The NAFCU Journal November-December 2019 - 40

EXECUTIVE SPOTLIGHT

Mary McDuffie
President/CEO
Navy Federal Credit Union

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 notfor-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 entrylevel employees. 

We create this inclusive environment by
fostering connections through numerous
employee forums, town hall meetings and
40

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 innova-

tion 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.

THE NAFCU JOURNAL NOVEMBER-DECEMBER 2019



The NAFCU Journal November-December 2019

Table of Contents for the Digital Edition of The NAFCU Journal November-December 2019

The NAFCU Journal November-December 2019
Contents
Conferences
From the Chair
Washington and Industry Briefs
The Bottom Line
Welcome, New Members
Leading the Charge
Test for Success
Test for Success
Executive Spotlight
Management Insight
Compliance Central
Inside NAFCU Services
From the President’s Desk
The NAFCU Journal November-December 2019 - The NAFCU Journal November-December 2019
The NAFCU Journal November-December 2019 - Cover2
The NAFCU Journal November-December 2019 - Contents
The NAFCU Journal November-December 2019 - 2
The NAFCU Journal November-December 2019 - Conferences
The NAFCU Journal November-December 2019 - From the Chair
The NAFCU Journal November-December 2019 - 5
The NAFCU Journal November-December 2019 - Washington and Industry Briefs
The NAFCU Journal November-December 2019 - 7
The NAFCU Journal November-December 2019 - The Bottom Line
The NAFCU Journal November-December 2019 - 9
The NAFCU Journal November-December 2019 - 10
The NAFCU Journal November-December 2019 - 11
The NAFCU Journal November-December 2019 - 12
The NAFCU Journal November-December 2019 - Welcome, New Members
The NAFCU Journal November-December 2019 - 14
The NAFCU Journal November-December 2019 - 15
The NAFCU Journal November-December 2019 - 16
The NAFCU Journal November-December 2019 - 17
The NAFCU Journal November-December 2019 - Leading the Charge
The NAFCU Journal November-December 2019 - 19
The NAFCU Journal November-December 2019 - 20
The NAFCU Journal November-December 2019 - 21
The NAFCU Journal November-December 2019 - 22
The NAFCU Journal November-December 2019 - 23
The NAFCU Journal November-December 2019 - 24
The NAFCU Journal November-December 2019 - 25
The NAFCU Journal November-December 2019 - Test for Success
The NAFCU Journal November-December 2019 - 27
The NAFCU Journal November-December 2019 - 28
The NAFCU Journal November-December 2019 - 29
The NAFCU Journal November-December 2019 - 30
The NAFCU Journal November-December 2019 - 31
The NAFCU Journal November-December 2019 - Test for Success
The NAFCU Journal November-December 2019 - 33
The NAFCU Journal November-December 2019 - 34
The NAFCU Journal November-December 2019 - 35
The NAFCU Journal November-December 2019 - 36
The NAFCU Journal November-December 2019 - 37
The NAFCU Journal November-December 2019 - 38
The NAFCU Journal November-December 2019 - 39
The NAFCU Journal November-December 2019 - Executive Spotlight
The NAFCU Journal November-December 2019 - 41
The NAFCU Journal November-December 2019 - Management Insight
The NAFCU Journal November-December 2019 - 43
The NAFCU Journal November-December 2019 - Compliance Central
The NAFCU Journal November-December 2019 - 45
The NAFCU Journal November-December 2019 - Inside NAFCU Services
The NAFCU Journal November-December 2019 - 47
The NAFCU Journal November-December 2019 - From the President’s Desk
The NAFCU Journal November-December 2019 - Cover3
The NAFCU Journal November-December 2019 - Cover4
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