Member FAQ

The situation around COVID-19 is changing rapidly as are our actions in response to those changes.  Our priority is the safety of our members and employees, and the continuity of our business so that we can support our members. In addition to regular updates from our CEO, and information on our website and social media channels, this Member FAQ will help answer questions that you might have about our response to COVID-19 and how it affects you. We are here to help you – if you have additional questions please reach out to us at 1-800-393-6733.

What should I do if I have financial concerns in regards to COVID-19? Expand/Collapse

We understand that for personal and/or business reasons, you may need additional help to get through this extraordinary time. Please contact your local branch to discuss repayment options on loans and mortgages - we'll help you come up with a plan that works for your financial situation. Click here for branch contact information.

Who should I talk to about my wealth management account? Expand/Collapse

At First Wealth Management we know that the service we provide to our clients, particularly in stressful times of uncertainty, is critical. As your wealth management team, we are committed to helping you as the impacts of COVID-19 unfold.

This is a stressful time for everyone, and it is important to consider your long term investment goals and overall financial plan. We are here to support you and address any concerns or questions you have. To help reduce the spread of COVID-19, we have implemented precautionary measures including conducting all client appointments over the phone or by email until further notice. Please email your advisor and we will call or email you back.

How can I do daily banking while I am sick, self-isolating or practicing social distancing? Expand/Collapse

There are several options available for our members who are sick, self-isolating or doing their part to create social distance: 

  • First Credit Union Mobile App: Our Mobile App is available on iPhone and Android devices and allows you to bank remotely. You can check balances and account history, send money with Interac e-Transfer®, make bill payments, and deposit cheques. Click here for instructions on how to install the app.
  • Online Banking: Our online banking offers the same features as banking with the First Credit Union app. Click here for more details.
  • Email: We’re available to help via email at your convenience. Click here for a list of contact emails.
  • Phone: Our member service employees are ready to take your questions over the phone. Click here for branch contact phone numbers.

If you need help setting up remote banking, contact your branch or call: 1-800-393-6733.

What is First Credit Union doing to support members to bank remotely? Expand/Collapse

Effective March 19 to June 30 we will be waiving INTERAC e-Transfer, POS, and ATM fees to support personal, business, and not-for-profit members to access accounts remotely.

Are First Credit Union branches staying open? Expand/Collapse

At this time all of our branches are open. However, to help reduce the spread of COVID-19, we have implemented some precautionary measures and reduced branch hours including:

  • conducting all member appointments over the phone
  • reducing branch hours for Powell and Bowen Branch (closed on Saturdays until further notice)
  • limiting the number of members who can enter our branches at any one time
  • enhanced cleaning in our branches and offices
  • requiring employees to stay home if they are sick or have any symptoms

In the case that we are required to temporarily close any of our branches we will provide as much notice as possible along with increased online or over the phone support to our members and employees. Branch closures will be communicated on social media, at various locations on www.firstcu.ca, and a notice will also be posted on the branch door. 

Where can I get up-to-date information on First Credit Union’s response to COVID-19? Expand/Collapse

We continue to closely follow developments and monitor the latest advice from our provincial and federal health agencies. We are reviewing and updating our actions and plans as needed to respond to an evolving situation. Members can find updates on our COVID-19 Updates website page.

How is First Credit Union taking care of employees? Expand/Collapse

In addition to supporting employees to work from home where possible:
  • We have increased cleaning protocols
  • We have restricted travel
  • We are following self-isolation guidelines
  • We are treating employees fairly if they are faced with circumstances that prevent them from working  
 

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