BY: ED SWANSON
In today’s highly competitive financial services world that credit unions are part of, training our employees to develop successful interviewing skills and how to effectively talk to the member is an absolute must. Our employees need to completely “paint’ in the picture of the member and their situation in order to not only assist the underwriter in determining the member’s creditworthiness but also in order to cross-sell other products and services to them.
Yet, in these advanced times of Twitter, text messaging, Facebook, and all of the other social medium used to communicate in today’s world, the requisite skills necessary to actually talk to someone—either in person or over the telephone—are somewhat lacking for member service employees in the credit union world.
If your credit union has a centralized lending area that underwrites loan applications, chances are that these underwriters rarely, if ever, actually talk to the member in developing the loan application. Instead, they rely solely on the member service representative or financial service officer located at the branch or in the call center to perform the following functions:
- Talk to the member,
- Ask the member the questions in order to capture the necessary information to complete the loan application,
- Input that information into the loan application platform,
- Pull a credit report,
- Type up or hand-write notes about the purpose of the loan and the story that goes along with the information that’s critical to the loan application.