Sample Messaging to Members

Below are sample messages you can use in communications with your members.


Credit Unions are Essential Services

In an effort to stop the spread of COVID-19, many restrictions have been placed on non-essential businesses. Fortunately, credit unions and banks are categorized as essential businesses, which means we can continue to operate as long as we continue adhering to social distancing recommendations. Following the CDC’s social distancing guidelines is an important way to prevent the spread of COVID-19 in our community.

Our credit union wants you to remain healthy! We encourage you to practice your own preventative measures to reduce your own risk of infection. For more information on what you can do to protect yourself from COVID-19, please visit the CDC’s website.

If you have questions concerning our operations during this time, or if you need assistance with any of your credit union accounts, please don’t hesitate to contact us at X. Our Member Services Representatives are available to help. In addition, our drive-thru service is open from [HOURS OF OPERATIONS].


Essential Services Employee Letter

As you all are aware, some municipalities have issued Stay-at-Home orders but carved out exceptions for a number of services, including financial institutions. People employed by these organizations are permitted to go to and from their place of work. People also can leave their homes to access essential services.

It is highly likely fines for violating these orders are directed toward people holding gatherings or otherwise blatantly ignoring the restrictions in the orders. Still, credit union employees may feel more comfortable traveling to and from work with a “hall pass” that identifies them as an employee of an essential services organization. Below is a draft letter credit unions could use for this purpose:

[add credit union letterhead/logo]

To whom it may concern,

[Employee name] is an employee of [credit union name]. The Department of Homeland Security issued guidance on March 19, 2020, that identifies financial services workers as part of the critical infrastructure sector. As such, employees of [credit union name] are granted permission to travel to and from work.

For more information, please refer to the U.S. Department of Homeland Security, Cybersecurity & Infrastructure Security Agency’s Memorandum on Identification of Essential Critical Infrastructure Workers During Covid-19 Response and Department of Treasury’s Memorandum on Financial Services Sector Essential Critical Infrastructure Workers.

[Credit union signature]


Reminder to Members About Social Distancing

We all play a role in keeping our community healthy. Adhering to the social distancing guidelines recommended by the CDC is the most important way to prevent the spread of COVID-19.

We want to keep you, your family, our employees, and our communities safe and healthy. Fortunately, you still have full access to the [Credit Union Name] products and services you depend on, without ever stepping foot in one of our branches.

You can check balances, transfer funds, make bill payments, apply for loans, and deposit checks—all from the comfort of home through the power of our easy-to-use online banking platform or our mobile app. If you have not downloaded our mobile app, look for [app name] on the Apple or Android App Store. If you have questions about setting up online or mobile banking, call (insert #) and one of our Member Service Representatives can help walk you through this simple process.

While it might not be “business as usual” for our credit union right now, we are here to help however we can. We all are in this together, and each of us must do our part to limit the spread of COVID-19 in our community.

Stay healthy!


Reducing Branch Hours

To protect the health and well-being of our employees and members, we will be temporarily reducing our branch hours to [HOURS]. Over the coming weeks, we will continue monitoring state and federal CDC recommendations to determine when we can return to our normal branch hours.

The services you depend on will continue to be available

Fortunately, being a member of a [STATE] credit union means you will have 24-hour access to your accounts. With online and mobile banking, you can use your computer, tablet, or phone to transfer funds, deposit checks, apply for loans, and make payments, all from wherever you are. If you have not downloaded our mobile app, look for [APP NAME] on the Apple or Android App Store.

Shared Branching Remains Available

We also do not want you to forget about Shared Branching, which is one of the strengths of the credit union network. Although we certainly do not want you to enter any credit union branch—or even use the drive-up window—if you are not feeling well, there are branches around the state that participate in Shared Branching where you can manage your money.

We’re here for you

Although our branches may have reduced hours, our employees will be working remotely and remain ready to help you however they can. If you have questions about your accounts or setting up mobile or online banking, or you are being directly impacted by the COVID-19 pandemic, please call our Member Support team at [PHONE NUMBER].

Rest assured, we are here for you and your family during this difficult time. We recognize that many of our members will face financial hardships due to these unusual circumstances. We are here to help—just as we always are. Here are some of the services we are offering to help you recover or maintain your financial capacity:

  • Deferred Payments
  • Low interest loans
  • [ETC.]

While it might not be “business as usual” our People Helping People philosophy remains unwavering. We all are in this together and you can continue to count on [CREDIT UNION NAME] for your financial needs.

We will continue to provide updates on our website and on social media to keep you informed about developments and resources. Thank you for understanding and take care.


Branch Closures

To protect the health and well-being of our employees and members, we have decided to close all of our branches for [TIME FRAME]. After that time, we will review state and federal CDC recommendations and re-evaluate whether it is safe to re-open our doors.

The services you depend on will continue to be available

Fortunately, being a member of a [STATE] credit union means you will have 24-hour access to your accounts. With online and mobile banking, you can use your computer, tablet, or phone to transfer funds, deposit checks, apply for loans, and make payments, all from wherever you are. If you have not downloaded our mobile app, look for [APP NAME] on the Apple or Android App Store.

Shared Branching Remains Available

We also do not want you to forget about Shared Branching, which is one of the strengths of the credit union network. Although we certainly do not want you to enter any credit union branch—or even use the drive-up window—if you are not feeling well, there are branches around the state that participate in Shared Branching where you can manage your money.

We’re here for you

Although our branches may be closed, our employees will be working remotely and remain ready to help you however they can. If you have questions about your accounts or setting up mobile or online banking, or you are being directly impacted by the COVID-19 pandemic, please call our Member Support team at [PHONE NUMBER].

Rest assured, we are here for you and your family during this difficult time. We recognize that many of our members will face financial hardships due to these unusual circumstances. We are here to help—just as we always are. Here are some of the services we are offering to help you recover or maintain your financial capacity:

  • Deferred Payments
  • Low interest loans
  • [ETC.]

While it might not be “business as usual” our People Helping People philosophy remains unwavering. We all are in this together and you can continue to count on [CREDIT UNION NAME] for your financial needs.

We will continue to provide updates on our website and on social media to keep you informed about developments and resources. Thank you for understanding and take care.


Drive Through

To protect the health and safety of our employees and our members, we have decided to move all branch transactions to drive-thru service only to create social distancing that protects you and our staff. Lobbies in all of our branches will be closed until further notice.

Fortunately, our credit union is financially strong, insured, and well prepared to operate under these unique circumstances. Your money is safe and secure and you will continue to have reliable access to your accounts. In addition to our drive-thru teller services, we can serve you remotely through our secure and convenient online banking and mobile app.  If you have not downloaded our mobile app, look for [APP NAME] on the Apple or Android App Store. For additional assistance with your accounts or for helping setting up online or mobile banking, please reach out to our Member Service Center at [PHONE NUMBER] and one of our friendly representatives will take care of your needs. Services such as credit and debit cards, checks, ATMs, lending, and electronic payments all remain unchanged.

Rest assured, we are here for you and your family during this difficult time. We recognize that many of our members will face financial hardships due to these unusual circumstances. We are here to help—just as we always are. Here are some of the services we are offering to help you recover or maintain your financial capacity:

  • Deferred Payments
  • Low interest loans
  • [ETC.]

While it might not be “business as usual” our People Helping People philosophy remains unwavering. We all are in this together and you can continue to count on [CREDIT UNION NAME] for your financial needs.

We will continue to provide updates on our website and on social media to keep you informed about developments and resources. Thank you for understanding and take care.