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Have you seen the 'Let's Talk!' button at the bottom right on our website?
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When you click this button, a chat window will open and ask how it can help. You’ll be connected with Valor, our Virtual Assistant. Valor is designed to quickly answer everyday banking questions and help you find the information you need. It can guide you through common tasks, point you in the right direction, and save you time without needing to call or visit a branch. Best of all, Valor is available 24/7, whenever it’s convenient for you. To help you get the most out of your experience, here are a few helpful tips on how to interact with Valor and get the answers you’re looking for.
What Valor can help you with
Account basics:Example: “What checking accounts do you offer?” or “Do you have overdraft protection?”
Online & mobile banking help:
Example: “How do I reset my password?” or “Where can I find mobile deposit?”
Card questions:
Example: “How do I activate my debit card?” or “How do I report a lost card?”
Loan information:
Example: “What’s your current auto loan rate?” or “How do I apply for a personal loan?”
Locations & hours:
Example: “What are your branch hours?” or “Where is the nearest ATM?”
And much more!
What Valor Can’t Do
Complex or personal financial questions:Example: “Should I refinance my loan based on my current finances?”
Mortgage or loan qualification decisions:
Example: “What credit score do I need for the best mortgage rate?”
Account-specific information balances, transactions, etc.:
Example: “What’s my current balance?”
Anything that requires reviewing your personal information:
Example: "Do I qualify for an auto loan?"
If your question falls into one of these areas, Valor will not be able to provide you with the correct information. Instead, Valor can connect you with one of our Member Solutions Consultants during our regular business hours (Monday-Friday 8:00 AM - 5:00 PM) who can help.
Tips for Asking Questions That Get Great Results
Keep It Simple. Ask one question at a time as Valor works best with one goal at a time.Instead of: “I’m wanting to add a checking account and also figure out how to get my card reissued.”
Try: “How do I add a checking account?” Then follow with: “How do I get a new debit card?”
Valor understands everyday phrases.
Instead of “Start a new financial relationship.”
Say: “Open an account.”
Be specific as possible. Tell Valor what you’re looking for, not why you need it.
Instead of: “My kid needs a car and I’m trying to figure things out. What are my options?”
Say: “What are your auto loan options?”
If Valor doesn’t understand you, rephrase your question.
Instead of: “I’m having trouble with the digital platform.”
Say: “I can’t log in to online banking.”
When to Reach Out to a Real Person:
Our Virtual Assistant, Valor, was created to provide you with instant help at anytime, but there might be times where you will still need to talk with a human. If you need help with your account, loans you already have, or a personal financial question, our team is here for you.
Our Virtual Assistant, Valor, was created to provide you with instant help at anytime, but there might be times where you will still need to talk with a human. If you need help with your account, loans you already have, or a personal financial question, our team is here for you.