Delivering on a promise to provide Sailor-focused customer service and around-the-clock assistance, Navy Personnel Command (NPC) opens the MyNavy Career Center (MNCC) contact center.

“To put to sea the Navy the Nation Needs, we need a talented and committed total force team, focused on maintaining and expanding our operational overmatch against great power competitors. Attracting and retaining the caliber of Sailors needed for this force requires a modernized personnel system on par with industry-leading providers, and delivering an unprecedented level of customer service for our Sailors is at the core of our transformation efforts,” said Rear Adm. Jeff Hughes, commander, NPC.

Opened Sept. 24, the contact center represents an evolution in Navy pay and personnel services delivery by providing Sailors a tiered system, available 24 hours a day, seven days a week, to handle their queries and transaction requests. Tier Zero is the service member’s self-service option through MyNavy Portal (MNP), my.navy.mil. Tier One is communication with one of our contact center agents by phone and email. Finally, if a Sailor’s inquiry or transaction request cannot be handled by a customer service agent, they will be escalated to Tier Two, where a subject matter expert will take appropriate action and then reach out to them.

“This is good for everyone, Sailors, because they will have 24/7 access through a single point of entry for answers to questions, current information and responsive support to their transaction needs. This returns time and energy to Sailors to focus on the mission and their families,” said Hughes.

“It benefits commands because it allows for more effective and efficient service by the Manpower, Personnel, Training and Education (MPT&E) enterprise team, command administrative leaders and command pay and personnel administrators. Finally, it is good for the MPT&E enterprise team, as the services rendered on-line or by the call center agents provide more opportunity and time for subject matter experts to focus on transaction processing and complex cases,” Hughes added.

Another aspect of the MNCC contact center is its ability to evolve, to increase its functionality and provide improved support.

“As we receive feedback from Sailors and gain more insight and experience into what services Sailors need, we’ll continually add more capability to the MNCC contact center,” said Ann Stewart, director, Pay and Personnel Management.

This MNCC contact center launch is just the beginning. It is an incremental step toward an evolving development effort, where we will field modern and industry standard telephony and customer relationship management tools later next year, to enhance our ever-expanding list of services offered. 

For questions regarding pay and personnel issues, reach out to the MNCC contact center at 833-330-MNCC (6622) or askmncc@navy.mil.

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