How change management and technology revolutionized Navy Federal’s customer experience

Navy Federal recognized the need to modernize its operations to better serve its growing member base. West Monroe partnered with the credit union to transition from outdated, manual processes to the nCino Bank Operating System, a cloud-based platform that streamlined member onboarding and business loan origination. By automating workflows and consolidating processes, we helped Navy Federal replace paper-heavy tasks with more efficient, digital solutions. This transformation improved decision-making and enhanced transparency.

Streamlining Navy Federal’s operations required a blend of technology expertise and deep understanding of credit union processes. West Monroe’s team worked closely with Navy Federal to understand their specific needs and challenges. We helped replace outdated systems with the nCino platform, integrating key functionalities like credit reporting, loan documentation, and eSignature providers. Our focus on change management ensured that Navy Federal’s teams could seamlessly transition to the new system, helping them improve the member experience and increase efficiency without disrupting day-to-day operations.

West Monroe’s partnership with Navy Federal resulted in a more efficient, data-driven platform that supports business growth, compliance, and member satisfaction. The nCino solution streamlined onboarding and loan origination, enabling the seamless onboarding of 2,000 new members each month while providing 500 internal users a smoother, unified experience. The automated workflows now help Navy Federal manage risk effectively, enhance transparency, and support future growth in lending. Over 140,000 business members benefit from faster onboarding, reinforcing Navy Federal’s competitive advantage and setting the foundation for sustainable, long-term expansion.