Training APEX Awards Best Practice

Apple Federal Credit Union’s nCino Training

Apple Federal Credit Union launched a new cloud banking platform, nCino, in June 2023 to give potential members a significantly faster online account opening experience. To familiarize staff with the platform and its benefits, Apple Federal Credit Union created the nCino training program. Delivered in an instructor-led setting, the program introduced staff to nCino and provided three basic account opening scenarios they could encounter in their role. An instructor guided students through a scenario walkthrough. Then the learners independently completed a scenario-based practice in the “sandbox,” creating a new membership and reinforcing what they learned. Talent Development also brought change champions from each branch into the train-the-trainer session and testing environment. A final assessment confirmed the comprehension of the key points, and a procedures manual was created for reference. From January to May 2023, the organization added an average of 1,674 new members per month. In June, the learners brought in 2,248 new members, and in July, 2,457 new members. The credit union was set to exceed its year-end goal and finish with 23,414 new members in 2023.

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