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CU System
OpSS Council honors two CUs best practices
MADISON, Wis. (10/7/10)--Two credit unions received the sixth annual CUNA Operations, Sales & Service (OpSS) Council’s Best Practices Awards, which recognize innovative solutions optimizing credit union performance. The winners were recognized during the council’s 13th annual conference, Sept. 29-Oct. 2 in Las Vegas.
Click to view larger image Olin Community CU, Bethalto, Ill., won a Best Practices Award from the CUNA Operations, Sales and Service Council (OpSS). From left are Jennifer Lehn, CUNA OpSS Council chair; Brenda Jackson, vice president of branch operations, Olin Community CU; and Steve Langley, CUNA OpSS Council Conference Committee member.
Click to view larger image Red Canoe CU received a Best Practices Award from the CUNA Operations, Sales and Service Council (OpSS) during a recent conference. From left are Jennifer Lehn, CUNA OpSS Council chair; Michelle Trekas, training specialist and Rodney Snyder, associate vice president of branches and sales, both of Canoe CU; and Steve Langley, member of CUNA OpSS Council Conference Committee. (Photos provided by CUNA)
Olin Community CU in Bethalto, Ill., won in the Sales and Service Management category for its sales and service culture. Olin’s strategy includes:
* Organization-wide training; * A comprehensive products and services manual; * Referral goals and incentives; * Coaching; * System integration; and * A monthly newsletter.
As a result of the credit union’s efforts, members increased the number of products per household they use and the credit union saw growth in membership, assets, shares (12.69%), and loan growth (8.31%). Red Canoe CU in Longview, Wash., also won in the Sales and Service Management category for its creative sales and service culture. Red Canoe’s strategy includes:
* Incentive structures; * Creative follow-up training; * Internal campaigns; * An intranet-based sales blog for managers and staff; * Quarterly management “Segway” meetings; and * Staff recognition.
Red Canoe’s closed referral ratio is 20.54%--205% of its goal. It brought in more than $7 million in competitor buyouts. The credit union also added loan protection on 59.61% of its consumer loans, exceeding its goal of 40%. Red Canoe also brought in 49% of its home equity line of credit loans, which exceeded its goal of 25%. The OpSS Council Best Practices Awards identify, recognize and share new approaches and solutions with universal application in the credit union movement. Winners were chosen, without regard to credit union asset size, based on strategy, process, application and results.
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