Knowledge Ops Solution for Credit Unions
Reduce questions, mistakes, and onboarding time with a knowledge base and performance framework built for the modern credit union.
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.
It's time to say goodbye to tribal knowledge, memorization, and 20-page PDFs that no one actually uses. 👋
ScreenSteps is a knowledge ops solution that arms your credit union with the technology, frameworks, and habits needed to support member-facing employees. The results? Faster onboarding, fewer mistakes, and a better member experience.
Technology
Create a centralized knowledge hub with digital guides, job aids, and training resources.
Framework
Onboard & retain confident employees with a better way to work & train.
Habits
You're not alone. Guarantee success with one-on-one knowledge coaching & workshops.
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 — check out our customer success stories.
Implementing ScreenSteps and the Find & Follow Framework isn't easy — 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
The first step is to align your training & operations teams.
During a Find & Follow Workshop, we work with your credit union team to define:
The result is a clear roadmap for what digital guides and foundational courses your employees need to be confident and productive every day.
Once you have your roadmap, the second step is to create the knowledge resources.
You need two types of knowledge resources:
This is done by either designing resources from scratch or refining your credit union's existing documentation.
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.
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.
While formal training for member-facing roles (teller, agent, MSRs, etc.) typically only lasts a few weeks, it can take closer to 12 months before new hires are confident in handling tasks and solving problems on their own.
More often than not, new hires quit before they truly reach proficiency.
Find & Follow Training focuses on developing confident & independent new hires in 30 days or less.
This is done by teaching new hires the background information they need (through foundational courses) and then practicing finding and following the digital guides they need to perform tasks and solve problems.
Without needing to memorize everything, new hires can confidently handle any task (no manager assistance necessary).
The member experience is everything. When your members interact with an employee who doesn't know how to perform a task (or worse yet, does it incorrectly), members become frustrated and lose trust in your credit union.
By creating a centralized knowledge hub and training employees to rely on digital guides, all employees become consistent experts.
Whether a member is interacting with a tenured SME or a new hire, the experience will be quick, easy, and delightful.
Whether you're ramping up new hires, rolling out new systems, or opening new branches, having a centralized knowledge hub makes change seamless.
Creating a Find & Follow culture ensures employees know where to go for information, and are always working from the most up-to-date digital guides.
You can explore ScreenSteps' integrations here.
Don't see what you're looking for. We can work with your team to make sure the implementation is seamless.
Hiring and retaining employees at a credit union can be challenging. What needs to change to encourage new hires to stay?
How do you provide a more consistent member experience at your credit union? Learn two key approaches for a more consistent experience.
How exactly does ScreenSteps help credit unions? Watch the 3-minute video for 3 ways ScreenSteps helps improve knowledge transfer at credit unions.
“This 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.”
“This 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.”
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.