Kellie Crawford

Transforming branches into advice-driven hubs requires the right tools, staff training, and strategies to deliver meaningful consultations that meet customer needs. This case study will explore how Credit Human Credit Union transformed their branches to provide personalized financial advice, enhance customer relationships, and position themselves as trusted partners in achieving financial goals. Learn how Credit Human developed and executed a step-by-step strategy and:  

• Understand the training and cultural shifts required to empower frontline employees as financial wellness advocates rather than transaction processors 
• Gain insight into how Credit Human redefined success using metrics focused on financial health outcomes and long-term relationship value. 
• Take away practical approaches and lessons to build deeper trust and relevance in your communities