As one of Colorado's oldest CU's, Westerra Credit Union (WCU) has grown to become a powerhouse in the region. Being that WCU is also part of the Co-Op family of credit unions, the daily business was anything but normal.
Outside of the basic transaction requests, a staffer needed to know not only the general rates of all WCU products, but that of our local competitors in order to persuade and maintain a satisfactory level of referrals. Knowledge and the ability to sell is key here when being asked to produce.
There is a vast lack of education on product's. The training department holds boot-camp style education sessions in hopes of building up knowledge among the branches, but this fails due to the lack of sales training. Management has pushed harder for auto-recapture programs (being secured debt), but the underwriters make it difficult to process, requesting higher credit scores and higher amounts of income - but that is not whom we serve anymore.
Management as a whole lacks the ability to effectively manage. Directors and Management above Regional hardly visit the branches, there is little-to-no knowledge as what their positions are accountable for, and when there is an emergency, most of these officers just pass the buck to someone else.