Business View Magazine | November 2020

96 BUSINESS VIEW MAGAZINE NOVEMBER 2020 We’re 100-percent remote right now and member facing, we haven’t missed a beat. “We did it initially because when I first came here we had a winter storm with six feet of snow. Everything was shut down and we realized we had to be able to operate no matter what. So, when the pandemic hit, we completely pivoted within 24 hours to be completely virtual. I’m very proud of everything my team put in place. They did a great job.” BVM: What are the most important points you’d like to share about NAFCU? Berger: “Even though we’re operating in a consolidating industry, we’ve had tremendous growth for a multitude of reasons. We focus on the culture of an organization and really have a clear mission statement and vision and values. Our mission statement is to strengthen credit unions, and our values are passion, excellence, and being member-driven. Internally, we pride ourselves on being extremely responsive – what we call Extreme Member Service. And we do everything through that filter. So, if you got lost in our phone tree, the person in the mailroom can help you as much as I can, as CEO. Everybody is empowered to take care of the members. “That culture permeates. It didn’t happen overnight and we’re still working on it. What I want people to realize is that at NAFCU, thanks to the strategic vision of my Board of Directors and my 70 incredible colleagues, they’re providing a much-needed service - especially now. More than ever, we’re focused on offering the tools and information necessary to succeed. And our membership is growing. For a trade association, we grew 41 new members in the middle of a pandemic. It’s unheard of when 80 percent of Washington trade associations are laying off or losing money. We’re not. We’re solid. We’ll make a profit this year, all because of being driven and focused on Advocacy, Education, and Compliance Assistance.”