Know the Level
A team member can effectively discuss features and benefits of products and services, including e-services and digital payment services. Which level does this align with?
What is the Proficiency Level
A member asks about digital payment options. The team member confidently explains the features and benefits and helps the member understand how the service could fit their needs. What guideline is being demonstrated?
Proficiency: effectively discussing features and benefits of products/services, including e-services and digital payment services.
A team member has completed required training but still has frequent unresolved out-of-balance issues. What Learning level expectation is not yet being met?
Limited unresolved out-of-balance issues.
Your MER has completed required training and is beginning to work independently. They are technically capable but do not consistently identify opportunities to discuss ACU products. What is one behavior you would coach next?
Consistently identify and act on appropriate cross-selling opportunties that impact ACU’s strategic goals. DOUBLE jeopardy… Give an example of what your conversation to the team member would sound like.
True or False: Completing required training automatically means a team member is at Proficiency.
False. Training completion is part of Learning Level; Proficiency requires demonstrated behavors and skills such as effective conversations, product knowledge, and role-specific competence.
A team member has completed required courses with a passing score of 80% or higher. Which growth level does this primarily represent?
What is the Learning Level?
A team member consistently identifies appropriate opportunities to connect members with ACU products that support strategic goals. At the next level, what additional behavior would demonstrate Excellence?
Show leadership with cross-selling ACU products that impact B2B strategic goals.
A team member can open new accounts with limited assistance but has repeat NAIL exceptions. What proficiency expectation is missing?
No repeat NAIL exceptions
A team member is strong at opening new accounts but still needs assistance with consumer loans. What coaching question could help them move toward Proficiency?
What part of the loan process do you feel least confident handling independently, and what would help you build that skill?
Two team members both completed their required training. Team member Kelly performs tasks independently but rarely cross-sells. Allison cross-sells consistently but still has repeat processing exceptions. What should the manager do?
Coach each team member on the specific gap. Kelly needs development in consistent cross-selling; Allison needs to eliminate repeat exceptions before demonstrating the applicable Proficiency expectations. DOUBLE JEOPARDY: Role play with these 2 team members and let us hear how your conversation would go.
A team member shows leadership with cross-selling ACU products, has no overall performance issues, and supports team members in their efforts to serve on an HPT. Which level?
What is the Excellence Level?
An MEP uses FiCEP skills to coach members and community members around financial wellness needs. What growth guideline is this demonstrating?
Proficiency: Coach and assist members and community with financial wellness needs using FiCEP skills.
A team member can process consumer loans with limited assistance but has repeat loan excepetions and has not yet passed the assigned lending skill assessment. What 2 proficiency expectations are missing?
No repeat loan exceptions and passing the assigned lending skill assessment test.
A team member has reached technical proficiency but is not yet showing leadership or helping others grow. What would you coach them toward at Excellence?
Leadership behaviors - such as showing leadership with cross-selling, supporting HPT efforts, or, for MEPs, encouraging and motivating others.
A manager says, “I know they’re ready for the next level because they’ve been here long enough.” What is the coaching issue?
Time alone is not the evidence. Managers sbhould look for the specific behaviors, skills, assessments, performance expectations, and consistency described in the applicable growth level.