Operations, Sales & Service Council

As operations, sales and service professionals, we are asked to develop solutions to a variety of problems. Often we research situations and develop entirely new and possibly unique practices for our credit union’s operations, sales and service areas.

Identifying these new approaches and recognizing their universal application to credit unions nationwide is the purpose of the CUNA Excellence in Operations, Sales & Service Awards. One of our hallmarks is sharing the approaches to these solutions with our peers.

This year, awards will be presented to credit unions achieving Operations, Sales or Service excellence in the three asset groups below:

    • < $150 Million
    • $150 Million - $500 Million
    • > $500 Million

Eligible members can submit entries for consideration that relate to any of the areas of Operations, Sales and Service below:

  1. Sales and Service Management: What innovative approach have you implemented at your credit union to create, cultivate, and sustain a successful sales culture? What sales tools have you designed to assist staff with selling and customer relationship management (CRM)? What unique sales coaching or incentive programs have you developed?
  2. Branch Design: What non-traditional elements are you deploying in new branch and remodeled branch facilities to enhance member service? What have you done to “push the envelope” and differentiate the look of your branches?
  3. Contact Center/E-Support: What have you done to provide outstanding performance and set the standard for excellence in your call/contact center? How are you leveraging electronic channels to gain efficiencies or improve service?
  4. Miscellaneous: This category is for any operations, sales and service success story you have that does not fit the other categories.

The following measurements are examples to consider. This is not an all inclusive list and there may be other existing metrics that define the results of the project.

  • Sales and Service Management  
    • Cross-Sale Ratio or Cross-Sale per FTE
    • Services/Products per Household or Member
    • Deposit Growth
    • Loan Growth
  • Branch Design  
    • Member Growth
    • Ratio of Members/Potential Members
    • Branch Profitability
  • Contact Center/E-Support 
    • Abandonment Rate
    • Calls Handled Per Call Center Representative
    • Average time to answer
    • Average talk time
    • Operating Expense
    • Salary and Benefits
    • Transactions per Hour
    • Members Served per Hour
  • Miscellaneous

The Selection Process
A panel of OpSS Council Executive Committee members select Excellence in Operations, Sales & Service Award winners in the three asset categories above. Selection will be based on candidates’ strategy, process, application and results.

Winner Recognition
Award winners will be recognized at the18th Annual CUNA OpSS Council Conference, held September 27-30, 2015 in Orlando, FL.

Winners are expected to attend and accept their Excellence Award at the membership luncheon during the conference (acceptance speech is not required). Each winning credit union will receive one complimentary conference registration.

Winning entries will be featured in a press release and in CUNA News Now in addition to being showcased on the CUNA OpSS Council website.

Entry Criteria

  • Entrants must be a member of the OpSS Council.
  • The practice must have been initiated prior to March 2015
  • Entries must be received by July 31, 2015.
  • The award winner or a representative must be in attendance at the conference to accept their award.

How to Enter
The entry form and worksheet pertaining to your category must be completed and submitted online. The steps below outline exactly how to enter.

  • Register an Account
  • Create Your Entry
  • Upload Digital Files
  • Submit Entry

To LOGIN use this link

Your entry must be received no later than July 31, 2015 to be considered.

If you have questions about the entry procedures, please contact Council Administration at 800-356-9655, ext. 4018 or

If you have questions about criteria for the awards, please contact Steve Stryker, Chief Operating Officer of Scott Credit Union at