The Operations & Member Experience Oscars. Great Ideas from the Excellence Awards

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1 The Operations & Member Experience Oscars Great Ideas from the Excellence Awards

2 Improving the Member Experience Amanda Emery - Senior Manager Member Care Michael Rochelle - Outreach Manager Member Care GTE Financial Tampa, FL

3 Member Care an evolution of service

4 elevating our service Consistency is key Elevate Funded Loan Goals Focus on Quality Hot Referrals Elevate Service 2015 Member Experience Member Needs Target Efficiency Learning Lending Target Opportunity 2016 Taking appropriate time Loan vs. Service Meet Goals 2017 Consistent wait time Monetary goals

5 60000 member care performance JANUARY 2015 AUGUST EMV & Breach PT Strategy began New efficiency Goals Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Total Calls Handled Average Wait Time

6 member care outreach sales YTD Comparison for 2016 vs 2017 Organization realignment reduced Inbound and Outbound Team from 9 originators to 4.5 Outbound only 2016 performance with 9 Inbound Originators = $2.5m per employee 2017 Total Loans Funded =$21m 2017 performance with 4.5 Outbound Originators= $3m per employee $1.5m $1.6m $2m $2.1m $3.3m $760k $592k $870k $1.3m $991k $617k $1.2m $1.3m $1.4m $1m July 2016 December 2016 January 2017 August 2017

7 member care report card Q2 Q3 56% Q4 49% 2017 Q1 63% Q2 70% Q3 92% % Q1 36%

8 Mr. Brightside: Employee-Driven Training & Procedure Portal David Deborde - Governance, Compliance & Risk Manager Members Choice Credit Union Ashland, KY

9 The Issue: Necessity being the mother of invention An Increase in new staff members in services (more hires and more products added the previous year than in our 85 year history) Lack of unity and procedural continuity Dozens of different documents Training stagnant

10 Employee Survey Results (reflect previous year) on Training Satisfaction Total Employees "Needs Improvement or Unsatisfactory" Satisfactory

11 What didn t work: YMMV 1. Outside firms 2. Subcommittees and assignments 3. Dedicated staff 4. Hoping for the best

12 Mr. Brightside Our creative idea- shamelessly steal what a big company is doing and apply it at our institution. 1. Open training database that all employees can contribute to 2. Competitive nature tied in with it 3. Ease of use.

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15 Goals and whatnot Centralized training and procedures with separate folders for our major areas Get out of the rut and improve employee satisfaction Effect on Operations

16 1. Uniform and thorough training documents leading to clear expectations, improved workflow, and a better experience for members. 2. Dynamic, constantly growing & adapting portal for our employees, who now have a sense of ownership and empowerment. 3. Transformed an area of weakness in the institution to one of strength, increased knowledge throughout all our operational areas, and improved morale and member experience.

17 A post-script on awards, conference, and council involvement.. Questions, comments, etc.? David Deborde Governance, Risk & Compliance Manger Members Choice Credit Union ext 237

18 Thank Use Campaign Tami Rechtenbach VP, Member Experience Dupaco Credit Union Dubuque, IA

19 Tamara Rechtenbach Vice President, Member Experience Dupaco Community Credit Union

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33 Loyalty - Consider Dupaco Primary FI 65% 91% 69% 92% 29% Yes 2014 Raddon Member Survey 2016 Thank Use Survey - Earned TU 2017 Raddon Member Survey 2017 Thank Use Survey - Earned TU