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Navy Federal Credit Union • 2013 Annual report
7
80 Years of Innovation and Service
Delivering world-class service has been the cornerstone of Navy Federal’s success since our
founding in 1933. Our members know that Navy Federal is constantly focused on the unique
challenge of maintaining responsive and ecient service to our global membership. During
2013, we made many improvements to key services to provide greater convenience and
improve the ease of doing business with us.
Members have wholeheartedly embraced all things mobile. Downloads of our Mobile Banking
service increased by 75% to reach over 2 million users. In 2013, we delivered eight enhancements
to our mobile platform, including member-to-member transfers, the ability to see pending deposits,
and our app for the Kindle Fire. And, for a growing population, the ability to make mobile deposits
is reducing the need to stand in the teller line. By year end, 25% of all deposits, representing
$1.5 billion, were made using a mobile device.
In 2013, members enthusiastically embraced our new iPad® app.
By taking mobile banking to a higher level, we were able to be in the
digital space where members are—looking for information, shopping,
and transacting business. Our iPad app has more interactive tools,
information about Navy Federal products and account information,
and a host of educational articles, including our blog.
Even with the emergence of new digital channels, Navy Federal Online® and Account Access
remain strong. In 2013, Account Access subscribers increased by 15% to 4.4 million users. Toward
the latter half of the year, we began to migrate members to our new Account Access platform,
which oers new features and functionality. Members appreciate the consolidated transfer feature
and the ability to track their spending online. By year end, nearly 1 million members were using
the new platform.
Our branches and contact center remain vitally important to our members. Member visits to
branches totaled over 19 million, an increase of 5%. We also opened 15 new oces, eight of which
are located near Army and Air Force installations, bringing the branch oce network to 244.
For many years, Navy Federal has maintained a presence outside of the U.S. in Asia and Europe,
and in 2013 we added the continent of Africa with the opening of our branch in Djibouti, at
Camp Lemonnier. Our contact center handled a record volume of calls from members—over
23 million—up 11% from 2012.
In 2013, our Mobile
Banking service
increased by 75%
to reach over
2 million users.
Chairman & President , continued