How Andrews Federal Credit Union Is Modernizing the Member Experience—Without Losing the Human Touch
“We lead with curiosity,” Marco Alvarez, SVP and Chief Retail Officer at Andrews Federal Credit Union, told me during a recent conversation. “Because the moment we stop asking how we can do better for our members is the moment we fall behind.”
That mindset—of staying curious, asking questions, and embracing change—is what’s fueling transformation at Andrews Federal Credit Union. As fewer members come into branches and expectations for digital experiences keep rising, credit unions face a pivotal moment. How do you deliver meaningful, human-centered service in a world that’s increasingly self-serve?
For Andrews Federal Credit Union, the answer has been to meet members where they are—digitally—while staying grounded in the values that have always set them apart. From AI-powered chatbots to simplified onboarding, their approach shows what’s possible when innovation starts with empathy.
“We ended 2024 with 5% membership growth,” shared Marco Alvarez, SVP and Chief Retail Officer at Andrews Federal Credit Union. “At a time when industry average growth was hovering around 2.4 to 2.8%, that’s a number we take a lot of pride in.”
Let’s take a closer look at how they're making it happen.
Leaving Traditional Banking Behind