Dear Member,

Our way of doing business certainly changed as quickly as the world changed. To protect our members and employees during the pandemic, we restricted face-to-face interactions and rerouted business to our drive-thru lanes, call center, and digital channels. As a result, there has been a fundamental shift in how our members choose to do business with us. The credit union and our members have adapted to a new norm, and we will continue to refine our operations to meet the high service standards you have come to expect from Firstmark.

With great anticipation, we are pleased to announce we will reopen our lobbies at all financial centers on Tuesday, October 13, with limited capacity for your ongoing safety. We are eager to welcome you back!

Schedule a lobby appointment: We recently implemented an online booking system, making it easier for our members to choose a lobby appointment date and time convenient to them. Members may use the online booking system to ensure a spot in line, or members may elect to be served as a walk-in on a first-come, first-served basis. Click here to schedule a lobby appointment.

Safety protocols: All employees and members are required to wear a face mask inside our facilities. Upon entering our lobbies, you will notice a triage table with hand sanitizer, informational signage, floor decals to promote social distancing, and plexiglass barriers for added protection.

Service hours: Beginning October 13, our lobby and drive-thru hours will be Monday-Friday, 9:00 a.m. to 6:00 p.m. Our call center is available Monday-Friday, 7:00 a.m. to 7:00 p.m., and on Saturdays, 9:00 a.m. to 4:00 p.m. For assistance by phone, please contact our call center at 210.442.0100.

Self-service options: As always, we offer several ways for you to access your account and to do business with the credit union. Avoid the lines and complete your transactions 24/7 through online banking and our mobile app. You may also access our full-service ATMs located at our financial centers, 55,000+ worldwide AllPoint® ATMs, night deposit services, mobile deposit services, mobile wallet, and VISA® checkout for added convenience.

As we have evolved to coexist with COVID-19, Firstmark will remain steadfast in our commitment to you. We have worked hard to counter disruption in a way that our members and employees would be proud of. On behalf of our members, we donated $50,000 to area school districts to help meet the challenges they faced to educate our children remotely. Since March, we have extended almost $6 million in loan payment relief to help ease some of the financial burden many members were facing. We organized an outbound call campaign to check on every member who reached out for assistance, and we will continue to do so until everyone is back on their feet. In a world of change, we will hold true to our greater purpose — to help people better their lives. We appreciate your membership and look forward to serving you!


Nathanael Tarwasokono, President/CEO