We're Here to Help (315) 735-8571

Adapting to the Coronavirus Pandemic

Our Commitment to Health and Safety

We are dedicated to the health and safety of our Members, employees, and the communities we serve. Coronavirus/COVID-19 developments have required us to make changes for your well-being, while we continue to provide you with the financial services you need.

 

What We’re Doing


  • Branches

    All branch lobbies are closed, with Drive Thru services only. We have new Drive Thru hours (below), and ATMs are available 24 hours a day. If you are experiencing any symptoms or simply don't feel well, please stay home and conduct your business remotely to limit exposure to our employees and other Members.

    All Branches Drive Thru Hours

    • Monday–Friday – 9:00am–5:00pm

    • Saturday – 8:00am–12:00pm

    Due to unprecedented demand, we are experiencing longer than normal wait times. Thank you for bearing with us while our dedicated team works to serve you safely.

    North Utica Drive-Up ATM – North Utica Members are asked to use the drive-up ATM (surcharge-free and available 24/7) or visit the next nearest location for employee-assisted Drive Thru service.


  • Call Center Hours

    Our Member Care Call Center has also extended hours to assist you with transactions, questions, or concerns. Please call 315-735-8571 or 800-735-8571 during these extended operating hours.

    • Monday–Friday – 8:00am–5:00pm

    • Saturday – 8:00am–12:00pm


  • NEW: Sallie Mae Student Loan Assistance – Upon request, Sallie Mae will suspend student loan payments for up to three months, without an impact on the borrower’s current credit standing. Any interest that accrues during this period will not be capitalized. If you have been directly impacted by the coronavirus, contact them directly to discuss your assistance options.


  • Emergency Relief Loan – Special loan program specifically designed to provide assistance to current Members who are experiencing financial distress directly related to the COVID-19 pandemic.


  • First Source Loan Payment Relief – Payment deferral options for qualified loans, including real estate loans


  • Skip Payments – Standard $25 fee is temporarily waived


  • Credit Cards – Temporarily waiving minimum payments due


  • Transaction Fees – ATM, overdraft, and late payment fees will be temporarily waived


  • NEW: Transferring Loan Payments – We can now accept loan payments from a different financial institutions over the phone. Please call 315-735-8571 and a representative from our Member Care team will assist you with the transaction. All fees related to these transactions will be temporarily and automatically waived. You can also set up external fund transfers using online banking.


  • Financial Assistance – If you are struggling to pay your bills, we are here to help ease the burden and alleviate some of your concerns. Call 315-735-8571 to talk to a representative today. We'll walk you through your options and recommend a solution that works best for your specific situation.


  • Monitoring the Crisis

    We are regularly reviewing updated information from the CDC as well as federal, state and local agencies to ensure the health of our team and Members, as well as continuation of our crucial services. We are in constant touch with our employees and Members to maintain best practices recommended by government agencies.


  • Sanitizing

    To reduce risk, we are regularly sanitizing our outdoor and indoor Drive Thru areas, registers, tubes, and containers according to OSHA standards.


  • Encouraging Online & Mobile Banking

    Our Online and Mobile banking is available to our Members anytime, anywhere from your computer, tablet, or mobile device. This service is available 24/7 and requires no interaction with our team or other Members. Learn more about our online account services.


  • Providing Support for Other Needs

    If you have financial needs that may not be able to be serviced through Drive Thru or other remote means, please call our Member Care Center at 315-735-8571. One of our representatives will then coordinate directly with the appropriate branch Manager on how best to assist you.


  • Providing Activities for Children

    If you’re home with a child, this isolation may be challenging, so we’ve assembled some wonderful online content for you to choose from and share with your children. See our recent blog on Digitally Educating Our Children.


  • Staying Vigilant

    As the World Health Organization (WHO) continues to monitor and provide updates regarding the Coronavirus/COVID-19, we are taking all necessary precautions for the safety of our employees and Members. Each year our team proactively goes through pandemic training and is well prepared for situations such as this.

    Our employees are reminded to follow best practices set forth by the WHO: demonstrate proper hygiene both in an out of the workplace, avoid mass gatherings and unnecessary travel, and stay home or seek care if they present flu-like symptoms. Members are encouraged to do the same.

What You Can Do


  • Download the First Source Mobile App

    Manage your accounts, deposit checks, and pay bills remotely using the FSFCU Mobile App, available in the Apple App Store and Google Play Store.

    Download on the App Store Get it on Google Play


  • NEW: Economic Impact Payment​

    If you are a filer, get your stimulus check quickly and easily with the direct deposit payment option being introduced by the IRS.

    Complete the Application


  • Sign Up for Online Banking

    By paying bills and managing your accounts remotely, you help promote social distancing and lessen the workload for essential workers, other Members, and our community neighbors.


  • Be Patient for Financial Service Delays

    Please be aware that during these unprecedented circumstances, there may also be delays for services such as Mortgages. While we continue to work on the loan and paperwork requirements, social distancing or quarantines of individuals such as appraisers, title clerks, attorneys, and others may contribute to additional postponements.

    If you are experiencing financial distress directly related to the COVID-19 pandemic and have an existing mortgage that you need assistance with, please consider these additional resources dependent on your specific mortgage:

    Homeowners Advantage
    Phone: 877-266-7722, ext. 3123
    mortgageservicing@homeownersadvantage.com

    Truhomes Mortgage
    Phone: 844-439-7764
    mtgrecovery@truhome.com

    Home Equity Options
    Call us directly with your Home Equity needs.
    Phone: 315-735-8571

    Still have questions or concerns? Don't struggle alone. We're here to help put your mind at ease. Contact our Member Care Center at 315-735-8571 and we can discuss options and find a solution that is tailor-made for your needs.


  • Help “Flatten the Curve”

    Limit the speed and extent of the virus spread by doing your part in maintaining social distancing, frequent hand-washing, and recommended quarantine health practices.


  • Financial Assistance – If you are struggling to pay your bills, we are here to help ease the burden and alleviate some of your concerns. Call 315-735-8571 to talk to a representative today. We'll walk you through your options and recommend a solution that works best for your specific situation.


  • Protecting Your Finances

    These days we find ourselves more dependent on the Internet than ever before. Relying on it to keep us connected to friends, family, and our finances. Unfortunately scammers are exploiting this resource and using the uncertainty surrounding the COVID-19 pandemic to further their criminal efforts.


We will continue to update Members as we are notified of any national, state or county mandates regarding this pandemic, so please check back often.

If you have any questions or concerns, please call us at 315-735-8571 or email membermail@fsource.org.

For news and updates on Coronavirus, visit the Centers for Disease Control and Prevention website.

For tips on the use of remote services to manage your accounts from home, visit our tips for money management page to familiarize yourself with these options.


More Information: Financial Best Practices

We have had many questions about financial relief, support and best practices during this pandemic. Beyond First Source, here’s an additional resource from online resource Nerd Wallet. They have created a general financial COVID-19 area we wanted to share with you. It’s updated daily with helpful information on taxes, mortgages, government relief, small business needs, and more, specifically related to the pandemic.

Learn More