Citizens First Bank Training Course Catalog

Training Course Catalog

Bank History

In 1991, Harold Schwartz and his son Gary Morse founded First Bank of The Villages. In 1998, the bank was renamed as Citizens First Bank. Harold states “The bank was created specifically to fill the needs of our community and to conscientiously and joyously serve our Villages residents in every possible way.” Citizens First Bank made it easy to bring the mission and vision to life. The Villages have strategically placed Morse family members in various areas where they excel.

Lindsey M Blaise has served as our President and CEO since 2019. Lindsey brings the values and heart to the Bank. She is a handson leader with a great deal of compassion combined with intellect that keeps the Bank successful.

Citizens First Bank has 15 branches throughout The Villages, Leesburg, Fruitland Park, Belleview and Ocala. We are committed to providing our customers and communities with extraordinary service, convenient locations, beneficial technology and most importantly, lifelong relationships.

Our team of over 400 dedicated employees serve in local branches, behind the scenes at the Operations Center, providing residential and commercial loans. Citizens

First Wealth Advisors offers wealth and investment management services.

Interactions with

customers will be what they remember most about their experience with the bank. We are all charged with building a retirement communtiy where people’s dreams come true.

We are guided by our core values: hospitality, stewardship, innovation and creativity and hard work. We are good stewards of our community and strive to support our community including homebuilding partnerships with Habitat for Humanity, scholarship donations to the Buffalo Scholarship Foundation and participation in local events.

Bank History

In 1991, Harold Schwartz and his son Gary Morse founded First Bank of The Villages. In 1998, the bank was renamed as Citizens First Bank. Harold states “The bank was created specifically to fill the needs of our community and to conscientiously and joyously serve our Villages residents in every possible way.” Citizens First Bank made it easy to bring the mission and vision to life.

The Villages have strategically placed Morse family members in various areas where they excel. Lindsey M Blaise has served as our President and CEO since 2019. Lindsey brings the values and heart to the Bank. She is a hands-on leader with a great deal of compassion combined with intellect that keeps the Bank successful.

Citizens First Bank has 15 branches throughout The Villages, Leesburg, Fruitland Park, Belleview and Ocala. We are committed to providing our customers and communities with extraordinary service, convenient locations, beneficial technology and most importantly, lifelong relationships. Our team of over 400 dedicated employees serve in local branches, behind the scenes at the Operations Center, providing residential and commercial loans. Citizens First Wealth Advisors offers wealth and investment management services.

Interactions with customers will be what they remember most about their experience with the bank. We are all charged with building a retirement communtiy where people’s dreams come true. We are guided by our core values: hospitality, stewardship, innovation and creativity and hard work. We are good stewards of our community and strive to support our community including homebuilding partnerships with Habitat for Humanity, scholarship donations to the Buffalo Scholarship Foundation and participation in local events.

Meet the Training Team

Patricia Miller joined the Citizens First Bank team in 2002 as branch manager for Mulberry. Within months, she was moved into the role of branch administrator. Patti brings a wealth of banking knowledge to the training team. Patti lives with her husband and two sweet dogs and enjoys spending time with her daughter and son who are currently in college.

Shelley Mallory is the Training Manager. She joined the Citizens First Bank team in 2013 as a part time teller at Brownwood but spent most of her branch experience at Colony Plaza. Shelley is very knowledgeable about the operations aspect of banking and the procedures of the bank from her time in Account Review and Branch Operations. Shelley enjoys running and baking cupcakes.

Molly Harvey joined the Citizens First Bank team in 2018 as a Customer Service Representative at the Lake Deaton Branch. She is trained as a teller and has a NMLS license. Molly has worked in a variety of roles outside the bank as a teacher and trainer. She lives with her cat and eats chips and salsa.

A new employee will receive an individual learning journey respective to their role. Each of the core role courses offer in-class sessions with hands on training, interactive games and break out topics to round out the course. On days when a new employee is not in class at the Operations Center, the employee will be working under the supervision with a seasoned Teller or Personal Banker. New employees will also get a day to shadow our Customer Contact Center, a Lobby Host and various departments in the Operations Center. New employees should get a minimum of 4 full days assisting real customers along side their mentor trainer.

We anticipate new tellers and new personal bankers to be able to work independently with limited supervision after finishing our current program.

Current employees who would like more information on a session, to sharpen their skills or to review Citizen First Bank’s processes are welcome to sign up for independent sessions. Please reach out to your manager to schedule a session with the Training Department.

General Sessions

Banking Basics

Banking Basics along with New Hire Orientation completes the first full day for new employees. This session will provide a new employee with the Plus 1 Standards of Service and the Bank’s Core Values. We will provide a brief overview of the history of banking, regulations and Everyone in the work environment is responsible for keeping the workplace safe in the event of fire, robbery, social engineered attacks or active aggressors. We will advise employees on how to respond to a safety concern and how to remain safe in a violent situation.

Horizon Navigation

Horizon XE is the core system used to build and access customer information for customer contact information, daily transactions and loan information. Learn basic tools, terminology and tips and tricks on how to use the system. System Operations will discuss security controls, bank controls and releases of the Horizon XE.

Scams & Fraud

Frauds and scams have been around since the beginning of banking. Rapid technological advances have caused these frauds and scams to become more sophisticated and harder to detect. This course provides information on how to recognize and prevent fraudlent activities against our customers and the bank.

General Sessions

Transaction Posting

Deceased Depositor

This course discusses the sensitive handling of a deceased depositor’s account. We will review the documents needed and procedures involved when notified of a deceased depositor.

Teller Core Courses

The role of the Teller at Citizens First Bank is vital to the bank’s success in providing Extreme Customer Service. Using the concepts learned in these sessions, our Tellers will be prepared to make each customer’s experience with our bank one of delight. We strive to make our customers into raving fans of our bank so they will look forward to their next visit with us and confidently recommend us to others. In order to provide this level of service on a consistent basis each Teller must be well versed in all bank policies and procedures.

Teller training sessions are accessible to new employees learning the role for the first time and for the seasoned teller desire to sharpen technical skills for personal enrichment and increased customer satisfaction.

Teller Sessions

Teller Basics

Tellers are the people who process customers’ money into checking, saving and other types of accounts. Customers write checks, make payments with them and cash them therefore, tellers need to be familiar with all components of a check and the proper endorsements. Tellers are responsible for identifying authorized signers by account title and ownership.

Teller Transactions

This session will teach critical technical skills of the teller role such as cashing checks, processing deposits and withdrawals, accepting payments and preparing daily balance of teller cash.

TCR

This session covers basic maintenance and troubleshooting of the Teller Cash Recycler.

Personal Banker Core Courses

The role of the Personal Banker at Citizens First Bank is one that is vital to the bank’s success in achieving the goal of providing Extreme Customer Service to every customer on every visit.

Using the concepts outlined here and Plus 1 Customer Service Training, our Personal Bankers will be prepared to make each customer’s experience with our bank one of delight. We will strive to make our customers into raving fans of our bank so they will look forward to their next visit with us and confidently recommend us to others. In order to provide this level of service on a consistent basis each Personal Banker must be well versed in all bank policies and procedures.

Personal Banker training sessions are accessible to new employees learning the role for the first time and for the seasoned representative who desire to sharpen technical skills for personal enrichment and increased customer satisfaction.

Personal Banker Sessions

Consumer Fundamentals Part 1

Consumer Fundamentals Part 1 is designed to provide a working knowledge of basic customer service skills. This session will teach technical skills of the customer service role: creating customer profiles, opening customer accounts and performing a variety of maintenance tasks on a customer profile and accounts. Guest speakers from the BSA Team, Compliance Team, Customer Contact Center and the Wealth Advisor Team will present important procedures, tools and information for the personal banker role.

Consumer Fundamentals Part

2

Consumer Fundamentals Part 2 is a continuation of basic working knowledge of customer service skills such as safe deposit boxes, time deposits, and electronic transfers. Discuss the procedures for domestic and foreign wires as well as basic notary services.

Business Client Fundamentals

Business Client Fundamentals will prepare personal bankers to build a business profile, open new business accounts and perform basic account maintenance. Personal bankers will meet with our BSA team to discuss meeting regulations regarding our business clients. Work with the Commercial Services and Cash Management team at Citizens First Bank that offer a variety of support and services for the needs of business clients.

Personal Banker Sessions

Debit Cards

Everyone uses a debit card to make purchases online or in person. There are rules and regulations in place to inform and protect consumers when using this service. This course will introduce these rules and regulations and will provide procedures on how to order, perform maintence and start disputes on transactions.

Fiduciary Fundamentals

At the end of this session, a personal banker will be able to open and perform maintenance on fiduciary accounts, identify necessary documentation for different fiduciary types, and understand the signing authorities for each fiduciary type.

Lobby Hosts

From the time the customer enters the branch until the time the customer leaves, the Lobby Host is there to make sure the customer has the most pleasurable experience. Under general supervision, but in harmony with established policies and procedures, controls the entry and exit of authorized customers in the safe deposit area. A lobby host is responsible for providing exceptional customer service to both internal and external customers, primarily in the lobby area of a branch by keeping lobby traffic flow moving smoothly.

Specialty Sessions

Lobby Host Fundamentals

ALobbyHostisessentialtotheflowofthelobbyandthewelcomingatmosphererequiredfor CitizensFirstBank.LobbyHostswilllearnskillstoidentifycustomersaccordingtoCitizensFirst Bankpolicy,becomefamiliarwiththeproductsoffered,andbasicnotaryservices.

Soft Skills Training

First impressions are made within minutes, but they last much longer than that. Learn the basics of effective communication and gain confidence in your ability to make sure that messages are understood.

IRA’s

Take the “aRgh” out of IRA! Review how to properly establish Traditional and Roth IRAs while remaining in compliance with all the IRS requirements for documents, tax withholding and reporting.

Head Teller Senior Teller Fundamentals

Head Tellers and Senior Tellers are responsible for more than just the teller schedule. Review CFB procedures on teller reports, teller balancing and the vault teller responsibilities.

Additional sessions to be developed include Digital Insight, ImageCenter, and FISIntercept. Specialty Sessions are held quarterly. If there are specific topics that you would like covered, please email Training Department List with your suggestions!

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