Navy Federal Honors Members as Credit Union Recognized as 'Best in Class' for Customer Service

PHOTOS: Cutler Dawson, president and CEO, Navy Federal Credit Union, Roxie Strohmenger, Forrester vice president of US Customer Experience; Photo 2: L-R Steve Romano, Executive Vice President, Branch Operations; Vince Pennisi, Chief Financial Officer; Dave Tillery, Executive Vice President, Lending; Roxie Strohmenger, Forrester vice president of US Customer Experience Index; Cutler Dawson, president and CEO, Navy Federal Credit Union; Mary McDuffie, Executive Vice President, Delivery Channels; Bill Hills, Chief Information Officer Information Systems and John Peden, Chief Operating Officer (click on photos to enlarge)

VIENNA, VA -- Research and advisory firm Forrester has recognized Vienna-based Navy Federal Credit Union as Best in Class for Customer Experience.

This marks the third time the credit union has received the recognition. To show appreciation for the members who make them “Best in Class,” Navy Federal’s leadership honored its member base at a ceremony and celebration Wednesday at the branch located at the Vienna headquarters.

Navy Federal’s president and CEO, Cutler Dawson, accepted an award from Forrester before he introduced a trophy that is scheduled to travel around the world, visiting many of the credit union’s branches over the next year, symbolizing that it is Navy Federal members who are being honored with the Forrester award, organizers said.

The following is a Patch Q&A with Dawson, about the credit union and the scoop on their customer service.

Patch: What makes Navy Federal Credit Union's customer service so appealing to its members? Can you give specific examples of why customers seem to like and appreciate the credit union's customer service so much?

Dawson: The military and their families have always been the core foundation of our membership for over 80 years – it’s a group we know very well. Our members know they can trust us to provide the best product or service to them because at the end of the day our members’ financial success is our success.

Example:

We understand the unique financial needs of the military and their families and that’s because many of our employees come from military families or have been in the military themselves. That’s why when you call into our contact center, or walk into any of our 288 branches around the world, you’re going to be treated like family.

Knowing our members better than anyone helps us do the right things for them at all times – it’s what makes us who we are.

Patch: I imagine that a lot of the folks who work at the credit union are responsible for the customer service -- how is working there more appealing than working for another credit union?

Dawson: Our employees are passionate about our mission to serve the military and their families. According to the results of our recent Fortune 100 employee survey, 95% of employees are proud to tell others they work at Navy Federal. There is a sense of pride in getting to serve those who serve our country and I think that’s the most rewarding part about working at Navy Federal.

Patch: How many credit union branches are located in Northern Virginia?

Dawson: Federal currently has 22 branches located in Northern Virginia.

Patch: Can people who are not in the military join the credit union? If so, do you know approximately the percentage of members who are non-military?

Dawson: Military and family members of the military make up about 82 percent of Navy Federal’s membership. Navy Federal Credit Union serves all branches of the armed forces, including the Department of Defense, Coast Guard, civilian and contractor personnel and their families.

Patch: As a "best place to work," (and I noticed also a "best place to retire from") how does the credit union keep employees happy and motivated? How does the credit union communicate with employees? And why is it a "best place to retire from"?

Dawson: In addition to being a best place to bank, we’re also a best place to work and that’s because we encourage, listen and act on employee feedback. As an employer of over 14,000 team members all around the world, it’s our responsibility to do what’s right by them –in turn they go above and beyond for our members.

It’s not uncommon to see employees who have worked at Navy Federal for 15, 20 or 25 years. The loyalty and trust we’ve earned from our members is due to the level of member service and commitment our employees have provided for over 80 years. We’ve learned that if you deliver that same level of service to your employees you get remarkable results.

Additional awards and recognitions:

• FORTUNE Magazine Survey – 100 Best Places to Work for in 2016 ranked No. 44 (6th time, 5th consecutive year)
• Most Valuable Employers for Military – Awarded by CivilianJobs.com
• Computerworld’s 100 Best Places to Work in IT in 2015 – Ranked #26 among large companies
• 100 Best Workplaces for Millennials
• 30 Best Workplaces to Retire From
• 30 Best Workplaces in Financials and Insurance
• Top Workplaces Washington Post
• Computerworld’s Best Places to Work in IT

Patch: Can you tell us a little bit about yourself and your background? What do you like most about your job at Navy Federal?

Dawson: I really enjoy working with a team of dedicated, insightful and caring individuals at Navy Federal. I am proud to be part of a remarkable team of true professionals. I am in my 12th year as CEO of Navy Federal. Prior to that I was an officer in the Navy for 34 years (worked with some terrific teams there as well!). I also enjoy golf, skiing, weight lifting and all sports. Go Nats!