Home | Changes | Preparation | Weekend Schedule | FAQs

Last Updated: 5/14/2021

We’re upgrading to serve you better. 

Every day, in everything we do, your interests come first. To continue focusing on you, we are upgrading our banking system to simplify and enhance your member experience. Below, we outline some changes you may notice.

Beginning the evening of Friday, May 28 through Memorial Day Weekend, we will be making an internal system upgrade that will enhance many of our processes, and ultimately allow us to provide you with better service.

Most of the impact will be behind-the-scenes, but we are excited to show you a few changes you can expect. There will be no changes to your account number, routing number, checks, and Debit/Credit cards. We will keep this page up to date as we approach the weekend of our upgrade, so please be sure to check here back for resources, information, and FAQs.

We appreciate your patience as we make this transition and look forward to serving you with our new and improved system and capabilities!

What changes will I see?

Account-Centric to Member-Centric

When you call or visit Family Trust, all your accounts and information can be found under your name as well as your account number.

This means that when you log into digital banking after the upgrade, you will automatically see all accounts associated with your name—all shares, loans, and special accounts tied to you, even if they’re accounts you are joint on under separate memberships. No more separate logins or extra configuration required to see everything in one place. (And rest assured, you will still have the option to customize which accounts you see online, and how—you can nickname, color-code, and even hide accounts from view).

Example

Digital Banking:
Current Login

Digital Banking:
Post-upgrade Login

Jamie is the primary owner of
account #1

Jamie is a joint owner of her daughter’s checking account under account #2

Jamie logs into her account #1 and sees all of its shares, loans, and special accounts.

Additional setup or a separate login is required for Jamie to see her daughter’s joint checking account under #2

Jamie will log into digital banking and see listed in one place all accounts linked to her name: her own primary shares and loans, as well as her joint checking account.

Sam is the primary owner of account #3.

He is not a joint owner of any other share or loan within the credit union.

Sam logs into digital banking and sees all shares, loans, and special accounts under
account #3.

No change, since Sam is not joint on any additional accounts.

Telephone Banking Upgrade

Our telephone banking system will be getting an upgrade as well. Your first time accessing telephone banking after May 28, you will be prompted to enter the last 4 digits of your SSN and choose a new passcode to use going forward. You may notice slight changes to the voice and prompts, but the functionality available to you will remain the same.

Statements

Month End and Credit Card Statements will look slightly different—no dramatic change, but we want to make you aware that there will be small differences.

Top 5 things you should know about the upgrade:

  1. Your account information is safe and secure.
  2. Your Debit and Credit Cards will still work during the upgrade weekend.
  3. Overdraft Protection (auto-transfers from a savings or credit card to cover balances, as well as No Bounce Courtesy Pay) will be partially impacted over the weekend. Please see the Product & Service Availability table below for details. During the upgrade, attempted transactions will be declined in accounts with insufficient funds. We recommend you verify your balance before Friday and keep track of your spending that weekend.
  4. Digital (online & mobile) and telephone banking will go offline the evening of Friday, May 28 (after 7PM); service will be restored by Sunday, May 30.
  5. When you log into digital banking after the upgrade, you will see all accounts associated with your name; even accounts you are joint on under separate memberships.

Preparation Checklist:

  • Make sure we have your best contact information on file.
  • Mark the System Upgrade dates (May 28 – June 1) on your calendar.
  • Share this information with joint accountholders.

May 28 – June 1 Product & Service Availability

 

Friday
May 28

Saturday
May 29

Sunday
May 30

Monday
May 31

Tuesday
June 1

Digital Banking (Online & Mobile)

Available
until 7PM

Not Available

Available
ASAP - we will communicate when service is restored

 Available
24/7

Available
24/7

All Branches

Open
(normal business hours)

Closed

Closed

Closed
Memorial Day Holiday

Open
(normal business hours)

Member Support Call Center

Open
(normal business hours)

Closed

Closed

Closed
Memorial Day Holiday

Open
(normal business hours)

Loan Applications

Available
in-branch and online

Available
online

Available
online

Available
online

Available
in-branch and online

ATMs

Available
24/7

Available
24/7

Available
24/7

Available
24/7

Available
24/7

Debit Card Purchases

Available
24/7

Available
24/7

Available
24/7

Available
24/7

Available
24/7

Credit Card Purchases

Available
24/7

Available
24/7

Available
24/7

Available
24/7

Available
24/7

Overdraft Protection

Transfer from  Savings or Visa

Available
until 7PM

(In case of non-sufficient funds, card transaction will be declined)

Available
ASAP - we will communicate when service is restored

Available
24/7

Available
24/7

Available
24/7

Overdraft Protection

No Bounce Courtesy Pay

Available
until 7PM

(In case of non-sufficient funds, card transaction will be declined)

Not Available

(In case of non-sufficient funds, card transaction will be declined)

Available
ASAP - we will communicate when service is restored

Available
24/7

Available
24/7

Telephone Banking

Available
until 7PM

Not Available

Available
ASAP - we will communicate when service is restored

Available
24/7

Available
24/7

Frequently Asked Questions

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What is the system upgrade?

We are upgrading our internal core banking system—the technology at the center of all our operations.

Why is this upgrade taking place?

You—our members—are top of mind in all that we do. And banking technology, like all technology, is continually evolving. By upgrading our system we better position ourselves to provide you with the best banking experience possible—now and in the future. While most of the changes will be behind-the-scenes, this upgrade will improve many of our processes, and allow us to provide you with faster and more efficient service throughout our channels.

When will the upgrade take place?

The upgrade will begin the afternoon of Friday, May 28 and progress over the holiday weekend, to be completed the morning of Tuesday, June 1.

Why do this over a holiday weekend?

The credit union chose the long weekend to give our team enough time to complete the upgrade while minimizing impact on members. You will still be able to use your debit and credit cards, and access cash at ATMs over the weekend. Please view the FAQs on our website page for additional information as we will be updating it often.

What services will be available during the weekend upgrade?

Please reference the Product & Service Availability table above for detailed information on the availability of all products and services between May 28 – June 1.

Branches & Phone Support:

Following regular weekend/holiday hours...

  • Our branches and Member Support Center will follow normal business hours on Friday, May 28, closing at 6:00 PM.
  • Note that Monday, May 31 is Memorial Day; all our branches, offices, and Member Support will be closed for the holiday.
  • Our branches and Member Support Center will resume regular business hours on Tuesday, June 1, opening at 8:30 AM.

Digital Channels:

  • Digital (both online and mobile) and telephone banking services will be unavailable beginning Friday, May 28 at 7PM.
  • Access to digital & telephone banking is expected to be restored on Sunday, May 30. We will be updating our website and social media regularly to communicate the status of services as they become available.

Is my money safe?

Yes! The system upgrade does not transfer funds in or out of your account.

Is the upgraded system secure?

Absolutely! Data security is a top priority for Family Trust, and we have thoroughly vetted and tested our upgraded systems. Your financial data is safe and sound!

How well has the upgraded system been tested?

We have been thoroughly testing the new system for many months, and our staff undergoing extensive training. As with any new system, there will be an adjustment period, but we are confident we have taken all steps to minimize members' impact.

Will my debit/credit cards work while the credit union is closed?

Yes, debit and credit cards will function during this period. Typical spending habits during a holiday weekend should not be affected.

Will I be able to access the ATM?

Yes. ATM access will not be interrupted during the conversion process.

Will I be able to log into digital banking / mobile app?

You won’t be able to access digital banking via browser or the mobile app from 7pm, Friday, May 28 until Sunday, May 30. We will communicate via email and social channels on Sunday as soon as digital banking and the mobile app are accessible again.

How can I keep track of my balances during downtime?

Make sure you check your account the week prior to our downtime so you are aware of your account balances. During our downtime it may be beneficial to keep a record of your transactions on paper

How do I hide an account?

Check out this quick tutorial on how to hide an account on mobile banking.

 

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We’re always here for you. Here are a few quick links that can make your life easier.