By Trisha Wiggin-Fausnaugh
This year, CO-OP Shared Branching worked with DSG Associates to improve the Mystery Shop program. Each mystery shopper is an actual guest member, hired by DSG, who completes a transaction on his or her own account at an assigned branch.
The shopper completes a questionnaire for each branch which is processed by DSG. The results are shared with CO-OP Shared Branching, CU Service Network and the credit union which was shopped.
The new shop questionnaire emphasizes the behaviors that are most important to guest members and shared branching participants. Thirty points are earned by refraining from soliciting the member. Another thirty points come from properly identifying the member by obtaining a valid ID and verifying the last four digits of their social security number. The teller may earn 10 points each by greeting the member in a professional and courteous manner, completing the transaction as requested and doing so without any problems. The final 10 points are awarded for the branch appearance; it should look clean and well-maintained.
We started seeing the new shops in mid-June. An impressive 42 of 53 branches earned perfect scores by the end of August. Here are the branches which earned 100% for their shop.
You know by now that we love a feel-good member story. Our friends over at Mutual 1st FCU in Omaha, Nebraska shared one with us a while back. And if you ever have a story yourself, feel free to email email@example.com. We just might include it in our next newsletter. Enjoy!
Here's a credit union classic that happened today - a story about a member helping out another member, the credit union way!
The power was out first thing this morning at our Blondo branch due to last night's storm. OPPD restored the power and in the meantime the branch filled up with members ready to conduct transactions. The power went back out not even a half hour later, leaving some members standing in line and unable to do their business. One shared branching member - Melvin - was desperate for cash from his account and was referred to the F street location. He felt his vehicle would not make it all the way across town and didn't know what to do. Another Mutual 1st Federal member - James - who had already conducted his transaction, offered to drive Melvin across town to get the cash he needed from his account! How did we find out....?
[caption id="attachment_2492" align="alignleft" width="527"] Two new friends; James (our member) on the left and Melvin (shared branching member) on the right.[/caption]
We found out because Adrian called over with news of this random act of kindness. Turns out Melvin and James have a bunch in common - both Army veterans and both grew up in Des Moines - and referred to each other as 'friends' by the time they arrived to the F street branch.
It is just too sweet!]]>
Meet Debra. She's new to Colorado. In fact, she moved here from coastal L.A. to come work for us, so be extra nice to her! We are so happy to have her a part of our growing accounting team. Watch her video below and send her a quick "Hi" if you can!
What is the biggest need/challenge your CU has in Accounting?
click here to comment
We will publish the results in our next email.]]>
Special Guest writer Diana Garcia, Executive Admin at CU Service NetworkHere are some tips for choosing your next venue.
Give yourself plenty of time to do your research. The best venues book months in advance. Donâ€™t start looking for a restaurant for your company holiday party on December 1st.
Know your date and time. If you are flexible, sometimes you can negotiate lower rates. Avoid peak seasons and try not to schedule around other important events in the industry or locally.
Choose a location that is central and easy to find for most of your guests. Use the internet, there are plenty of help sites for your needs. Cvent.com is a free search engine that has many options for hotels, restaurants and other venues.
Know your budget. Donâ€™t waste your time looking at the Hilton when your budget is only enough for the Super 8.
How many guests do you expect? Room size is important. You donâ€™t want it so small that your guest canâ€™t mingle before or after the meeting. Nor so big that your meeting feels empty or under-attended.
Visit the locations you are considering to get a feel for the space and desired layout. Donâ€™t settle for theater seating when you wanted tables for drinks, snacks or tablets. Will they meet your AV needs, or do you need to make additional arrangements?
Choose a menu with a variety of different foods and drinks to accommodate all guests.
Collect multiple bids from different venues and you will have more negotiating power.
Review contracts carefully to make sure there are no hidden fees and that you are getting everything you asked for. Sign contract and relax until your next project; like marketing the meeting.
Do you have a venue that you'd recommend? Some place you have held an event recently that was affordable, exceptional, above and beyond? Share.
We will publish the results in our next email.
Yes, at long last we have updated the Grievances CBT. Not that any information changed, it just needed a visual pick-me-up. It is live on the Docebo online training site, just waiting for you to take it!
Don't know what a CBT is?
It stands for Computer Based Training. We have compiled eight courses (CBTs) for credit unions to take as a courtesy for being our clients - that means free, of course.
- Adjustments - Mystery Shop - Regulatory Compliance - Shared Branching Basics - Funds Availablitity - Operations - Grievances - Reports
We've designed these courses to assist every level at the credit union - from first day tellers to advanced back office staff who need to brush up on their training. These courses are kept up to date on the most recent CO-OP rules and Shared Branching changes. For example, the Mystery Shop Program changed drastically over the summer; we updated our Mystery Shop CBT to reflect those changes for your shared branching team in July.
They are a great complement to your training program! If you are interested or have questions, contact Alicia at firstname.lastname@example.org or Trisha at email@example.com.]]>