Customer story By Justin Schakelman, Director of Learning and Leadership Development, Citadel Credit Union When people call or come into a credit union, they usually have a purpose, whether it’s an urgent need, a question or a challenge they need to solve. And they always have expectations for their experience. They want helpful, knowledgeable service that accurately addresses their need. That’s why it’s crucial for employees providing in-person service to be ready with sharp skills and flawless knowledge. Effective ongoing training that scales At Citadel Credit Union, our branch staff are critical to providing in-person, specialized member service. They need to be well-versed and confident in our products and services, core banking platforms, sales and management and

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