COVID-19 Service Excellence Centre FAQs

If my branch is closed or I can’t access it, how can I deposit a cheque? Expand/Collapse

You can deposit a cheque at any of our ATMs. If your ATM is currently inaccessible, you can deposit a cheque using our mobile app, which is available for Apple and Android devices. Simply tap deposit, snap a picture of the cheque, fill in the amount information, and choose the account you’d like to deposit to. Click here for more information, including an instructional video, on how to deposit cheques remotely.

How do I talk to my advisor? Expand/Collapse

If your branch is closed, your advisor may still be available on an appointment-only basis. Our staff are making every effort to be available to you, and are using different technology to be available to assist you both remotely, and in some cases, in-person while practicing recommended social distancing measures. Please click here to book an appointment with your advisor. If they’re available, you will be able to select them and pick a time to meet with them. If you’re unable to locate them in our online booking tool, please contact the Service Excellence Centre.

What are the current branch hours of operations? Expand/Collapse

Click here for our most recent branch hours of operations. As the situation is fluid and ever-evolving, please continue to check this page or www.yncu.com/COVID19 for the most up-to-date hours. The Service Excellence Centre is open:

  • Monday, Tuesday, Thursday & Friday: 9:00 am – 5:00 pm

  • Wednesday: 9:30 am – 5:00 pm

  • Saturday: 9:00 am – 2:00 pm

How can I inquire about a credit or mortgage deferral? Expand/Collapse

Because of the higher than normal call volumes that are coming in to the Service Excellence Centre regarding mortgage and credit deferrals, we ask you click here to book an appointment to request a credit deferral. This is the most efficient way to discuss your credit needs.

How can I get access to cash to avoid going into a branch? Expand/Collapse

We recommend using cash as little as possible, and practicing contactless payment methods and using Interac E-Transfer whenever possible. Click here to learn more about Interac Flash, including an instructional video. To help our members, we have waived all Interac E-Transfer fees on all chequing accounts. To learn more about sending E-Transfers, click here. If you are still looking for access to cash surcharge-free and the ATM you frequent is inaccessible, ding-free ATMs can be found by visiting www.ding-free.ca or by downloading The Exchange Network’s ATM locator app.

How can I make larger purchases that my Member Card limits will allow? Expand/Collapse

Our Collabria Mastercard® products may be able to help you with that. Click here for a full list of the features and benefits of our credit card products, including links to apply online.

How can I make a travel insurance claim for a trip that had to be cancelled or cut short due to COVID-19? Expand/Collapse

If you have needed to cancel or shorten travel due to COVID-19 and booked your travel plans with one of our Collabria Mastercards, Collabria now offers the option to submit your travel insurance claim online. To do so, please go to www.assurancevoyagedesjardins.com and click on "Claim" to find the right claim form.

How can I do my banking online? Expand/Collapse

We offer a number of tools to assist you with banking from home. During this recommended time of social distancing, we are advising you practice as much remote banking as possible. To learn more about the Online Banking tools we provide, including bill payments, automatic transfers, stopping payments, nicknaming accounts, setting up security alerts, and more click here.

How can I change my contact information? Expand/Collapse

If you need to change your contact information, you are able to do so by logging in to Online Banking using a desktop device. After logging in to Online Banking, click “Profile and Preferences” and then “Update Contact Information.” During this time where we are sending out a lot of important notices via email, we also recommend you sign up for our e-newsletter if you haven’t already by clicking here.

How can I receive government benefits sooner? Expand/Collapse

You can sign up to receive direct deposit from the Canada Revenue Agency (CRA) right within our desktop Online Banking. This includes the Canada Emergency Response Benefit. Click here for more information and step-by-step instructions for setup.

Do you have the Canada Emergency Business Account available for business members? Expand/Collapse

May 20th, 2020 Update: The government has announced that there will be some impending changes to CEBA coming, including making it available to sole proprietors. Please note, no program details are available as of today's date from the government, however, please feel free to add your name to our waiting list by emailing ceba@yncu.com and we will contact you as soon as we have more details. Please note, this could take upwards of 4-5 business weeks before the government has it in place.



YNCU has been working closely with our partners at the EDC and are happy to announce that effective May 5th, 2020, the Canadian Emergency Business Account is now available to our valued members. It’s as simple as signing in to your Online Banking, clicking Account Services, and applying from there.

In order to ensure we are able to process your application as quickly as possible, we recommend that you collect/ensure you have the following information and meet all criteria below:

  • YNCU is your primary financial institution for business banking.

  • Your business has access to Online Banking at YNCU (all applications must be done through this channel).

  • If you are applying for CEBA for more than one business, ensure the unique BN# (the unique 15 digit number containing the letters RP) is referenced where required on the application – any duplicate BN#s will be rejected.

  • Your YNCU business deposit account was open before March 1, 2020, and is active and in good standing.

  • Your organization was registered and operational on or before March 1, 2020.

  • Your organization’s 2019 T4 Summary of Remuneration payroll expenses (Box 14) was between $20,000 and $1,500,000. Please have your T4 Summary available for confirmation.

Thank you for your patience and understanding as we worked to get this account to you. As always, we are here to support you.

 

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