If you want to invest in your card program, invest in your front-line employees, said Barney Moore, CSCU’s portfolio consulting services manager.
At a workshop prior to CSCU’s Solutions Conference in St. Petersburg, Fla., Moore and his team of consultants chatted with credit union leaders about employee engagement and how it improves card programs.
Engaged employees, Moore said, perform at a higher level and are more likely to promote your credit union’s products effectively.
Moore offered five “Es” for credit unions to better motivate their front-line employees:
And don’t forget to celebrate and encourage success with incentives, Moore said.
“Recognition is very important,” he said.
You can use financial rewards, but also creative intangible rewards such as time off, rock star parking, or even have the CEO do the employee’s job for a day, he said.