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The Perfect Universal Associate Branch Recipe

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BY MEREDITH DEEN

Has your credit union’s recipe for the perfect Universal Associate branch turned into somewhat of a kitchen disaster? An outsourced performance management firm might be just the ingredient your CU is missing. The following strategies will help you whip up a UA culinary masterpiece.

It seems everybody has the perfect recipe for the Universal Associate (UA) branch model. First, create a pod-like environment in the branch, inviting a more personal interaction without a teller window in the way. Next, have employees readily in place by the pods to handle most service and sales interactions, thus creating a seamless process between the greeting and a more in-depth conversation. Voilà, you now have a functioning UA branch – or do you?

Unfortunately, it’s not the step-by-step instructions in the recipe that can get complicated. Rather, it’s the gathering of the right ingredients that makes this “dish” so difficult to prepare.

Finding key ingredients, including the right employees, performance management technology and UA-specific training firms, can make or break the success of a UA branch. After all, how would a smothered chicken casserole taste if you substituted spam for chicken or completely left out both the garlic salt and pepper from the recipe?

So Why Is the Universal Associate “Dish” Delicious?

UAs (aka universal employees) are front-line staff members who handle the majority of all branch product and service interactions. You get the best of two different “gourmet meals” with UAs. Not only do you align every single branch interaction between account holders and highly-skilled sales and service representatives, but you also potentially realize a reduction in staffing costs through front-line staff consolidation.

This content is for CU BUSINESS eMagazine , Special Deal: 2 websites , and NEW! The Leadership Team Builder Group Subscription members only.
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