Navy Federal Credit Union Unifies Departments with Centralized Workforce Management

Thanks to the best-of-breed Verint Workforce Management, part of Verint Open Platform, Navy Federal can now provide a capacity plan that enables it to better distribute its resources. As a result, it can avoid unnecessary overtime or underutilized capacity in departments with sporadic workloads. “Verint has been instrumental in finding innovative ways for us to right size our staff and departments,” adds Bretana.

The one workforce approach helps Navy Federal not only understand resource requirements of different departments, but also fulfill those needs by redistributing staff as needed. “Navy Federal has been able to more effectively retain staff because we are doing innovative things to help manage the workforce across the credit union as a whole,” explains Brittany Costanzo, Workforce Management Analyst at Navy Federal Credit Union.

For example, in the current economic climate of high interest rates and low volume, the interest in real estate has declined. Subsequently, Navy Federal’s loan and mortgage support assistance teams had excess capacity. At the same time, member inquiries made to the contact center were growing. To help better balance workload and maintain a high level of employee productivity, while also ensuring premium member experience, Navy Federal cross-trained 120 loan officers to support the contact center.

Besides providing the right number of staff at the right place at the right time to address members’ needs, cross-training employees to support servicing members in other departments led to higher member satisfaction rates. “It’s building that relationship from the very beginning,” notes Costanzo. “Loan officers submit the application for our members and then they get to stay with them throughout the entire process. We’ve seen this really help to improve our member satisfaction.”

In addition, with Verint Open Platform and best-of-breed Verint Workforce Management, Verint Quality Management, and Verint Speech Analytics, Navy Federal created greater synergies across departments. For example, across departments, the company can automatically schedule coaching sessions when agents’ quality scores drop too low, or immediately provide insights into quality assurance when customer interactions are flagged by Verint Speech Analytics.

Overall, this helps ensure a consistent, quality experience across member touchpoints. Such insights and coaching needs may have gone unnoticed previously because of disparate systems. Today, with unified Verint Open Platform solutions, the data and insights can easily be shared across the enterprise.

Verint Workforce Management has enabled Navy Federal to automate several processes, giving employees faster and more decisive answers on time off requests, overtime requests, or requests for voluntary time off. 

“Our employees also benefit from using Verint,” Costanzo concludes. “Previously, our loan officers in real estate lending didn’t have an easy way to request leave or see their schedules. Now, they’re able to easily adjust their schedules through Verint Workforce Management request management functionality. We’ve seen an increase in satisfaction because they feel like they have more control over their day-to-day productivity and their schedule.”