taking; does not apply all skills as appropriate; does not
(Progressing)       capture information accurately most times
Meets Expectation   Demonstrate effective note taking skills at least 80% of the time; apply     4
                    skills as appropriate; capture accurate notes
Exceeds             Demonstrate proper note taking skills as appropriate 100% of the time        5
Expectation
Criteria 4          Applying techniques discussed in class; professionally and courteously       Grades
                    defuse situations with upset or irate clients at least 80% of the time.
Does not Meet       Does not apply techniques to defuse upset or irate client situations;        0 - 1
Expectation         scarcely apply correct techniques as appropriate
Minimal             Apply defusing techniques as appropriate on an average; limited efforts in   2 - 3
Expectation         applying the necessary techniques
(Progressing)
Meets Expectation   Successfully apply defusing techniques and controlled call                   4
Exceeds             Successfully apply defusing techniques as appropriate and controlled call    5
Expectation         with maximum results
Criteria 5          Use delightful language at least 80% of the time while servicing             Grades
                    clients’ requests.
Does not Meet       Does not use delightful language during calls; extremely limited use of      0 - 1
Expectation         delightful language where appropriate
Minimal             Average use of delightful language in servicing calls; awkwardly use         2 - 3
Expectation         delightful language.
(Progressing)
Meets Expectation   Appropriately uses delightful language throughout the call; Use delightful   4
                    language 80% of the time where required or as appropriate
Exceeds             Uses delightful language more than 100% of time as appropriate or as         5
Expectation         required
Week Two Assessment and Rubric
Criteria 1          Explain the term ACH with at least 90% accuracy                                 Grades
Does not Meet       Does not respond; vague or unrelated definition of term                         0 -1
Expectation
Minimal             Partly explain the term based on the standards discussed during the lesson;     2-3
Expectation         vague explanation
(Progressing)
Meets Expectation   Correct explain the term ACH                                                    4
Exceeds             Accurately explain the term ACH, include examples or references                 5
Expectation
Criteria 2          List at least five rules that governs ACH processing                            Grades
Does not Meet       Does not list; lists less than three rules                                      0 - 2
Expectation
Minimal             Lists three rules                                                               3
Expectation
(Progressing)
Meets Expectation   Lists four rules                                                                4

Exceeds             Lists five rules or more                                                        5
Expectation
Criteria 3          Define 5 different ACH transaction types                                        Grades
Does not Meet       No attempt made; lists but does not define; define less than three              0 -2
Expectation         transaction types; vague definitions
Minimal             Accurately defines three ACH transaction types; list all but defines at least   3
Expectation         three; define five ACH types but not with desired accuracy.
(Progressing)
Meets Expectation   Accurately defines at least four ACH transaction types                          4

Exceeds             Accurately defines five ACH transaction types; include examples                 5
Expectation
Criteria 4          Using the appropriate systems locate selected ACH transactions using            Grades
                    the amt and account numbers
Does not Meet       Locates 50% of ACH transactions as instructed within the required time          0 - 2
Expectation         frame
Minimal             Locates 60-70% of ACH transactions as instructed within the required time       3
Expectation         frame
(Progressing)
Meets Expectation   Locates 80% ACH transactions as instructed within required time frame           4
Exceeds             Locates greater than 80% of ACH transactions within given time.                 5
Expectation

Criteria 5          In less than five minutes, locate an addendum for an ACH transaction            Grades
                    using the appropriate systems.
Does not Meet       Does note locate; Locate addendum in 10 – 15 minutes                            0 - 2
Expectation
Minimal             Locate addendum in 6 – 10 minutes                                               3
Expectation
(Progressing)
Meets Expectation   Locate addendum in 5 minutes                                                    4
Exceeds             Locates addendum in less than 5 minutes                                         5
Expectation
Customer Service Skills Assessment
This Assessment evaluates the extent to which each student/employee demonstrates the
five primary skills integral to excellent customer service.

Students should be able to:
Assess clients' servicing preferences and act accordingly
Use effective communication techniques
Demonstrating proper note-taking skills
Demonstrate Defusing Techniques-defuse irate client situations
Use Delightful Language

Each student will be monitored and assessed within a real-life or simulated environment.

Number of calls monitored - 10

For each of the 10 calls students will be rated on all 5 criteria. Students may earn a
maximum of 5 points for each criterion on each call.

Total scores will be tallied by criteria were students may earn a maximum of 50 points per
criteria overall (5*10)

Minimum score to meet requirements for each criteria is 40


1. Demonstrated the correct techniques for assessing clients’ servicing preferences
   0                              2                               4
   1                              3                               5

2. As outlined in the lesson; applied effective communication techniques.
   0                              2                               4
   1                              3                               5


3. Student demonstrated proper note-taking techniques.
   0                              2                               4
   1                              3                               5


4. Student applied techniques discussed in class; professionally and courteously
defuse
situations with upset or irate clients
   0                              2                               4
   1                              3                               5

5. Used delightful language while servicing clients’ requests.
   0                              2                               4
   1                              3                               5
ACH Week Two Assessment
This assessment tests your knowledge of the ACH content covered so far in this course.
Please answer the first three questions
You have 15 minutes to answer the first three questions.
Once complete with the first three questions, indicate to the instructor. You will be given further
instructions that covers questions four and five.
Questions Four and Five:
Each student will be given instructions to locate transactions and addendum as indicated.
Each student will be assigned to a computer and a time set to complete these two questions.
The instructor will time each student and scores recorded.


1. Explain the term ACH. You may use examples and/or references to
strengthen your answer.
Possible score (0 - 5 points)




2. List at least five rules that govern ACH processing
Possible score (0 - 5 points)




3. Define 5 different ACH transaction types
Possible score (0 - 5 points)




4. Using the appropriate systems locate selected ACH transactions using the
amt,
date and account numbers.(Transaction details provided by instructor)
Possible score (0 - 5 points)



5. In less than five minutes, locate an addendum for an ACH transaction using
the
appropriate systems. (Transaction details provided by instructor)
Possible score (0 - 5 points)
New Hire Training Program Survey
This survey is designed to gather feedback regarding your training experience. Please answer all
questions to help us analyze the benefits of this training and for planning future training initiatives.
1. The material covered in the training was relevant to my job

     Yes

     No
2. The material was presented in an interesting way

     Yes

     No

     Partially
3. The instructor was knowledgeable about the subject matter

     Yes

     No

4. The tools and resources helped you learn

     Yes

    No
5. Considering the objectives outlined at the start of the program;
based on your experience in this program were these objectives met?

     Less than 60% of the objectives were met

     60% - 80% of the objectives were met

     80% - 99% of the objectives were met

      100% of the objectives were met
6. I will be able to apply much of the material to my job

     Strong Disagree

     Agree

     Neutral

     Disagree

    Strongly Disagree
7. How often do you see yourself using this application on the job?

     Once per week

     2-3 times per work week

     4-7 times per work week

      Greater than 7 times per work week
8. I feel that the training will help me do my job better

     Yes

     No

     Not sure
9. How could the training be improved?

10. What topics would you request more information on, if any? State None if you are comfortable

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New hire training power point

  • 1. New Hire Training Bank of America Treasury Services Advisor
  • 2.
  • 3.
  • 4. The Training Plan Step 1 Learning objectives Learning objectives must be precise and measurable. Apply Blooms taxonomy. Step 2 Rubrics Rubrics gives perspective to the assessment. Students know what’s expected of them and instructors have a guide for grading. Step 3 Assessment Assessments should be guided by the learning objectives. Decide what students should know. Plan the lessons accordingly and assess accordingly. Step 4 Course Evaluation The course evaluation should assess the students’ experience and feedback on the training program or course.
  • 5. Tools and Resources for Training and Assessment  SharePoint Site  Video Conferencing  Teleconferencing  Instant Messaging  Survey Monkey
  • 6. Assessments and Rubrics
  • 7. Week One Assessment and Rubric Criteria 1 Demonstrate the correct techniques for assessing clients’ servicing Grades preferences at least 80% of the time. Does not Meet Incorrectly assess clients’ servicing preferences. 0 - 1 Expectation Minimal Incorrectly assess clients’ servicing preferences or correctly assess but 2 - 3 Expectation does not apply this knowledge in providing service to the client. (Progressing) Meets Expectation Correctly assess clients’ preferences and deliver service accordingly 4 Exceeds Correctly assess clients’ preferences and apply these principles. Apply 5 Expectation more complex tactics to exceed the clients’ expectation. Criteria 2 As outlined in the lesson; apply effective communication techniques at Grades least 80% of the time while responding the clients’ requests Does not Meet Does not apply effective communication techniques 0 - 1 Expectation Minimal Scarcely apply effective communication skills; Minimally apply 2 - 3 Expectation techniques learnt in servicing clients’ requests (Progressing) Meets Expectation Use effective communication techniques 80% of the time 4 Exceeds Use effective communication techniques as appropriate more than 80% of 5 Expectation the time Criteria 3 Demonstrate proper note taking techniques at least 80% of the time Grades while servicing client’s requests Does not Meet Does not demonstrate proper note taking techniques during call; 0 - 1 Expectation Demonstrate proper note taking techniques less than half the time Minimal Demonstrates proper note taking skills some times; Demonstrate limited 2 - 3 Expectation skills in note-taking; does not apply all skills as appropriate; does not (Progressing) capture information accurately most times Meets Expectation Demonstrate effective note taking skills at least 80% of the time; apply 4 skills as appropriate; capture accurate notes Exceeds Demonstrate proper note taking skills as appropriate 100% of the time 5 Expectation Criteria 4 Applying techniques discussed in class; professionally and courteously Grades defuse situations with upset or irate clients at least 80% of the time. Does not Meet Does not apply techniques to defuse upset or irate client situations; 0 - 1 Expectation scarcely apply correct techniques as appropriate Minimal Apply defusing techniques as appropriate on an average; limited efforts in 2 - 3 Expectation applying the necessary techniques (Progressing) Meets Expectation Successfully apply defusing techniques and controlled call 4 Exceeds Successfully apply defusing techniques as appropriate and controlled call 5 Expectation with maximum results Criteria 5 Use delightful language at least 80% of the time while servicing Grades clients’ requests. Does not Meet Does not use delightful language during calls; extremely limited use of 0 - 1 Expectation delightful language where appropriate Minimal Average use of delightful language in servicing calls; awkwardly use 2 - 3 Expectation delightful language. (Progressing) Meets Expectation Appropriately uses delightful language throughout the call; Use delightful 4 language 80% of the time where required or as appropriate Exceeds Uses delightful language more than 100% of time as appropriate or as 5 Expectation required
  • 8. Week Two Assessment and Rubric Criteria 1 Explain the term ACH with at least 90% accuracy Grades Does not Meet Does not respond; vague or unrelated definition of term 0 -1 Expectation Minimal Partly explain the term based on the standards discussed during the lesson; 2-3 Expectation vague explanation (Progressing) Meets Expectation Correct explain the term ACH 4 Exceeds Accurately explain the term ACH, include examples or references 5 Expectation Criteria 2 List at least five rules that governs ACH processing Grades Does not Meet Does not list; lists less than three rules 0 - 2 Expectation Minimal Lists three rules 3 Expectation (Progressing) Meets Expectation Lists four rules 4 Exceeds Lists five rules or more 5 Expectation Criteria 3 Define 5 different ACH transaction types Grades Does not Meet No attempt made; lists but does not define; define less than three 0 -2 Expectation transaction types; vague definitions Minimal Accurately defines three ACH transaction types; list all but defines at least 3 Expectation three; define five ACH types but not with desired accuracy. (Progressing) Meets Expectation Accurately defines at least four ACH transaction types 4 Exceeds Accurately defines five ACH transaction types; include examples 5 Expectation Criteria 4 Using the appropriate systems locate selected ACH transactions using Grades the amt and account numbers Does not Meet Locates 50% of ACH transactions as instructed within the required time 0 - 2 Expectation frame Minimal Locates 60-70% of ACH transactions as instructed within the required time 3 Expectation frame (Progressing) Meets Expectation Locates 80% ACH transactions as instructed within required time frame 4 Exceeds Locates greater than 80% of ACH transactions within given time. 5 Expectation Criteria 5 In less than five minutes, locate an addendum for an ACH transaction Grades using the appropriate systems. Does not Meet Does note locate; Locate addendum in 10 – 15 minutes 0 - 2 Expectation Minimal Locate addendum in 6 – 10 minutes 3 Expectation (Progressing) Meets Expectation Locate addendum in 5 minutes 4 Exceeds Locates addendum in less than 5 minutes 5 Expectation
  • 9. Customer Service Skills Assessment This Assessment evaluates the extent to which each student/employee demonstrates the five primary skills integral to excellent customer service. Students should be able to: Assess clients' servicing preferences and act accordingly Use effective communication techniques Demonstrating proper note-taking skills Demonstrate Defusing Techniques-defuse irate client situations Use Delightful Language Each student will be monitored and assessed within a real-life or simulated environment. Number of calls monitored - 10 For each of the 10 calls students will be rated on all 5 criteria. Students may earn a maximum of 5 points for each criterion on each call. Total scores will be tallied by criteria were students may earn a maximum of 50 points per criteria overall (5*10) Minimum score to meet requirements for each criteria is 40 1. Demonstrated the correct techniques for assessing clients’ servicing preferences 0 2 4 1 3 5 2. As outlined in the lesson; applied effective communication techniques. 0 2 4 1 3 5 3. Student demonstrated proper note-taking techniques. 0 2 4 1 3 5 4. Student applied techniques discussed in class; professionally and courteously defuse situations with upset or irate clients 0 2 4 1 3 5 5. Used delightful language while servicing clients’ requests. 0 2 4 1 3 5
  • 10. ACH Week Two Assessment This assessment tests your knowledge of the ACH content covered so far in this course. Please answer the first three questions You have 15 minutes to answer the first three questions. Once complete with the first three questions, indicate to the instructor. You will be given further instructions that covers questions four and five. Questions Four and Five: Each student will be given instructions to locate transactions and addendum as indicated. Each student will be assigned to a computer and a time set to complete these two questions. The instructor will time each student and scores recorded. 1. Explain the term ACH. You may use examples and/or references to strengthen your answer. Possible score (0 - 5 points) 2. List at least five rules that govern ACH processing Possible score (0 - 5 points) 3. Define 5 different ACH transaction types Possible score (0 - 5 points) 4. Using the appropriate systems locate selected ACH transactions using the amt, date and account numbers.(Transaction details provided by instructor) Possible score (0 - 5 points) 5. In less than five minutes, locate an addendum for an ACH transaction using the appropriate systems. (Transaction details provided by instructor) Possible score (0 - 5 points)
  • 11. New Hire Training Program Survey This survey is designed to gather feedback regarding your training experience. Please answer all questions to help us analyze the benefits of this training and for planning future training initiatives. 1. The material covered in the training was relevant to my job Yes No 2. The material was presented in an interesting way Yes No Partially 3. The instructor was knowledgeable about the subject matter Yes No 4. The tools and resources helped you learn Yes No 5. Considering the objectives outlined at the start of the program; based on your experience in this program were these objectives met? Less than 60% of the objectives were met 60% - 80% of the objectives were met 80% - 99% of the objectives were met 100% of the objectives were met 6. I will be able to apply much of the material to my job Strong Disagree Agree Neutral Disagree Strongly Disagree 7. How often do you see yourself using this application on the job? Once per week 2-3 times per work week 4-7 times per work week Greater than 7 times per work week 8. I feel that the training will help me do my job better Yes No Not sure 9. How could the training be improved? 10. What topics would you request more information on, if any? State None if you are comfortable

Editor's Notes

  1. Bank of America has six Commercial Business contact centers across the country that services its business and global customers. I have always toyed with the idea, that it would be a strategic business move if Bank of America decided to take a global approach to training its employees. I therefore decided to develop a distance learning New Hire Training plan. Of-course for purpose of the class and presentation the focus is on assessment and evaluation.
  2. Now who wants to do this all the time? My guess is no one. Set in training sessions for a full 8 hrs, with shorts breaks and an hr lunch?
  3. Now this is my dream for Corporate Training. Will I be the trainer that gets to stay on to facilitate they distance education class when BOA adopts it?…hmmm…maybe not..but that’s a different discussion for a different presentation. Now isn't this more convenient? Imagine Training for your new job…from the comfort of your own home
  4. There are some hands on exercises necessary when training a Treasury Services Advisor – video conferencing is important in this aspect. One of my major challenges while developing the assessments for this group was to ensure that I applied the most suitable tools and resources that would make the assessment most effective. Video conferencing is most important so we can engage in virtual group sessions and when observing advisor actions are necessary.