May 18, 2020

Throughout the pandemic crisis, the credit union has taken prudent measures to best support our members and employees during this challenging time. As officials begin to gradually reopen various sectors of our local economy, we are carefully considering how we will serve our members moving forward. Below are important updates about our member service hours, account access, and pandemic relief assistance.

  1. Member service hours – Like you, we look forward to the day we can safely serve our members in our branch lobbies. Until then, our lobbies will remain closed until further notice. In the meantime, we will continue to provide service in our drive-thru lanes at all branch locations and in our call center, or Member Care Center (MCC), until further notice. Please note our expanded hours of operation in these areas:
    1. Drive-Thru |Effective Monday, May 18, our drive-thru hours will be Monday through Friday, 9:00 a.m. to 6:00 p.m. The drive-thru will remain closed on Saturdays until further notice.
    2. Call Center (MCC) |Effective Monday, May 18, the Member Care Center will be available during the call center’s regular hours, Monday through Friday, 7:00 a.m. to 7:00 p.m., and Saturdays, 9:00 a.m. to 4:00 p.m. For assistance, please call 210-442-0100 or toll free at 800-683-1211. You may also contact our MCC by sending a secure message through online banking. In addition, should you need access to your safe deposit box, our MCC is happy to help arrange an appointment.

  2. Member access – As always, we offer several ways for you to access your account and to do business with the credit union. We encourage you to complete your transactions through online banking and our mobile banking app, full-service ATMs located at our financial centers, 55,000+ worldwide Allpoint® ATMs, night deposit services, remote deposit services, mobile wallet, and VISA® checkout.

    To provide our members with convenient access to cash early in the crisis, the credit union introduced automatic refunds for up to four out-of-network ATM usage fees per month, which began on April 1, 2020. This program will expire on May 31; therefore, effective June 1, 2020, standard usage fees on all out-of-network ATMs will apply.

    If you have not already done so, you may consider the convenience of direct deposit. With direct deposit, you authorize funds to transfer directly into your account. Your employer’s human resources department or other agency from where you receive income or benefits should be able to assist you with the arrangements – you will need our routing number (314088556) and your full account number.

  3. Member assistance – We continue to offer several pandemic relief programs to assist members who may encounter financial hardship due to the pandemic. If you would like to inquire about our relief programs, you may visit our website on the Pandemic Relief Options page and fill out a quick form. Upon submitting this form, your request will be routed to the appropriate department who will contact you as soon as possible. Our temporary relief programs are subject to change and certain restrictions do apply.

In February, the credit union assembled a task force to oversee the management of this crisis and its anticipated impact on our business. Considering the information learned early on about the virus, we moved swiftly to protect our members and employees. Our dedicated employees quickly adjusted and continue to provide our members with excellent service despite the challenge and inconvenience the crisis has imposed on all of us. Moving forward, we will consider all reputable sources of information, as we have, to reach the best decisions possible with your health and well-being in mind. We will continue to keep you informed through various channels, including our website, social media, email, and phone.

Thank you,

The Firstmark Credit Union Team

Federally Insured

For added peace of mind during times of uncertainty, your deposits are insured up to $250,000 per member by the National Credit Union Administration (NCUA) Share Insurance Fund, which has the backing of the full faith and credit of the United States. Credit union members have never lost even a penny of insured savings at a federally-insured credit union. Furthermore, we are one of the few financial institutions in the United States that provides Excess Share Insurance to insure deposits up to $500,000 per member.


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