Navy Federal Credit Union 2014 Annual Report Download - page 11

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[ 11 ]
NAVY FEDERAL CREDIT UNION 2014 ANNUAL REPORT
2014 A YEAR
IN REVIEW
Our mobile app continues to garner very
favorable reviews, averaging 4.5 stars for
iTunes®, Android™, and Kindle Fire. During
2014, we enhanced the apps with new
functions, including a credit card application
and the ability to make transfers to or from
another financial institution. Additionally,
members can request a new or replacement
Visa® Debit Card, activate their new card,
and select their PIN, all via mobile. As people
always have their mobile phone with them,
in 2014, use of mobile surpassed that of
Navy Federal Online® Account Access for the
first time, with over 290 million total sessions,
a 72% increase over 2013.
Use of Navy Federal Online Account Access
also continues to be strong. In 2014, we
completed the migration of members to the
new Account Access platform. Last year,
Account Access booked over $6 billion in
consumer loan and credit cards combined.
The number of active Bill Pay users grew
to over 500,000, a 35% increase.
Even with increased use of digital channels,
our branches and contact center provide
that ever-important personal touch that
builds trust and engagement with our
members and reinforces our commitment to
delivering world-class service. We opened
16 new oces, including our first branch
on a Coast Guard installation as a result of
our merger with Elizabeth City Coast Guard
Employees Credit Union in North Carolina.
Member visits grew by 4% in 2014 to reach 20
million. Our contact center handled a record
volume of calls from our members—over 26
million, surpassing 2013 calls by 14%. During
2014, our contact center focused on enhancing
the member experience, with particular focus
on resolving members’ inquiries during their
initial call, thereby eliminating the need for
subsequent transfers.
In 2014, our social media presence, especially
on Facebook and Twitter, allowed us to keep
our finger on the pulse of member sentiment
by responding to questions and providing
information on products and services. Our
Facebook and Twitter fans grew to a combined
total of 1.1 million, and our YouTube videos
garnered over 1 million views.
CHAIRMAN & PRESIDENT, continued
ASSETS
2013 $55.5
2014 $63.6