Sales & service culture solutions to grow your credit union

At ServiStar Consulting, we understand that each credit union has its own unique needs. That’s why our services are tailored specifically to your credit union, as we help you secure long-lasting & profitable relationships with your members and grow your business.


Designed exclusively for credit unions, ServiStar Consulting offers a program that develops a member-centric team of employees that exceed member expectations and grow profitable relationships.

Our program offers two versions to meet your credit union’s strategy needs— ServiStar Member Experience Builder and ServiStar Selling Solutions.

Increase Employee Profitability

We provide systems, training, and consulting to help you equip each of your employees in every part of your credit union. From new employees to top leaders, we will help you create a highly effective team whose competitive advantage is outstanding Member Experience.

Refine Your Company Vision

In order to be a successful credit union, you & your team need a vision that keeps you focused on the ultimate goal: profitable relationships with your members & company growth. We help you refine your vision based on years of experience in the credit union industry.

Enhance & Implement Strategy

In addition to a clear vision, you have to know how to practically work toward your ultimate goal. That’s why we help you clearly define your company strategy & coach your team to effectively implement it.

Optimize Systems & Procedures

Efficient systems & procedures lead to highly effective and profitable companies. Our consulting services provide you with tools and expertise to develop systems that are specifically customized for your credit union.

Execute Your Projects Effectively

One of the most valuable facets of our services is that we continue to work with you as you execute the projects we’ve helped you plan. We work as an extension of your team so that your success is our success.

Measure Your Results & Improve

We help you constantly move forward toward greater efficiency & profitability by offering customized measurement tools and systems. Measurement is the key to growth, and proper tools will allow you to always identify your areas for improvement.

Which ServiStar Program is Right for You?

We offer two versions of our ServiStar program to meet your credit union’s strategy needs—ServiStar Member Experience Builder and ServiStar Selling Solutions.

  • ServiStar Member Experience Builder is an 18 to 24-month program geared toward developing organizational culture, providing all the tools to ensure lasting needs-based selling behavior and performance. Its comprehensive, customizable and scalable suite of tools maximizes employee engagement, member experience, and credit union profitability.
  • ServiStar Selling Solutions is a 10-month program designed to begin the shift from order taking to need-based, member-centric selling. Start to build a frontline staff of engaged advocates who consistently and effectively offer products and services to enhance the financial life of your members, and improve credit union profitability.
ServiStar Comparison Chart

Vertex Logo

Vertex Management Development Program is a low-cost, research-based, credit union-specific management training program that offers three versions to ensure that any and all management training and development needs can be met.  From our academic level research sponsored by The Filene Research Institute, we identified the key skills common among the highest performing credit union managers and used this information to design ServiStar.  This ensures your participants will learn how to deploy skills that will immediately improve management performance, employee engagement, member service, and profitability.

ServiStar Modules Include:

  • The Key Attributes and Skills of Highly Effective Manager
  • Delegation
  • Team Building
  • Performance Coaching
  • Employee Motivation
  • Strategic Thinking
  • Leadership
  • Employee Accountability
  • Time Management
  • Handling Difficult Conversations

The three Vertex Management Development Program choices include:

Traditional Vertex
  • Customized, individual action plan develop informed by a best-in-class 360 Skill Survey.
  • All courses are taken by the participant via Computer-Based Training with a knowledge test to validate learning.
  • Monthly meeting with a performance coach to debrief Computer-Based Training Module, review action plan progress and troubleshoot concerns.
  • Unlimited access to performance coach.
  • Regular meetings with participant’s manager to review progress and ensure accountability.
  • Graduate receives CUES designation: Certified Credit Union Manager.
Vertex Live
  • Dunn & Bradstreet research
    Three-day workshop presented live at your credit union for groups of 11 or more.
  • Customization of material available.
  • Access to all Computer-Based Training courses from Traditional Vertex.
  • Graduate receives CUES designation: Certified Credit Union Manager.
Vertex for Future Managers
  • Self-Paced.
  • All courses are taken by the participant via Computer-Based Training with a knowledge test to validate learning.
  • Inexpensive.
  • If 6 or more participants, ServiStar Consulting will create a project/study group to create an application of learning.

No matter which Vertex Management Development program you choose, benefits include reduced turnover, enhanced earnings through improved performance, rapid improvement, cost-effective and convenient.

Custom research and surveys for your credit union Studies by The Business Research Lab reveal that the #1 cause of employee disengagement is poor communication between departments. Our Internal Service Survey (ISS) resolves these challenges and more by measuring the internal customer experience at virtually every touch point. We don’t just stop at capturing the information, we provide training and guidance that will allow you to develop and manage effective internal service action plans to ensure improvement.

Improve Internal Service

Outstanding internal service leads to greater productivity, increased employee engagement, and improved Member Experience. Our services will help you improve all facets of internal service, leading to productive communication, supportive etiquette, and efficient operations.

Identify Gaps & Measure Growth

Most organization struggle with how to assess internal service, and many third-party surveyors provide assessments that are too convoluted to coach from. Our years of experience & research allow us to accurately assess your team, offer coaching and tools for improvement, and measure your growth.

Accountability and Guidance

An executive-level reporting feature included in the ISS holds managers accountable in their duties of reviewing results and coaching to their employees. Built in coaching tools - including training videos and coaching forms - guide your Poor internal service leads to ineffective, incorrect, and inefficient communication. managers to effectively provide their employees with feedback to help them identify areas in which they need to improve and areas in which they excel.

Employee Engagement Measurement Tool

Included in the ISS is our Employee Engagement Survey that measures Employee Effort, Process Improvement and Employee Loyalty (through Net Promoter Scores). Collect valuable insight and feedback from your employees regarding how easy it is for them to do business with other departments, what improvements could be made to make them be more successful at their jobs, and how likely they would be to recommend your credit union as a good place to work.

Consulting & Active Support

Our Internal Service Survey is not just a packaged system, but includes customized consulting and active support to meet your unique needs. Whatever service gaps your team may have, we will help you identify & solve them so that you can continue to grow your business.

ServiStar Consulting Interest Form

Want to find out more about this? Provide your information below and one of our ServiStar Consulting team members will contact you to answer your questions.