In Branch & ATM

We will keep you updated on strategies to manage COVID-19/coronavirus while also regularly informing you about our business continuity efforts. To that end, we have made available a microsite with all COVID-19 information, including client communications, our business continuity plan, resources and FAQs. Visit http://www.co-opfs.org/COVID19 at any time for the latest updates. Thank you for being a valued client. As your partner, we want to lift the cooperative spirit of credit unions to support you and your members. We are here for you!

CO-OP is here to support you.

In-Branch Services

Access to money and banking services is critical for your members; however as the government mandates increased social distancing, more credit unions are closing their branches and restricting ATMs to drive-thru access only. Here are a few ways you can continue to support your members at the branch and/or ATM over the coming weeks:

If your branches are currently still open, consider deploying extra janitorial staff to do a deep cleaning of all facilities, wiping down teller counters and setting up hand sanitization stations around the branch. You can use the NCUA’s Pandemic Planning Guide as a reference. Be sure to post reminders to members to maintain a distance of six feet apart from each other within the branch Some places of business are using painters tape to place markings six feet apart on the ground in areas where lines build up. Finally, remind your tellers to always wear gloves and masks when interacting with members.

In the event your branches are closed, be sure that any branch closures are clearly communicated through your credit union’s website, social media channels, and digital banking apps.

For credit unions that participate in CO-OP’s Shared Branch Network, remind your members that they can easily find a nearby branch using the CO-OP Shared Branch/ATM locator tool. They can use the “Advanced Search” tab to filter the search results for drive-thru or self-service availability.

(Note: not all 5,700 branches in the CO-OP Network will be open or providing all services to non-members at this time, so advise your members to use the CO-OP Locator tool and confirm prior to travelling.)

Other ATM fees

Other fees imposed on members using a non-home credit union or non-CO-OP ATM are controlled at the credit union host processor level. Requires changes with credit union host processor.

ATM Surcharge Fees

ATM surcharge fees is controlled at the switch processor level and can be set by ATM location. Depending on the state guidance to credit unions, this can be temporarily removed. Requires coordination with CO-OP.

ON-US and CO-OP only support at the ATM

Removing access to other acquirer networks such as STAR, Visa/Plus, MC/Cirrus, etc. Please check your contractual obligations with other networks first before requesting change access.

ATM Emergency Cash Services

Activate an emergency cash order agreement with your ATM cash provider.

ATM Monitoring Controls

In addition to CO-OP’s ATM monitoring system, where we monitor ATM performance 24/7, all CO-OP ATM clients have access to tools that help them monitor every ATM within their network. Device Inquiry and STAR STATION Tracker online also provides online real-time access to ATM status messages. If you are not sure how to access this tool, please contact Client Care at 800.782.9042, option 2, or clientcare@coop.org

Adding Cash Canisters

Consider adding additional canisters at your ATMs. In addition to securing canisters and ensuring your ATM hardware can support them, you would need to coordinate the database change and load to ensure balancing.

Changing Denomination Amount

Add or change denomination amounts dispensed at the ATM to allow higher dollar cash withdrawal amounts. This will require coordination with CO-OP and ATM vendors to ensure balancing and reconciliation is accurate.

Controlling maximum ATM cash withdrawal amounts

Consider limiting the maximum cash withdrawal amount per transaction. This will require working with your core processor. (Note: Changes in daily cash withdrawal limits do not need to be reported to CO-OP.)

Cash Level Monitoring

All CO-OP ATM Clients have access to the Cash Manager application which allows them to see current cash totals at each ATM along with detailed information about the net amount of cash for each currency type in the device, the total amount of cash contained in each active canister, the currency code, type of bill, and number of bills for each selected device. Totals provided are real-time and calculated from last cash reset accounting for current activity. If you are not sure how to access this tool or your user ID has expired please contact Client Care at 800.782.9042, option 2, or clientcare@coop.org

Be sure your ATMs are cleaned regularly. The National ATM Council released a comprehensive set of guidelines for keeping your ATMs clean.

Don’t forget to post signage at your branches and drive-thru ATMs to guest members notifying them of changes in your branch/ATM operations.

If your credit union participates in CO-OP ATM please revise the screens on your ATMs to communicate any important updates on hours or access or to just remind members that you are there for them. If your ATM becomes unavailable please update the ATM details following normal procedures. If you are not sure how to update ATM details, please contact Client Care at 800.782.9042, option 2, or clientcare@coop.org.

CO-OP operates a network of nearly 30,000 ATMs coast to coast, including 9,000+ that accept deposits. Credit unions participating in the CO-OP ATM Network should remind their members to use the CO-OP Shared Branch/ATM locator tool to find an available ATM near them. They can use the “Advanced Search” tab to find ATMs that accept deposits or offer drive-thru capabilities.

While most Americans are being told to stay home and self-isolate over the coming weeks, it is important that your ATMs are equipped to manage potentially higher volume from members (and non-members) looking to get cash. Here are some actions your credit union can take to ensure you are prepared for the increased volume (Note: please be sure to check with your CO-OP representative on which options are applicable to your credit union):

ATM-Access

In-Branch and ATM Access