Even in the information age, many credit union members lack the financial information they need to answer life’s questions. A plethora of sources will let members find their credit scores, but few help members understand what their score means for their financial goals, how it is impacted by their day-to-day finances and how they can improve their money habits.
Lacking clear-cut financial information on how to meet financial goals, many credit union members are turning to their credit unions as a credible source of financial information to get their questions answered. This is the case at First Community Credit Union (Houston) where Andrew Meese, AVP of staff development, is filling this market need and differentiating the service they offer by enabling the front-line staff to have real-world conversations with members about everyday money matters.
With the goal of improving member service, Meese assessed the types of financial questions his members had: “The majority didn’t warrant members setting up separate appointments with financial counselors: instead, the members would be better served during the same visit by receiving real-time financial solutions.” First Community Credit Union needed a training solution that would empower member-facing staff of all experience levels with the skills and confidence needed to guide members to financial well-being.
Flexible training to build financial expertise
First Community Credit Union does not have a specific financial services department that provides financial counseling, but by using the webinars and content included in CUNA Training Bundle, they are able to provide comprehensive training for member-facing staff using CUNA Financial Counseling Certification Program (FiCEP). First Community Credit Union offers trainings as day-long seminars or hosts breakfast and lunch trainings to fit the scheduling needs of staff. After completing the program, employees can confidently handle everyday financial questions about repairing credit scores and understanding cash flows to set up effective budgets.
“We have more tools and resources for our team, and it’s a great benefit for our real-world conversations,” says Meese.
FiCEP is designed to teach learners to develop empathy and provide actionable ways for credit union members to improve their finances. After completing the program, trainees can showcase their mastery of expert level topics and skills by becoming a Certified Credit Union Financial Counselor (CCUFC).
On-demand training that supports strategic initiatives
First Community Credit Union has incorporated financial counseling training into their long-term strategic planning to achieve higher member engagement. The plan is to have the entire organization complete CUNA FiCEP to develop financial expertise organization-wide and build stronger member relationships by better serving their needs. With CUNA Training Bundle, First Community Credit Union can meet this goal cost-effectively because they have access to on-demand training for their entire staff for one, all-inclusive price.
Build expertise across all function areas
CUNA Training Bundle enables you to approach improving the member experience holistically by offering unlimited, extensive training for your entire staff across all credit union function areas. Training options include professional designations in highly sought-after technical skills in addition to financial counseling—like compliance—to bring a high-level of expertise to your credit union.
Visit us online to learn more at cuna.org/trainingbundle