Knowledge Ops Solution for Credit Unions

Increase employee confidence & improve member satisfaction

Reduce questions, mistakes, and onboarding time with a knowledge base and performance framework built for the modern credit union.

Credit Union Manager being stressed

Do things at your credit union feel...chaotic?

Do managers spend their time jumping in to answer questions, fix mistakes, and put out fires?

Do new hires take 6–12 months to become independent & productive (if they even last that long)?

Are employees stressed and anxious because they aren't able to confidently perform tasks or solve problems on their own?

We get it. Trying to empower employees, onboard new hires quickly, and keep compliance, all while providing an exceptional member experience, can feel impossible. 

Credit Union Manager being stressed

Here's the thing:

A better member experience begins with more confident employees.

Boost employee confidence with a knowledge ops solution

It's time to say goodbye to tribal knowledge, memorization, and 20-page PDFs that no one actually uses. πŸ‘‹ 

A knowledge ops solution arms your credit union with the technology, frameworks, and habits you need to support member-facing employees. The results? Faster onboarding, fewer mistakes, and a better member experience. 

What changes when you empower confident & independent employees? Everything.

When your credit union implements a knowledge transfer strategy that puts accurate knowledge at your employees' fingertips, everything changes. Don't just take our word for it β€” check out our customer success stories

Create a centralized knowledge hub your employees trust

Implementing ScreenSteps and the Find & Follow Framework isn't easy β€” but the results are so worth it. We're here to help every step of the way. Here are the four basic steps to create a centralized knowledge hub your employees love and trust. 

  • Define & Align

  • Design & Refine

  • Find & Follow

  • Measure & Adapt

Credit union employees discussing planning

1

Define what employees need to know and what they need to do

The first step is to align your training & operations teams. 

During a Find & Follow Workshop, we work with your credit union team to define:

  1. What employees need to know to do their job
  2. What employees need to be able to do to be productive

The result is a clear roadmap for what digital guides and foundational courses your employees need to be confident and productive every day. 

Credit union employees discussing planning
Credit union employees outlining how to do job functions

2

Design & refine knowledge resources to support employees

Once you have your roadmap, the second step is to create the knowledge resources. 

You need two types of knowledge resources:

  1. Digital Guides to help employees solve problems and perform tasks (i.e. job aids)

  2. Foundational Courses to learn the contextual information needed to train employees (i.e. self-paced videos that live in your knowledge base)

This is done by either designing resources from scratch or refining your credit union's existing documentation. 

Credit union employees outlining how to do job functions
credit unions following a digital guide

3

Find the digital guide, follow the instructions

Here's where the Find & Follow Framework comes in. 

New hires take the foundational courses and then practice finding and following digital guides to perform tasks. 

Once on the job, they simply find the digital guide they need and follow the instructions. Employees do this every time they need to perform a task or solve a problem for a member.

This removes the need for memorization, shadowing, or ask-you-neighbor shoulder taps. 

credit unions following a digital guide
credit union managers meeting to discuss workflow

4

Measure the impact, adapt as needed

As employees use digital guides to perform tasks and solve problems, managers will have access to real-time data to make operational improvements. 

And as systems or procedures inevitably change, adoption is simple. Just update or create digital guides to support employees. 

The results? Confident employees, consistent experiences, and easy change management. 

credit union managers meeting to discuss workflow

FAQs

How does ScreenSteps help me improve new hire onboarding & retention?

How does ScreenSteps improve the member's experience with our credit union?

How does ScreenSteps help my credit union grow?

How does ScreenSteps integrate with my current tech stack?

How much does ScreenSteps cost?

Additional resources to improve your credit union's training & operations

Don't just take our word for it

β€œThis platform has been a real game-changer in transforming the way we create and consume information to support our employees with growing their expertise and know-how to create a remarkable member experience.”

– Alaska, IT Support Specialist | connectFirst Credit Union
connectFirst Credit Union logo

Don't just take our word for it

β€œThis platform has been a real game-changer in transforming the way we create and consume information to support our employees with growing their expertise and know-how to create a remarkable member experience.”

– Alaska, IT Support Specialist | connectFirst Credit Union

Ready to improve onboarding, reduce questions, and eliminate mistakes in your credit union?

Fill out the form to schedule a live demo and learn how a knowledge ops solution can improve training, operations, and member services at your credit union. 

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Fill out the form to meet with Rick

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