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If you are running late, calling in, or need to request a day off, you should reach out to BOTH of these individuals.
Who is Megan Thomson & Courtney Hazen
Each employee creates 3-5 of these monthly and are required to be completed before your next scheduled 1:1.
What are ACTION ITEMS
What time should you be logged into your computer in the morning?
What is 8:30 AM.
When there are 3-4 employees on the teller line 1 employee should...
What is Lobby Lead
When and why should each employee sign into their office computer?
Who should clear the building each morning?
The first person to pull into the branch that morning, once another individual arrives.
All of these should be completely stopped when a member is in front of you or a peer.
What are side conversations
You should use a members name __ times per interaction.
What is THREE!
Beginning, during, end
What are the 5 employee competencies
1. Communication
2. Teamwork
3. Operational Efficiency
4. Initiative
5. Service Commitment
EAP is a __________ program for all employee.
These are required two days after each new membership...
What are EMA FOLLOW UP CALLS
Provide me 3 open-ended questions you should ask every member
1. How are you today?
2. Any fun plans for the upcoming weekend? / Any fun plans this past weekend?
3. Anything else we can do for you today?
Each member is ________. The same products and services do NOT benefit each member.
What is UNIQUE
If there is free-time, what are employees excepted to do?
- Create new membership folders
- Call Lists
- Clean Branch
- EMA Calls / Loan Queue Calls
- Business Outreach
Employees should be checking their ________ _______ at least weekly to ensure they are on track for the quarter and for the year.
What are Personal Goals
When should you greet a member?
Immediately once the door opens. That is what sets us apart from other financial institutions.
What is the best method of communication throughout the day?
What is JABBER!
Who is required to complete the audit packet each month?
Who should create and schedule huddles throughout the year?
EVERYONE - this is a good initiative for everyone to take (at least quarterly 😎 )
What are two things you should review each hour (or more frequent) of the day?
1. Outlook (email)
2. Jabber
What is the employee order? Who should you reach out to first with questions?
Ithaca: Sofia > Hayley > Michael > Mairi > Courtney H > Megan
Spencer: Jennavieve > Courtney D > Melissa > Courtney H > Megan
Each required EMA Follow Up Call should include the following:
1. Asking if the member has any questions you did not cover during the acct opening
2. Discussing the benefits that you think will best fit their needs
3. Survey - if not yet completed
4. Refer-A-Friend
5. Master the Membership - did you get ALL 7 products/services? If not, now is your time to shine
What are some things employees SHOULD NOT do during free time?
- Scroll through social media / use cell phone
- Use work computers for personal matters (i.e. shopping)
- Gossiping
To our members - we will provide value and relevance.
To our community - we will be a leader and provide a positive impact.
To our employees - we will be a premier organization and provide opportunities for career advancement.
What is our Mission Statement