Navy Federal Credit Union 2015 Annual Report Download - page 13

Download and view the complete annual report

Please find page 13 of the 2015 Navy Federal Credit Union annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 78

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78

2015 ANNUAL REPORT 11
service to more than 3.2 million members, answering 26 million calls. Throughout the year,
95 percent of members were able to complete their transaction in one call. Most importantly,
93 percent shared they were highly satisfied with the courtesy shown to them by our Member
Service Representatives. Our contact center continues to streamline processes to make the
experience even easier for our members when they call.
We created a new dedicated Social Care team to respond to member inquiries through our
social media channels. With an average response time of 13 minutes, our team answered questions,
provided time-sensitive information and celebrated with members all day, every day throughout
2015. We invited new members to #JoinTheFamily and share their experiences and stories with us
on social media. Our members and fans responded with more than 1,000 heartwarming stories
and photos, some of which are highlighted here in our Annual Report.
OUR COMMITMENT EARNS RECOGNITION
For the ninth year, Navy Federal’s investment in our products, our services and the teammates
who serve our members earned us best-in-class honors for customer satisfaction in the
American Customer Satisfaction Index (ACSI) founded by the University of Michigan’s Ross
School of Business.
We were selected by FORTUNE magazine and the Great Place to Work® Institute for “100 Best
Companies to Work For®” in 2015 for the fifth time, for the 100 Best Workplaces for Millennials
and Women and for the 50 Best Workplaces for Diversity. Computerworld magazine named
Navy Federal as a Best Places to Work in IT 2015, and we were also selected as a Best Companies
to Work For in Florida and Texas, as well as a Best Places to Work in San Diego and Hawaii.
CivilianJobs.com recognized Navy Federal as one of the Most Valuable Employers for Military.
This recognition underscores Navy Federal’s commitment to its members and employees.
This past year was exceptional for Navy Federal Credit Union in terms of growth in membership,
deposits and loans. We added new products and services to improve the ways we help members
achieve their financial goals. We’re proud of our financial performance, but most of all, we’re
proud to support our members—the men and women of the armed forces and their families.
Cutler Dawson
President
John A. Lockard
Chairman
REPORT OF THE CHAIRMAN & PRESIDENT
2015 In Review