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Sales Training for MSRs and FSRs

November 5th, 2013 9:00 AM – November 6th, 2013 4:00 PM

Special discount pricing:  Two days of training for the price of one

This training session is designed for Member Service Representatives and Financial Service Representatives who would benefit from a systematic approach to the skills, activities and behaviors that help to enhance the member experience, grow wallet share and cross-sell. 

  The two-day class will contain the following elements:

  • Creating an exceptional member experience
  • Understanding member needs
  • Introduction and application of a proven member interaction model
  • Leveraging a questioning strategy that leads to uncovering more member needs
  • Being a member-centric needs-based FSR or MSR
  • Developing follow-up routines and behaviors
  • Partnering with tellers

This class will provide the participants with the confidence and the acumen to have better interactions with their members, leading to greater share of the wallet and greater member loyalty.  Your credit union probably has a great reputation for service with your membership, but if you’re like other credit unions, you don’t attract or retain your fair share of the wallet. 

Your FSRs and MSRs must be adept at helping your members achieve their financial goals and objectives while simultaneously recommending your products and services as solutions.

While for-profit banks have had a long history of equipping their bankers to be better at selling bank products, credit unions must equip their front line team to win back that business and help their members be financially successful.   This training will help your team achieve your credit union’s goals and your members’ goals.


Nick Koumentakos is Chief Services Officer for the MD|DC Credit Union Association focusing on the association’s Signature Events, Training, and Strategic Partnerships.

Prior to joining the association, Nick led the Sales and Service activities in the Mid-Atlantic for a top 10 financial institution. Nick partnered with a cross-functional team in developing the process that reduced new member attrition and increased and accelerated new member adoption of products and services. In addition to growing share of the wallet and service satisfaction, Nick also managed the sales training and coaching function.

A certified coach, trainer and instructional designer, Nick is adept at introducing practical and repeatable behaviors to help turn inconsistent performance into consistently higher results. With more than 25 years of sales and service experience, Nick brings contagious passion for excellence to all of his participants.

8:30 a.m. - Signing in, networking, light breakfast
9:00 a.m. to 4 p.m. - Training
Lunch will be provided.

Tuition Reimbursement – New Asset Ceiling Eligibility!
Maryland and D.C.-based credit unions with up to $150 million in assets may be eligible for up to 75% educational reimbursement from the Credit Union Foundation of MD & DC. For details and an application, visit or contact Training Director Diane Pinter, or 443-325-0779.



MD & DC Credit Union Association
8975 Guilford Road
Suite 190
Columbia, MD 21046

Event Info


November 5th, 2013 9:00 AM – November 6th, 2013 4:00 PM


MD & DC Credit Union Association
8975 Guilford Road
Suite 190
Columbia, MD 21046


Phone: 443-325-0772

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