Better Experience Action Items

  • Facilities

  • Action item
  • Select date

  • Location leader

  • Action item
  • Select date

  • Marketing

  • Action item
  • Select date

  • Member Experience

  • Action item
  • Select date

Member Experience

  • Entrance is welcoming: Doors are branded, operational and clean

  • Well done

  • Picture

  • Review outside signage: [signage is on (lite), in good shape (clean), other comments (trees blocking etc)]

  • Well done

  • Picture

  • ATMs (exterior/lobby/drive-through): clear of debris, fully stocked with envelopes, clean (keypad/screen)

  • Well done

  • Picture

  • Location is welcoming and ready to serve. Active lobby management, all employees are dressed professionally, adhering to dress code and wearing name tags. <br>Examples of lobby management: employees interact with members when they are in line as they are walking by. Members are invited to the wicket (puts members at ease and that employee is ready to serve). Lights are on in all the offices.<br><br>Iron mountain bins are located in a discreet location

  • Well done

  • Picture

  • Lunchroom posters: Eye on Q and Sales Tracker are being used. Current data and accurately completed.

  • Well done

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  • Banking line up: when the line up exceeds 2:1, other employees call members from the line up. Line up has good flow - members know where to wait. Members are asked if there is anything else we can help them with and thanked for their business. Banking representatives are using IM for communication with teammates.

  • Well done

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  • Member facing workspace standard. <br>Why do we have a standard? <br>-Aligning with our keeping it simple brand, we want to create a fresh clean store front. A space where members are able to focus on meaningful conversations rather than personal decor.<br>-We want to create a consistent simple member experience and we know that a large part of that experience is what people see. We want our offices to be clutter free<br>Point #3 is a work in progress, as we paint locations, personal items will no longer be hung on our walls. Employees will be provided one holder for the credential of their choice.

  • Well done

  • Picture

Marketing Engagement

  • Marketing collateral:<br>Review poster holders for wear and tear<br>Current campaign material displayed

  • Well done

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  • Local initiatives: use of branded templates

  • Well done

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Continuous Service Improvement

  • Adoption of inter brand (Valley First/ Envision Financial) transaction process

  • Well done

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