A new year is a great time to review various processes and procedures within your credit union’s operations — weeding out inefficiencies and building upon systems that work. If your credit union is engaging in such a review — and I encourage you to do so — take the time to review your hiring and onboarding processes.
After all, an organization’s employees are the ones who often determine its level of success. As the cliché goes, a chain is only as strong as its weakest link. In other words, one or two employees not aligned with your mission or philosophy can be a drag on your growth and success.
While credit unions have an indisputably clear mission, it is up to us to hire those who will adhere to it.
Two years after my arrival at JetStream Federal Credit Union, the senior management team embarked on the development of a new values statement. his led to the creation of TRAIL, which has become the credit union’s core philosophy — fundamental to the way we conduct everyday business.
Through the adoption of TRAIL, we have opened the lines of communication, set measurable management targets and strengthened our performance feedback channels. I believe this philosophy can help all credit unions succeed.
TRAIL stands for:
- Teamwork: This is the foundation of a credit union’s success — we are stronger together than as individuals. Working together ensures that we do what’s right for the member and best for the organization, not necessarily what’s best for a single branch, department or individual.
- Respect: We must treat each other, our members and community members with dignity by thinking through the effects of our actions. We must consider others’ positions and value diversity for the unique talents, skills and experience it provides.
- Accountability: We must follow through on our commitments and promises to one another, our members and community members. Our work is our responsibility. We should focus on what we can control and what adds value.
- Integrity: All credit unions — and credit union employees — should conduct themselves in a manner that is always ethical and professional. Simply put: We should deal openly and honestly with one another, members and community members.
- Leadership: All credit union employees should see themselves as leaders and recognize the power of the “shadow” they cast. A credit union employee should always strive for excellence, and seek creative ways to improve and inspire one another through honest feedback and coaching. At JetStream, leaders show pride in the credit union and encourage each other to aspire to greater performance.
From the January-February 2019 edition of The NAFCU Journal magazine.
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