Dear member,

We want to begin by saying thank you for the kind understanding and encouragement you have extended to us over the last couple of weeks as we implemented important measures to protect the safety and well-being of our members and employees. As events continue to unfold, the credit union is constantly considering how to best support our members and employees during this challenging time. Below are some additional steps we have taken or will take in the coming days:

  1. Member access – As a reminder, all financial centers will be closed on Saturdays beginning March 28, 2020. In addition to shortening our work week, we will shorten our hours of operation to observe the Stay Home, Work Safe city and county orders currently in effect. Effective Monday, March 30, 2020, we will be available to serve you in our drive-thru lanes and by phone in our Member Care Center, Monday through Friday, 9:00am to 5:00pm. These temporary changes will also allow the credit union to assist our members while providing additional support to our employees and their families.

    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, mobile deposit services, mobile wallet, and VISA® checkout. Beginning April 1, 2020, until further notice, members may use any ATM outside our network, and the credit union will automatically refund up to four out-of-network ATM usage fees by the end of each month. As a reminder, you may also request cash back from various merchants upon checkout.

  2. Member assistance – We are temporarily offering several emergency relief programs to assist members who may encounter financial hardship due to the pandemic.
    We are:
    1. Offering payment relief on credit cards, personal and auto loans, mortgage and home equity loans, and home improvement loans;
    2. Waiving penalties on early CD withdrawals up to $5,000; and
    3. Offering a small-dollar emergency relief loan to cover basic needs.

    If you would like to inquire about our emergency 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 relief programs are subject to change and certain restrictions do apply.

  3. Member Care Center – Our Member Care Center (MCC) is available to assist you by phone, 9:00am to 5:00pm, Monday through Friday, at 210-442-0100 or toll free at 800-683-1211. With our reduced hours of operation, you may experience longer wait times when calling in. We thank you in advance for your patience as we continue to provide personalized service to our members. You may also contact our MCC by sending a secure message through online banking. Should you need access to your safe deposit box, our MCC is happy to help arrange an appointment.

We know this is a difficult time, and our hearts and prayers are with you. Our credit union has seen many difficult times since its founding in 1932 during the Great Depression. Eighty-eight years later, we are stronger than ever, and we are committed to helping our members and employees get through this crisis. As you may have heard, there is a nationwide shortage of N95 masks for healthcare providers. Firstmark recently donated our supply of 500 N95 masks to local healthcare professionals in need. We will continue to be a force for good in our community on behalf of our members.

Difficult times have a way of revealing the best of humanity. We sincerely appreciate our educators, first responders, medical professionals, and city and county officials who have been working around the clock to keep our communities safe. Let’s continue to do our part to stay healthy. As this situation evolves, we will communicate via our website, social media, email, and phone. Take care!

Sincerely,

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.


Member Communication 3/23/20

Member Communication 3/16/20