Customer Story

How HFS FCU Cut Teller Training Time from Months to Days

Learn how HFS FCU transformed scattered knowledge into step-by-step guidance that helps new hires find answers, follow processes, and start working independently within days.

TL;DR

The short version (TL;DR)

Company: HFS Federal Credit Union

Challenge: Teller training took 6-12 months, with employees relying on supervisors because there was no reliable way to find and follow answers.

Solution: HFS FCU used ScreenSteps to create step-by-step guides, make them accessible in Sidekick, and implement Find & Follow Training.

Results: New tellers working independently in just a few days, reducing interruptions and easing the burden on trainers.

The short version (TL;DR)

The Company

HFS Federal Credit Union

The Challenge

Teller training took 6-12 months, with employees relying on supervisors because there was no reliable way to find and follow answers.

The Solution

HFS FCU used ScreenSteps to create step-by-step guides, make them accessible in Sidekick, and implement Find & Follow Training.

The Results

New tellers working independently in just a few days, reducing interruptions and easing the burden on trainers.

Fast & Scalable Teller Training at HFS FCU

6+ months

Time to independence before ScreenSteps

2-3 days

Time to independence with ScreenSteps

“It used to take 6-12 months to really train tellers. Now, by the second or third day on the line, new tellers are working independently.”

The Company

HFS Federal Credit Union

HFS Federal Credit Union serves communities across Hawaii with six branch locations. As they continue to grow and regularly bring on new hire classes, consistent and scalable training has become increasingly important.

The Challenge

Training That Took Months to Stick

At HFS Federal Credit Union, it could take six months to a year for new tellers to feel fully confident in their roles.

Even after onboarding, employees still relied heavily on trainers and supervisors to get through day-to-day work.

Most of the processes and procedures lived in people’s heads. Employees learned by shadowing and picking things up from whoever trained them. Oftentimes, employees were expected to take their own notes just to keep track of how to do their jobs.

There was some existing documentation, but it wasn’t designed to support the moment of performance. Procedures were often:

Dozens of pages long
Written in technical or legal language
Mixed background information with step-by-step actions

To find anything, employees had to click through layers of folders or sort through search results that didn’t surface what they needed.
So even when the answer existed, it was usually faster to ask someone.

For the training team, this created a constant cycle of teaching classes, answering repeated questions, and jumping in to help with transactions throughout the day.

“Whoever trained you is how you do it, and that’s just how you continue doing it for the rest of your time here.”

Kianna-Marie Helm
Professional Development Coordinator, HFS Federal Credit Union

The Solution

Step-by-Step Guides and Find & Follow Training

A small but determined training team took on the work of reviewing, rebuilding, and organizing their documentation. They transformed what they had into step-by-step guides, filled in any gaps with new SOPs, and introduced Find & Follow Training so employees could find and follow answers on their own.

Because HFS FCU already had existing documentation, they didn’t need to start from scratch.

They began by auditing their intranet and bringing roughly 900 existing documents into ScreenSteps. But importing content was only the start.

Most of those documents weren’t usable as they were. They combined background knowledge with instructions, required interpretation, and weren’t structured for someone trying to complete a task in real time.

Step 1

Imported 900 Existing Documents

Because HFS FCU already had existing documentation, they didn’t need to start from scratch.

They began by auditing their intranet and bringing roughly 900 existing documents into ScreenSteps. But importing content was only the start.

Using ScreenSteps Clarify AI Transform, the HFS FCU team turned their existing, lengthy documentation into smaller, focused articles.

Background information was separated from step-by-step actions. Language was simplified so employees could follow instructions while working, not just read them in advance.

Separating foundational knowledge (the why) from actionable knowledge (the how) helps employees perform in the moment of need.

Think of an online recipe: you don't want to read the full backstory of its origins; you just want to know how to make the meal!

Step 2

Used Clarify AI to Optimize For Usability

Using ScreenSteps Clarify AI Transform, the HFS FCU team turned their existing, lengthy documentation into smaller, focused articles.

Background information was separated from step-by-step actions. Language was simplified so employees could follow instructions while working, not just read them in advance.

As they worked through the content, they identified specific gaps where knowledge had been shared only through tribal knowledge. Entire processes had never been documented.

Using ScreenSteps rapid authoring tools, the HFS FCU team filled those in as they went, expanding their library to more than 1,000 articles.

Step 3

Filled in The Knowledge Gaps With New SOPs

As they worked through the content, they identified specific gaps where knowledge had been shared only through tribal knowledge. Entire processes had never been documented.

Using ScreenSteps rapid authoring tools, the HFS FCU team filled those in as they went, expanding their library to more than 1,000 articles.

As their knowledge base came together, they changed how training worked on the floor. They implemented the Find & Follow Framework.

Instead of walking new hires through every transaction or answering questions in the moment, trainers shifted their role.

Day One:
New hires were introduced to the ScreenSteps knowledge base, including foundational articles for background information and actionable how-tos.

Day Five:
New hires were put on the teller line, helping members while still learning the role.

In the past, this meant constantly stopping to ask questions or waiting for a supervisor to step in. Now, they were expected to pause, look up the process in ScreenSteps, and work through each transaction on their own.

Step 4

Matched Training to Find & Follow Behaviors

As their knowledge base came together, they changed how training worked on the floor. They implemented the Find & Follow Framework.

Instead of walking new hires through every transaction or answering questions in the moment, trainers shifted their role.

Day One:
New hires were introduced to the ScreenSteps knowledge base, including foundational articles for background information and actionable how-tos.

Day Five:
New hires were put on the teller line, helping members while still learning the role.

Pro Tip

Deliver answers where work is actually happening

The ScreenSteps Sidekick browser extension became a key part of Find & Follow training. New hires kept it open within their core (Keystone Correlation) and used it to find answers in real time as situations arose.

Instead of digging through folders or guessing which article to open, employees could ask a question and quickly get pointed to the exact steps they needed.

Pro Tip

Deliver answers where work is actually happening

Instead of digging through folders or guessing which article to open, employees could ask a question and quickly get pointed to the exact steps they needed.

“I had to kind of train myself not to jump in right away and instead tell them, ‘Look on ScreenSteps first. If you can’t find it, then come ask me.’”

Kianna-Marie Helm
Professional Development Coordinator, HFS Federal Credit Union

The Results

Independent Tellers in Just a Few Days

6+ months

Time to independence before ScreenSteps

2-3 days

Time to independence with ScreenSteps

“By the second or third day on the teller line, they were totally independent and didn’t need us stepping in as much.”

HFS FCU changed how new hires were trained, shifting away from constant supervision and toward a model where employees could work through transactions on their own.

That shift showed up quickly once new hires got on the teller line. Instead of stopping to ask for help, they began looking up answers and following the steps in real time.

Within a few days, the difference was clear.

Faster Training

New hires began handling transactions on their own within 2–3 days instead of taking months to ramp.

Fewer Interruptions

Trainers were no longer pulled away to answer the same questions or step in for routine tasks.

Staff Consistency

New hires searched for answers and followed the same steps every time, reducing variation across employees.

Scalable Training

With shared guides and less reliance on trainers, new hires learn the same way without increasing the team’s workload.

“It’s a lot less stressful from a trainer standpoint because we don’t have to repeat the same things over and over again.

We’re all like, ‘Why does this feel so easy?’ The new tellers are using ScreenSteps and figuring things out on their own.”

Kianna-Marie Helm
Professional Development Coordinator, HFS Federal Credit Union

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