A greeter station sits in the foreground of Navy Federal's SERVE branch in Douglasville, Ga.
Well before the world changed in March 2020, Navy Federal Credit Union had plans in motion to implement increased agility into its branch designs. The nation's largest credit union, which has $149 billion in assets and approximately 10.7 million members, created a new design concept called SERVE (Scalable, Efficient, Repeatable, Versatile, Enhanced). The identifying features of the SERVE branch would include teller pods instead of windows; modular furnishings that could be quickly moved or reconfigured; closed offices for private member interactions with movable glass walls; a station manned with a greeter who could direct members to the appropriate area of the branch; and less wasted space overall.
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Natasha Chilingerian
Natasha Chilingerian has been immersed in the credit union industry for over a decade. She first joined CU Times in 2011 as a freelance writer, and following a two-year hiatus from 2013-2015, during which time she served as a communications specialist for Xceed Financial Credit Union (now Kinecta Federal Credit Union), she re-joined the CU Times team full-time as managing editor. She was promoted to executive editor in 2019. In the earlier days of her career, Chilingerian focused on news and lifestyle journalism, serving as a writer and editor for numerous regional publications in Oregon, Louisiana, South Carolina and the San Francisco Bay Area. In addition, she holds experience in marketing copywriting for companies in the finance and technology space. At CU Times, she covers People and Community news, cybersecurity, fintech partnerships, marketing, workplace culture, leadership, DEI, branch strategies, digital banking and more. She currently works remotely and splits her time between Southern California and Portland, Ore.
