Apple FCU Improves Lending Practices With ILT, eLearning and Gamification (2018 Case Study)
- Claude Werder
- Learning and Development, Human Resources
Apple FCU Improves Lending Practices With ILT, eLearning and Gamification (2018 Case Study)
When Apple Federal Credit Union moved from decentralized to centralized underwriting, a new approach to lending training became critical. The Talent Development team created a blended learning program that includes pre-work eLearning and a two-week ILT session with lectures, videos, skill practice and gamification followed by on-the-job training. The TD team addressed a morale problem with member-facing staff who considered loan underwriting a gratifying part of their jobs. Now member-facing staff members sit with back-office loan officers to better understand how decisions are made. This initiative earned Apple Federal Credit Union a Silver Award for Best Use of a Blended Learning Program in the 2018 Brandon Hall Group HCM Excellence Awards.
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