Knowledge Ops Solution for Banks & Credit Unions

Mitigate risk, empower employees, exceed customer expectations

Say goodbye to tribal knowledge, messy documentation, and employee memorization with the right software, frameworks, and habits. 

Develop a culture that provides employees, supervisors, and customers with an exceptional experience

When banks and credit unions rely on tribal knowledge, maintaining compliance, empowering employees, and providing an exceptional customer experience can feel impossible. Especially when procedures, processes, and systems can change with little to no warning.

To drive real change in your bank or credit union, you need to rethink the way you transfer knowledge from those know to those who do.

With an integrated knowledge base software and training & performance support solution, you can create an environment where employees can accurately, confidently, and independently handle any task or solve any problem.

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How banks & credit unions use ScreenSteps to reduce risk, speed up onboarding, and improve operations

Improving performance, training, and customer service at your bank or credit union starts with the implementing the right technology and frameworks for effective knowledge transfer. 



Knowledge Base Software

Put information directly at your employees fingertips with just-in-time digital guides. Create decision trees, interactive checklists, and standard articles for every procedure.

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Find & Follow

Employees can do more by memorizing less. This framework will reduce onboarding time & escalations, while empowering employees to be confident & independent.

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What changes when you move from tribal knowledge to guided knowledge? Everything.

When banks and credit unions implement a knowledge transfer strategy that puts accurate knowledge at their employees' fingertips, right when they need it, they ensure they are maintain compliance, reduce risk, and improve the overall customer experience. 

The results? Less stress, faster training, and improved workplace operations. 


Modernize your banking operations with a software that makes knowledge operational 

When you launch a knowledge base software that allows makes it easy to create, manage, and use digital guides and articles, everything runs smoother. You're able to maintain compliance at all times, ensure employees are always using the most accurate and up-to-date processes to perform a task, and adapt to change without missing a beat.

Fed up with the stress, struggle, and pain of relying on tribal knowledge?

Meet with the ScreenSteps team to learn how you can improve your knowledge operations to develop confident, independent, and compliant employees.

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Transfer actionable (and accurate) knowledge to your employees faster and more effectively

Improving the operational efficiencies at your bank or credit union requires more than just a new software. It requires a change in the way you think about and use knowledge. 

The Find & Follow Framework is made up of four systems, all designed to help you transfer actionable knowledge to your employees in a fast and effective way. Ultimately, Find & Follow removes the reliance on employee memorization (the main cause of all mistakes and errors). Instead, employees are trained to find and follow easy-to-use digital guides to solve problems and complete tasks. Here's how it works: 

  • Prepare

  • Train

  • Empower

  • Adapt

Prepare System


Prepare your knowledge resources

Transferring actionable knowledge to employees starts with preparing the right digital guides and training resources.

The Prepare System includes two parts:

  1. Align your training and operations teams and define what employees need to know, what they need to be able to do, and how they should do it
  2. Desig and refine digital guides that employees can easily find and follow while on the performing a task or solving a problem
Prepare System


Train on what matters

With Find & Follow, employees only memorize the necessary foundational knowledge and then learn to follow digital guides for everything else.

The Train System consists of four parts:

  1. Break up the areas of an employee's job into bite-sized topics
  2. Provide foundational courses of the high-level information needed for each topic
  3. Run through dozens of practice activities to get your agents comfortable using digital guides
  4. Rinse and repeat for each topic area


Empower employees to be confident & independent

In Find & Follow, employees rely on the digital guides to do their work just like a cook relies on recipes to make meals. 

The Empower System consists of three steps:

  1. Employees rely on digital guides to perform tasks and solve problems
  2. Supervisors and managers redirect questions back to the knowledge base
  3. Supervisors and managers invest in continuous optimization of the knowledge base


Adapt to change

Find & Follow allows your team effortlessly adapt to small changes and confidently adjust to major changes such as a new CRM/ERP, merger/acquisition, or any other transformative change.

The Adapt System consists of three steps:

  1. Analyze the impact of the change
  2. Prepare the guides and resources needed to adapt to the change
  3. Notify employees of the changes to the digital guides

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How effectively does your team use knowledge?

Moving from tribal knowledge to guided knowledge requires a change in the way we think about and use knowledge.

The Knowledge Ops Maturity Model is designed to help organizations understand how they are currently using knowledge, and what actionable steps they can take to improve their knowledge operations. 

Explore the Knowledge Ops Maturity Model

See how other banks & credit unions are using a ScreenSteps to improve their operations with these success stories

Banks & credit unions who implement the Find & Follow Framework and knowledge base software see less mistakes, fewer questions, shorter training times, better operational performance, and maintain compliance. 

Additional resources to improve your bank's compliance & operations

Stop relying on tribal knowledge and increase employee confidence and independence with better knowledge transfer