Understanding Your New Self Service Features

Your Upgraded Member Service Center Experience.

We’ve upgraded our phone system to make connecting with us easier, faster, and more convenient than ever. The new system helps you reach the right department quickly, offers more self-service options, and reduces time on hold to help you get back to what matters most.


Our Goals

  • Make it simple to reach the help you need
  • Reduce hold times and transfers
  • Resolve your questions on the first call
  • Offer more self-service options for flexibility and convenience

Frequently Asked Questions

What it is:

When you call into our Member Service Center, our Interactive Virtual Assistant (IVA) lets you securely access your account information and complete simple transactions by voice. It’s available 24/7.
 

You can say things like:

  • “What’s my checking balance?”
  • “List my last 10 transactions”
  • “Transfer funds between my accounts”
  • “Company Directory”
  • “Make a loan payment”
  • "What's my loan payoff?"
  • "When is my next loan due date?"
  • "I want to change my debit card pin number"
  • "I want to add a travel notice"
  • "I lost my credit card"


If needed, for more complex requests, you’ll be transferred to a Representative for:

  • Insufficient funds or unavailable loan information
  • Questions about your credit card
  • Lost or stolen debit card 

What it is:

When you call into our Member Service Center, our Smart Call Routing helps direct your call to the department that is best equipped to assist you based on the reason for your call.


How it works:

  • You’ll hear a short menu to identify why you’re calling.
  • The system routes you to the right representative or self-service option.
  • You can choose to speak to a representative at any time.


Benefits to you:

  • Shorter hold times
  • Fewer transfers
  • Quicker answers from the right expert


Note:

If your call involves your debit card, you may be securely connected to our debit card partner, Fidelity Information Services (FIS), for specialized support. You may need to verify your identity again. If you have additional account questions afterward, you can call us back, we’ll be happy to help.
 

What it is:

Screenshare Support lets you securely share your desktop or laptop screen with a Member Service Representative during your call so we can guide you step-by-step.


How it works:

  • You’ll be invited to start a session through a secure link on our website.
  • You’ll receive a one-time 9-digit code to provide to the Member Service Representative to connect.
  • You control what’s shared by pausing or by stop sharing anytime.


Your privacy is always protected:

  • We’ll never ask for passwords or PINs.
  • You stay in full control of your screen.


Benefits to you:

  • Real-time, personalized guidance
  • Secure support for more complex tasks
  • Faster, clearer assistance
Our Call 24 automated system is still available for quick secure access to your account 24/7.


You can:

  • Check balances
  • Review recent transactions
  • Reset your PIN
 

Call 24 anytime at:

434-964-2050 or 888-887-9136 

Say "Call 24" or "Automated System" 
Or you can select Company Directory and enter ext. 2050