Case Study: Desert Rivers Credit Union empowers loan officers with guided workflows using ScreenSteps

Desert Rivers Credit Union helps Loan Officers close loans independently in weeks with ScreenSteps

Desert Rivers Credit Union faced a challenge in supporting both new and tenured Loan Officers through their complex loan processes. Relying on traditional training and memorization, officers frequently had to turn to managers or subject matter experts for help, which slowed down operations and created an inconsistent member experience. They turned to the vendor ScreenSteps and its Knowledge Ops Platform for a solution.

ScreenSteps provided a solution by creating a general Loan Execution Template and then 11 unique loan execution workflows to guide officers through each step. The result was that new Loan Officers could confidently and independently create and close loans after just a few weeks on the job. This significantly reduced pressure on leadership and branch managers, allowing them to focus on strategic initiatives while ensuring a remarkable member experience.

Desert Rivers Credit Union