Leadership training and member engagement: A CU success story

Lafayette Schools Credit Union is a financial institution with big priorities. The credit union has experienced the value of training its employees, and it continues to invest significantly in growing its employees into leaders.

“I think about the mid managers who report directly to me, and I see growth” said Connie Roy, CEO of Lafayette Schools Credit Union. “They seem encouraged, and they’re learning to lean on other leaders in the credit union who have similar issues.”

That wasn’t always the culture at LSCU. Like most financial institutions, LSCU hired more people as the credit union grew. However, as the number of employees increased, the level of cohesiveness across the organization declined. So did the level of service.

No financial institution can afford to deliver unsatisfactory service – especially one heavily impacted by the bust of the oil and gas industry not that long ago. On The Mark Strategies helped LSCU management craft a customized member engagement program which defines specific service standards and staff expectations.

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