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Build a Member Service Rep Training Program

Use this training program template to develop confident, independent, and productive MSRs in 30 days or less.

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Develop Confident MSRs in Days, Not Months

It doesn't have to take months and months for MSRs to become confident and independent. With this MSR Training Program Template, you can empower all of your MSRs to provide the best experience possible. 

3 Easy Steps to Onboard New Member Service Reps

Gone are the days of shadowing, nesting, and word-of-mouth training. With the Find & Follow Training Framework and templates, you can develop confident, independent, and productive employees in just three steps.

  • Foundational Course

  • Support Resources

  • Practice Activities

Two credit union employees training

1

Transfer background knowledge for context

The first step to new MSR training is an introduction to foundational knowledge. This will help provide the context to their role. 

Common MSR foundational knowledge includes:

  • Information about the credit union
  • Financial terms and concepts
  • An overview of the systems and software they will use

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Two credit union employees training
Credit Union employee in training

2

Learn how to find and follow support resources

Next, new MSRs are introduced to all of the support resources that help them perform tasks and solve problems.

Support resources include:

  • Digital guides
  • Job aids
  • Checklists
  • SOPs

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Credit Union employee in training
Credit union employee practicing activities for members

3

Run through practice activities for each topic

Once an MSR has the foundational knowledge and has been introduced to their support resources, you'll want to run through practice activities to get them comfortable with using the resources on the job. 

This step should take up about 80% of training! 

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Credit union employee practicing activities for members
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Credit union MSR Training in practice

Why Find & Follow Training For MSR Onboarding?

Training doesn't have to be hard. Instead of expecting employees to memorize every click, step, or process, you just need to teach employees how to find the information they need, when they need it, and to follow the steps.

The results of Find & Follow Training:

  • Faster time to independence
  • Fewer mistakes
  • Fewer questions
  • More confident MSRs
  • A more consistent member experience

Download the MSR Training Program Template

Credit union MSR Training in practice
The Ultimate MSR Training Template

What's Included in the MSR Training Program Template?

This Training Program Template is your golden ticket to developing confident, independent, and productive MSRs ... fast!

Included in the template you will find:

  1. Trainers guide for running Find & Follow Training sessions
  2. Foundational course presentation template (+ an example)
  3. Practice activities outline template (+ an example)

Download the MSR Training Program Template

The Ultimate MSR Training Template

Don't just take it from us

Real companies are achieving real results. Here are few examples of Find & Follow success stories. 

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Build a Repeatable MSR Training with ScreenSteps

Elevate your MSR training & performance support with a ScreenSteps knowledge base.

Additional resources to build an effective training program

Need Help Building a Custom MSR Training at Your Organization? We can help!