Accredited Member Service Representative (MSR)

This unique accreditation recognizes member service representatives (MSRs) who have acquired the competencies to perform typical member-focused transactions. The program recognizes both formal and on-the-job learning and measures MSRs’ knowledge, skills, and behaviours against national, industry-defined performance standards in six key focus areas (KFAs). Working through a series of exercises with their supervisor, MSRs must demonstrate they meet the standards and be graded against a marking rubric. Regular participation through meetings with their supervisor, and demonstration of meeting the standards will earn the MSR up to 50% towards their final course grade. The MSR must also complete and pass a final exam that has been written, administered and marked by Dalhousie University. If the MSR achieves an overall course grade of greater than 60%, they receive the nationally recognized designation of “Accredited Member Service Representative”. KFA A – Teamwork KFA B – Credit Union Champion KFA C – Personal Goal Alignment KFA D – Exceptional Member Service KFA E – Deeper Member Relationships KFA F – Secure Environment