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Coronavirus Update From the Desk of CEO, Chris McKenna

Wednesday, 03 June 2020 13:30

Greetings,

I’m pleased to announce that on Monday, June 8, all CAP COM branch lobbies will open to serve you in-person. As an essential business, we have been able to maintain service to members via phone, online, and branch drive-thrus.

Regular business hours will resume with full services with some exceptions as noted below:

  • Our subsidiary, CAP COM Financial Services, will continue to serve clients by phone and virtual appointments, but its offices are closed to visitors at this time.
  • Services that have been suspended temporarily to maintain safety include: the coin machine, member copy/fax service, children’s play area, and beverage bar.

If you choose to visit a branch on June 8 or after, you will notice changes we have instituted for the health and safety of members and employees. We appreciate your attention and assistance.

  • Masks are required for all employees and branch visitors. If you forget your mask, we’re happy to provide one. The number of people allowed inside at one time will also be reduced initially. Please practice social distancing when you visit.
  • Among the safeguards you’ll see are plexiglass shields, gloves worn by staff when exchanging paperwork, and surface wipe-downs after each visitor.
  • Branch ventilation systems have been improved with additional contaminant filtering. Professional cleaning services perform a deep clean each night.

Due to these added safeguards, wait times could be longer than usual. So, you might find the drive-thru or digital banking a faster option. We appreciate your patience as staff serves members and fulfills new practices.

I am incredibly proud of our talented employees who show up every day to serve members with expertise and kindness. On behalf of all of us, thank you for your understanding and cooperation. For assistance and answers to your questions, please call (800) 634-2340.

Know that when life takes a turn, CAP COM is here for you. Keep safe and stay well.

Sincerely,
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Chris McKenna
President and CEO, CAP COM

 

To our CAP COM Community,

During these difficult times, you can count on CAP COM to work with you on any unique financial challenges you're facing. Below are solutions we've developed to assist you.

Consumer Emergency Relief Loan
If you’re experiencing financial distress, you may qualify to borrow up to $2,500 at a low fixed rate with no payments for up to 90 days. Find out more.

Consumer and Business Fee Waivers
Members whose incomes were recently reduced or eliminated can contact our Member Service team at (800) 634-2340 to request a 90-day waiver of most fees. Find out more.

Consumer Loan Relief
Members who currently have loans with CAP COM (including Auto, Personal, HELOC and VISA) or Mortgages with Homeowners Advantage, and who are experiencing financial difficulties, can request temporary assistance. Find out more.

Help for Business Members
Our Business Services team is also helping members (including non-profit accounts) during this exceptionally challenging time. They will be sending an email shortly with information about assistance we can provide to business members and other resources available. Contact us.

We also created resources to help you use the many online banking features at your fingertips – so you can bank safely and comfortably wherever you are.

Now more than ever, we’re committed to serving the needs of members, our employees, and our communities. Caring for each other is how we’ll get through this – be well and stay safe.

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Chris McKenna
President and CEO, CAP COM

People are our priority at CAP COM, and we want to share measures we are taking regarding concerns surrounding Coronavirus COVID-19 in the Capital Region:

  • CAP COM is open for business! Staff safety, member safety, and availability of services remain our top priorities.
  • Business Continuity Planning is a part of daily life at CAP COM; our remote services are regularly tested and are fully operational so we can serve you no matter what happens.
  • We have implemented a temporary policy of “Handshakes on Hold, Smiles Unlimited,” and we hope our trademark “Service with a Smile” is more noticeable than ever.
  • We have placed hand sanitizer in all branch locations, especially at teller lines, and are working to utilize additional sanitation methods.
  • Best practices on handwashing, especially after handling cash and documents, have been reiterated.
  • We have been following CDC and NYS communication and will update our response as needed.

We want to put you at ease, and help you continue your daily banking with as little disruption as possible.

Our 24-hour CAP COM digital banking platforms will continue to be available so you can comfortably bank from home as needed. We encourage you to learn more about all our digital tools such as the mobile app, online banking, phone banking, and text banking. Our contact center will continue to be available 24 hours a day, and we work with an additional offsite call center location which will help to make sure your banking services are maintained.

We will continue to be your advocates and share updates based on the developing situation. Thank you for your help during this time and as always, thank you for being a CAP COM member.

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Chris McKenna
President and CEO, CAP COM