Learn why SERVICE is more than fast, friendly and accurate.

By definition, service excellence refers to the ability of service providers to consistently meet and occasionally exceed consumers’ expectations. In ServiStar’s Service Excellence workshop, team members will learn why service is critical to the success of the credit union and how it’s the foundational building block of the credit union philosophy, “People Helping People.”

The primary concepts covered include the 7 Key Elements of Excellent Service and:

Investment: $199

Scott Albrecht
Facilitator: Scott Albrecht, AVP of Learning & Development

Matt is an enthusiastic and creative talent acquisition leader with experience designing and executing talent acquisition strategies to build high performing recruiting teams. 

In this one-hour, information packed session, Matt will focus on:

Matt is an enthusiastic and creative executive who has spent his career connecting great people and great companies. Matt’s experience designing and executing talent acquisition strategies has helped companies across North America.

Matt’s philosophy is: “Work hard, have fun, and do what you say you are going to do.” Matt knows by doing this, good things will happen!

Matt Kemblowski
President, MJK Connections

Learn how to deploy skills that will improve management performance, employee engagement, member service and profitability.

See immediate improvements in management performance!  

Whether you are an individual manager looking to grow or you are an emerging manager looking to prepare for success, you’ll find that Vertex Live Nationwide will set you up for success as a strong coach.

Investment: $1,500/participant

Are you registering more than 5 people? Email Whitney for discounted pricing.


  1. Team Building 
  2. Delegation
  3. Coaching (part 1)
  4. Coaching (part 2)
  5. Conflict Resolution
  6. Employee Motivation
  7. Employee Accountability & Time Management
  8. Strategic Thinking
  9. Leadership
  10. Group Project Presentation & Graduation


Taylor Murray
Taylor Murray, Chief Executive Officer
Mike Neill
Mike Neill, Chief Learning Officer
Scott Albrecht
Scott Albrecht, AVP of Learning & Development

What’s the difference between coaching and managing?

How do you effectively redirect undesired behavior?

In your busy schedule, where do you find the time to coach?

ServiStar offers research-based, credit union-specific training solutions that have worked for top-performing credit unions. Using breakout groups, role-playing and case studies to transfer knowledge, your team will quickly transform their skills into coaching and building more dynamic team members and leaders. Each 3-hour session will provide managers the knowledge and confidence to know what to do to be effective performance coaches.

Register new managers or current ones who want to hone their skills.

This training is not just for new managers. It is also valuable for managers who previously completed ServiStar’s Coaching for Performance training and want a refresher.

Investment: $599 per participant

Are you registering more than 5 people? Email Whitney for discounted pricing.


Session 1

Session 2

Session 3

Scott Albrecht
Facilitator: Scott Albrecht, AVP of Learning & Development

Improve employee engagement

Give new and emerging leaders confidence

Have new managers performing from day one

Newly promoted managers often find themselves facing many challenges:

Credit unions typically provide about two weeks of training to a new teller.  But how much training is provided to a new manager?  Isn’t leading people more challenging than operating a teller window? Should new managers be forced to learn though experience only? Do you think that will have negative implications on employee engagement, production and member experience? 

ServiStar’s Emerging Leaders program will take new and emerging managers and turn them into confident, competent, high-performance leaders who will be able to develop their own personal leadership style, deploy core coaching skills and maximize employee engagement and performance. Through live training, homework assignments, networking with other new managers from across the credit union movement and unlimited access to the ServiStar experts, your new and emerging managers will begin to thrive.

Who should attend:

Leaders who are early in their management career (5 years or less) or employees who will soon be promoted to a leadership position.

What’s included:



Mike Neill
Mike Neill, Chief Learning Officer
Scott Albrecht
Scott Albrecht, AVP of Learning & Development