Doug Samuels (standing ) with
SCCU call center ‘s top performers (seated) Tommy Zapata, Marie
Pruitt, Meredith Vernon, Andrea Gordon and Shawn Pence.
who possess the aptitude to “get it, do it and share it” – the three core employee characteristics sought by SCCU’s managers – the applicant-screening process is rigorous. In fact, on average over the past four years, SCCU hired only 1.03 percent of its total number of applicants. “In determining these core employee characteristics, we asked
ourselves, ‘Who are the successful people in the company and what traits do they possess that we want to clone?’” says Samuels. “We found that the common characteristics of good employees were those who understood the value of their work (get it), are action-oriented and up for a challenge (do it) and can communicate information with an understanding that everyone is accountable to each other (share it).” And at SCCU, aptitude screenings don’t stop at the door. Specifically, all employees are subject to monthly performance
reviews to encourage frequent coaching between managers and employees, and allow high-performing employees to receive incentives, such as pay raises and promotions, on a regular basis. “Smart people doing smart things,” is what it all boils down to, according to Samuels.
Effective and Efficient Working to improve operational efficiencies to best serve the
unique needs of its members also is a primary focus of SCCU. An example of this is the credit union’s Express Services,
which was put in place in 1997 to serve members who have high demands on their time. While it’s typical for an individual to wait 30 to 40 minutes in a branch to apply for new loans or accounts, with SCCU’s Express Services the wait time is nearly eliminated. Using personal phones
“Understanding that we have a responsibility to solely meet the needs of our members keeps us grounded and focused and helps us to avoid undue risk.”
spacecoastbusiness.com OCTOBER2010[33
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