UNBELIEVABLE
GNT
A member should be greeted within?
What is 5 seconds?
Even if a Lobby Leader is not present.
How many required Repository Huddles are to be completed each week?
TWO!
How often are one-on-one sessions completed?
MONTHLY!
All one-on-one sessions should be completed by the 10th of every month.
They should be scheduled, delving into behaviors, performance results, and potential areas for improvement, fostering a proactive approach to enhancing branch operations and individual growth.
Best-in-Class Member Experience:
Timely follow-up with our members is not just a courtesy - it's a crucial component of maintaining trust and fostering long-term loyalty.
Service Level Agreements (SLAs). Voicemail and Text Message (Eltropy) should be responded to in what time expectation?
End of same business day.
Email: 24 hours
Voicemail: End of same business day
Test Message: End of same business day
Open Case or Complaint: 24 hours
VOM survey-Member request call back: 24 hours
Partner Referrals to Branch (CRM): 24 hours
What behavior showcases "Sense of Urgency"?
What is match the member?
This is to be completed weekly, focused on product knowledge, relationship building skills, and Unbelievable experience delivery.
Weekly Sales Meeting.
This gives us the opportunity to coach our team directionally based on overall performance, and keep the team aligned on objectives. This meeting should be at least 45 minutes.
Coaching should be _________.
POSITIVE!
Community Driven.
At our Credit Union, fostering a culture of community involvement is central to our "_________" purpose.
"DO GOOD"
It is imperative that our branches actively engage in initiatives that align with this mission.
Our VPs should be allocating 2-4 hours a month for Local Community Partnership. Community events, charity drives, and volunteering initiatives. Playbook states, as schedule allows, ABM should do the same.
What time does the branch open and close?
*this is not a trick question.
What is 5 minutes early and 5 minutes late?
Observations and Coaching should be done when?
A) Daily
B) Weekly
C) Monthly
DAILY
ABMs should observe and coach to the desired behaviors daily, driving relationship building behaviors and Unbelievable member experience. All coaching should follow the Coaching Model from the Coaching Conversations Training.
What does SMART stand for?
Specific
Measurable
Attainable
Relevant
Timely
World Class Talent.
Recruitment and Onboarding is the first thing we think of when we hear "World Class Talent".
What is the importance of the Professional Development Programs?
VyStar takes pride in providing opportunities for employee growth and development, facilitating training initiatives that empower our team members to reach their full potential.
ABMs are encouraged to join community leadership meetings and trainings to enhance their leadership skills and build community connections. It is encouraged that we also join a leadership role in the community or become a member of a local board.
Name 2 of the expected unbelievable behaviors.
*This is part of White Glove but not specially the Great 8.
*Start with a smile.
*Providing directions with open palms, instead of pointing.
*Walking around the Pod.
*Walking member from an office.
*Greeting others in passing.
*Verify and confirm member requests.
*Coin machine assistance.
BCF documentation is vital for the success of our team. What does this partner with?
*Hint available if needed*
Corrective Action.
ABMs play a pivotal role in actively engaging with employee corrective action and disciplinary documentation processes.
In line with our organizational values, our environment should foster fairness, accountability and align with our company's principles. Ex: Attendance policy.
True or False
MQ reviews are completed weekly and "Coach the Coach" sessions are completed quarterly.
FALSE!
MQ reviews are expected to be conducted monthly, unless you have a specific RS that needs more frequent attention.
"Coach the Coach" sessions are expected to be completed monthly and saved in FL02 folder on the G:drive.
Growth for Good.
True or False.
Our "Growth for Good" strategy is a testament to our commitment to balancing success and purpose, underlining the importance of both financial growth and positive community impact as we shape the future of our Credit Union.
TRUE!
Name the Great 8 Commitments.
GNT - Greet, Name, Thank
How & Where
Sense of Urgency
Alternative Solutions
Culture of YES
Be Courteous, Friendly, and Empathetic
"World Class" Recommendations
Unbelievable Positive Close
DOUBLE JEOPARDY!
During Mid-Year and Annual Reviews, we rate our RSs on behavioral competencies. Name all 6.
Communication
Flexibility/Dependability
Member Service
Open to differences
Quality & Work Standards
Teamwork
Tell me how you would coach a RS who's "did wells" are 10+ VOM surveys but "next times" are low production of credit cards and loans.
Dive in on how they are successful with getting reviews. Asking them to explain their approach.
Can they use the same approach but with credit conversations?
Focus on desired behavior and how often.
This Strategic Playbook is based on 4 Key Pillars. Name one.
Best-in-Class Member Experience
World Class Talent
Community Driven
Growth for Good