Policies and Procedures

How Marine Federal Credit Union Keeps Employees Informed and Trained with Employee Support™

How Marine Federal Credit Union Keeps Employees Informed and Trained with Employee Support™

Marine Federal Credit Union leverages SilverCloud’s Employee Support™ to keep employees informed and trained so they can easily and quickly find information to do their jobs. Watch this 15-minute interview – courtesy of CUbroadcast – with Marine Federal Credit Union Training Coordinator, Stephanie Bailey, to hear how SilverCloud delivers information to the fingertips of this…

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Empowering Your Staff to Deliver the Experience Your Customers and Members Deserve

Empowering Your Staff to Deliver the Experience Your Customers and Members Deserve

Your customers and members need you now, more than ever. They need answers and they need to connect with someone that addresses their questions and concerns with confidence and clarity. A June, 2020 survey of over 120 credit union contact center leaders conducted by Strategic Contact found that: 93.5% of contact center leaders report an…

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Marine Federal Credit Union Shares 5 Favorite Features of Employee Support™

Marine Federal Credit Union Shares 5 Favorite Features of Employee Support™

Marine Federal Credit Union started with eight people in 1959, and today serves nearly 100,000 members across North Carolina, Virginia, and South Carolina. With 15 branch locations, Marine FCU strives to deliver convenience to their members with new technology and exceptional member service. Marine Federal Credit Union recognizes that excellent member service begins with the…

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5 Must-Haves for Effective Banking Knowledge Management Software

5 Must-Haves for Effective Banking Knowledge Management Software

A common issue afflicting many banks and credit unions is knowledge management. Policies, procedures and employee guides are hard to find, follow, and use — and even harder to manage. The situation has become exacerbated with many banking employees working remotely amid the Coronavirus crisis, and therefore no longer as easy to rely on asking…

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How To Support Bank and Credit Union Employees During the COVID-19 Crisis

How To Support Bank and Credit Union Employees During the COVID-19 Crisis

As individuals and businesses face new financial challenges amid the Coronavirus pandemic, there has been an outpouring of questions from the consumer and business banking community. The need for banks and credit unions to step up and provide digital support is greater than ever. With that, the very core of how people bank in the…

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4 Major Impacts of Poorly Written Policies and Procedures

4 Major Impacts of Poorly Written Policies and Procedures

When policies and procedures are not easily accessible, not written with an end consumer in mind, and not consistent across channels and branches, there are a number of negative repercussions that can affect a bank or credit union: Compliance One of the major issues with inconsistent policy and procedure documentation is the compliance risk it…

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Success Story: Jefferson Financial FCU Solves Procedure Management Challenge with SilverCloud Employee Support

With 12 locations serving more than 50,000 members across southern Louisiana and Alabama, Jefferson Financial Federal Credit Union has been a staple of their community since 1966. Operating with a frontline staff of 105 employees, Jefferson Financial FCU takes great pride in providing excellent service to its members. When Jefferson Financial Federal Credit Union set…

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4 Ways A Centralized Content Strategy Will Improve Your Employee Training Program

4 Ways A Centralized Content Strategy Will Improve Your Employee Training Program

Reduce onboarding time, decrease employee frustration, ensure consistent delivery, and quantify effectiveness.   A centralized content strategy is at the heart of successful employee training. In this post, we outline 4 ways it can transform how your financial institution trains, retains, and ramps up frontline employees for success – so you can spend less time…

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