New employees at a financial institution face a familiar headache: the information they need exists, but nobody can quite find it. Processes vary from desk to desk, knowledge sits in a few veteran heads, and getting a straight answer takes too long. On Tap Credit Union tackled that problem head-on, and it just earned the Employee Experience Award at the 2026 GoWest Credit Union Association MAXX Awards.
The ceremony took place October 9 at the Gaylord Rockies Resort in Denver, in front of more than a thousand credit union professionals. The MAXX Awards recognize credit unions across a six-state region that drive meaningful change, support their communities, and strengthen the wider credit union movement. On Tap’s win came in one of five credit union categories, chosen from a record number of nominations by a 45-member panel of regional credit union leaders.
What “Policies and Brew-cedures” Actually Is
The winning program is called “Policies and Brew-cedures,” a name the employees themselves picked. It’s built to improve onboarding and day-to-day operations. New hires get a personalized gift basket, plus regular chances to connect with colleagues and leadership. The goal is to ground them in On Tap’s “KEG of Excellence” culture: Kind, Engaged, and Genuinely helpful.
That culture did real work. Employees felt comfortable speaking up about inconsistent processes, siloed knowledge, and trouble finding information. Instead of patching complaints one by one, On Tap looked for the critical 20% of procedures that drive 80% of daily work. It then launched a 12-month effort to make those resources easier to find, understand, and use.
“Great member service starts with a great team,” said Tracie Wilcox, President & CEO of On Tap Credit Union. “Our On Tap team put their stamp on elevating the Employee Experience by crafting ‘Brew-cedures,’ which created operational efficiencies designed to help us deliver the exceptional experience every member deserves. When we invest in our internal culture, everyone benefits, especially our members.”
The Results
- More than 90% of staff took an active part in the program.
- Streamlined procedures have smoothed daily workflows and supported high-touch member service.
- On Tap’s Net Promoter Score (a measure of how likely members are to recommend you) rose 10%.
That double-digit gain reflects recent operational updates aimed at removing friction from key member journeys. On Tap says the framework gives it a scalable foundation, and the team is even more excited about how it can fuel future growth.
What It Means for You
If you’re a member, the takeaway is simple: a credit union where staff can quickly find the right answer is one that can help you faster and with fewer mix-ups. And if you run a team of your own, On Tap’s approach is worth borrowing. Ask your people what slows them down, focus on the few procedures that matter most, and let them help shape the fix.