Credit unions are turning to AI and fintech partnerships to streamline operations and enhance member service.

Seventy-five percent of credit unions are using AI tools, with AI expansion a priority in 2025, according to advisory firm Wipfli’s December “State of credit unions 2025” report, which surveyed 106 credit union executives.

Navy Federal’s gen AI goals

For Navy Federal Credit Union, AI strategy is focused on human support rather than automation for its own sake, Joshua Reese, senior vice president of enterprise and analytics, told Bank Automation News.

“Our goal is to support our team members, not sideline them,” Reese said. “AI is helping them focus on what really matters: serving our members.”

The Vienna, Va.-based credit union has been using conventional AI, machine learning and advanced analytics for decades but only began exploring generative AI applications in the past couple of years, Reese said.

“Navy Federal is actively experimenting with AI across different parts of our operations, with a clear focus: this is about human augmentation, not replacement,” he said.

The $180.8 billion credit union is piloting gen AI tools to reduce repetitive tasks, enhance response times and support smarter decision-making, Reese said. The early results have included increased employee satisfaction and more personalized member interactions, he added.

Navy Federal did not disclose its tech investment or provide specific metrics on member satisfaction. However, the credit union is seeing early efficiency gains and increased member satisfaction, Reese said. The credit union reported 14 million members in January 2025, a 5.3% increase from 13.3 million members at the end of 2023.

Navy Federal on April 7 launched Bloom+, a service with fintech Bloom Credit that helps members report non-traditional payments like rent and utilities to credit bureaus. The credit union in March also joined the Curql Collective, a network of more than 130 credit unions investing in fintechs.

Navy Federal also works with:

• Core modernization provider Zafin;
• Payments solutions provider Alacriti; and
• Engagement banking platform Backbase.

Golden 1’s member-first approach

Golden 1 Credit Union is taking a similarly member-centric approach.

“At Golden 1 Credit Union, we are focused on the unique needs of our members and the communities we serve,” Jay Tkachuk, executive vice president and chief digital officer, told BAN. “Our AI approach is centered around these principles, along with prioritizing security and ethics in everything we do.”

The Sacramento, Calif.-based credit union has been using AI for “a better part of a decade,” and is steadily expanding and evolving its use cases, Tkachuk said. While specific AI investment was not disclosed, Golden 1 spent $39.6 million on tech in 2024, a 15% increase from 2023, according to its annual report published in March.

The $20 billion Golden 1 uses AI and machine learning to support:

• Onboarding;
• Credit decisioning;
• Call review; and
• Fraud detection.

Employees also use Microsoft Copilot to streamline tasks like documentation and workflow automation, Tkachuk said.

But the adoption of AI isn’t just about tech upgrades, Tkachuk said, echoing Navy Federal’s Reese.

“It’s about making sure these tools create real value for members and our organization,” he said.

Like Navy Federal, Golden 1’s tech strategy includes collaborating with fintechs, Tkachuk said.

“Fintechs are single-vector innovators, and we learn a lot by working with them. These collaborations help us deliver top-notch tools to members and accelerate innovation.”

— Jay Tkachuk, executive vice president and chief digital officer, Golden 1 Credit Union

Golden 1’s fintech partners include:

• AI-powered lending tech provider Zest AI;
• Digital deposit account opening solutions provider WithClutch; and
• Personalized financial education provider Silvur.

Cloud adoption is also part of Golden 1’s roadmap, Tkachuk said.

“Our strategy is hybrid by design. Cloud supports flexibility and scale, but we only adopt what works,” he said, adding that all decisions are grounded in “practical value for our members and organization.”

As Navy Federal and Golden 1 expand their AI efforts, both credit unions see AI as a tool to enhance service and efficiency while keeping employees and members central to their strategies.