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Minnesota CUs put member advocacy to work on front lines
ST. PAUL, Minn. (12/31/07)--Ten employees from six Minnesota credit unions graduated Dec. 11 from the Member Advocacy Pathways (MAP) program, which teaches staff how to help members through significant life events. MAP is offered through a partnership with Strategic Solutions and the Minnesota Credit Union Network (MnCUN). The program consists of nine modules. Upon completion, graduates receive the “Member Advocate” designation. “Staff’s lack of personal experience with many life events causes lost opportunities to recognize and provide appropriate solutions that really make a difference,” said Jeanne Murphy, Strategic Solutions president. “An enormous amount of potential business is lost, affecting the credit union’s bottom line, its competitive brand and member retention.” Through MAP training, employees learn how to identify with members’ situations. “By the end of the program, participants were able to ask the right questions to discover members’ unique needs and recommend customized financial solutions,” said Neil Christy, MnCUN vice president of education and credit union development.
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