Customer Story

High Plains Farm Credit Trains New Hires in Days With Find & Follow

“Before ScreenSteps, we were delaying loan processing just so we could use them for training. It was a total bottleneck and took months. Not anymore. Now, loans are distributed to be worked on as they are received, and new hires are able to work through those loans with the help of ScreenSteps.”

TL;DR

The short version (TL;DR)

Company: High Plains Farm Credit

Challenge: Reduce time-intensive one-on-one training sessions, eliminate bottlenecks caused by delayed loan processing, and make essential knowledge easily accessible to all.

Solution: Implemented the ScreenSteps Knowledge Ops Platform and Find & Follow Framework to guide new hires through procedures independently while also providing a streamlined platform for all staff to find answers to daily and one-off situations.

Results: New hires are productive within days, training bottlenecks have been eliminated, and staff are starting to implement standardized processes and procedures across multiple offices.

The short version (TL;DR)

The Company

High Plains Farm Credit

The Challenge

Reduce months-long one-on-one training and eliminate bottlenecks caused by delayed loan processing.

The Solution

Implemented the ScreenSteps Knowledge Ops Platform and Find & Follow Framework to guide new hires through procedures independently.

The Results

New hires are productive within days, training bottlenecks have been eliminated, and trainers can focus on deeper coaching and employee development.

“It used to take us months of undivided one-on-one time to train new hires. With ScreenSteps, we’ve seen a significant reduction in the amount of one-on-one training required to onboard new employees.”

Kaylee Schiffelbein
Operations Manager, High Plains Farm Credit

The Company

High Plains Farm Credit

High Plains Farm Credit is a member of the nationwide Farm Credit System, providing dependable financing and financial services to farmers, ranchers, and agribusinesses throughout western Kansas.

The Challenge

Time-Intensive New Hire Training

At High Plains Farm Credit, training new hires in loan operations was traditionally a time-consuming and disruptive process.

Loan operation procedures were primarily stuck in the heads of seasoned employees. As a result, managers and trainers had to spend months of one-on-one time with each new hire, walking them through every step of a procedure until it was memorized.

To facilitate this hands-on training, the team would intentionally delay loan processing so that managers could walk through the procedures in real time with new hires. This not only slowed down operations but also created bottlenecks that impacted the entire organization.

The constant repetition of “how-to” instructions left little room to explain the “why” behind each process.

“We were delaying and collecting different loans from our operations team and holding them for training. It created bottlenecks and slowed down the entire loan process.”

Kaylee Schiffelbein
Operations Manager, High Plains Farm Credit

The Solution

A Centralized Knowledge Ops Platform & Find & Follow Training

Using the ScreenSteps Knowledge Ops Platform and the Find & Follow Framework, High Plains Farm Credit has fundamentally changed how training happens.

Instead of relying on shadowing and memorization, new hires are introduced to each procedure once in a one-on-one walkthrough, using a ScreenSteps guide. From there, they complete the process independently with the help of step-by-step articles.

If questions arise, the expectation is to check ScreenSteps first. If they still need help, only then do they reach out to a manager. This structure promotes independence while ensuring safety nets remain in place.

A core team of five editors maintains the accuracy and clarity of procedures. Trainers and managers are part of a structured feedback loop that includes:

Comments

New hires can flag areas of confusion or suggest improvements directly in the articles.

Requests

Experienced staff and managers can assign incoming article requests, which are tracked and handled systematically.

Approval Process

Editors tag updated articles for manager review and approval before publication.

Reporting

Track employee usage, identify gaps, and optimize training experiences.

Most importantly, this shift has allowed managers and trainers to spend their time discussing the 'why' behind operations. This helps new employees understand the rationale behind procedures, not just the mechanics. This builds confidence and a deeper understanding from the start.

“As we continue to integrate ScreenSteps into our onboarding process, we're moving toward significantly reducing the need for one-on-one training. The platform is already giving new hires a greater sense of confidence and independence, allowing them to learn and troubleshoot on their own.”

Kaylee Schiffelbein
Operations Manager, High Plains Farm Credit

The Results

Faster, More Meaningful Training

The shift to ScreenSteps has transformed training at High Plains Farm Credit. What was once a time-intensive, manager-led process has become a scalable system that promotes employee independence and engagement. The team now spends less time explaining and more time developing confident, empowered staff.

Training Takes Days, Not Months

New hires become self-sufficient in just a few days, not after months.

No More Training Bottlenecks

Teams no longer hold loans to use as training tools. Productivity and member satisfaction is up.

Stronger Knowledge Retention

With repeatable access to guides, staff can revisit procedures anytime.

Meaningful Onboarding

Trainers now focus more on teaching the “why” behind procedures, deepening understanding.

Continuous Improvement

New hires actively use ScreenSteps and provide feedback, helping refine documentation.

“We used to spend a whole month training on day-to-day tasks. Now our goal is to walk them through it once or twice, show them ScreenSteps, and let them go.”

Kaylee Schiffelbein
Operations Manager, High Plains Farm Credit

Looking Ahead

Digital Transformations with ScreenSteps

With a nCino rollout on the horizon Kaylee and her team are ready. Their editors are trained, their process is dialed in, and their team culture is built around finding and following answers, not reling on tribal knowledge.

Transform training at your Farm Credit Association

Get new hires up and running in days, not months, with ScreenSteps Knowledge Ops Platform, the world's first AI-powered Knowledge Ops Platform.

Schedule a ScreenSteps Demo