A new way to connect with us
Our new and improved experience when you call us is live! We’re using modern technology to simplify and improve our process to efficiently get you to the right person and place. Rest assured, there will be no impact on your accounts.
We’re always looking for ways we can do better and are excited to enhance the way we interact with you.
No more phone tree
A new voice greets you when you call us. Without menu options, our virtual agent greets you and you can simply state why you’re calling – you no longer have to select an option from a phone tree. Once you let us know how we can help you, either our virtual agent will respond with an answer, or you’ll be connected with one of our team members.
No more waiting on hold
Our new call-back feature eliminates your need to stay on hold. During times of high call volume and longer wait times, we’ll hold your place in line. Just provide us with a number for us to reach you when your turn comes, and we’ll call you back.
Text and other features to look forward to
Our texting options have been upgraded. We can send texts with links to our website, to things such as rates and forms that you’re looking for.
We’ll roll out additional features over the coming months and will share more details as the time gets closer.
FAQs
We’re streamlining our process to simplify your experience. You can simply state why you’re calling or how we can help you, and our goal is to have you reach the correct team member right away. It not only reduces the time you’re on hold and provides faster access to more information, but it also gives our team members more time to spend with members to find the right financial solutions for their needs and goals.
A virtual agent is automated assistant powered by artificial intelligence that can interact with users just like a human representative would. It can answer questions, provide information, and even assist with certain tasks – 24 hours a day, seven days a week, with no hold time. During business hours, your call will be redirected to a team member if the virtual agent can’t assist you.
No changes are being made to your accounts, and they remain secure.
Yes, there may be times when your call will be answered by our trusted partner call center. Should they not be able to fulfill your needs, they will provide us with your information and one of our team members will contact you during the next business day.
No, it won’t. In fact, we’re hiring in many departments. The virtual agent is designed to give our team members more time to dedicate to interactions that don’t have a simple answer and require more conversation.