The following saftey protocols and precautions will be strictly followed on our re-opening and allowing public access inside our buildings as directed by the Public Health Office of BC and WorkSafe BC.

HOW AND WHERE BUSINESS WILL BE CONDUCTED

No meetings will be held in an individual staff member’s office with the door closed. Any individual office use will be avoided when possible.

RCU Maximum Number of Members in Branch at one time … Will be controlled by our Greeter and receptionists.

4 Front Line
1 Reception
2 Side Counter – max one at each of two desk configurations, not two side by side
1 Wealth Reception
1 Wealth Offices - signing only in individual offices with a sneeze guard in place and door open    
3 Loans – one with reception, one seated & possible one signing in board room
12 Total

Loans will signed in our Board Room. Members must hand sanitize before and after signing, bring their own pen or take ours home.

Access to the Loan and Wealth departments will be limited as set out above, with members admitted by Main Reception. If you are coming to sign documents, the receptionist will advise the lender or advisor and send you to that area.

RCUI Maximum Number of Members in Branch at one time.
1 Reception
3 ICBC
1 Personal Lines – signing in the Community Room
5 Total

This will be controlled by reception.

Personal Lines will sign in Community Room. Customers must sanitize before and after signing, bring their own pen or take ours home.

Scripting provided for staff should be followed to deliver a consistent message to customers, that they can’t have face to face access beyond ICBC Agents.                      

PERSONAL PROTECTION EQUIPMENT

Hand Sanitizer – will be provided for all desks and work stations
Sanitizing Surface Wipes - will be at each work station, desk, office machine, coffee stations and washrooms
Masks – use by Staff & Members will be optional for now.
Gloves – will be available
Kleenex – numerous available and visible around offices
Sneeze Guards - Guards will be in place the week of reopening. Some will have a five-inch gap below the guard so tellers and ICBC Advisors are able to reach under to clean customer surface between transactions.

SAFETY PROTOCOLS

Distancing:    

RCU Members – Max 12 In RCU at one time as set out above

RCUI Clinets – Max 5 In RCU Insurance at one time as set out above

Distancing markers on outside sidewalks will be created at both RCU & RCUI.

Staff - will limit in-person inter-departmental interaction. Will treat each department like it is its own pod, no gathering at coffee stations or inside offices.  No more than 2 at picnic table at one time.

WIll not use another employees phone or computer - when documents need to be shared among employees, it will be ensured all sanitizing has been done before and after touching documents - wiping down copiers, and all machines before and after you use them.

Cleaning:                                                                                                                                                   
Each employee is required to clean their work surfaces, phones and computers before and after each member/customer

Sickness:                                                                                                                                                
Any feeling of malaise requires that it is MANDATORY that employee to stay home. Any suspicion that a member or customer is ill, it is MANDATORY that they are asked to leave.

Washrooms:    Access to our washroom is not available to members and clients.

HOURS

All Staff will continue to work their normal pre-pandemic hours, unless volume of work does not warrant it.

RCU - Open to Public hours will be reduced

RCUI - Hours are to remain the same due to ICBC traffic volumes. Shorter open hours would further bottleneck the number of people waiting in line.

May 27, 2020:  To All Members & Clients, reopeing June 3, 2020  

Revelstoke Credit Union and RCU Insurance Services would like to extend a sincere thank you to our Members and Customers for their loyalty, understanding and acceptance of our service delivery changes over the past 2 months.

On the advice of the Public Health Officer, we are now going to re-open our doors and allow public access to both of our businesses on June 3, 2020. We will be strictly following the recommended protocols to ensure continued safety to the public and our staff.

HOURS of OPERATION

REVELSTOKE CREDIT UNION

NEW!! Effective Wednesday, June 3, 2020 OPEN TO PUBLIC

Tues – Thurs                    10:00am – 4:00pm

Friday                               10:00am – 5:00pm

Saturday                          10:00am – 1:00pm

Service by telephone and email continues to be available as follows:

Tues – Thursday              9:00am – 5:00pm

Friday                               9:00am – 6:00pm

Saturday                          9:00am – 1:00 pm

RCU INSURANCE SERVICES - NO CHANGE

Mon – Thursday               9:00am – 5:00pm

Friday                               9:00am – 6:00pm

Saturday                          9:00am – 4:00pm

WHAT TO EXPECT WHEN YOU ARRIVE AT THE CREDIT UNION OR INSURANCE OFFICES:

1. You will be met outside the door and asked to sanitize your hands. You will be offered a mask. Using one is optional.
2. We will be controlling the number of people in the offices at one time, so you will be asked to line-up outside and practice physical distancing of 2 meters (6 ft).
3. Public access is open to Front-Line Tellers, Receptionists in all departments and ICBC agents. Controlled access will be available for our Side Counter services.
4. Loan and Wealth Management appointments & interviews will continue to be by phone, email or virtual meeting. We will not be having “in office” meetings for the time being.
5. Some signing of documents will be done in-branch in our Board Room at the Credit Union and in the Community Room at RCU Insurance. These are private and large rooms where distancing can take place. We also now have Docu-Sign as another option.
6. We ask that you bring your own pen, or one will be provided that you can take home with you.
7. For everyone’s protection, we have installed sneeze guards at all stations where public/employee interaction will occur.
8. If you are showing any symptoms of illness, you will not be allowed access. We ask that if you are feeling unwell, that you please stay home, and we will provide service to you by telephone.
9. You will be encouraged to sanitize your hands on your departure.

We want all of our Members and Customers to feel safe in entering our buildings. Staff are following strict internal protocols as well to safeguard the community’s continued good health!! We anticipate that office traffic may be somewhat less than it was pre-pandemic with people having found alternate ways to conduct their banking.

Again, I offer our sincere appreciation for your understanding over the past two months, and I ask for your continued patience as we carefully move forward and walk through the next stages of keeping this virus under control.

Roberta Bobicki, CEO, REVELSTOKE CREDIT UNION

April 25, 2020:  To All Members & Clients of Revelstoke Credit Union (RCU) …
 
It has been a month since RCU & RCU Insurance took drastic action against the spread of Covid19 by removing public access to our premises. I applaud our dedicated staff for delivering all of our services in the new “no contact” manner. From all reports, there has not been a service or transaction that we have been unable to perform for our members and clients. Our client base and the community have been understanding, and in fact, very appreciative of the steps that we have taken in the interest of health and safety for all. We received broad acceptance once we demonstrated that financial & insurance products & services were still completely accessible.

Many of our commercial members are anxiously waiting for RCU to be registered in the federal Canadian Emergency Business Account (CEBA) program. We had to wait our turn and as of yesterday our application was submitted, in hopes of being registered next week!! We anticipate a large volume of applications so have several employees assigned to the project. I will advise as soon as we are able to receive applications.

There is no indication of when it will be appropriate to re-open our offices to the public. We will follow the direction and advice of the experts. If things open up pre-maturely, we all run the risk of all the sacrifices we have made to date being for naught.

It has been said over and over that these are unprecedented times. Agreed. We are doing our best and I am always available to discuss any concerns anyone may have about Revelstoke Credit Union or RCU Insurance. They are both very strong businesses and well capitalized. Our deposits are 100% guaranteed by the Credit Union Deposit Insurance Corp, so our member’s money is safe and secure. We just need to ride this out.

I will remind everyone to please NOT try to gain access to our offices even though you see staff working inside. Please call 250 837 6291 and you will be speaking to a person within minutes.

Thank you for being so cooperative and understanding. Stay healthy!!!

Roberta Bobicki, CEO, REVELSTOKE CREDIT UNION

March 27, 2020:  To All Members & Clients of Revelstoke Credit Union (RCU) …
 
The Board of Directors of Revelstoke Credit Union have approved a motion that effective March 1, 2020, and until further notice, ALL SERVICE CHARGES WILL BE WAIVED for ATM, Point of Sale, and Bill Payment transactions.

This measure will allow our Members to make POS transactions without handling cash and for credit card transactions under $250 (Collabria Mastercard has increased the tap limit from $100 to $250), tap will help reduce contact with POS keypads.

We are open for business, and with our offices not accessible to the public, we feel that eliminating fees is the right thing to do as we encourage you to use these alternate methods of banking.

Please feel free to reach out to us at 250-837-6291 or, info@revcu.com with any concerns you have regarding your financial relationship with RCU. As your community partner, we are here to help. We will periodically reassess the state of this COVID-19 crisis and will provide notice of any further measures if the need arises.

March 24, 2020:  To All Members & Clients of Revelstoke Credit Union (RCU) & RCU Insurance Services (RCUI) …

In that our offices are no longer accessible to our members & clients; we are committed to providing you with the highest level of service and support possible during this crisis. Thank you for your understanding.

SENIORS who normally come in to cash their pension cheques, please call and we will make special arrangements to accommodate you. 250 837 6291 Ext 221

Your Revelstoke Credit Union & RCU Insurance TEAMS ARE STILL HERE, just behind the scenes, ready and WAITING TO DELIVER all your financial and insurance needs!! WE are not closed for business only our physical premises.

Please reach out to 250 837 6291

RCU Insurance Services - Ext 223, Loan Department - Ext 250, Deposit Services - Ext 246, Wealth Management - Ext 271, General Inquiries -       Ext 221, Administration - Ext 242

PAYMENT or CASH FLOW RELIEF… If you are faced with financial challenges related to the economic disruption caused by this global pandemic, RCU is here to help you. If you are a borrowing Member of Revelstoke Credit Union, either personal or business, please reach out to the loan department. We are committed to providing you with customized relief for your situation. You don’t have to weather this alone. Please call 250 837 6291 Ext 250

THE FOLLOWING INFORMATION WILL ALLOW YOU TO ACCESS ALL FINANCIAL & INSURANCE SERVICES WHILE PRACTICING SAFE SOCIAL DISTANCING…

DEPOSITS (cash or cheques) can be made at the ATM or in the Night Depository. Night deposits will be processed twice daily.

PAY BILLS online or drop into Night Depository (on wall beside ATM) with signed instructions on where to pay the bill from.

FOR BUSINESSES, call to arrange for a night deposit bag & key so you can use the Night Depository.

LOAN APPLICATION OR MAINTENANCE will be conducted over the phone or via email. Please call 250 837 6291 Ext 250 to arrange for a lender to call you.

GENERAL INSURANCE, Home Policies, Commercial, Liability, Travel will be conducted by phone. Please call 250 837 6291 Ext 223 to arrange for an agent to call you.

ICBC will be conducted by phone. Please call 250 837 6291 Ext 223 to arrange for an agent to call you.

WEALTH MANAGEMENT SERVICES, Mutual Funds, Financial Planning, Life Insurance will be done by phone. Please call 250 837 6291 Ext 271.

Sincerely,
Roberta Bobicki, CEO, REVELSTOKE CREDIT UNION

The accelerating pace of the COVID-19 pandemic necessitates that we take additional decisive action to further safeguard the health and safety of our Members, Clients and our Employees.

As a result, effective Saturday March 21, 2020, we are temporarily changing the delivery channels that we currently use to provide financial & insurance services. We will not be providing public access to our offices at both Revelstoke Credit Union and RCU Insurance Services until further notice.

This decision will enable us to support increased social distancing, in keeping with BC's declared public health state of emergency. By taking this action in a proactive way, we ensure we have the staffing flexibility to meet all Member’s and Client’s needs by way of telephone or email. We are committed to provide you with the highest level of service and support possible.

We know that these steps will be an inconvenience for some. However, these are extraordinary times, and we appreciate your understanding and patience as we all work together to try to contain the spread of this pandemic.

We encourage you to utilize on-line banking, the ATM and our Night Depository. If you are a business client, please call and we will provide you with a Night Deposit bag and key. Night deposits will be processed at least twice daily. For all inquiries please call 250 837 6291 and the prompt will take you directly to the department that you need.  Or, you can contact us by email to arrange for consultation.

Please everyone take heed of the advice being given on how we can each do our part in reducing the further spread of this virus. The sooner we all do that, the sooner we can get back to normal.

If you are a borrowing Member of Revelstoke Credit Union, either personal or business, please reach out to the loan department. We are committed to provide you with customized relief for your situation. You don’t have to weather this alone.

Please check our website's homepage or this page regularly for updates. If you have questions or concerns, please don't hesitate to contact me at 250 837 6291 Ext 232 or by email by clicking my name here, Roberta Bobicki.

Sincerely,

Roberta Bobicki, CEO

Financial & insurance services are an essential part of life.  We are committed to providing banking and insurance services to our members, and are asking for your cooperation and willingness to conduct your banking in a manner that is not “face-to-face”.

Depositing Cheques or Cash

• we encourage you to use the Night Depository mail slot on the Connaught Ave side of RCU 

Business Deposits

• arrange to pick up a Night Deposit bag and key and use Night Depository

 Bill Payments

• pay on-line or drop into Night Depository with signed instructions on where to pay the bill from

 Loan Applications or Maintenance

• will be conducted over the phone or via email. Please call 250 837 6291 Ext 250 to arrange for a lender to call you

 Account Opening, Maintenance, Term Deposits & Estates

• will be done over the phone. Please call 250 837 6291 Ext 221 to arrange for an Account Services Rep to call you

 Wealth Management Services, Mutual Funds, Financial Planning, Life Insurance

• will be done by phone. Please call 250 837 6291 Ext 271

 General Insurance, Home Policies, Commercial, Liability, Travel

• will be conducted by phone. Please call 250 837 6291 Ext 223 to arrange for an agent to call you

 ICBC

• will be conducted by phone. Please call 250 837 6291 Ext 223 to arrange for an agent to call you and arrange for special measures to exchange any documents

The Board, Management & Staff are committed to meeting your needs during this difficult time. Our staff will continue to work full hours and be diligent in returning your calls. Some of our staff will be working from their homes. Our organization will continue to pay staff full wages even if they are in a 14 day isolation or are unable to work due to being medically vulnerable.

Thank you for your understanding and we are hopeful that these steps taken now will prevent a full office closure in the future.

Roberta Bobicki

Revelstoke Credit Union, CEO

March 13, 2020:  To All Members & Clients of Revelstoke Credit Union (RCU) & RCU Insurance Services (RCUI) …

There is no higher priority for our Credit Union family than the health and safety of our employees, clients and the community as a whole. We are closely monitoring the evolving situation surrounding the Coronavirus (COVID19) and continue to follow the guidance of the World Health Organization (WHO), the Centers for Disease Control and Prevention (CDC), international, regional, provincial and local authorities.

This guidance has directly informed and shaped our business continuity efforts and we want to be certain that you’re aware of our plans. We are taking immediate preventative steps within our offices: 

• Hand sanitizers, wipes and tissues are provided, and we ask that you use them

• We would like to keep a personal space between employee and client of ideally 6 feet, but no less than 3 feet

• If you are coughing, symptomatic or feeling unwell, we ask that you not come into our premises. We will assist you by phone or email

• Use your own pen

• Staff have been asked to suspend any unnecessary travel and may be subject to a 14-day period of isolation on return

• If you have recently travelled, we ask that you not come into the branch for 14 days after your return

• Employees at highest risk will be given the option to work “virtually” from home

• We have cancelled employee attendance at all conferences

• We are strongly recommending that employees avoid large gatherings

• The use of the RCU Community meeting room at RCU Insurance has been suspended until further notice, any meetings scheduled for this room will not be taking place in this location

• Popcorn Friday will be suspended for the duration of this event

We all need to do our part in containing this virus. Revelstoke is a community with many international visitors and many locals who travel, especially at this time of the year. RCU is choosing to be pro-active and err on the side of caution for everyone’s health and safety.

PLEASE! PLEASE! PLEASE! … update your e-TRANSFER method to “AUTO DEPOSIT” in Member Direct. This is the safest method of e-transferring to avoid fraud!! Funds are moved directly from the sender’s account to the recipient’s account out of reach of the criminals. At no time is your money in e-mail limbo requiring acceptance of the transfer. That is currently where fraud is occurring with the funds being intercepted if your email account has been compromised and you are not set up on Auto Deposit.

Revelstoke Credit Union is not responsible for losses if your email has been hacked.

PLEASE PROTECT YOUR PERSONAL CREDENTIALS !!! Make your security questions tough, change your passwords frequently, make them complex, and never open an e-mail attachment if you are unfamiliar with integrity of the sender.

If you require assistance please inquire at the branch.  Instructions and more information are located here.

Changes to e-Transfer Security Questions

Interac will require new e-Transfer security answers –  the response to the question the sender asks the recipient before funds are transferred. All security answers set by your customers since September 20, 2018 do not need to be updated. Customers who have not updated their recipients’ security answers since September 20, 2018 will need to set up new security answers before they can send money to those recipients. 

 To facilitate this:

• Effective immediately, customers who have not updated their security answers will be notified when they send an e-Transfer, as described below.
• Any security answers not updated by September 1, 2019 will be deleted by Interac and customers will be required to enter a new security answer the next time they send an e-Transfer to that recipient.

If a customer tries to send an e-Transfer to a recipient without an updated security answer, they will receive the following message. The “assistance” sentence may be different, as it will reflect parameters configured by your financial institution.

 "​Due to Interac e-Transfer updates, you will need to update your security question and answer for this recipient. Please click here to update your recipient’s details. For assistance, please contact your branch."

 Customers will click the link and be directed to the Edit Recipient screen for the given recipient. They will not be able to send the e-Transfer to that recipient until the security answer is updated. They may use the same question and answer, and when they re-save, it will be updated to the new format.

This is an image of the message you will receive.

Additional questions regarding Interac security? Interac Fraud prevention


Additional Questions? We're happy to help. Reach us by phone at 250-837-6291 or through our Contact Us form. As always, online, and mobile banking are available 24 hours a day, seven days a week. Please ask us how you can sign up for any of these convenient, safe and money-saving options.

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