COVID-19

A Message From The CEO

July 30, 2020

To Our Valued Members,

If nothing else, these last few months have shown us there is strength in numbers and that working together is the only way to successfully overcome the challenges we’ve all been facing. We’ve taken creative measures in order to continue serving you to the extent possible while ensuring everyone’s safety, including our employees. And we’re being cautiously optimistic with our plans for reopening our lobbies.

As you probably know, much of the country has seen a resurgence in cases of COVID-19, forcing many organizations to shut down after their initial reopening. Although New Hampshire isn’t currently among those states, we realize this could change rapidly and potentially inhibit us from being able to serve you in any capacity if we’re not careful. With this in mind, along with the desire to continue serving our membership throughout this crisis, we’re taking a conservative approach to opening our lobbies.

Currently, our Bridge Street lobby is open to members for conducting teller transactions and we are accepting appointments for non-cash transactions. With video conferencing, you can also schedule an appointment to meet with us face-to-face, safely, from behind your computer screen. Our drive-up facilities in Manchester and Bedford also remain open.

At a time yet to be deemed safe and appropriate, the next phase of our plan includes opening the Bedford lobby for teller transactions. Once this strategy has proven successful and we feel it’s safe to continue expanding our services, we’ll launch the third phase of our strategy which includes opening the Union Street, Manchester lobby. As usual, we will keep you informed of ongoing developments, including the timing of all of this, and I encourage you to continue checking your email, our website and Facebook for important updates.

We appreciate your willingness to adapt to all of these changes by embracing the suite of remote services we have to offer, signing documents electronically, and using our full service drive-up ATMs for your check and cash deposits. We’ve seen more of you using our mobile banking app to deposit checks, pay bills, check your statements, and transfer money to other people and accounts. And we hope this trend continues well into the future so you can get more from your credit union each and every day.

We continue to offer ways to give you relief on your consumer and mortgage loans and to help your business stay afloat through government services such as the payment protection program. We also encourage you to refinance your auto loan from another financial institution and get a 90-day reprieve on your payments. If you’re in the market to purchase a vehicle, you can still wait 90 days to make your first payment when you finance with Members First.

I’ve been impressed with the tenacity and resilience demonstrated by our staff and truly appreciative of the support you’ve shown over the past several months.

I encourage you to stay informed of ongoing developments by continuing to check your email, our website and Facebook.

Sincerely,

Bruce B. Leighton

President/CEO

We’re an Essential Business

Our commitment to you is steadfast. As an essential business, Members First will continue to offer financial services during the COVID-19 pandemic. Our call center is open during regular business hours and our drive-up lanes have remained open. Skip the lines by visiting our drive-up ATMs 24/7 to make deposits and withdrawals, balance inquiries and transfers.

Your Funds are Safe and Accessible

Rest assured, your funds are safe with us and will remain insured. For your safety, we urge you not to carry large sums of cash. In addition to the many ways to access your accounts outlined below, you can always write a check or use your debit card to transact on your checking account.

Although there are alternate methods for doing business with us, we realize there are times when drive-up service is necessary.

For speedier service, visit our Bedford drive-up where wait times are minimal.

If our Union Street, Manchester location is more convenient, try stopping by on a Tuesday or Wednesday. If those days don’t fit into your schedule, try our Union Street drive-up between the hours of noon and 2:00pm when lines tend to be shorter.

We appreciate your patience and understanding as we work to provide you with uninterrupted service.

There are many ways you can access your accounts without stepping into a branch.

(Please note: on smaller devices, you will need to scroll sideways to see all of the information.)

*Monitor and control your debit card with CardValet found in the “More” section of our mobile app.

**Drive-up ATMs are available at our 200 Union Street, Manchester and 136 Bedford Center Road, Bedford locations.

***Access our Secure Email form to safely send confidential information and attachments.

Online Banking and Mobile App

Take advantage of the online and mobile account access available to you (state-of-the-art encryption protects your personal information):

• Deposit checks
• Transfer funds (we’re waiving excess transaction fees)
• Check balances
• Make loan payments
• See if a check has cleared
• Pay bills
• Pay people
• Make external transfers
• Access statements

If you’re new to online banking or just unsure, watch our demo or give us a call. We’ll be happy to walk you through the registration process.

Telephone Banking

If you prefer using your phone to transact on your account, call our 24-hour telephone banking service.

Surcharge-Free ATMs

There is an extensive network of surcharge-free ATMs at your disposal. Find one near you.

The walk-up ATM at 44 Bridge Street is accessible between 4:30am and 10:00pm.

You can also make deposits at our drive-up ATMs on 200 Union Street in Manchester (now located against the building) and 136 Bedford Center Road in Bedford:

• Deposit cash and checks without an envelope
• Deposit up to 10 checks at once
• Check images are scanned and displayed on the large screen for your review
• Print images of deposited checks on your receipt

Video Banking

Now you can connect with a financial service representative from wherever you are! With video banking, you can see and speak with us, safely, from behind your computer screen or mobile device.

So, whether you'd like to:

• Apply for a loan
• Make a wire transfer
• Open a new account
• Change signers on your account
• Discuss your financial goals

Just call to set up an appointment and we’ll send you a link to connect from any device.

It’s that simple!

We understand circumstances like this may lead to you facing financial difficulties and are offering programs to assist you. Please let us know how we can help.

Consumer Loans

Consumer Loan Payment Relief Request

Email Us

Qualified borrowers may defer payments on their consumer loan(s) for up to three months. Loans must be current as of March 12, 2020.

To submit a request for assistance with your consumer loan payment, simply email us and we will send you the necessary form.

Payment Free Auto Loans

Apply Now

If you need a reprieve from your auto loan payment at another financial institution, refinance with us and wait 90 days to make your first payment. And with our Refi-Rewards auto refinancing program, you'll even get cash back! Check out our low rates and apply now.

If you've been waiting to trade in your vehicle, now you can take advantage of today’s auto deals and be payment free for 90 days. Check out our low rates and apply now.

Residential Mortgages

Residential Mortgage Payment Relief Request

Email Us

We will offer a loan in an amount equal to as many as three monthly mortgage payments to qualified borrowers. Loans must be current as of March 12, 2020.

To submit a request for assistance with your mortgage payment, simply email us and we will send you the necessary form.

Student Loans

We have taken steps to ensure you have access to the services and personalized support you may need.
 
Anytime Access
University Accounting Service (UAS) is the loan servicer for your account and provides 24/7 access to view your student loan information and make payments at www.uasecho.com. (Payments by mail should be sent to University Accounting Service, PO Box 5865, Carol Stream, IL 60197-5865.)
 
Personalized Support
If you have additional questions regarding your student loan account or are experiencing difficulties at this time and need to discuss repayment options to keep your account in good standing, please call 800-723-2210 to speak with a servicing agent.

With Google Pay and Apple Pay, there’s no need to handle your debit card or touch PIN pads at payment terminals. Download the app on your Android or iPhone today.

Your credit score may influence borrowing rates on consumer loans and mortgages, whether you're approved for credit, and can be a factor on apartment rental and job applications.

In light of the pandemic and associated identity theft, making a habit of monitoring your credit reports is more important than ever. That's why Equifax, Experian, and TransUnion are now offering free weekly online reports through April 2021.

Access your free credit report following three simple steps on the AnnualCreditReport.com website.

The IRS plans to distribute Economic Impact Payments in the coming weeks and we wanted you to be aware of how to speed up delivery and alert you to the latest fraud attempts.

Check Delivery

Direct deposit is faster.

• If your federal tax refund was deposited directly to your account, the economic impact payment will be automatically deposited to your account
• If you did not have your refund directly deposited, the Treasury plans to develop a web-based portal so you can instruct the IRS to deposit your check to your account securely online; just be sure you are on the IRS website
• Social security recipients who are not typically required to file a tax return will receive their payment directly to their bank account
• If your refund was not deposited directly to your account and you do not provide your banking information to the IRS through their secure online portal, you will need to wait for a check to arrive in the mail.

Learn more.

Avoid Scams

The IRS reminds us that scammers may:

• Emphasize the words "Stimulus Check" or "Stimulus Payment" (the official term is Economic Impact Payment)
• Ask the taxpayer to sign over his or her economic impact payment check to them
• Ask by phone, email, text or social media for verification of personal and/or banking information
• Suggest they can get a tax refund or economic impact payment faster by working on the taxpayer's behalf
• Mail the taxpayer a bogus check then tell the taxpayer to call a number or verify information online in order to cash it

Seniors should be especially careful during this time. No one from the IRS will be reaching out to them by phone, email, mail or in person asking for any kind of information to complete their economic impact payment. These payments are automatically issued by the IRS.

Learn more.

There are many ways we can do our part to support our community during this time:

• Let our first responders, health care workers, police and fire personnel know how much you appreciate them
• Show respect for one another by socially distancing yourself when out in public for walks or shopping
• Only buy what you need, so everyone gets their fair share
• Donate to your local food bank and other organizations that help the vulnerable in your community
• Give blood to fill the urgent need due to the outbreak
• Check on seniors, the disabled, and other at-risk neighbors
• Offer to run errands for high-risk individuals
• Be kind to grocery store workers and respect social distancing while shopping
• Order takeout or delivery from your favorite restaurants
• Many small businesses are offering curbside pickup, so shop locally whenever you can
• Shop online or purchase gift cards for your favorite shops and restaurants that you can use later
• Consider fostering or adopting a homeless pet, as shelter volunteers are unable to assist
• Donate pet food and cleaning supplies to local animal shelters
   

As the coronavirus (COVID-19) continues to spread globally and within the US, our focus is on the health and well-being of you and all of our staff. While many of you may already be taking steps to ensure your well-being, we want to assure you that your credit union is taking steps, too.

Member First is monitoring the situation closely and following recommendations from the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO). Our goal is to provide you with uninterrupted service and we appreciate the effort on everyone’s part to stay healthy.

What we’re doing

• We’ve asked employees to stay home if they’re not feeling well
• We’ve increased the frequency and thoroughness of cleaning practices
• We’ve implemented travel restrictions and cancellation or suspension of business travel and conferences

What you can do

• Remain informed of steps the CDC is recommending to protect yourself and others from illness

Avoid fraud

At times like these, fraudsters take advantage of the unsuspecting. Don't fall victim to scams. Stay on top of the latest threats on the Federal Trade Commission website: https://www.consumer.ftc.gov/features/coronavirus-scams-what-ftc-doing.

The Cooperative Credit Union Association (CCUA) and the New Hampshire Bankers Association (NH Bankers) have joined hands in partnership on behalf of their members, customers, and communities. Both trade groups are intent on publicly reinforcing the safety, security, reliability, and availability of financial services throughout the state, given the challenges caused by the Coronavirus pandemic and efforts to “flatten the curve.” Read more.