All-Team Push for High Tech Branch Wins Human Resources Award for Rivermark

Rivermark President and CEO Scott Burgess welcomes Gresham City Councilor Lori Stegmann to the tech-forward branch’s grand opening.

In Hollywood last week, Rivermark Community Credit Union was honored with an Excellence Award by CUNA’s Human Resources & Organizational Development (HR/OD) Council. The award recognized their entry entitled, “Mission: Create the Cutting Edge Branch of the Future.”

Last year Rivermark opened a cutting edge branch of the future in Gresham, Oregon. The results speak for themselves, but what might not be visible to those outside the credit union was the incredible teamwork it required to pull off such a feat.

Requiring involvement from every team across the organization, the Gresham Member Resource Center project was unlike any branch opening Rivermark had ever undertaken.

“The volume of work that went into making the Gresham Station Member Resource Center a success was tremendous, and there were many people who collaborated to bring it to fruition,” said Jackie Henderson, human resources leader at Rivermark.

The Training Team was deeply involved in the project and played a vital role from the very beginning. They learned and tested the technology then created workflows and procedures. They developed and tested the innovative new branch processes and also launched key organization-wide initiatives, such as a member appointment system.

HR also played a major role in the project. Staffing for the new branch model delineated traditional roles of teller, new accounts and lending. The teller transaction function would now be centralized at the administrative offices through a Personal Teller Kiosk. The branch employee would be expected to perform all functions, requiring advanced skill levels in service, sales, product knowledge, new accounts, lending, banking technology and Member Resource Center processes.

The additional professional development and training have contributed to a zero turnover rate in the branch since launch and provides additional career development and promotional opportunities for the entire organization.

“The recognition from the CUNA HR/Organizational Development Council by awarding us the Excellence in Management award validated the quality of the work the HR and Training Teams put into the project,” said Henderson, “and I was honored and humbled to receive the award along with Cheryl McCarthy on behalf of our incredible teams.”

Henderson also joined the Executive Committee for the CUNA HR/OD Council. She said that she looks forward to collaborating with her colleagues to bring “innovative, high-quality, value added resources” to council members, helping them best serve credit union members around the nation.

Questions about this story? Contact James Pearson: 206.340.4790, jpearson@nwcua.org.

Posted in Awards.