NWCUA & DDJ Myers’...∙ Team is mapping out what an exceptional experience will look like....

NWCUA & DDJ Myers’ Fifth Annual Emerging Leaders Program:

Developing the Pacific Northwest’s Future Leaders

October 24, 2017

Mallory Randazzo

Training and Development Specialist

Cooperative communities who dream boldly.

Cooperative communities who dream boldly.

Ignorance Bliss

Corrective Feedback Loop

- Quickly identify issues:

Contained?

Widespread?

- Treat to resolve issue:

Policy?

Procedure?

Process?

- Review for themes/trends

Cooperative communities who dream boldly.

- Identified - check scanning errors

All 7 locations

- Improved procedure for re-scans

- Building access to historical data

Pilot discovery

Cooperative communities who dream boldly.

JOE KRULLMEMBER CONTACT CENTER MANAGER

PROJECT VISION:

TO HAVE THE MOST EFFICIENT

MEMBER-FOCUSED CREDIT

UNION CALL CENTER IN THE

NATION.

THE VISION

My Project’s Mission: To proactively build out and fine tune staffing, systems, and policies that will provide an exceptional member experience.

NPS = LOYALTY

• Rogue’s NPS Goal: 71% (Currently at 74.5%)

• Call Center Industry Average: 70%

• Rogue’s Call Center NPS: 89.5%

HISTORICAL DATA

• 2012 calls handled - 202,606

• 2016 calls handled - 318,577 (+57%)

• 2012 loan production - $18,625,626

• 2016 loan production - $31,024,022 (+66%)

• 2017 projected calls handled - $360,000

• 2017 projected loan production - $36,000,000

ACTIONS SO FAR

∙ Team is mapping out what an exceptional experience will

look like.∙ Team is digging into current systems and looking for ways to

become more efficient.

∙ Attended demos on scheduling, relationship management,

and quality management systems.

∙ Reached out to other credit union call centers to meet and

discuss their structure, systems, and reasons behind changes.

NEXT STEPS

∙ Researching systems for scheduling and workflow

management. Scheduling demos.

∙ Weekly planning and strategy meetings with department

management staff.

∙ Complete rebuilding of department’s training program

focusing on providing exceptional member experience.

∙ Define what an exceptional member experience will look like.

END RESULTS

• Scheduling system that will accommodate continued departmental growth.

• Training process that is more efficient.

• Systems in place that will provide each member with an exceptional experience.

Heather BrammeierValley Credit Union

Core Values Revisited

Member interacts with Valley’s team Member has excellent service and is satisfied.

Member tells a friend!

My project’s vision: an engaged team

serving our members and each other

with excellence.

My project’s mission: over the next six

months, we will revisit and break

down each core value into daily

application with tools and resources.

Training to take placeCORE VALUES FOCUSED LEARNING

TRUSTWORTHY Review Policies & ProceduresUse of taking notes for learning and FAQs

EXCELLENCE Mutual Commitment of Success modelImportance of noting an account.Tools like using Outlook “my tasks”Centering

LISTEN Teaching about active listening and how to use it with members.

UNITY Team building activitiesTaking ownership – AIRS model

EDUCATE CU DifferenceEducating members on reaching their financial goalsProfessional Development

Conditions of Success

• Increase member satisfaction –measured by 2% increase in new checking accounts.

• Increased participation in community events by 13%.

What I learned

• Communication became more direct and clear

• Making a declaration and how that inspires change in myself and others

• Through centering, emotions or nervous energy moves through me, but does not stop my moving into action

EMERGING LEADERS PROGRAM

2017 PORTLAND COHORT

Jim Newstrom / Regional Manager

Seattle Credit Union

TOM PETTY: “DON’T BORE US,

GET TO THE CHORUS”

MY PROJECT

▪ Create a training program for branch employees to have deeper & more meaningful interactions with ALL members. This will help us better partner with underserved and disadvantaged communities.

WHY DO THIS PROJECT?

❑ Social media debacles❑ Inspired!!

RELATING TO ALL MEMBERS

▪ New to U.S.

▪ New to Seattle area

▪ Cultural challenges

▪ Language barriers

CONNECTING WITH THE ECONOMICALLY CHALLENGED: UNBANKED, UNDERBANKED OR INCORRECTLY BANKED

TRAINING PATH ▪ Motivating ALL members to use

technology – NO assumptions

▪ Role playing across cultures & economics

▪ Cultural perspectives, empathy, & diversity

▪ Language training

▪ Inspiring others through servant leadership

CONDITIONS OF PROJECT SUCCESS▪ Branch employees successfully complete

training

▪ Employees surveyed +++++

▪ Increased % of immigrant & economically modest members

▪ Technology used by ALL member groups

GROWTH FROM EMERGING LEADERS

▪ Springtime

▪ Assessments

▪ Determined

IT’S ALL ABOUT PEOPLE

“Try to be a rainbow in someone’s

cloud.”

Maya Angelou

Road to RelationshipsTLC, a Division of Fibre Federal Credit Union

(Tillamook, Lincoln, and Clatsop County)

Shelley Pierce VP of Branch Operations,

Oregon Coast Region

I've got no stringsTo hold me downTo make me fret, or make me frownI had stringsBut now I'm freeThere are no strings on me

Project Vision: To be the first choice for business lending needs by

building meaningful connections.

• Acquisition runoff - May 2015

Let’s get the facts:

• We may not be your only financial institution that you do business with, but we want to be the best at personally connecting with the business communities we serve.

Mission: Regain small business market share with educated Brand Ambassadors who professionally connect with members,

prospects, and our local communities.

Actions:• Active pilot program-Deploying

Brand Ambassadors•TLC/FFCU is a full service financial institution•Rebuilding our brand reputation/logo•Competition

Brand Ambassadors: Who are they and what do they do?

• Grocery stores, local malls, etcPower of the brand:

• Connections-where?

• Staff qualified loan referrals increased by 36% YOY

• At some capacity we are all Brand Ambassadors

• Marketing costs $$

Closing/Learnings• Mood checks/Seasons

• Courage to be different - Be the Tiger!

• 25 years later: Knowing the industry, but do you know the depth of your leadership?

• Secret sauce

• Silence the noise

• 4 R’s to live by (Rest=Rust-Reps=Results)

• Culture shift-moving the needle of leadership

• Legacy and the future of your company

If not now, when?From good to great!

I've got no stringsSo I have funI'm not tied up to anyoneThey've got stringsBut you can seeThere are no strings on me

2018 Emerging Leaders ProgramSpokane, WA

Session #1: March 21-23Session #2: June 25-27Session #3: September 19-21