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Solutions That Work: Recap of the Onboarding New Members Training Session

Tue, Jul 16, 2013

Columbia, Maryland

Nick Koumentakos

Solutions that Work: Recap of the Onboarding New Members Training Session

With every new member the best high-touch solutions include:

1-33 Days: Branch Manager calls.  The purpose is to thank the member, ask about the service they received at account opening, and clarify any outstanding questions or concerns the member may have.

14-21 Days: Branch employee who opened the account calls.  The purpose is to ensure the member is satisfied, has no problems or questions, make sure the account activity is tracking to what was discussed at account opening and to ensure items such as checks, debit cards, or direct deposit have been received, activated or started as applicable.

45-65 Days: Branch employee who opened account calls.  The purpose is to review the activity.  Note anything that requires discussion or check-in with the member.  Check for satisfaction and answer any questions or address concerns.  Continue to explore member needs and take appropriate steps to follow-up on any future needs.

The above is just a small portion of what was discussed during our three-hour session.  If you have any questions, please call Nick at 443-325-0766 or email nkoumentakos@mddccua.org