Q: What led you to the credit union sector and to Navy Federal Credit Union?
A: I’ve always been drawn to companies that stand for something and that make a difference. When I came to the credit union 20 years ago, I was excited by Navy Federal’s commitment to serve those in uniform and their families and the not for- profit structure of credit unions. In short, the appeal of Navy Federal Credit Union got me from day one — we truly care about our members. Although a lot has changed since I first started, much of what makes Navy Federal special remains. The mission that drives our team members to go above and beyond has remained constant and continues to be an inspiration for me today.
Q: Describe your leadership philosophy.
A: I’m a team player. I’ve found that the best ideas, strategy and results often come out of a collaborative and collegial environment; I’m always intrigued by new ideas of how we can make our member — and employee — experience better. And good ideas come from all levels of the credit union, from the executive leadership team members to entry-level employees.
We create this inclusive environment by fostering connections through numerous employee forums, town hall meetings and digital communications. Equally importantly, we encourage all management staff to visit branches and listen to phone calls to understand what it takes to deliver outstanding member experience.
Our former president/CEO, Cutler Dawson, set a great example of the importance of supporting all of our team members. Because when our people are engaged and satisfied with their jobs, they’re better able to deliver excellent service to our members.
Q: What are the unique challenges that come with being CEO of the country’s largest credit union, and how are you addressing those challenges?
A: We were founded in 1933 by just seven members; now, we serve more than 8 million. Yet in many ways, we still operate like a small credit union. Whether it’s in a branch, on the phone or through our digital channels, our mission is delivering the best experience possible to the individual member. At Navy Federal, member service comes first.
We face the same challenges as many credit unions. The ever-evolving regulatory environment, fintechs, AI and harnessing the power of data all have our attention. In many areas, we rely on our key relationships with our trade association partners and other industry players.
Q: What are some of the technologies and trends you are incorporating into Navy Federal’s operations and services?
A: We see new technology and innovation as opportunities to further improve our award-winning member service. We continue to make investments in agile development and our data infrastructure, all with an eye to improving member and
employee experience.
This year, for example, we launched HomeSquad, our new digital mortgage application platform. HomeSquad is a game-changer for our members, as it makes it drastically easier for them to complete the home-loan application process.
Q: Navy Federal passed the $100 billion in assets milestone. What does that mean to you, and for the Navy Federal team?
A: Yes, earlier this year we passed $100 billion in assets. But it’s not something we’ve focused on; asset growth is just an outcome. Member satisfaction and great member experience are what drive those asset numbers. Those are top priorities.
We’ve grown responsibly by staying true to ourselves and our mission. We are a larger, stronger organization because we have remained committed to our members’ needs.
This article was published in the November-December 2019 edition of The NAFCU Journal magazine.
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