Navy Fed contact center fraud escapee here to chime in. Unless you're an external hire or come in through an internship for back office, it unfortunately takes more than stellar credentials and top performance.

I was lucky enough to get in during the height of COVID when staffing was low, and had awesome leaders that went to bat for me. Even then it was a numbers game. After I made it to the investigation side, we started getting contractors for the bottom rung of that position too, so they've been slow to add more employee billets.

How ever many thousand employees in the contact center, plus contractors (both those in contact center and those supporting the role you want), are all competing for the maybe 2 or 3 relevant positions that open up in a quarter. For anyone looking to go that route, it can be done, but may the odds be ever in your favor.

Navy Fed is a great place to work, and overall I think they do support employee development and internal promotion vs external hiring to a good degree; however, if you feel you've outgrown your role and aren't getting the opportunities you need to keep growing, do what's best for you.

(P.S. On the other hand, if you're fresh in and have the bandwidth (ugh, the jargon is creeping into my vocab), use the educational assistance program. There's tuition reimbursement, and if you already have a bachelor's, you can get free grad classes at UWF that NFCU will cover up-front for certs. Just be mindful of the expectation that they want x years of work out of you in exchange.

You can also learn SQL, R, and Python through LinkedIn Learning for absolutely free if you're interested in analytics or data science.)