Member Service Contact Center Enhancements

Mar 16, 2022


 

At NavyArmy we are always looking to provide exceptional member experiences. We know one very important way is to reduce the time and effort our members spend when contacting our member service contact center. We have been diligently working to streamline our authentication process and provide new service options to meet members where they're at.

In an ongoing effort to improve our member call experience, you will notice new enhancements moving forward including a call-back feature which will allow you to keep your place on-hold while a representative returns your call in the order it was received. Our new authentication verification system will also help us verify your identity through a series of brief questions before you speak with a representative, with the option to hear your current account balances and recent transactions in real-time, while waiting on hold. In addition, representatives will now have the ability to send SMS texts to members as an additional step of verification. Protecting your identity and reducing wait times is just another way we are working to deliver the best member experience as possible.