Marine Federal Credit Union Training Improvement Case Study

This case study details the collaboration between Marine Federal Credit Union and Criteria to enhance the training outcomes and quality of hire for customer-facing staff. Marine Federal aimed to identify qualified candidates who possess computer skills and meet the organization's customer service standards. To achieve this, they implemented three specific assessments: the Employee Personality Profile (EPP), which evaluates behavioral traits relevant to customer service roles; the General Aptitude Mobile Evaluation (GAME), a game-based assessment measuring cognitive aptitude; and the Computer Literacy and Internet Knowledge test (CLIK), which assesses basic computer proficiency. The results indicated that the assessments significantly improved the quality of hires, leading to a higher training completion rate and better overall performance. Additionally, the insights gained from the assessments allowed for more effective team management and candidate-role alignment, thereby enhancing communication and collaboration within the organization.