ESL Federal Credit Union’s 2020 Vision specifies the importance of building its business capabilities to position the firm for future growth. By increasing the efficiency of its business processes, ESL is able to increase capacity for growth while adding value to the customer experience. The membership and account opening process is the first of seven processes to undergo a dramatic redesign in support of ESL’s vision and strategic goals. To effectively prepare the organization for this change, Learning and Development (L&D) trained more than 50 percent of ESL’s total workforce.
Program Details
The New Membership and Account Opening Process program was the product of 18 months of analysis by a cross-functional team representing 10 business units. The team worked to define ESL’s desired future state and the steps required to get it there. Based on the findings, L&D conceived and continues to manage a training solution that incorporates classroom learning, independent practice, and a suite of performance support tools.
Participants begin their learning experience with modularized, instructor-led training that is kicked off by C-suite executives. Following an end-to-end demo of the new process, participants engage in a series of hands-on skills practice, followed by role-plays in which they apply new knowledge, skills, and behaviors in realistic scenarios. While in the classroom, participants work in a training system that exactly mirrors the programs they use on the job.
Following formal classroom training, participants must complete a series of interactive, self-paced online modules accessed via ESL’s learning management system (LMS). These are scenario-based, permitting L&D to assign specific modules by employee role.
Program reinforcement occurs in several ways. Interactive simulations, available as online learning modules, are easily accessed and always available via ESL’s LMS. Employees are required to complete all or some of these simulations, based on role, between 30 and 45 days after class. Thereafter, the simulations remain an effective way to practice and apply key learnings. Electronic performance support tools—including quick reference guides, job aids, and step-by-step procedures—remain available at the click of a button on the corporate intranet, providing both reinforcement and guidance at the moment of need.
Results
Some 400-plus employees were trained during May and June 2019. Level 3 survey results obtained 45 days following training indicated 93 percent of trainees were applying what they learned in training on the job, and 89 percent were actively using the simulations. Ninety days after training, participants showed a 71 percent increase in overall productivity and a 44 percent increase in accuracy. Just three months after completion of the training, time to open accounts decreased by 49 percent for retail accounts and 43 percent for business accounts.
