From Training to Trust: Strengthening the Member Experience through Strategic Learning Investment

In today’s landscape of digital tool and product parity, what sets high-performing credit unions apart is the consistency and confidence of their people. That was the focus of our latest national system webinar, From Training to Trust: Strengthening the Member Experience through Strategic Learning Investment, where leaders from CCUA, Vision Credit Union, and Collabria came together to explore the role of learning in driving front-line performance and member loyalty.

We heard how credit unions are moving from passive training to strategic, performance-aligned learning. Mirren Harris, Vice President of Education and Professional Development at CCUA shared how its evolving platform provides scalable, role-specific development tools that credit unions can activate immediately. Amanda Leppard, Vice President of Banking Operations at Vision Credit Union walked us through Vision’s own transformation, where learning was embedded into scorecards and fully embraced by staff - from member service to the executive team - resulting in a 45% YoY increase in credit card sales.

Three clear insights emerged:

• Confidence is the foundation of better member conversations, and ultimately, stronger relationships.
• Capability doesn’t scale without structure. Training must be role-aligned, measurable, and reinforced.
• When learning is connected to business outcomes, it moves from support function to strategic infrastructure.

Are you a credit union partner wanting to dive deeper? Watch the full webinar here.