When credit unions choose Synergent as their partner, one of the many benefits they gain is access to numerous subject matter experts across all of our service areas: Payments, Marketing, and Technology. In response to growing demand, Synergent now offers Payments training through a dedicated Payments trainer, allowing credit unions to more easily request and schedule the training they need. This expanded focus ensures more consistent availability and greater flexibility to support credit unions, while reinforcing Synergent’s continued commitment to providing timely, hands-on guidance.
At Synergent, Payments refers to the services that support how members access funds and move money. This includes integrated card services, digital and contactless payments, member rewards, payments and fraud consulting, risk management, check processing, and shared branching —all areas supported through Payments training.
“As the payments trainer, I am the go-to for all things cards and checks,” said Anne Bunker, Payment Training Analyst for Synergent. “Many of our trainings are designed for operations staff who deal with ATM/debit/credit cards and check processing systems daily. This would include staff who regularly use applications such as Client Workstation for cards or eDesk Vantage for checks. But we also offer shorter trainings for frontline staff, covering topics such as how to fill out chargeback forms for members or how ATM dialogue works for transaction research. Additionally, we offer new hire training, which includes longer, multi-session trainings designed for staff with little to no knowledge of payments or our systems.”
Getting Started: Payments Training Topics
When a credit union inquires about scheduling a Payments training, a discussion takes place to determine the topic, training goals, and the current level of knowledge is among credit union staff. From there, a lesson plan is created, and the length of training is set.
Topics are customizable based on a credit union’s request. Some frequently covered topics include:
- 3D Secure/Arcot
- CardValet/CardHub
- Chargeback Training & Dispute Expert
- Tokenization (Includes Provisioning, Digital Wallets, Token Management, and Reporting)
- uChoose Admin for Rewards Program Management
“These sessions provide credit unions with the knowledge and tools needed to manage card programs effectively and securely,” shared Bunker. “One of my frequently requested trainings covers Client Workstation, the application credit unions use to manage their ATM/debit and credit cards. Credit unions may opt for a full training or select specific modules, including Card Management, Institution Management, Transaction Journal, ATM Terminals, Client Reports, and Risk Office.”
Training Logistics: Preparing for Training at Your Credit Union
Currently, trainings are offered by request to individual credit unions. They are generally remote and hosted through Microsoft Teams, offering credit unions the flexibility and convenience of having staff complete them where and when it is most convenient, whether that is as a group in their conference room or at individual workstations at multiple branches. They can be hosted during the typical open hours for a branch, or before or after hours.
“The length and scope of trainings depend on how much training is needed and can be broken down into different sessions,” explained Bunker. “For example: a chargeback training may take two hours, while a training on common reports or tokenization may be one hour. Trainings can be even longer if they need to cover a wide range of topics.”
Trainings can be offered in a listen-and-learn presentation-style format or as live, hands-on sessions within the application itself, such as Client Workstation, Dispute Expert, Arcot, etc.
“Our live trainings are the most popular, giving credit unions the opportunity to use the tools themselves, while having someone to guide them and answer questions,” stated Bunker.
Benefits of Training
Between the addition of new products, expanded features on existing products, staff changes, and shifting responsibilities for roles within the credit union, it can be difficult to offer consistent in-house training to keep everyone up to date and on the same page. Partnering with Synergent for Payments training frees up your staff time, provides clear guidance to trainees, and offers an opportunity for your staff to ask any specific questions they may have.
“Feedback from credit unions who have taken my trainings has been very positive, with many of them coming back for sessions on other topics or as they onboard new hires,” reflected Bunker. “It’s always a treat to work with credit unions again and again!”
Bunker further explained how completing one of our most requested trainings that covers Dispute Expert has been beneficial for credit unions.
“Chargebacks can be a real challenge, between all the different regulations and various means of processing,” illustrated Bunker. “Credit unions who have taken chargeback training with me come out of training with more confidence in processing and, more importantly, what resources they can use the next time they are struggling. By understanding the process, credit unions are better equipped to tackle processing tricky chargebacks and how to work with their members to get the best information for disputes.”
Schedule Your Credit Union’s Training
“All of our trainings are flexible and guided by each credit union’s specific needs,” noted Bunker. “If there’s a training a credit union is interested in that isn’t listed here, I encourage them to contact Synergent. Many of our trainings were developed based on credit union feedback, so we’re always looking for feedback on what credit unions are most eager to learn.”
For our credit union partners interested in scheduling Payments training, please reach out to your dedicated Client Success Manager today. If you’re not yet a Synergent partner but would like to learn more about the solutions we provide, don’t hesitate to contact us to explore how we can support your credit union’s growth.
