CUNA News
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • Topics
    • Community Service
    • Compliance
    • Credit Union Hero
    • Credit Union Rock Star
    • Credit Union System
    • Directors
    • Human Resources
    • Leadership
    • Lending
    • Marketing
    • Operations
    • Policy & Issues
    • Sales & Service
    • Technology
  • Credit Union Magazine
    • Buyers' Guide
    • COVID-19
    • Digital Edition
    • Credit Union Hero
    • Credit Union Rock Star
    • Subscribe
    • Advertise
    • Contact
  • Advertise
  • Awards
    • Nominate Credit Union Hero
    • Nominate Credit Union Rock Star
  • Podcasts
  • Videos
  • Jobs
  • Contact

News

Home » Everyone is an MSR
Operations

Everyone is an MSR

Create engaged employees to drive members’ success.

March 25, 2019
Bill Merrick
No Comments
Everyone is an MSR  115799

Regardless of your job title, you’re a member service representative (MSR), says Jeff Rendel, principal of Rising Above Enterprises.

That’s because members’ success is the end goal, and all credit union positions support that goal in some way.

Creating engaged employees who can deliver on this promise requires two steps, says Rendel, who addressed the 2019 CUNA Marketing & Business Development Council Conference Saturday in Las Vegas:

1. Get strategy out of the board room and into the whole credit union.

“Every job has great strategic value,” Rendel says, “and every job affects members’ and the credit union’s success. It’s up to us to discuss, lead, and show this to staff.”

Rendel is a proponent of employees taking ownership: treating their jobs as their own business and thinking like entrepreneurs.

“The goal is always BTTY: Better today than yesterday,” he says. “Employees are the experts—the ‘owners.’ Ask them what works best. Get uncomfortable when there isn’t change.”

2. Capture the collective wisdom of the next generation.

Find and invest in your high-potential employees, Rendel advises. Create professional development opportunities and two-way mentorships, and give these employees longer-term, cross-functional projects.

Doing so will provide experience and growth opportunities.

“Consider building a department of innovation to harness staff’s ideas address real business issues,” he says. “Leaders can’t wait for ideas to come to their desks.”

► Visit CUNA News for more conference coverage, and get live updates on Twitter via @CUNA_News, @cumagazine, @CUNACouncils, and by using the #MBDCouncil hashtag. Learn more about the CUNA Marketing & Business Development Council, a member-led professional society for credit union executives, at cunacouncils.org.

KEYWORDS CUNA MBD Council member experience

Post a comment to this article

Report Abusive Comment

Credit Union Magazine: Winter 2022

Winter 2022

Credit Union Magazine’s Winter 2022 issue highlights data-driven marketing, the board’s role in cybersecurity, elder abuse scams, credit unions’ auto lending advantage, and more.
Digital Edition •  Subscribe

Trending

  • House passes CUNA, League-led board modernization bill

  • CFPB issues CUNA-opposed proposal on credit card late fees

  • Key committee leaders supportive of credit union priorities

Tweets by CUNA_News

Polls

Vote for the 2023 CU Hero of the Year

View Results
More

Champion for the Credit Union Movement

Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.

More CUNA

  • Membership
  • Contact Us
  • Careers

Resources for

  • Credit Union Advocates
  • Leagues
  • Press
  • Providers

Our Affiliates

  • American Association of Credit Union Leagues (AACUL)
  • Credit Union Awareness
  • Credit Union House
  • CUNA Strategic Services
  • National Credit Union Foundation
GET CUNA UPDATES
© 2023 Credit Union National Association | ADA Compliance Notice & Legal
Email Us