Member Service Academy (MSA)

The Member Service Academy is an innovative and comprehensive educational program designed specifically for credit union front-line staff.
The MSA logo is the butterfly – powerful symbols for transformation and change.  Focused solely on supporting the credit union industry, the Member Service Academy (MSA) is built on the highly successful Professional Credit Granting School model.

About our Instructors

The Member Service Academy is proud to have veteran credit union system professionals who understand and promote service excellence
lead the program.

The MSA Difference

The MSA incorporates computer-based training with instructor-led classroom sessions, case studies and field trips.  The program is completed over 3 progressive levels, each one building on new skills and expertise. A motivational, hands-on curriculum focused entirely on member service excellence makes this academy different than all other similar programs.

Who should Attend:

The MSA is suitable for long serving and new credit union employees who want to improve their skills and raise the level of their performance.

Program Offerings


  • The Credit Union System
  • MSR Roles & Responsibilities
  • Opening Memberships
  • Credit Union Clearing
  • Credit Union Products & Services


  • High Performing Teams
  • Relationship Building
  • Member Service Environment


  • Risk Management
  • Identity Theft
  • Robbery
  • Money Laundering & Privacy
  • Dishonesty
  • Credit Union Profitability
  • Case Study

Graduation Ceremony

Here’s what our MSA graduates had to say:

“I have never taken such an exciting and motivating course”.

“Our instructors were unbelievable!  I”ve learned so much from them and have met so many new credit union friends.  I understand the importance of my job to the credit union and can”t wait to get back  to work”.

“I loved every minute of it and wish I could do it all again”.

“I have been a teller for 16 years and wish this program was available when I first started. I can’t believe how much I have learned over the course of the program. I”ll were my MSA Service Excellence pin everyday”.

“The ‘Shopping for Service’ road trip was awesome. I thought I had good member service skills before but I know what I have to do to be great. Thanks for the fantastic experience”.

“This was the best course I have ever taken! Thank you for the unbelievable experience. I have learned so much!”