Winners revealed for 2016 CUNA Operations, Sales & Service Council Awards10.03.2016
The winners of the 2016 CUNA Operations, Sales & Service Council Awards were officially announced during a live ceremony at the council’s annual conference on Sept. 29, 2016, in Las Vegas. The Excellence in Operations, Sales & Service Awards were presented live from the conference’s main stage.
“Through their ingenuity, dedication and bold vision, these winners have each presented model of operations, sales and service excellence that all of their contemporaries could benefit to emulate,” said Steve Stryker, Chair of the Awards Committee for the CUNA OpSS Council and COO, Scott Credit Union. “We thank each of them for their service to the movement.”
The Excellence in Operations, Sales & Service Awards recognize noteworthy achievements that demonstrate new, innovate solutions to common challenges in four categories. Awards each are presented in three asset-size groups, for a total of 12 possible awards.
The 2016 winners are:
Simplicity Credit Union in Marshfield, Wisconsin, won in the Branch Design category (assets $150-$500 million) for their “Simplicity Branch Design” entry. Simplicity has simplified their members’ financial lives through their redesign of their main office branch. Their inviting fresh look incorporates technology to offer self-service options to members in an open environment. Simplicity has seen growth in ROA, which measures an institution’s income generated per its assets, and reduction in their Efficiency ratio, which measures income per expense, since the completion of their renovation. This same member-engaging design will be incorporated into other Simplicity offices located in Marshfield and Stevens Point, Wisconsin, over the next year.
GECU in El Paso, Texas, won in the Branch Design category (assets over $500 million) for their “Setting a New Standard in Branch Transformation and Member Service” entry. GECU is driving member growth with a branch design concept that is tailored to fit the neighborhood. This branch model has a smaller footprint, high tech design and lower staff requirement. This allows GECU to reach underserved neighborhoods in a lower cost approach without sacrificing service and sales.
Service Credit Union in Portsmouth, New Hampshire, won in the Contact Center/E-Support Operations category (assets over $500 million) for their “Global Contact Center” entry. Service Credit Union was able handle a 50% increase in call volume due to an outdated IVR and still achieve a high level of service. They identified the most common IVR transactions and implemented feature in their phone system which offered these common transactions while callers were on hold for their contact center. This allowed members a convenient self-service option and diverted a call that would have engaged a contact center representative. Service Credit Union was able to improve the member experience and their Contact Center performance by implementing this feature.
Heritage Federal Credit Union in Newburgh, Indiana, won in the Miscellaneous category (assets over $500 million) for their “Loans on the GO! Mobile App” entry. Heritage Federal Credit Union worked with their mobile provider to create a custom mobile lending solution. Their design focused on the mobile member perspective to enhance the member experience, as opposed to a processing perspective. Through this new channel, Heritage has been able to generate over $700,000 in loans in six months from their mobile membership.
Members Choice Credit Union in Ashland, Kentucky, won in the Sales and Service Management category (assets $150-$500 million) for their “Excellence in Service through the Customer Care Chain” entry. Members Choice was able to exceed both their membership and asset growth goal by implementing their Customer Care Chain. This holistic approach to service focused on five primary areas: Staying connected and current; Continuous contact with members; Clear communication; Community Collaboration; Dealing with challenges and concerns. The program was implemented during a downturn in their local economy and created growth despite major layoffs by large employers.
Dupaco Community Credit Union in Dubuque, Iowa, won in the Sales and Service Management category (assets over $500 million) for their “Building a Successful Sales Culture” entry. Dupaco Community Credit Union created a training program to assimilate employees from a merger into their culture. The focus was placed towards onboarding employees and was so successful it became a requirement for all new employees. From orientation to ongoing coaching in the field, Making Connections is a three part training over 1 year aimed at maximizing employee engagement. The engaged employees have been able to drive an increase in services per member, increase the percentage of members with checking and decrease the percentage of single service households.
CFCU Community Credit Union in Ithaca, New York, won “Best of Show” for their Miscellaneous “CFCUniverse – CFCU Community Credit Union's New Intranet” entry.
CFCU was able to incorporate culture, communication and employee engagement in the creation and roll out of their new intranet, CFCUniverse. This approach lifted the intranet from a communication tool generally managed by IT to a critical tool for success managed by every department. Engagement with the new intranet is measured on an ongoing basis to monitor both usage and navigation of the site. The results have been amazing and reflect the CFCUniverse is getting and keeping employees engaged.
CUNA Operations, Sales & Service Council Conference was co-located with CUNA Technology Council Conference. CUNA Technology Council’s Excellence in Technology Awards were also presented during the ceremony.