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First Financial with Truvelop

First Financial with Truvelop

Welcome to First Financial manager resources! To help maximize your Truvelop experience, this page will help you understand how to: assess job level competencies during the evaluation process, adopt a continuous approach to performance development, further the development of your Team Members, and more.

Vision Statement

We will deliver a financial experience that makes members of today and tomorrow happy and keeps them coming back.

First Financial Credit Union - Values

First Financial’s Road to Success

First Financial is committed to Team Member growth and development. We use Truvelop to promote continuous performance development of our Team Members to create the most rewarding and engaging employee experience possible.

First Financial Road to Success

Manager Guidance

Evaluation Schedule

As we get started, it is important to note when you will actually be completing evaluations. The chart below shows the performance evaluation expectations.

New Hires & New to Role1 Evaluation after 4 months (6 months for manager roles)120 days after hire (180 days for manager roles)
Mid-YearAny employee rated B (Steady Performer) or below

Any employee in their role for less than 2 years if rated A (Core Contributor) or higher

June 30
Year EndMerit Increase based on this evaluationDecember 31

Evaluation Guidance

Find guidance on how role competencies can be assessed in the Truvelop Evaluation below.

  • Level 1

    PERFORMANCE

    Team Member’s achievement of KPIs or Assigned Goals.

    • Follows all policies and procedures as established by the credit union, including but not limited to:
      • Cash Handling, Dual Control, and Balancing
      • Check Holds and Fraud Prevention
      • BSA & AML Regulatory Requirements
    • Works to achieve goals in support of the Core 4 Values of the Credit Union.
    • Process member transactions.
    • Ability to Retain and Apply Training
    • Accuracy/Adherence to Policies
    • Service Delivery (NPS) and Professionalism
    • Demonstrates Initiative & Adaptability

    Quality of Team Member’s work or production.

    • Detail and service-oriented; Ability to exhibit patience and flexibility in dealing with others
    • Responding to members in a knowledgeable, friendly, positive, and professional manner
    • Ability to navigate credit union systems, key to daily functions of the position.

    Efficiency of Team Member’s work.

    • Demonstrating excellent communication techniques for successful interactions
    • Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical
    • Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.
    • Effectively utilizes features of Teller Capture in processing checks.
    • Assists with end-of-day balancing procedures

    Demonstration of potential.

    • Demonstrates a sense of responsibility, initiative, and dependability.
    • Ability to comprehend training and apply knowledge to daily interactions.
    • Applies basic knowledge of Microsoft Office Suite.

    Team member’s impact on the value of the business.

    • Shares and shows support for a variety of digital and online tools and resources.
    • Adheres to information security procedures & maintains confidentiality.
    • Refers to unusual requests or inquiries to appropriate staff members.
    • Maintains functional work area by stocking forms, supplies, brochures, etc.

    ATTITUDE

    Open to feedback.

    • Effective listener and a good communicator

    Attitude toward co-workers.

    • Works independently and collaboratively in support of branch operations.
    • Consistently demonstrates a positive mindset within the branch and in all interactions.

    Resilience during challenging times.

    • While assigned to a branch, assists with staffing at other branches as needed.
    • Demonstrating empathy and a positive mindset

    Strives for flexibility, resiliency, and adaptability to daily challenges.

    Take initiative to solve problems.

    • Answers questions & prints documentation relative to routine inquiries.
    • Advises supervisor of service needed or non-functioning equipment.

    Engagement/passion towards their work.

    • Friendly and personable; Ability to establish rapport, build and deepen member relationships.
    • Working to achieve a personalized and convenient member experience

    MAINTENANCE

    • Experience in current role.
    • Compensation for their position (relative to other in organization).
    • Requires additional attention.
    • Impact on the company brand.
    • Team Member is #1 point of frustration.
  • Level 2

    PERFORMANCE

    • Team Member’s achievement of KPIs or Assigned Goals.
      • Follows all policies and procedures as established by the credit union, including but not limited to:
        • Cash Handling, Dual Control, and Balancing
        • Check Holds and Fraud Prevention
        • BSA & AML Regulatory Requirements
      • Works to achieve goals in support of the Core 4 Values of the Credit Union.
      • Accurately processes member applications/requests and documents in CRM; performs self-review of work.
        • Opens accounts for all share types with related services; closes accounts.
        • Pulls and interprets Chex Systems – IDV, OFAC, and Qualifile in conjunction with accounts opening or Performs file maintenance of data on existing accounts; adds joint owners to accounts
        • General understanding of loan products to begin participating in the loan referral program
        • Completes paperwork for removing and changing joint owners of accounts
        • Issues debit and credit cards
        • Completes forms as applicable based on member request
        • Obtains instructions and inputs data for wire transfers
        • Provides notary services
        • Processes other requests of similar complexity
    • Quality of Team Member’s work or production.
      • Detail and service-oriented; Ability to exhibit patience and flexibility in dealing with others
      • Responding to members in a knowledgeable, friendly, positive, and professional manner
      • Assists members in understanding account activity, answers questions, and helps to resolve concerns.
    • Efficiency of Team Member’s work.
      • Demonstrating excellent communication techniques for successful interactions
      • Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical
      • Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.
    • Demonstration of potential.
      • Demonstrates a sense of responsibility, initiative, and dependability.
      • Ability to comprehend training and apply knowledge to daily interactions.
    • Team members’ impact on the value of the business.
      • Shares and shows support for a variety of digital and online tools and resources.
      • Adheres to information security procedures & maintains confidentiality.
      • Assists the Marketing Department in representing the Credit Union at on-site visits.

    ATTITUDE

    • Open to feedback.
      • Effective listener and a good communicator
    • Attitude toward co-workers.
      • Works independently and collaboratively in support of branch operations.  
      • Provides routine support to other departments.
    • Resilience during challenging times.
      • While assigned to a branch, assists with staffing at other branches as needed.  
      • Demonstrating empathy and a positive mindset 
      • Strives for flexibility, resiliency, and adaptability to daily challenges.
    • Take initiative to solve problems. 
      • Answers questions & prints documentation relative to routine inquiries.
      • Advises supervisor of service needed or non-functioning equipment.
    • Engagement/passion towards their work.
      • Friendly and personable; Ability to establish rapport, build and deepen member relationships.
      • Working to achieve a personalized and convenient member experience.
      • Focuses on business development to retain long-term relationships by:
        • Establishing rapport and serves as a valuable link between members and the Credit Union.
        • Utilizing opportunities to deepen relationships by aligning Credit Union products with member needs.
        • Encouraging members to recommend the Credit Union to their family members and eligible co-workers. 

    Maintenance

      • Experience in current role.
      • Compensation for their position (relative to other in organization).
      • Requires additional attention.
      • Impact on the company brand.
      • Team Member is #1 point of frustration.
  • Level 3

    PERFORMANCE

    • Team Member’s achievement of KPIs or Assigned Goals.
      • Follows all policies and procedures as established by the credit union, including but not limited to:
        • Cash Handling, Dual Control, and Balancing
        • Check Holds and Fraud Prevention
        • BSA & AML Regulatory Requirements
      • Works to achieve goals in support of the Core 4 Values of the Credit Union.
      • Provides support for death claims.
      • Assists with monitoring pending work folders and daily calendars.
      • Processes complex transactions and requests along with opening special accounts.
        • IRAs, Trusts, Rep Payee, Business Accounts, and corresponding documentation
    • Quality of Team Member’s work or production.
      • Detail and service-oriented; Ability to exhibit patience and flexibility in dealing with others
      • Responding to members in a knowledgeable, friendly, positive, and professional manner
      • Demonstrates general understanding of and ability to gather appropriate paperwork for Power of Attorney review.
      • Competent in fraud prevention and detection.
    • Efficiency of Team Member’s work.
      • Demonstrating excellent communication techniques for successful interactions
      • Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical
      • Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.
    • Demonstration of potential.
      • Demonstrates a sense of responsibility, initiative, and dependability.
      • Ability to comprehend training and apply knowledge to daily interactions.
      • Strong knowledge of account products and Credit Union services; ability to answer questions about product features and benefits.
    • Team members’ impact on the value of the business.
      • Shares and shows support for a variety of digital and online tools and resources.
      • Adheres to information security procedures & maintains confidentiality.
      • In-depth understanding of our loan products to actively refer members to lending.

    ATTITUDE

    • Open to feedback.
      • Effective listener and a good communicator
    • Attitude toward co-workers.
      • Works independently and collaboratively in support of branch operations.  
      • Acts as “buddy” to co-workers.
    • Resilience during challenging times.
      • While assigned to a branch, assists with staffing at other branches as needed.  
      • Demonstrating empathy and a positive mindset 
      • Strives for flexibility, resiliency, and adaptability to daily challenges.
    • Take initiative to solve problems. 
      • Establishes a foundation of leadership skills through:
        • Self-sufficiency, maturity, and responsibility
        • Engagment as a role model for staff and as an active participant in daily operations
        • Performs in the capacity of a Member Servies Representative or Operations Specialist
        • Provides phone assistance to call center and enters corresponding CRM event
        • Process member requests generated from calls or correspondence
        • Contacts members requesting additional information, clarification, or problem resolution
    • Engagement/passion towards their work.
      • Friendly and personable; Ability to establish rapport, build and deepen member relationships.
      • Working to achieve a personalized and convenient member experience.
      • Seeks opportunities to advance level of responsibility
      • Ability to assist with report management and participates as a project team member

    Maintenance

    • Experience in current role.
    • Compensation for their position (relative to other in organization).
    • Requires additional attention.
    • Impact on the company brand.
    • Team Member is #1 point of frustration.
  • Level 4

    PERFORMANCE

    • Team Member’s achievement of KPIs or Assigned Goals.
      • Follows all policies and procedures as established by the credit union, including but not limited to:
        • Cash Handling, Dual Control, and Balancing
        • Check Holds and Fraud Prevention
        • BSA & AML Regulatory Requirements
      • Works to achieve goals in support of the Core 4 Values of the Credit Union.
    • Quality of Team Member’s work or production.
      • Detail and service-oriented; Ability to exhibit patience and flexibility in dealing with others
      • Responding to members in a knowledgeable, friendly, positive, and professional manner
    • Efficiency of Team Member’s work.
      • Demonstrating excellent communication techniques for successful interactions
      • Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical
      • Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.
    • Demonstration of potential.
      • Demonstrates a sense of responsibility, initiative, and dependability.
      • Ability to comprehend training and apply knowledge to daily interactions.
    • Team members’ impact on the value of the business.
      • Shares and shows support for a variety of digital and online tools and resources.
      • Adheres to information security procedures & maintains confidentiality.

    ATTITUDE

    • Open to feedback.
      • Effective listener and a good communicator
    • Attitude toward co-workers.
      • Works independently and collaboratively in support of branch operations.  
    • Resilience during challenging times.
      • While assigned to a branch, assists with staffing at other branches as needed.  
      • Demonstrating empathy and a positive mindset 
      • Strives for flexibility, resiliency, and adaptability to daily challenges.
    • Take initiative to solve problems. 
      • Establishes a foundation of leadership skills through:
        • Self-sufficiency, maturity, and responsibility
        • Engagment as a role model for staff and as an active participant in daily operations
        • Performs in the capacity of a Member Servies Representative or Operations Specialist
        • Provides phone assistance to call center and enters corresponding CRM event
        • Process member requests generated from calls or correspondence
        • Contacts members requesting additional information, clarification, or problem resolution
    • Engagement/passion towards their work.
      • Friendly and personable; Ability to establish rapport, build and deepen member relationships.
      • Working to achieve a personalized and convenient member experience.

        MAINTENANCE

        • Experience in current role.
        • Compensation for their position (relative to other in organization).
        • Requires additional attention.
        • Impact on the company brand.
        • Team Member is #1 point of frustration.

Meaningful Touchpoint Guides

No matter where you are in a Team Member’s journey, having meaningful development conversations is part of that experience.  Coming to these different touchpoints prepared and with an intention set for what you want to cover with your Team Member can lead to a more productive and meaningful experience for everyone involved.

Reflect, Ready, Review

Try approaching the conversation with RRR: Reflect on what you know about this Team Member, Ready the Team Member with a collaborative plan forward, and continue to Review and revise goals and behaviors to ensure efficient and meaningful development.  Use the RRR Guide to get started. Once you’ve had the conversation, Spark to document the 1:1 Meeting and keep track of goals by using the Goal(s) classification.

Want to Learn More?

Manager Resources

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