The Operations & Member Experience Oscars

Great Ideas from the Excellence Awards

Improving the Member Experience

Amanda Emery - Senior Manager Member Care Michael Rochelle - Outreach Manager Member Care

GTE FinancialTampa, FL

Member Carean evolution of service

2015-2017

2015• Member Experience• Member Needs

2016• Taking appropriate time• Loan vs. Service

2017• Consistent wait time• Monetary goals

Focus on Quality “Hot Referrals”

Elevate Service

Target Opportunity

Meet GoalsTarget EfficiencyLearning Lending

Consistency is keyElevate Funded Loan Goals

elevating our service…

member care performanceJANUARY 2015 – AUGUST 2017

0

2

4

6

8

10

12

0

10000

20000

30000

40000

50000

60000

Jan-

15

Feb-

15

Mar

-15

Apr-

15

May

-15

Jun-

15

Jul-1

5

Aug-

15

Sep-

15

Oct

-15

Nov

-15

Dec-

15

Jan-

16

Feb-

16

Mar

-16

Apr-

16

May

-16

Jun-

16

Jul-1

6

Aug-

16

Sep-

16

Oct

-16

Nov

-16

Dec-

16

Jan-

17

Feb-

17

Mar

-17

Apr-

17

May

-17

Jun-

17

Jul-1

7

Aug-

17

Total Calls Handled Average Wait Time

PT Strategybegan

New efficiency Goals

EMV & Breach

YTD Comparison for 2016 vs 2017

$1m

$760k

$592k

$870k$1.3m

$991k

$617k$1.2m

$1.3m

$1.4m

$1.5m$1.6m

$2m$2.1m

$3.3m

July 2016 – December 2016 January 2017 – August 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 performance with 4.5 Outbound Originators= $3m per employee

2017 Total Loans Funded =$21m

member care outreach sales

2016Q1

36%

Q2 59%

Q3 56%

Q4 49%

2017Q1

63%

Q270%

Q392%

member care report card

Mr. Brightside: Employee-DrivenTraining & Procedure Portal

David Deborde - Governance, Compliance & Risk ManagerMembers Choice Credit Union

Ashland, KY

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

0

10

20

30

40

50

60

70

80

90

2014 2015 2016 2017

Employee Survey Results (reflect previous year) on Training Satisfaction 2014-2017

Total Employees "Needs Improvement or Unsatisfactory" Satisfactory

What didn’t work: YMMV1. Outside firms2. Subcommittees and assignments3. Dedicated staff4. Hoping for the best

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 to2. Competitive nature tied in with it3. Ease of use.

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

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.

A post-script on awards, conference, and council involvement…..

Questions, comments, etc.?David DebordeGovernance, Risk & Compliance MangerMembers Choice Credit Unionddeborde@mccu.net606.326.7060 ext 237

Thank Use Campaign

Tami Rechtenbach – VP, Member ExperienceDupaco Credit Union

Dubuque, IA

Tamara RechtenbachVice President,

Member ExperienceDupaco Community Credit Union

65%

91%

69%

92%

29%

Yes

Loyalty - Consider Dupaco Primary FI

2014 Raddon Member Survey 2016 Thank Use Survey - Earned TU2017 Raddon Member Survey 2017 Thank Use Survey - Earned TU