Grace Munoz recognized the benefits of using Easy Simulations video exercises for assessing teller applicants from the moment she arrived at First Light Federal Credit Union.
But the vice president of human resources for the $837 million credit union in El Paso, Texas, also envisioned the tool’s ability to improve performance and retention.
By identifying applicants’ developmental gaps and incorporating the results into its mentorship program, First Light Federal reduced tellers’ turnover rate from 60% to 15%, cut proofing and deposit errors by 64%, and trimmed outages by 63%.
The program assesses skills such as customer focus, cash handling, following procedures, and sales.
“With the new program, tellers don’t have to sink or swim,” Munoz says. “We’re really investing in these people—investing in their success. Their success is our success.”
Credit Union Resources partnered with employment Technologies Corp. (ETC) to offer Easy Simulations. Credit unions can administer the Web based tool onsite or remotely, and instantly access the results—then tailor training to the varied experience and expectations of promising candidates.
“If we recognize and accept these differences, and focus teller on boarding and development around these differences, then we will achieve performance gains faster and more successfully,” ETC President Joseph Sefcik Jr. says.