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Mutuals Using Traineeships to Maximise Skills

Quality service is a key ingredient of a strong mutual banking organisation. After all – it’s all about your members. It’s not rocket science to identify that the most interaction your members have with your organisation is through your customer service staff. This makes them a key part of the recipe for quality service.

The challenge in an ever changing, busy environment is to give your new staff thorough training and support. Without this they can’t develop the in-depth knowledge of your financial products and procedures needed to fulfil service requirements. Training also ensures they have the capacity to use and further develop the customer service skills that you employed them for.

Many Mutuals Have Found a Solution

Mutuals from all across Australia, and of all sizes, have identified a solution that suits them all: a structured independent training program conducted by ACCM.

The College has been delivering training to mutuals for 20 years and offers a traineeship training program that is specifically designed to get new staff up and running quickly; and with that focus on quality service. This article looks at how differently structured Mutuals have all used the traineeship program effectively, to achieve their corporate needs without blowing their training budget.

2014 Credit Management graduates  The Mac

The Mac have been clients of ACCM since 2005 when they ran a major workshop program focussed on upskilling their service staff. The Credit Union Sales and Service Workshop program started in 2005 and utilised available traineeship funding to pay for the costs of the program. This allowed significant added value through a structured and Credit Union specific sales and service program; while maximising the availability of funding opportunities.

Since then The Mac,  under the leadership of Dave Cadden, has continued with the Certificate 4 in Financial Services traineeship program, as well as expanding into a Certificate 3 in Financial Service program for newer staff. Under this program they enrols new staff into the Tier 2 elective: taking the full program stream options of basic deposit products, non-cash payment facilities and general insurance.

As compliance needs have evolved The Mac has utilised the ACCM Certificate IV in Credit Management and Diploma of Finance and Mortgage Broking courses to address RG206 obligations.

The Mac remains the only community credit union within the Macarthur region in NSW. Financially strong with over $200 million in assets they offer a range of competitive savings and loan accounts personally designed to suit their local Members, supported by 4 branches. With a core philosophy that is focussed on building trusted long-term relationships with members; and supporting the local community - The Mac traineeship program is a strategy that puts these philosophies into practice:  ensuring service staff are highly skilled and offering real job opportunities in the local community. 

Southern Cross Credit Union

Southern Cross Credit Union have also been clients of ACCM since 2006 when they also commenced the Credit Union Sales and Service Workshop program, utilising traineeship funding options.  This program has been run 3 times over the term of our relationship; picking up newer staff along the way.












More recently SCCU maximised the effectiveness of government subsidised training options by having staff upskill to Certificate IV in Financial Services, Banking Services, Business Sales or Credit Management (depending on their role)

SCCU also support local young people as a host for trainees that are employed by HVTC a Group Training Organisation. This allows SCCU to engage new entry level staff, while the Group Training Organisation manages the employment relationship of that trainee. 

As well as maximising the advantage from the funded traineeship program options, SCCU are also big users of the College Tier 2 program and CPD program (RG206). The online delivery flexibility makes it attractive to them – saving having to reschedule branch staffing to address a classroom option.


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Sydney Credit Union

Sydney Credit Union started its relationship with ACCM in 2006 as part of a face to face Tier 2 delivery program for all staff. In 2008 the relationship broadened to traineeships in Financial Services and has since developed to include Credit Management, Broking and banking Services qualification programs.

Tracy Han De Guzman with Laila Maclaren and Susan ColemanSydney Credit Union place new staff into the Certificate III in Financial Services programs when they start, addressing key service skills as well as meeting Tier 2 requirements. Most new staff (regardles of age) are eligible to be registered as trainees; maximising the financial and structured training benefits that this program offers SCU.

In 2014 Sydney Credit Union trainee Tracy Han De Guzman from  was recognized as a Finalist in the Western Sydney Region Training Awards.  Tracy completed a Certificate III in Financial Services with The College .


First Choice Credit Union

Narelle Carr receving her finalist nomination

Management at First Choice Credit Union effectively utilise the traineeship program to ensure that new staff are given a structured training program that includes Tier 2. 

Management at First Choice Credit Union have led the way on the training agenda. Narelle Carr from First Choice Credit Union in Orange not only set an example for her team in completing a Diploma of Credit Management with the College, but  was recognised as a finalist in the Western NSW Region Training  awards.

First Choice also use the ACCM CPD program to efficiently address RG206 CPD obligations.



Read about the way Regional Australia Bank (previously known as Community Mutual Group) use the full range of  ACCM  training services to achieve their customer service and compliance needs.

More Details

If you are interested in establishing a similar program or would like more details please contact Jo Hinge or Nicole McKinnon at the College: 


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This article was compiled from historical published College Newsletters, to bring this information into the digital age.