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OpSS Council honors five CUs for best practices
MADISON, Wis. (10/3/11)--Five credit unions were honored with the seventh annual CUNA Operations, Sales and Service (OpSS) Council’s Best Practices Awards, which recognize innovative solutions optimizing credit union performance. The award winners were recognized during the council’s 14th Annual Conference, Sept. 25-28, in San Antonio. Oregon Community CU, Eugene, Ore., with $983 million in assets, won in the Sales and Service Management category for its 360 Training: Excelling in a Sales Culture program, which employs:
* Organization-wide training; * Product-knowledge workshops; and * An incentives program.
With 360 Training, Oregon Community CU increased loan growth by 8.5% and deposit growth by 3.15%, both of which exceeded goals. Travis CU, Vacaville, Calif., with $1.8 billion assets, won in the Sales and Service Management category for creating, cultivating and sustaining a sales-and-service culture. The strategy includes:
* Retail sales managers to ensure service standards accountability; * Development of a formal sales training program; and * Creation of “Travis Intelligence” to analyze sales efforts.
This credit union is expected to exceed its goals in the number of new direct members and increase in wallet share. SouthPoint FCU, Sleepyeye, Minn., with $23 million in assets, also won in the Sales and Service Management category for its Service Points of Excellence Program, which includes bi-weekly coaching sessions and member and staff surveys. In addition to increasing positive feedback from member surveys, the Service Points of Excellence Program helped improve overall cross-sells. WestStar CU, Las Vegas, Nev., with $135 million in assets, won in the Miscellaneous category for hosting two job fairs for its members. The fairs:
* Were held in Las Vegas and Reno, two economically hard hit areas; * Allowed participating employers with open positions only; and * Permitted priority entrance to WestStar CU members.
With 4,300 jobseekers, 23 employers--which were WestStar SEG groups--and more than 1,000 jobs, the fairs helped more than 70 people gain employment and garnered the credit union local and national attention. FedChoice FCU, with $303 million in assets, Lanham, Md., also won in the Miscellaneous category for forming its Member Councils to gain insight on:
* Financial “pain” points; * Preferred communication methods; and * Product and service awareness.
FedChoice held nine meetings over three months. It has implemented suggestions made during the meetings, with additional changes in progress. The OpSS Council Best Practice Awards were created to identify, recognize, and share new approaches and solutions with universal application in the credit union movement.
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