PROTECT OUR COMMUNITY: CORONAVIRUS DISEASE (COVID-19)

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Updated July 8, 2020

As we continue to face the current Coronavirus (COVID-19) pandemic, our top priority at Family First Credit Union is the safety and health of our members and employees as we continue to provide banking services to our members. We continue to closely monitor the COVID-19 situation and take guidance and recommendations from our local government, the CDC, and local health agencies. We are taking extra precautions at both of our branches so that we may continue to help our members afford life during this pandemic and uncertain time.

Due to the increase in COVID-19 cases in Georgia, we will be temporarily
converting our branches to drive-thru only and allow limited
lobby access for transactions by appointment only.

Types of Transactions Processed in the Drive Thru:

The Credit Union will continue to process teller transactions and offer additional services at the drive-thru which can handle almost all member transactions.  Examples of those transactions are listed below:

• Deposits and Withdrawals
• Debit Card issues
• Cashier’s Checks or Official Checks
• Loan Payments
• Account transaction issues
• Check requests (limited to one per car)
• Notary Services
• Account openings and changes to accounts

• Requests for account maintenance, histories, transaction details, balances, etc., will continue to be handled over the phone or by our online banking platform.
• Most loans are closed by IMM eSign from the comfort of your home.
• You can apply for loans online at www.ffcuga.org or by calling (404)768-4980.
• Mobile and Online Banking allows you to transfer funds, pay bills, get account history, and more, all from the safety of your home.

Types of Access for Transactions Processed in the Lobby by Appointment:

By appointment only, we will process only the following types of transactions in the Hapeville and Roswell Branches:

• Loan closings that cannot be processed electronically or by IMM eSign.
• Open new checking and savings accounts or changes to accounts that require an original signature.

Appointment Instructions:

• You may schedule an appointment for any of these types of transactions by calling (404)768-4980 or (770)667-8114 and ask to speak with a Loan Officer or Member Service Representative.  They will process your request for an appointment.
• All appointments must be approved and confirmed by the Credit Union employee with you prior to your appointment time.
• Appointments will only be scheduled Monday through Friday from 9:00 AM to 4:00 PM.
• Please arrive no earlier than 10 minutes before your scheduled appointment time.
• Appointments are made to limit the number of people inside the branch.  If you are more than 15 minutes late for your appointment, you will need to reschedule.

• If you are unable to keep your appointment, please call ahead of time and reschedule.
• The employee will give you a list of items to bring to complete your business transactions.
• Facial coverings will be required inside the lobby.  There are no exceptions to this rule.
• A Credit Union employee will ask you the following questions;
1. Have you felt ill or had a fever within the last 3 days?
2. Are you currently caring for someone who has tested positive for Coronavirus COVID-19?
• Please limit the people you bring with you into the branch.  Only necessary signers will be allowed into the branch at this time.<
• Our restrooms will be closed during this time.

Family First is offering the following solutions to help provide relief to members that have suffered a loss of household wages, unexpected expenses, and safety preparedness due to the Coronavirus COVID-19:

• Disaster Relief Loan – Members can borrow up to $1,500.00 for a maximum term of 18 months. The rate is fixed at 6.90% regardless of credit score. The first payment date will be due in 90 days. Approval is based upon creditworthiness including credit history, debt ratio, length of employment, and more. 
• Skip-A-Payment Assistance – Members can apply to skip up to two consecutive payments on their consumer loans to help relieve paying bills during this difficult time. We will waive all skip payment fees due to the Coronavirus COVID-19 crisis.
• Loan Modification – If the “Disaster Relief Loan” or “Skip-A-Payment Assistance Program” does not help your current situation due to the Coronavirus COVID-19 crisis, management will consider a “Loan Modification” which may include payment deferrals or extensions of repayment terms. This will be on a case-by-case basis.

We have MANY remote solutions for you in order to protect you during these difficult times.  Please click the links below to take advantage of these options…

• Drive Thru – After careful consideration, all drive thru locations will remain open during regular business hours.  Please know that we are aware of special exceptions during this time and will work tirelessly to meet your needs. 
• Call Center – Contact our Call Center Monday – Friday from 9am – 5pm and Saturday from 9am to 12pm at 404-768-4980 (Hapeville) or 770-667-8114 (Roswell).  Contact Us
• Audio Response System (24 Hour Express Line Teller) – Did you know that we have a 24-hour telephone response system, which is a major convenience during these times?  You can check your account balances and transactions at the touch of your phone keypad.  Express Line Teller
• Online Banking – During these trying times, Family First wants to make your convenience our priority.  You can remotely access account information 24 hours a day, just like with our Express Line Teller, but on your smart device. Click here for online banking.
• Bill Pay – Save your money that’s normally spent on checks and postage, Family First has FREE bill pay options!  Free Bill Pay
• Mobile Banking – You can view your account balances and perform account transfers directly from your mobile device. Mobile Banking
• Mobile Check Deposit – Do you have a check that needs to be deposited?  No worries, do it remotely from the safety of your own home with our convenient online mobile check deposit.  Mobile Check Deposit
• Allpoint Network – Did you know that you have over 55,000 FREE ATM machines within a 5-mile radius of your location?  This also includes all our branch and off-site locations. ATM Services
• Loans – Family First Credit Union is aware of the uncertain times that lie ahead.  We are here for you!  Visa Cards, Signature Loans, Auto Loans, HELOC’s…check us out! Loans

Learn How to Spot Scammers
Unfortunately, scammers really attempt to take the utmost advantage in uncharted times. People will try to play on your fears of COVID-19 by offering fraudulent products, creating fraudulent charities or coaxing you to click fraudulent links and gaining access to your personal information.  Help protect yourself by remaining aware and following these tips:

• Be cautious of anyone attempting to prey on your emotions by using threatening messages.
• Take special note of emails containing links and never provide confidential information unless you initiated the conversation.
• Be mindful of attempts to impersonate your employer.
• Watch for bad grammar and misspellings in unsolicited emails and text messages.
• When in doubt, call back.  If someone calls you claiming to be from a financial institution or any person requesting your personal information, hang up and call the correct number for the institution to verify its legitimacy.

If you think you may have fallen victim to one of these scams, be sure to call Family First Credit Union as soon as possible at 404-768-4980 or 770-667-8114.  There is always someone standing by to help you.

Federally Insured
You don’t have to worry about the safety or accessibility of your funds at Family First Credit Unions. All deposits at federally insured credit unions are protected by the National Credit Union Share Insurance Fund, with deposits insured up to at least $250,000 per individual depositor.

Learn more about the National Credit Union Share Insurance Fund.

F. A. Q. – Types of Access for Transactions Processed in the Lobby by Appointment

1.  What are the lobby (appointment only) and drive-thru hours?

• Monday through Friday, from 9:00 AM to 4:00 PM at both branches.
• Saturday from 9:00 AM to 12:00 PM at both branches.

2.  What types of transactions qualify for an in-branch appointment visit?

• New accounts, changes to existing accounts, and loan transactions that require an original signature.  When possible, we highly recommend that you sign your loan documents electronically through IMM eSign.  This can be performed from any device from the comfort of your home.
  

3.  How do I make an appointment?

• Call 404-768-4980 and speak to a Member Service Representative or Loan Officer to make your appointment.

4.  What will happen if I am late for my scheduled appointment?

• Appointments are made to limit the number of people inside the branch.  If you are more than 15 minutes late for your appointment, you will need to reschedule.
  

5.  Will I have to wear a mask or face covering while in the branch?

• Yes, for your safety and the safety of our staff, you will be required to wear a mask.  If you do not have one, we will provide one for you.
  

6.  Who can I bring into the branch with me during my visit?

• We are asking our members to limit the number of visitors they bring with them into the branch.  Only necessary signers will be allowed into the branch at this time.
  

7.  Are your restrooms open to the public?

• Our restrooms will be closed to the public during this time.
  

8. When does Family First Credit Union anticipate opening at normal capacity?

• As we continue to face the current Coronavirus COVID-19 crises, our top priority is to balance the safety and health of our members and employees along with our commitment to provide members with the best products and services.  We continue to closely monitor the COVID-19 crises and are following the guidance from the CDC.  Regardless, our goal is to continue helping members throughout the COVID-19 crisis. The status of our full reopening will be reevaluated as the COVID-19 cases decline. We thank you for your patience as we serve you via our drive-thru, by appointments, and our other remote delivery channels.