Message From Our CEO
March 27, 2020


Dear members,

The Board of Directors of Synergy Credit Union would like to thank you, the members, for your patience and cooperation as we work through this pandemic and all of the unique challenges it presents. This is not your fault, it is not our fault. It is a global pandemic. We are working through it at Synergy just as you are working to manage the challenges it presents in your life. Synergy management and staff are using any safe means possible to continue to provide essential financial services and support to you. Please visit our website for links and updates.

Do what you can to take care of yourself and others. Be kind. Be generous. Be tolerant. We will get through this. Take good care.

Sincerely,
Don Wheler, Board Chair



March 25, 2020



Dear members,

Many of you have asked why I chose to close our branches to the public. The answer is quite simple: I need to protect Team Synergy so that Synergy can continue to serve its members.

Like many employers today, Synergy is experiencing staffing disruptions as our team members address their needs for child and elder care, self-isolate due to recent travel or illness not related to COVID-19.

In addition, I have seen many members disregarding the direction of health and government officials, and that is very concerning as it puts everyone at risk.

Some members have stated that Synergy is an essential service. I agree. That is why we are taking steps to ensure Team Synergy does not experience a COVID-19 incident that could potentially shut down services for an extended time, potentially until the illness runs its course.

I have our members’ best interests in mind. Most of our services can be completed digitally, online and over the phone. And when necessary, appointments will be made to meet members’ needs in-branch.  Our branches are safe. I want to keep it that way. Therefore, we will be implementing additional precautionary measures to protect you and our team.

I appreciate feedback. Drop me a note if you have questions or concerns.

Stay safe. Take care.

Glenn



March 25, 2020



Dear members,

To support health officials and government direction and to encourage the general public to stay home in the best interests of everyone, Synergy has closed its branches to the public. This action protects yours and our team members’ health during this uncertain time. Do not worry. Our staff remains on-site in our buildings ready to serve you.

To assist us in serving you better, I am asking you to utilize one of these channels to address your financial need:
  • Online banking. Pay bills, send INTERAC e-transfer transactions, transfer funds, change your Personal Access Code and set up alerts. You can also make deposits through remote deposit capture.
  • Mobile app. You can do the same transactions as you can through online banking.
    ATMs. Obtain cash, make deposits, pay bills and transfer money between accounts with the same relationship.
  • Night deposit. Feel free to use our night deposit to share personal financial information needed to lending or investing scenarios when directed to do so. Please ensure your envelope is sealed and clearly marked to your account manager’s attention. These envelopes will only be opened by your account manager to protect your privacy. Oh, and you are welcome to make deposits through the night deposit as well. To accommodate, we will be opening our night deposit more frequently throughout the day.
  • Member Contact Center. Call 1-866-825-3301 or 1-306-825-3301 to discuss your needs. Our contact center staff may coordinate your needs with other team members for lending, investing or more complicated transactions in a very timely fashion.
In-branch appointments can be booked through the contact center where your needs cannot be addressed through the above channels. Our branches are safe for you to visit but we will implement precautionary measures for you to follow when you attend the branch for your safety and for our team’s safety.  These measures are essential so we do not have a COVID-19 incident that will cause our branch to be closed indefinitely.

We have increased our staffing levels in our contact center in anticipation of increased call volumes. I do anticipate pressure on our teams to sustain the very high standards of service you have become accustomed to. I know they will work hard to meet your expectations and we appreciate your patience and understanding through this process.

Drop me a note if you have questions or concerns.

Glenn Stang, CEO




March 20, 2020


Hello members,

We continue to hope everyone is staying healthy and continuing to practice safe measures in combating this pandemic.

We have noticed a fair amount of chatter concerning people’s finances on social media, understandable as it is top of mind for many.

I would like to address some of the points I have seen on social media, answer questions posted online, and those shared with our Member Contact Centre.


Other banks are deferring mortgage payments for six months, no questions asked. Why isn’t Synergy?

Thanks for the comment and we agree, this process should be straight forward, but we don’t want to put our members into a plan that ultimately doesn’t meet their goals because it would be easier for Synergy.

Generally speaking, we will consider skipping six months of mortgage and loan payments. But, we are being flexible with our options to meet our members’ needs based on their current situation and financial goals. As we have learned in this region during downturns in the economy, blanket programs don’t work for our diverse membership. We are focused on creating plans to meet our members’ specific needs, not just a cookie-cutter plan.

We understand our members want answers quickly. The process we are encouraging our staff to go through will differ depending on a member’s personal situation and their relationship with the credit union.

  • Step 1: Reach out to Synergy (1-866-825-3301 or 1-306-825-3301).
  • Step 2: Work with one of our experts to create a tailored plan that meets your unique needs and gather information.
  • Step 3: Implement a plan that works for you.
*Please note that we are experiencing higher than normal call and service volumes at this time.


My husband and I have both lost our jobs – and I am the only one who qualifies for EI. I am concerned about being able to cover our bills. I have been a Synergy member for 20 years, are they going to help me?

We have seen posts like this assuming we are not going to be helping our members and it is disappointing.

As noted earlier, please call us if you feel there could be complexities in your financial situation. We have been through this before and have helped many of our members through difficult financial times and we would be happy to help anyone who is concerned about their financial situation.

The number is 1-866-825-3301 or 1-306-825-3301. Please note that we are experience higher than normal call volumes at this time.

I have yet to receive any email from Synergy regarding COVID-19 even though I have been contacted by every single company I work with. Why is Synergy not reaching out?

We have a number of channels we are using to keep our members updated as much as possible:
There has also been a mass email communication sent out to our members earlier that encouraged them to get in contact with a Synergy representative. If you have not received it, please ensure your email address is current and that your contact information is up to date by calling 1-866-825-3301 or 1-306-825-3301.

As always, if you have any questions, please feel free to call our Member Contact Centre and they will be happy to assist. (Please note that we are experiencing higher than normal call volumes at this time.)

I went into the branch yesterday and the person made me put on hand sanitizer and stay far away from the teller. It was not a great experience.

Unfortunately, these are not regular times and we are having to take extraordinary measures to help ensure the health and wellbeing of our members and our staff. That includes encouraging staff and members to use hand sanitizer regularly, practicing social distancing and cleaning our branches frequently throughout the day. We are asking for our members’ patience and understanding through this – as is every business in our region.


I hope this helps mitigate some of your question or concerns. Feel free to drop me a note at any time.


Sincerely,
Glenn Stang, CEO


We've been updating members as more information evolved regarding COVID-19. See past CEO Messages:



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