COVID-19 OPERATIONAL FAQS

Will I still have access to my funds?

Yes. No matter the circumstance you will still have access to your funds either through our retail, online banking, mobile banking app, and ATM networks. We have a 100% deposit guarantee with the Credit Union Deposit Guarantee Corporation*, so you can be content knowing that your money is safe with us.

Will there be any disruption to your services?

Like Many organizations, Connect First is taking actions based on government recommendations to help flatten the curve.

Branches are currently available by appointment only. This means public access is restricted, while branch employees continue to work in-branch assisting members via email and phone.

We're still committed to providing you with the outstanding services and support you expect. We will consider in-branch appointments on a case-by-case basis. If you need to get in touch or request an appointment, please call your local branch.

You can also reach our Contact Centre Monday to Friday from 8:00AM - 6:00PM

If you have been ill, suspect potential exposure or have been out of the province or country in the last 21 days, we kindly ask that you refrain from booking an appointment.

We’re excited to share that all branches will be fully re-opened on June 15! Our members’ and employees’ health and safety have been our first priority - we were the first financial institution to move to appointment only, and will be the last to re-open. We will be taking all necessary precautions and following AHS protocols to ensure you can bank safely with us.

With the recent downturn in the market, I'm worried about the impact it's making to my investments. Who do I contact to discuss this?

During moments like this we ask our members to stay calm and focused on their investment plan. With a diversified strategy, investing through a variety of risk levels, your investment plan is set to proceed accordingly no matter what the market situation is. This environment cultivates tons of emotional uncertainty. Due to that, having a conversation with your advisor is the best route. Our highly specialized staff are trained on helping members explore all perspectives. We recommend reaching out by phone.

I have travel insurance with CUMIS® and will need access to my coverage due to a last-minute trip cancellation.

Due to the sudden nature of COVID-19, CUMIS is experiencing a surge in call volumes. Please click here for the most up to date information from CUMIS in regards to your travel insurance.

What is Connect First doing to help its members and employees?

We've introduced the following to take some weight off of members' and employees shoulders and allow everyone to focus on what's really important - the well-being of our families, neighbours and communities.

COVID-19 Member Relief Program* - provides a three-month deferral to all types of term loans and mortgages, and almost all members can benefit from it, including Commercial, Agriculture, Small Business and Retail.
Financial Support for Employees - as a financial institution we have seen first-hand the economic impact of COVID-19 is having across Alberta. This is why we are continuing to compensate all employees who need to stay home to self-isolate, quarantine, or because of childcare or other familial care issues.
Community Response - as the situation evolves, we've also been working collaboratively with our charitable partners and the business community to best understand how we can support and reach those most in need. In the coming weeks we will share some of the initiatives we're involved in.

With public access to branches restricted, what are my options for banking?

We encourage you to take advantage of the following options:

Online Banking: bank from the comfort of home. Many of our in-branch services are available through online banking.
Mobile App: conveniently access your daily banking anytime, from anywhere. Download on the App Store or Play Store.
Contact Centre: our representatives are here to help. Reach your regional Contact Centre Monday to Friday from 8:00AM - 6:00PM
In-Branch Appointments: we will consider in-branch appointments on a case-by-case basis. Please call your local branch to request an appointment.

How do I get in touch?

If you need to get in touch, you can call your local branch, the Contact Centre, or email us. Click here for contact details for your specific region.

Please note that these are unprecedented times, and we want you to know that we're here for you and committed to providing you with the outstanding services and support you expect from us. Our Contact Centre can assist with most services offered in-branch. We are currently experiencing a higher than normal call volume, and appreciate your patience. Our team is working hard to get to you as soon as possible.

How do I make an appointment?

We will consider in-branch appointments on a case-by-case basis. You can request an appointment by calling your local branch. Please click here for contact information.

How do I sign up for Direct Deposit with CRA to receive my Canada Emergency Response Benefit (CERB) quicker?

You can now set up direct deposit for Canada Revenue Agency (CRA) payments and refunds easily through your First Calgary, Chinook, or Mountain View Financial online banking!

How To Get Started:

Sign in to your Online Banking. If you don’t have online banking set up yet please contact your specific region and we’ll help you out with that!
Under the Account Services Tab on the left side menu, click on Set Up CRA Direct Deposits.
Follow the prompts, including the one to select the account you would like your payments deposited to.
That’s it! You will now receive your money faster and more securely!