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“Once a member, always a member. Your life is our mission.” For most lenders, delivering on such a strong promise might
seem unnerving – perhaps even impossible. For Navy Federal Credit Union, it’s been the norm for over 80 years.
Navy Federal’s decades-long member-focused success requires two key components. First is a team that fundamentally
believes in the organization’s goals. As Randy Hopper, senior vice president of mortgage lending put it, “We’re all focused
on our members, and we really do believe our members are the mission.”
Next, it requires the tools needed to ensure members receive the best service available to them, no matter where in the
world they may be. This is complicated by the reality that, as Hopper explained, “Expectations are changing, and we have to
deliver an elevated experience.”
As expectations change, so too do the tools required to ensure Navy Federal continues to provide world-class service. To
address shifting needs, Navy Federal Credit Union partnered with Blend to spearhead a digital transformation. Together,
the two teams implemented a Digital Lending Platform, empowering credit union staff to provide an unparalleled member
experience across members’ channel of preference.
