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 CUNA OpSS Best Practice Awards
2011 Best Practices Award Winners
(L-R) Jennifer Lehn, OpSS Council Chair, EVP, Numerica CU; Darrell Stark, Chief Retail Officer, Oregon Community CU; Robb Keith, OpSS Council Executive Committee, SVP Retail Services, Members 1st FCU
Sales & Service Management – Oregon Community CU in Eugene, Ore., won in the Sales & Service Management category for its 360 Training: Excelling in a Sales Culture program that includes:
- Organization wide training
- Product knowledge workshops
- Incentives program
As a result of the credit union’s efforts, loan growth increased by 8.5% and deposit growth by 3.15%, exceeding all goals.
(L-R) Jennifer Lehn, OpSS Council Chair, EVP, Numerica CU; Steve Langley, VP Sales/Service Training, Travis CU; Robb Keith, OpSS Council Executive Committee, SVP Retail Services, Members 1st FCU
Sales & Service Management – Travis CU in Vacaville, Calif., won in the Sales & Service Management category for creating, cultivating and sustaining a sales and service culture. Their strategy includes:
- Creation of Retail Sales Managers to ensure service standards accountability
- Development of a formal sales training program
- Creation of Travis Intelligence to analyze sales efforts
Success can be seen in both the number of new direct members and the increase in wallet share, both of which are expected to exceed goal.
(L-R) Jennifer Lehn, OpSS Council Chair, EVP, Numerica CU; Angie Pidde, Training Coordinator, SouthPoint FCU; Robb Keith, OpSS Council Executive Committee, SVP Retail Services, Members 1st FCU
Sales & Service Management – SouthPoint FCU in Sleepyeye, Minn., also won in the Sales & Service Management category for their Service Points of Excellence Program that includes:
- Bi-weekly coaching sessions
- Member and staff surveys
In addition to positive feedback from member surveys, success can be seen in the increase in overall cross sells.
(L-R) Jennifer Lehn, OpSS Council Chair, EVP, Numerica CU; Rick Schmidt, President/CEO, WestStar CU; Mona Joseph, AVP/Business Development, WestStar CU; Robb Keith, OpSS Council Executive Committee, SVP Retail Services, Members 1st FCU
Miscellaneous –WestStar CU in Las Vegas, Nev., won in the Miscellaneous category for hosting two job fairs for their members. Their strategy includes:
- Holding the fairs in Las Vegas and Reno, two economically hard hit areas
- Allowing participating employers with open positions only
- Giving priority entrance to WestStar CU members
With 4,300 jobseekers, twenty-three employers (WestStar SEG groups), and over 1,000 jobs , the fairs helped more than 70 people gain employment and garnered the credit union local and national attention.
(L-R) Jennifer Lehn, OpSS Council Chair, EVP, Numerica CU; Kevin Roland, Sales & Service Director, FedChoice FCU; Robb Keith, OpSS Council Executive Committee, SVP Retail Services, Members 1st FCU
Miscellaneous – FedChoice FCU in Lanham, Nev., also won in the Miscellaneous category for their creation of Member Councils to gain insight on:
- Financial pain points
- Preferred communication methods
- Product and service awareness
Nine meetings were held over a three month period. FedChoice has implemented numerous suggestions made during these meetings with additional changes in progress.
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