Customer Story

Desert Rivers Credit Union Supports Loan Officers With Guided Workflows

"These guides are a game-changer for branch managers, allowing their teams to work independently and reducing pressure on leadership."

TL;DR

The short version (TL;DR)

Company: Desert Rivers Credit Union

Challenge: Support new and tenured Loan Officers through complex processes.

Solution: Created 11 unique loan execution workflows to guide officers through each step.

Results: New Loan Officers can confidently and independently create and close loans after just a few weeks on the job.

The short version (TL;DR)

The Company

Desert Rivers Credit Union

The Challenge

Support new and tenured Loan Officers through complex processes.

The Solution

Created 11 unique loan execution workflows to guide officers through each step.

The Results

New Loan Officers can confidently and independently create and close loans after just a few weeks on the job.

The Company

Desert Rivers Credit Union

Desert Rivers Credit Union, headquartered in Moab, Utah, manages $100 million in assets and serves over 7,500 members. With four branches and four ATMs, the credit union employs 30+ staff members, offering financial services to residents of Grand and San Juan counties.

The Challenge

Supporting New Loan Officers Through Complexity

For years, the Desert Rivers team used traditional training and documentation methods to support Loan Officers on the job. Officers were expected to memorize all of the requirements, steps, and procedures for creating and executing the different loans available at the credit union. If they didn’t know how to do a step or the procedure changed, they turned to their branch manager or the Subject Matter Expert (SME) for assistance.

This behavior bogged down supervisors, slowed down loan processing procedures, and made for an inconsistent member experience.

The Solution

Loan Execution Decision Trees

Step One

Team lead created a general Loan Execution Workflow Template in the Knowledge Ops Platform

Step Two

SMEs cloned and modified the original template to create 11 unique loan execution workflows

Step Three

New and tenured Loan Officers use specific workflows to execute loans confidently and independently

To better support Loan Officers, the Desert River team first created a General Loan Execution Template in their ScreenSteps Knowledge Ops Platform. The template used decision trees to help officers make decisions and interactive checklists to ensure loan officers didn’t miss any steps or requirements.

Using that template as a starting point, the Desert River team created 11 unique Loan Execution Workflow Articles for the different loan types the credit union offers. The template gave the team a great jumping-off point, with only minor changes necessary, like screenshots or modifying required document lists.

Using these templates as support, new Loan Officers have been able to create and close new loans confidently and independently after just a few weeks on the job. This Loan Officer independence allows branch managers to focus on their strategic initiatives and helps deliver a remarkable member experience.

"Seeing a new loan officer close a loan entirely on their own, with only the help of our ScreenSteps guides, was incredibly exciting! It’s a game-changer for branch managers, allowing their teams to work independently and reducing pressure on leadership."

Jill Jones
Director of Branch Operations, Desert Rivers Credit Union