A comprehensive exam is included through CUNA CPDOnline. Additional exams can be purchased for $24.50 each.
What is Member Service:
- Describe what it means to me "member-centric"
- Explain the components of motivation that lead to a positive attitude
- Describe how the way you look and act conveys your professionalism
- Describe the basic elements in successful communication
- Identify how your current job fits in your future career path
Not for Profit Not for Charity But for Service:
- Explain the importance of long-term relationships with each member
- State the importance of understanding the consultative selling approach
- Explain how different departments in the credit union help you to provide quality member service
- Describe why you need to expand your knowledge of your credit unions products and services
- Demonstrate your knowledge of teamwork skills
Building Member Service Skills:
- Discuss how members diverse backgrounds impact their financial service needs
- Predict likely needs based on age and life stage
- List, in order, the seven steps for providing service
- Describe the three key ways to ensure accuracy in your transactions
- Explain why discretion and confidentiality are key aspects to member service
Technology as a Member Service Tool:
- Discuss the technology in your credit union that supports member service
- List the computer applications that you use daily, and the people to go to if you have questions about those applications
- Identify the steps of proper telephone etiquette
- Describe how technology, teamwork, and member service are related
- List different types of self-service options members use to conduct transactions
Member Service Challenges:
- Recognize stress and describe the main causes of stress
- Discuss appropriate coping skills for responding to stress
- Explain why it is important to resolve conflicts
- Adapt the seven steps for professional member service to resolve conflicts and handle complaints
- Describe important workplace skills to help you cope with stress and conflict