Idea Learning Group
CASE STUDY #7

Northwest Community Credit Union

CLIENT:
Northwest Community
Credit Union
NEEDS ASSESSMENT:
Technical and Soft Skills
MEMORABLE QUOTE:
"The training and the supporting materials provided were a key component to the success of our launch. We hit this one out of the park."

Northwest Community Credit Union was founded in 1949 and remains a member-owned, not-for-profit organization with branches throughout Oregon. Northwest Community is a great example of our success in embedding ourselves in our clients’ workplace in order to produce the most effective, results-driven experiences for our clients and their learners. Since we began working with Northwest Community Credit Union in February 2012, Idea Learning Group has managed a wide range of projects, including training courses focused on new employee orientation, software training, and
management development.

In just a short while, our team has become an integral part of the extended Northwest Community family. And because we’ve spent time really getting to know the NW Community culture, values, and mission, we consistently make valuable recommendations to train staff members as they transform and roll out their new business model and supporting programs.

LoansPQ Training
Northwest Community Credit Union needed database training for the new LoansPQ system, which is a web-based consumer loan management application that allows effective cross-sell of loan products to consumers. The purpose of the training was to introduce the concept of computer-generated loans and to provide practice using the new loan system. The training program included two-hour webinar sessions with supporting materials. The timeline was aggressive—six weeks from concept to completion—and Idea Learning Group partnered very closely with Northwest Community to ensure content integrity and a smooth roll-out. The program manager for Northwest Community Credit Union reports great success with the program.

“The results have been phenomenal,” he said. “We initially set up a ‘war room’ to prepare for what we assumed would be a flood of support calls as our staff went live with the new system. But it was almost a non-event! We answered fewer than 20 calls a day, although we were prepared with four full-time help desk staff members. The training and the supporting materials provided were a key component to the success of our launch. We hit this one out of the park!”

eXperience Culture Training
Northwest Community Credit Union needed to roll out a new training program designed to empower employees to deliver consistently delightful experiences to members, have better conversations more often among branch staff and managers, and improve the effectiveness of their decisions. The training also focused on demystifying the complexity of bank regulation that is added to the industry—layer after layer, year after year—so that staff members can help customers feel more comfortable with the risk and regulation inherent in banking. The training program involved a series of sessions with managers and assistant managers, who participated in the training and shared it with their staff members. The program manager describes the overwhelming success of the program.

“We had very positive feedback from manager sessions. They are really excited. It opened a lot of doors and opened people’s eyes to eXperience Culture. Idea Learning Group introduced a lot of fun techniques, and with their experience working with other industries and clients, they were able to translate the information to our environment and our strategy. Working with Idea Learning Group was the strategic partnership we needed to jump-start our program.”

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2701 NW Vaughn St #103
Portland, OR 97210