When we talk about leadership development, we often picture training programs, executive coaching, or high-potential pipelines. But some of the strongest leaders don’t start in the boardroom—they start in the lobby.
In fact, companies that promote from within fill 82% of their leadership roles that way, according to LinkedIn’s Workplace Learning Report. Why? Because frontline employees already understand the organization’s culture, values, and customers.
In credit unions and community banks, it’s the tellers and member service reps who carry the heartbeat of your organization. They’re the first “hello,” the problem-solvers, the calm in a member’s stressful moment. And tucked inside those everyday interactions? Leadership potential just waiting to be noticed.
Leadership Starts with How They Show Up
Leadership isn’t always loud. Sometimes, it looks like the teller who greets every member by name, even during a hectic Friday rush. Or the MSR who steps in to help a teammate before being asked. These small, consistent actions signal something bigger: ownership, empathy, and initiative.
What to look for:
- Someone who takes pride in creating a great experience for both members and coworkers.
- A team member who asks thoughtful questions and is curious about how things work.
- Someone others naturally turn to when they need help.
These are the sparks of leadership, and they often shine long before someone has a formal title.
Turn Daily Moments Into Learning Moments
Leadership development doesn’t need to be a separate event. In fact, it works best when it’s woven into the flow of work.
Think about the coaching moments that already exist: after a tough member interaction, during a team huddle, or while problem-solving on the fly. With just a bit of intention, these become mini leadership labs.
Try this:
- After a successful member interaction, ask: “What worked well there? How did you decide on that approach?”
- Let team members lead the morning huddle once a week. It builds confidence and gives them a chance to practice presence and communication.
- When decisions are made, explain the ‘why.’ It gives context and helps team members start thinking like leaders.
It’s not about adding more, but about re-framing what you’re already doing.
Create Visibility for Growth
Sometimes leadership potential stalls simply because no one calls it out. A few words of encouragement can flip a switch in someone’s confidence.
Spot it, name it, and support it.
Let a teller know when you notice how they calmed an anxious member. Encourage the MSR who solved a process hiccup to share their fix at the next team meeting. Invite someone to shadow a supervisor or join a cross-departmental project.
When people see a path forward—and feel seen on that path—they’re more likely to walk it.
Build the Leadership Bench from the Branch
Too often, leadership pipelines skip the frontline. But these team members already know your members, your values, and your rhythm.
By investing in leadership at the lobby level, you don’t just prepare individuals, you strengthen the entire organization from the inside out.
The result? Leaders who are grounded in service, fluent in your culture, and equipped to inspire from day one.
Let Leadership Development Begin Where Relationships Begin
At the counter. In the drive-thru. On the phone.
Leadership doesn’t have to wait for a title or a promotion. It can begin with a smile, a question, a solution, or a helping hand. When you start noticing and nurturing leadership in the everyday, you grow something powerful—an organization where leadership truly rises from within.
Ready to develop your next generation of leaders, starting right in the lobby? We’re here to help you build that future through powerful leadership development and content. See how we’re helping other credit unions do the same.
