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My name is Karen and I am CUES.

My very first job was at a credit union. I worked as a teller during the day and went to school at night. I worked the drive thru, and then was promoted to MSR/loan officer. Later, I worked for a bank, where I was a branch manager, and then an assistant vice president/branch manager.

I’m glad I was able to come back to the credit union world. Since I have worked at both, I can definitely say I prefer credit unions over banks. The banking world made me tough, but bankers don’t share. I like being part of the credit union industry; I can call a peer anywhere in the country, and get advice. You simply would not see that in the banking world.

That’s what I love about CUES and the credit union industry; we don’t mind sharing with each other.

In 2007, we started the ServiStar® program with Mike Neill of MNA Consulting, Inc., Atlanta. That’s how my current position was created; as the Director of Retail Service and Solutions, I work with everyone in the credit union. I enjoy my job a great deal.

ServiStar has been an invaluable service to us, a very positive experience. We didn’t have anything even similar to the ServiStar program before. We’ve seen significant change in our internal and external service since implementation. We’ve seen changes in behaviors…for example, we used to have the “employee” and “manager” relationship.  Now, our “managers” are “coaches,” and they are developing their people. As a coach, you help your employees grow. You allow them to make mistakes, and then direct them in how they should do something instead. That brings about improvement, and employee growth.

When we first started with ServiStar and my position was brand new, what helped me on a personal level was being able to call the ServiStar alumni emeritus. We were starting from scratch, and to be able to pick up the phone and call one of them for advice was an incredible help in our program. I have since become a ServiStar alumni emeritus, and I get great pleasure in helping other credit unions move forward in their programs.

I’ve met some amazing people at both CUES School of Sales and Service™ and the ServiStar Users Group. Attending allowed me to develop some great professional relationships with my peers, and the networking and sharing have been amazing.

I look forward to receiving Credit Union Management™ magazine each month. Just recently, there was a coaching article. And, I’ve also found articles on ways to market and sell to Generation Y which have been of great benefit.

I have encouraged so many others to join CUES. The professional development I get through the schools is invaluable, and CUES is staffed with people who are just outstanding. My membership is valuable on a regional and national level; the CUES Florida Council provides local connections, and the national schools are incredible, too.

As I look ahead, my professional goal in the very near future is to become a VP, maybe VP of Sales and Service. I will continue to attend the different CUES schools; there are so many opportunities for me to learn and develop my skills.

My name is Karen, from 121 Financial Credit Union, and I am CUES.