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nCino Enhances Navy Federal's Business Member Onboarding and Banking

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Customer Engagement



WILMINGTON, N.C., April 18, 2019 /PRNewswire/ — nCino, a worldwide leader in cloud banking, today announced that Navy Federal Credit Union is live on the nCino Bank Operating System within its business services division, which represents 137,000 business members. Working with nCino’s project team and West Monroe Partners, Navy Federal deployed the Cloud Banking Platform to employees across its contact centers and branches to efficiently onboard nearly 2,500 members a month, while reducing the onboarding time by approximately 75 percent.

“With the additional insights and capabilities gained from nCino’s platform, our employees and members are better positioned for success from the very beginning of their relationship,” said David Ledwell, senior vice president of consumer & business lending at Navy Federal. “We want to provide our business members with an experience that is fast, intuitive and consistent across all channels, which the nCino platform enables us to do.”

Video:Navy Federal executives discuss how nCino is improving the member experience

The nCino Cloud Banking Platform improves and automates workflows in several areas of the credit union’s business services including: member onboarding, online credit applications, pricing, risk rating and decision making. nCino’s Document Manager eliminates the need for paper loan files and enables real-time collaboration between employees and members for a swift, seamless experience. Additionally, Navy Federal borrowers can apply for business membership and business loans at their convenience, as well as track the status of their business loan or application in real time.

Applying a distinctive blend of financial services operations experience and deep technology expertise, West Monroe Partners helped Navy Federal revamp its approach to onboarding new business members and originating new business loans.

“Almost every decision that was made – from discovery to design to build – came back to what impact it would have on the member experience,” said Neil Hartman, senior director in West Monroe’s financial services practice. “Departments and functions at Navy Federal, including business services, lending systems, branch operations, the contact center and IT, all played critical roles in the implementation and go-live. We had ambitious goals with this project, and we’re proud to have met those goals on time and on budget and with close collaboration and transparency across our teams.”

“In an industry increasingly focused on speed and experience, Navy Federal recognizes the central role technology plays in driving efficiency and deepening member engagement,” said Josh Glover, Chief Revenue Officer at nCino. “Our innovative Cloud Banking Platform is helping Navy Federal stay competitive in today’s digitally-driven environment and achieve their goal of organic growth through an enhanced member experience.”