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The frontline of your credit union is an integral part of your organization making it important to keep it strong. Keep your frontline team equipped for any changes in member needs and sign them up for the Member Service Representative Accreditation (MSR) cohort! This industry-recognized accreditation recognizes member service representatives (MSRs) who have acquired the competencies and proven their ability to provide exceptional member service and conduct day-to-day financial transactions. Over a three-month period, each MSR will work with their manager or supervisor through a series of meetings in which the MSR will highlight and report on their work in six Key Focus Areas (KFAs). The program is designed to support consistent MSR skill development and ensure MSRs are performing a high standard of proficiency in each KFA. Supervisors grade the MSR on knowledge, skills, and behaviours against national, industry-defined performance standards in these six KFAs: 

• KFA A – Teamwork 
• KFA B – Credit Union Champion 
• KFA C – Personal Goal Alignment 
• KFA D – Exceptional Member Service 
• KFA E – Deeper Member Relationships 
• KFA F – Secure Environment 

Once all six KFAs have been complete, the MSR must write and pass a formal exam. Successful learners are granted the Accredited Member Service Representative designation, awarded jointly by The Credit Union Institute of Canada and Dalhousie University.

I have gained a lot of knowledge that I can apply directly in my work with our members.

2023 MSR Cohort Participant

The Spring Cohort for MSR Accreditation is now open. Successful MSRs will begin the program in March and be accredited by July! Enroll here.

If you have any questions, please contact clientsolutions@ccua.com.