Case Study: Navy Federal Credit Union achieves 2x increase in self‑serve applications and faster approvals with Blend

Navy Federal empowers a timeless member experience across channels

Navy Federal Credit Union, headquartered in Vienna, Virginia, partnered with Blend to modernize its mortgage experience and meet changing member expectations. With a 341‑person loan officer team and Mortgage LOS Empower in use, the credit union needed an omnichannel, member-first solution that would let members engage digitally or in person wherever they are in the world.

Blend implemented its platform to deliver an integrated, intuitive mortgage workflow that staff could roll out quickly. The results: self‑serve applications doubled (now about 60% of applications), time to submit an application fell by 40%, and instant pre‑approval letters saved roughly three days—giving members faster offers and greater control over their homebuying journey.

Navy Federal Credit Union

Randy Hopper

Senior Vice President of Mortgage Lending