What Type of “Artists” Are Your Employees Trained to Be at Your Credit Union?



face and hands of mime with dark make-upIn 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.
This content is for CU BUSINESS eMagazine , Special Deal: 2 websites , and NEW! The Leadership Team Builder Group Subscription members only.
Log In Register


More like this

Credit Union Employee Boot Camp

The New England-based Cooperative Credit Union Association has been...

Credit Union Employee Boot Camp – November 17, 2022

Credit Union Employee Boot Camp is a one-day Certificate...

Vizo Financial Embodies Concern for Community with 2022 Day of Service

Greensboro, N.C. (October 11, 2022) – Vizo Financial Corporate...

Over 350 Nusenda employees volunteer for sixth annual “Community Day”

Albuquerque, N.M. — Nusenda Credit Union employees throughout New...