Enhancing or improving member service is an ongoing priority for most, if not all credit unions. From motivational signs in the employee break room to catchy, feel good slogans on marketing materials, member service is what often differentiates credit unions from other financial institutions and establishes long-term member loyalty.Effective member service is a combination of many interconnected components and functions—operating hours, ATM access, friendly staff, branch locations, online banking, lending programs, etc. But what often determines the overall satisfaction a member has with their credit union is the experience they share interacting with the credit union employees. Which is why, in order to thrive, your member service culture must be supported and consistent throughout your staff, starting with the CEO and other senior officers.
At times, your credit union may need to consult with an industry expert to meet with senior management or board members to better understand the goals of your credit union and then develop performance plans to support these goals. To succeed, the actions and priorities of the senior management team need to align with the priorities of the board, the members and staff.
Contact HRN at 800.262.6285 or click here to learn more about our CEO performance programs and our HR consulting services.
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