Member Service Representative Training

End to End Instructor-Led Training

The Client

My employer, a succesful mid-sized credit union, operates twenty-six regional branches. They need agile training that can scale up as they adopt a federal charter and expand their geographical footprint.

The Challenge

Before this project, my employer faced significant challenges around training consistency and efficiency. Each branch had its own set of policies and procedures, leading to inconsistency across the organization. With a centralized training department, this fragmentation created an overwhelming challenge for training staff consistently and equipping them with essential skills.

Another key issue was the lack of member service-focused training. Previously, training was purely operational, focusing only on procedures, and failed to address the development of crucial interpersonal and customer service skills. There was also a clear need for integration of learning science principles to increase knowledge retention, engagement, and real-world application of skills.

Goals & Learning Objectives

Working closely with SMEs, L&D practitioners, and managers, we defined clear and measurable learning outcomes for new Member Service Representatives (MSRs). The program's objectives included:

Equip MSRs with the knowledge and skills to succeed in customer-facing roles
Standardize policies and procedures across all branches to create consistency
Apply learning science principles to increase retention and real-world application
Integrate member service skills into training alongside operational tasks.

The resulting deliverables included:

Model of Performance

A detailed breakdown of the skills and knowledge required for MSRs to perform their job

Model of Learning/ Design Document

A learning roadmap that translated the Model of Performance into actionable lessons with bridging strategies for on-the-job learning and mentoring

Standard Operating Procedures

A standardized template, plus three collaborative examples, for creating SOPs that would be used across the organization, ensuring uniformity and clarity

Facilitator Guides

Guides for trainers, including learning objectives, assessments, facilitation tips, and pacing guides to ensure consistency

Participant Workbooks

Interactive study guides that combined visual and text-based content to accommodate diverse learning styles

Slide Decks

Visually appealing and accessible slides designed for trainers and participants to reinforce key points and ensure a consistent learning experience

Interactive Applications & Assessments

Engaging activities such as role plays and scenarios designed to ensure knowledge transfer and application in real-world contexts

Job Aids

On-the-job learning aids to support continuous development, accesible on our Knowledge Mangagement system

eLearning & Multimedia

Created & Updated videos and eLearning modules to provide blended learning opportunities

From concept through launch, I established the instructional design process for the department, implementing the full scope of the ADDIE model. I researched and developed standardized templates for facilitator guides, participant workbooks, slide decks, and job aids, and created standard operating procedures to help scale the process for the department. Drawing on my expertise in instructional design, current learning science, and adult learning principles, I designed the Member Service Representative Foundations program to be effective, engaging, and responsive to the diverse needs of participants. In addition to building the process, I also supported the development of trainers at varying levels of experience, ensuring every phase of the project contributed to a comprehensive and sustainable training experience.

The Impact

Staff Trained

Over 200 learners have completed the training program, with increased retention and high confidence in the role
MSRs are now highly engaged, with other staff requesting to undergo the same training

Business Outcomes

No requests for training repetitions, which happened in the past, indicating that the program successfully prepared MSRs for the job.
Positive feedback includes participants feeling well-prepared for their roles and reporting a more consistent experience across branches.
With curriculum solidified, we are starting to revamp the mentor program and provide more resources for on the job training.

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