Summit Federal Credit Union's Job Coach Program Recognized in Training MVP Awards

Summit Federal Credit Union’s Job Coach Program Earns Recognition

On May 12, 2026, Training Magazine highlighted The Summit Federal Credit Union’s Job Coach Certification program as a best practice in the Training MVP Awards for its structured approach to onboarding new, member-facing employees, according to Training Magazine. The program includes specialized training for new and existing Job Coaches and assigns a dedicated Job Coach to each new employee to offer personalized guidance, training, and feedback, ensuring a smooth transition into roles, increased accuracy, and accelerated path to full proficiency.

Program Overview

The Summit Federal Credit Union’s Job Coach Certification program involves managers identifying individuals in their branch or member service center with skills such as extensive operational and product knowledge, emotional intelligence, and demonstration of team values. Once identified, these candidates attend a one-day certification program that covers the purpose of the Job Coach role, requirements, expectations, and a review of the onboarding process from start to finish. Participants receive training on best practices for sharing constructive feedback and engage in peer-to-peer skill practice, with prospective Job Coaches required to pass skill drills with at least an 80 percent grade to become certified.

Key Components and Operations

Job Coaches provide new employees with one-on-one coaching, regular check-ins, and ongoing support until the employee reaches a predefined proficiency level and successfully completes skill drills. The facilitator offers weekly updates to the employee’s manager and Job Coach, fostering collaborative communication to track progress. Job Coaches also participate in quarterly touch bases with each other and the Training department to review procedural changes, gather feedback, share best practices, and discuss challenges and solutions. After new employees pass the skill drill, they evaluate their Job Coach and provide feedback, while Job Coaches receive a monetary incentive for their participation upon the employee’s successful completion.

Results and Outcomes

Of the 40 new hires who took the skill drill test, 38 passed on their first attempt, with average scores rising from 88 percent in 2023 to 89 percent in 2024, according to Training Magazine. The program contributed to an increase in employee retention rates from 86.01 percent in 2023 to 88.28 percent in 2024, and it enhanced service quality, as evidenced by the 2024 Member XP survey results showing a Net Promoter Score of 83.77 percent against a goal of 79.5 percent and a total experience score of 4.84 against a goal of 4.79. As a widely recognized aspect of employee development, such programs can support compliance efforts by ensuring thorough training and proficiency, according to Training Magazine.