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In business for more than 38 years, TRC Interactive has developed more than 2,000 training programs, including ones for Citibank, JP Morgan Chase, M&T Bank, Regions Bank, and many others.

When you need unique and custom training and also need financial industry training experience, you need TRC Interactive… the TOTAL source for all your training needs.

TRC Interactive, the nation’s leading provider of interactive training for financial institutions, offers a variety of off-the-shelf and customizable solutions to meet all your training needs, including Teller, Compliance, New Accounts, Customer Service, Systems, Retirement, Personal Investment, Train the Trainer, Management, and other Custom training needs.

Located in Harrisburg, Pennsylvania, TRC Interactive has additional staff, project management, and media facilities in Buffalo, New York and several locations throughout Pennsylvania.

Commitment to TrainingFor over 38 years, with the last 25 years devoted exclusively to financial institutions, TRC Interactive has been and continues to be a training firm dedicated to adult learning. From online training to multimedia, from internet to intranet, from blended facilita-tion to self-instruction, from measurement to metrics, TRC Interactive has the strongest credentials in bank training today.

Our team consists of trainers, instructional designers, project managers, and development and implementation designers from the technical and banking industries, many of whom have dozens of published works, including one of the training industry’s experiential exercise pioneers – Session Builders. TRC Interactive has been designing computer-based training since the late 1980s, and helped set the standards for training today.

Award WinningMost recently, a TRC Interactive training program was awarded the USDLA’s prestigious Best Practice Awards for Distance Learning Programming as one of the best training programs in the country – not just in the financial industry – but compared to all business training programs of any type! TRC Interactive, Inc. has also produced many award-winning projects that not only meet and surpass the training needs of our customers, but also add a truly professional quality.

Whether it is for a published program or a custom-designed project, TRC Interactive’s designs are based on a consistent training philosophy. This philosophy is sensitive to the needs of your participants, your organization and you.

All TRC Interactive designs combine solid content with an experiential, participative approach which gives you everything you need to run effective skill-building programs. Your participants receive practical, hands-on training that they can apply directly to their jobs. Attributes shared by all TRC training materials are:

A participative, learner-centered approach that actively involves participants in skill-building exercises A learning sequence that takes participants from abstract concepts to direct skills application Respect for the adult learner’s experience while teaching new approaches and behaviors A sensitivity to the needs of the trainer and his or her organization so that learning has direct application A flexibility within all training materials to permit and encourage trainer creativity

The learner’s attitude toward the training program affects his/her approach to the material, discussion with peers, even the attitude towards the financial institution itself. Those things that affect the learner are quite subtle. Studies have shown, for example, that senior executives are highly motivated to learn. Therefore, any material presented in any fashion results in a positive learning experience. In other words, a motivated senior executive could learn from a series of articles highlighted and stapled together. This is not true, however, as you cascade down staff hierarchies. The less motivated an individual is to learn, the more content presentation, format and environment is significant.

An eLearning solution should be customized not only to the individual, but when possible, to location, function, or anything where there is a noticeable difference. TRC Interactive uses the unique version assembly technique triggered by a predetermined entry. When designing the online course, TRC Interactive designs and substitutes portions of the program appropriate to the state that was entered during sign on. This is seamless and invisible to the learner. TRC Interactive’s experience with the technology enhances the learner’s experience because it is appropriate to them.

History

Philosophy

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TRC Interactive created comprehensive compliance learning solution for major global lending institution

A major global lending institution was cited for regulatory and compliance deficiencies. TRC Interactive analyzed the deficiencies and performed a gap analysis. Comparing current state with the

required level of proficiency to address government findings, TRC Interactive developed a comprehensive compliance learning plan tailored to integrate updated policies, work flow, application, and understanding of regulatory concerns. The online components were adaptive, not only to a participant’s learning, but also by country, department and job function. As current deficiencies were addressed, TRC Interactive developed best learning practices and reporting that not only meets requirements, but also reveals potential future deficiencies.

TRC Interactive designed award-winning learning solution for new hire teller training

A top 20 bank headquartered in the South East was challenged by its lengthy new hire integration and training process which resulted in newly hired employees not being able to access their Talent Management System for protracted periods of time after their hiring date. TRC Interactive developed an integration process that allowed the bank to hire and begin training immediately. This was accomplished

by TRC Interactive developing a secure site for new hires to log on and complete training requirements. Once the native onboarding process was completed internally, the bank automatically uploaded results into the employee’s learning history within the bank’s Talent Management System for ongoing record keeping.

TRC Interactive learning solution for risk management at major international bank

A major international bank required a new process by which risk was managed and communicated. TRC Interactive developed highly interactive, sophisticated case studies for high level lenders and analysts that demonstrated a risk decision model and then provided them the opportunity to experientially complete case studies of real lending opportunities and demonstrate their ability to make appropriate risk grading decisions within the allowable parameters.

New Hire Hosting and Onboarding

Risk Management

Compliance Initiative

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TRC Interactive knows that customization is important in your training programs… and that’s why we offer customization at every level:

Off-the-shelf content with branding Customer-enabled dynamic customization Customized content from our base solutions Fully-customized course content for your unique needs

Off-the-shelf content with brandingWhen your time, resources or budget does not allow for a fully customized training program, TRC Interactive offers off-the-shelf programs for new hires, Tellers, New Accounts, Compliance, Management, and more. With the basic option, we provide customization with your logo and branding. In addition, the programs come with companion Study Guides, Facilitator’s Blend Guide™, or can be linked to your online policy guides to provide additional customization that you control.

Customer-enabled dynamic customizationWhen more customization is needed, but you’re still working within a tight budget, we provide another level of customization. Using our exclusive Training Central™ administrative tool, you can dynamically change text within the course content as often as you’d like. This will incorporate the language that your employees are accustomed to hearing. All of this customization is budget friendly and easy to use.

Customized content from our base solutionsWhen your content needs to include specific product information, policy, or system references, customization is necessary. TRC Interactive has an entire library of training modules that can be used as your base. Our courses give you a jump start on the training

that you need, but allow the flexibility for client specific information to be added. Working with one of our experienced Project Team Leaders, we will coordinate with your Subject Matter Experts, and our instructional designers, graphics and developers will provide a customized program that meets all of your training needs.

Fully-customized course content for your unique needsTRC Interactive is the leader in developing custom courses to meet a specific need, whether for online, classroom, blended, or virtual training. From system training to acquisition training to product knowledge training, we have developed courses for thousands of financial institutions, including nearly 30% of the largest financial institutions in the country.

The financial industry continues to evolve in a more competitive and regulatory environment. At the same time, increased technology, mergers and acquisitions, and major system improvements strain the already taxed human resources.

Most financial institutions recognize that their staff must adapt, develop, and grow along with the changes in the financial institution. But is training keeping up? Is training using old techniques for new technology? What are other financial institutions doing? Is your training cost effective?

TRC Interactive can help you answer these and many other issues to help position you for the future. TRC Interactive collaborates with you to achieve a standard of excellence in training, consistently high performance across the financial institution while potentially lowering the cost!

TRC Interactive’s years of training design experience combined with being the leader in working with high-profile financial

institutions provides you with technology and practical experience to identify opportunities in your financial institution, and initiate major training improvements.

Through its enormous benchmarking capabilities with other financial institutions, technology expertise, and an unparalleled instructional capability, TRC can help you structure a performance driven training effort financial institution wide, or within a specific area. TRC Interactive consulting services include:

Benchmarking Technology audits Training strategy Blended training environments Redeployment of training resources Design models Hiring criteria Vendor evaluation Performance measurement Ongoing reinforcement

Customization

Consultation

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With more than 38 years of experience in multimedia and financial institution training combined with over a decade of online technology makes us THE ideal choice to develop customized training solutions. Our considerable client base replicates the “Who’s Who” in banking.

TRC Interactive’s custom programs are interactive and engaging. “Interactivity” is a participant’s active involvement in the learning process. “Engaging” is the cumulative effect of involvement combined with interesting content, pleasing graphics, interactive material and satisfying results. Quite simply, interactivity and engaging material are the foundation of TRC Interactive, and have been since we produced our first training program in 1973.

If the training is sufficiently interactive, the learners are not threatened by the material. They do not think about how easy or difficult it is to do or read, and they are able to answer their own questions without

external help. The graphics are interesting, colorful, and pleasing. Learners score reasonably well on their self checks, and feel a sense of accomplishment as they complete the training satisfactorily. Yet the time seems to move quickly. That’s engaging.

In addition to the design, TRC’s technology experience is paramount. In today’s banking environment, the degree of variability and issues such as low bandwidth, and LMS integration require a subtle but sophisticated technical capability. TRC Interactive faces these issues virtually every day. From a one-branch financial institution to the multi-hundred branch built through acquisition, TRC Interactive installs multimedia, web-based, and computer based training seamlessly.

TRC Interactive has customized programs for virtually hundreds of financial institutions over the years. We have developed a modular architecture technique that allows for minimal structural change when adding new transactions or updating products, features, or procedures. These changes and revisions are fast, and inexpensive because of the unique “building block” architecture TRC Interactive employs.

The success of reuseable modules and easy updates is EXPERIENCE. At the outset, decisions need to be made concerning hard coding, data table retrieval, menu options, libraries, and a myriad of other choices. Flexibility is attained, and there is still structural integrity.

The real key is not in the modularization; it is in knowing what to modularize. Our years of experience with financial institution content and systems determine what we modularize and how we build program architecture.

Custom Training Design

ArchitectureDesign Experience

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TRC Interactive creates bank training programs that emphasize all areas of banking skills. From Teller, New Accounts, and Compliance training to Management and Transaction, we have exactly what you’re looking for to address your specific financial institution needs.

Our courses offer several high-level methods of delivery:

eLearning Facilitator Led Classroom Blended

eLearningeLearning not only provides the most flexible and cost effective delivery of training to a large audience in a broad expanse of branches and states, but it also provides unparalleled consistency, measurements and practice opportunities.

TRC Interactive’s unique design architecture offers each learner a unique training experience because depending on how well the learner is doing, a number of different paths can be taken. For the learner experiencing some difficulty, there are multiple remedial and mentoring options available, including built-in Mentor helps throughout the training modules.

No matter what your bandwidth or technology challenges, there is an eLearning solution that will meet your requirements. Our custom designed training solutions offer training with or without audio, video, html, and Flash files designed with your bandwidth profile in mind. Our team of technical professionals will work with your deployment team to test and provide the solutions that meets your needs.

ClassroomAlthough there is a real focus on eLearning and virtual learning, there is some content when Facilitator Led Classroom training may be the best approach. Classroom training provides the opportunity for role plays, group discussions and activities. When your content requires a traditional classroom approach, we can help create the program, train your facilitators and produce the materials required for training, as we have for hundreds of financial institutions for more than 30 years.

BlendedBlended training is not just about using multiple teaching methods. It’s about matching the right content and delivery method to the learners’ needs at the right time. It’s about combining the Facilitator Led pieces and the eLearning pieces of the content for the right topic areas. TRC Interactive has produced blended learning for financial institutions that create the right custom blend to meet your needs.

Our commitment to standards and server independence allows our flexible architecture to be deployed on a variety of Learning Management Systems so that you can track and report student progress. The success of your training will be measured by the information that you keep. Whether the training was delivered as eLearning, Classroom, or Webinars, you will need a way to track the performance and efficiency of the learners.

TRC Interactive can integrate with your LMS, provide you with our Training Central™, or help you select a Learning Management System.

Training Central™Training Central™ is an online learning management system that provides management and tracking capabilities and maintains a record of all participant and administrative activity. Customizable, real-time reports can be generated and viewed onscreen or filtered and sorted by a wide variety of categories. All reports are downloadable to print or save.

With Training Central™ you can track the students registered, who is assigned to what course and when that course is due, who has completed specific content, as well as the day-to-day activities of all students.

Third Party Learning Management SystemsIf you already have a Learning Management System, no problem! Our eLearning programs are SCORM and AICC compliant and can be integrated with any third party Learning Management System.

Methods of Delivery

Tracking & Reporting

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TRC Interactive’s efficient and cost-effective solution for training Tellers, improves Teller performance while significantly reducing training costs, and can be customized to your needs. It is an engaging and creative program using the most up-to-date and complete training methods in a true multimedia format, including audio and video.

TRC has been developing the Program, now in its 11th edition, with updates annually to keep up with the changes in currency, procedures and financial industry requirements.

Saves Money: Financial institutions using TRC’s TellerSolutionOnline™ have reported a 19% to 60% annual reduction in their direct Teller training costs.

Improves Performance: TellerSolutionOnline™ increases Teller’s knowledge significantly over live classes, and financial institutions have reported increased retention along with significantly faster integration into the Teller line.

Saves Time: Tellers learn more information faster, thus reducing total training time. Some financial institutions have dramatically reduced Teller training time because they can remotely offer multimedia. Even transaction training time is reduced when using TellerSolutionOnline™ because Trainers can concentrate on transaction performance and higher-level training issues.

Engaging: TellerSolutionOnline™ is the most creative multimedia available using audio, video, graphics, animation, and special effects.

Measureable: At the end of each Module is a Final Exam that assesses the Trainee's understanding and knowledge of what that Module covered. The Final Exam provides an immediate percentage showing the score achieved and the Certificate showing the user’s name and score can be printed. The scores are also recorded in TRC’s online Learning Management System for the Trainer to access, print, and save for examinations. For customized versions, the scores can be saved to the financial institution’s Learning Management System or to Training Central™, TRC’s Learning Management System.

Customizable: TellerSolutionOnline™ uses the financial institution’s documents, transaction types, products and services, trade names and logos—all graphically portrayed with full

multimedia, including audio. We can even customize measurements and Final Exams!

Provides Effective Learning Design: TellerSolutionOnline™ was designed using specific behavioral objectives and contemporary learning models to accommodate a multitude of learning styles. Each Module has listed Objectives, Self-Check Exercises to build Teller confidence, and a measured Final Exam. Depending upon each trainee’s method of learning, there is information presented orally as well as in written format. They also have the option of reading all the information using the unique Review Text feature. Trainees can check their progress throughout each Module.

Provides Consistency: All trainees take exactly the same Program—at his/her own pace. There is consistency between classes.

Includes Action Guide: Throughout TellerSolutionOnline™ the Trainee is directed to the Action Guide. TRC provides the template and artwork for each financial institution to customize the training to include instructions, policies, practices, and references exclusively for their financial institution. This unique feature enables the financial institution to have different versions by branch, region or state, as necessary. The Action Guide never becomes outdated as it can be updated easily and inexpensively.

TellerSolutionOnline™

Benefits

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Current: TellerSolutionOnline™ is updated annually or more often, as changes in regulations, practices, and circumstances warrant. An optional Maintenance Agreement is provided.

Affordable: Even though there is an initial outlay of resources to acquire the training, financial institutions quickly start to save in training costs. By reducing the length of training time, they reap savings in Trainer and Trainee salaries and expenses.

Implementation Assistance: At no additional cost, the TRC Interactive, Inc. staff helps with the implementation of the training and guides the client on their way.

Engaging: TRC has served the financial industry for over 38 years, and is the most experienced in multi-platform multimedia training. TRC enjoys a long-term relationship with hundreds of financial institutions across the nation.

Training Central™ is our online Learning Management System that provides full management and tracking capabilities and maintains a record of all participant and administrative activity. Customizable, real-time reports can be generated and viewed onscreen, filtered and sorted by a wide variety of categories. All reports are downloadable to print or save.

All About Money

Check Cashing

Checks

Comprehensive Final Exam

Counting Cash

Customer Service

Deposits

Identification

Introduction

Miscellaneous Transactions

Payments

Products and Services

Professional Dress

Regulations - Criminal Activities

Regulations - Customer Protection

Regulations - Product Information

Robbery

Security - Schemes Aimed at Customers

Security - Schemes Aimed at Financial

Institutions

The FDIC

Withdrawals

Your Role as a Teller

Testing, Tracking & Reporting

Included Modules

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With new government laws and regulations, it’s hard to stay on top of it all and keep your staff up to date. Let TRC’s Compliance Library of training courses included with BankTrainingOnline® do the job for you and reduce your risk.

BankTrainingOnline® is TRC Interactive’s complete online library of training courses for banks that are uniquely customized and loaded with enhanced graphics, animation and special effects. These courses are NOT ONLY for compliance training, but also teller, lending, sales, customer service, etc. They engage and involve trainees to increase retention and performance and are also the least expensive on the market.

BankTrainingOnline™ courses are not just pages of text. There is a great deal of interactivity, including activities such as:

• Drag and drop exercises • Customer interaction simulations • Recognition exercises • Matching exercises (ex. definitions and terms) • Surveys • Customer creation tools (build your own customer)

• Games (ex. wrapping coins in the correct straps) • I.D. scrutiny with a virtual magnifying glass to determine counterfeits

Navigation features are fully explained, clearly marked and consistent throughout the course and connect back to original location on every page. The learners can move forward or backward, and can see the entire screen without needing to scroll up or down. Additionally, each page is visually and functionally consistent throughout the course.

Course content is designed at proper reading/ comprehension levels for adult learners and presented in manageable segments with a logical progression. The content was created for practical application.

Free Study Guides are available for each course, and are easily customizable. They highlight information that was presented in the course, and your bank can add content about their specific policies and procedures, contact information, highlighted points, etc.

The Study Guides are a great tool for the employees to use for taking notes, following along the course, and saving as a point of reference. They also can be used for auditing purposes to show the training content.

• Reduces time required for training, thereby significantly reduces training costs. • Provides the flexibility of offering training in a classroom environment, training hubs, or in the employee’s home branch. • Delivers a consistent training experience for all staff. • Promotes higher retention through the use of proven adult learning principles and highly interactive learning experiences. • Delivers a better customer experience in the branches with better trained staff !

Training Central™ is the online Learning Management System that provides full management and tracking capabilities and maintains a record of all participant and administrative activity. Customizable, real-time reports can be generated and viewed onscreen, filtered and sorted in a wide variety of categories. All reports are downloadable to print or save.

BankTrainingOnline® Benefits

Testing, Tracking & Reporting

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All About Checks All About Deposits A Manager’s Role in Employee Training and Development Anti Money Laundering Appreciating Diversity Balancing Bank Bribery Act Bank Protection Act Bank Secrecy Act for Customer Service Representatives Bank Secrecy Act for Tellers Bank Secrecy Act - the Overview Barriers to Effective Communication Board of Directors Overview Branch Security Business Products and Services Check Cashing Process Check Clearing for the 21st Century Act (Check 21) Closing and Wrap Up Community Reinvestment Act (CRA, Regulation BB) for Intermediate Small Banks Community Reinvestment Act (CRA, Regulation BB) for Large Institutions Community Reinvestment Act (CRA, Regulation BB) for Small Institutions Compliance for New Deposit Accounts – New Transaction Accounts Compliance for New Deposit Accounts – Responsibilities, Laws, and Regulations Compliance for New Deposit Accounts – Savings and Time Accounts Consumer Leasing Act (Regulation M) Consumer Products and Services Consumer Protection for Depository Institution Sales of Insurance Counting Money Credit Regulations for Mortgage Lending Currency and Coins Customer Identification Program (CIP) Delegation Denials, Withdrawals, Incomplete Applications Elder Abuse for Customer Service Representatives Elder Abuse for Managers

Elder Abuse for Tellers Electronic Fund Transfer Act (Regulation E) Endorsements Equal Credit Opportunity Act (Regulation B) Expedited Funds Availability Act (Regulation CC) Fair and Accurate Credit Transactions Act (FACT Act) Fair Credit Reporting Act Fair Debt Collection Act Fair Housing Act Fair Lending FDIC Deposit Insurance Flood Disaster Protection Act Fraud Fundamentals of eLearning Getting the Best From Your Staff - The Art of Motivation Gramm-Leach Bliley Act The Health Insurance Portability and Accountability Act (HIPAA) Home Equity Closing Home Equity Line of Credit Home Mortgage Disclosure Act (HMDA) Home Ownership & Equity Protection Act (HOEPA) How Your Leadership Affects Performance Identity Theft and Red Flags Importance of Identification Income Statement Analysis Introduction to Home Equity IRA Fundamentals Laws Against Discrimination for Mortgage Lending Lending Application Process Listening, Not Just Hearing Loan Documentation and Closing Loans to Insiders (Regulation O) Matching Your Customer's Style National Credit Union Administration New Employee Orientation Office of Foreign Assets Control (OFAC) Overcoming Objections Overview of Commercial Lending Overview of the Board of Directors Payment Processing Privacy of Consumer Financial Information (Consumer Privacy, Regulation P) Professionalism Questioning Techniques Real Estate Settlement Procedures Act (RESPA, Regulation X) Recognizing Sexual Harassment Recommending Solutions Regulations for Consumer Lending Regulations for Tellers Reserve Requirements and Interest on Deposits (Regulation D&Q) Right to Financial Privacy Act Robbery Roles and Responsibilities of the Board Sales Referral Savings Withdrawals SEP IRAs Servicemembers Civil Relief Act Suspicious Activity Reporting (SAR) Techniques of Planning The First 10 Seconds The New Member of the Board of Directors Truth In Lending (Regulation Z) Truth In Savings (Regulation DD) Unfair or Deceptive Acts or Practices (Regulation AA) USA PATRIOT Act Who is Your Customer? Your Role as a Manager Your Role as a Teller You're In the Perfect Position

Included Courses

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Check fraud, counterfeiting, scams, and not placing appropriate holds are among the fastest growing problems affecting our financial system. These produce estimated annual losses of $10,000,000,000… and losses continue to rise at an alarming rate.

While financial institutions have policies and procedures, checks and balances, there are still losses. However, there is a solution! There is a single thing that can immediately reduce fraud losses… better trained staff !

TRC Interactive’s First Line of Defense ~ Fraud Detection and Loss Prevention Challenge™, an online interactive experiential exercise helps keep your staff sharp, focused and alert to the latest scams.

Each First Line of Defense™ challenge

lets the learner determine if the transaction is legitimate or not and whether it should be processed. It’s important from a learning standpoint to offer perfectly legitimate transactions while they are being tested on fraudulent ones. If the learners were expecting something to be wrong with every transaction that is presented, it would be unrealistic and, ultimately, not as effective a teaching tool.

Challenges can be taken quickly, right on the branch floor, in order to minimize the time learners are away from their primary responsibilities. Learners are able to perform a transaction as they would in real life. They can see the person presenting the item, view the customer’s account information, look at both sides of the check or other presented item, check the signature, and many other things that would be available to them at the time of a transaction. This simulation replicates the transaction experience.

Once they make the decision as to whether or not the transaction is legitimate, learners

are given immediate feedback as to why the transaction should have been processed or not. At the end of all the challenges, the learner is then presented with an amount of money that signifies, based on their performance during the challenge, how much their financial institution would have lost as a result of their negligence.

In the financial industry there is no other training that specifically focuses on fraud the way that First Line of Defense™ does. Other training providers offer text based Fraud Awareness training, but none of those courses promote vigilance in the financial industry like First Line of Defense™. During the recent boon of the economy, bank fraud and counterfeit transactions increased by more than 215%... and that’s just what was caught. It was designed to target this problem in a fast and efficient way. It was designed to be taken out of the training room and in the place that the transactions are

First Line of Defense™

Design Features

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actually taking place. The challenge takes approximately 20 minutes per session and is made to perfectly interface with the student while they’re performing their job functions.

First Line of Defense™ includes 10-15 randomized challenges that are presented to the learner so that no one person experiences them in the same order. Each challenge presents items from the most recent fraud activity. Transactions are localized to the state/area of the financial institution so that the transactions appear to be real.

First Line of Defense™ lets the learner determine if the transaction is legitimate or not and should be processed. It’s important from a learning standpoint to offer perfectly legitimate transactions while they are being tested on fraudulent ones. If the learners were expecting something to be wrong with every

transaction that is presented, it would be unrealistic and, ultimately, not as effective a teaching tool.

The final part of the challenge is called “Just In!” which is a resource available to further heighten awareness of fraudulent activity. The purpose of “Just In!” is to alert learners to the most recent fraudulent scams and contemporary fraudulent practices.

Fraud can happen anytime. That’s why it’s so important for your staff to be vigilant. Every day more and more financial institutions are taking steps in making this a priority by choosing First Line of Defense™. Participants become more vigilant to potential fraud through the practice it allows them.

In approximately 20 minutes each quarter, your staff will get practice in deciding whether to process transactions, be provided feedback on why a transaction should not be processed, and will see the potential loss caused by the choices that they make.

First Line of Defense™ is a powerful tool and your investment will pay off many times over with the increased awareness of your staff.

Training Central™ is our online Learning Management System that provides full management and tracking capabilities and maintains a record of all participant and administrative activity. Customizable, real-time reports can be generated and viewed onscreen, filtered and sorted in a wide variety of categories. All reports are downloadable to print or save.

Testing, Tracking & Reporting

Content Overview