Build a Member Service Rep Training Program

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

0224-Image-Template-Training-1

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.

Account Management

Loan Processing

Core Softwares

Digital Banking

ATMs

Member Services

Download the MSR Training Program Template

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

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

Learn More

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

Learn More

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!

Learn More

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

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:

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

Download the MSR Training Program Template

Don't just take it from us

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

Faster Onboarding

Quicker Authoring

Average Quality Scores

<0%

Call Abandonment Rate

Software Adoption Rates

Build a Repeatable MSR Training with ScreenSteps

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

Custom Courses

Create custom Courses & Learning Paths for transferring foundational knowledge.

Video Hosting

Host videos (and embed from other platforms) directly in ScreenSteps for engaging learning.

Link back to articles

Easily link back to your knowledge base job aids and support resources for actionable knowledge.

Browser Extension

Access knowledge base job aids and support resources in any window or system MSRs use.

Interactive Checklists

Make tasks & problem-solving easy with interactive checklists MSRs can easily find and follow.

Troubleshooting Guides

Guide MSRs through complex procedures & tasks with troubleshooting guides that deal with the variables.

Explore ScreenSteps for Credit Unions

Additional resources to build an effective training program

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

ScreenSteps for Credit Unions

Build a Member Service Rep Training Program

Develop Confident MSRs in Days, Not Months

Account Management

Loan Processing

Core Softwares

Digital Banking

ATMs

Member Services

3 Easy Steps to Onboard New Member Service Reps

1

Transfer background knowledge for context

Common MSR foundational knowledge includes:

2

Learn how to find and follow support resources

Support resources include:

3

Run through practice activities for each topic

This step should take up about 80% of training!

Why Find & Follow Training For MSR Onboarding?

The results of Find & Follow Training:

What's Included in the MSR Training Program Template?

Included in the template you will find:

Don't just take it from us

Build a Repeatable MSR Training with ScreenSteps

Custom Courses

Video Hosting

Link back to articles

Browser Extension

Interactive Checklists

Troubleshooting Guides

Additional resources to build an effective training program

3 Common Mistakes When Onboarding

Why an LMS Won’t Fix Your Onboarding

What is Find & Follow Training?

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