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Coronavirus Operations and Service Updates

UPDATED: November 25, 2020

Keeping you informed is a necessity. Please refer to this page for updates related to our business operations, as we will post all necessary information below. As we put any changes in place, please know that we apologize for any inconvenience created and sincerely appreciate your understanding.

UPDATE: November 25, 2020

Extended Branch Hours December 1, 2, and 3

We will be extending our hours at all of our branches on the following days:

  • Tuesday, December 1, 8 a.m. – 4 p.m.
  • Wednesday, December 2 , 8 a.m. – 4 p.m.
  • Thursday, December 3, 8 a.m. – 5 p.m.

We will return to our regularly scheduled hours on Friday, December 4.

The hour extensions are to accommodate the heavy volume of traffic we often experience during this time of the month.

UPDATE: November 20, 2020

We are slightly reducing the total number of people that can be in our branches at one time due to the increasing number of Covid-19 coronavirus cases throughout Greater Rochester. This is in an effort to ensure the health and safety of our employees and customers in accordance with local, state, and CDC guidance.

Because of this reduction, you may experience longer than usual wait times to enter some of our branches.

We sincerely appreciate your patience and understanding as we all work to keep our customers, employees and the community safe.

In addition to our branches, we want to remind you of the other ways you can bank with us.

You can access your accounts 24 hours a day, 7 days a week via, Mobile and/or Online Banking to deposit checks, transfer money, check balances, make payments, pay bills, and find our nearest ATM locations.

At our ATMs you can deposit checks, withdraw cash, and transfer money.

Our Contact Center is available via:

  • Phone (585.336.1000 or 800.848.2265): Monday-Friday, 7 a.m. – 7 p.m., Saturday, 8:30 a.m.– 2 p.m.
  • Live Chat Banking: Monday-Friday, 7 a.m.– 10 p.m., Saturday, 8:30 a.m.– 2 p.m.

Our friendly, helpful ESL representatives based right here in Rochester can help you with a wide variety of your banking needs. Connect with us so we can help!

A reminder of what you can expect as you enter our branches

  • A branch representative will greet customers at the door to help facilitate. proper social distancing
  • Masks must be worn by all employees and customers
  • New traffic patterns (one-way) for each branch will continue
  • Sneeze guards and glass dividers at teller windows
  • Sneeze guards at Relationship Banker desks
  • Hand sanitizer stands and wall units
  • No coffee stations for customers
  • No waiting-area furniture
  • No access to the Online Banking kiosk
  • Only one person at a time at the check-writing table, with a queuing line
  • Expanded services continuing in our drive-up lanes
  • If you need to meet with a Relationship Banker who is busy with another customer, a branch representative will take your phone number and ask you to wait in your car or outside until called.

Regulation D Monthly Withdrawal Limits

Effective Saturday, March 21, 2020, and until further notice, we will temporarily waive the Regulation D monthly limit of six transfers from a savings accounts.

Financial Hardships

For questions and requests related to financial hardships with your mortgage, home equity, home equity line of credit, or personal loans, please contact our Loan Payment Solutions Team at 585.336.1125 or 800.842.4402.

For business loans, please call us at 585.336.1000 or 800.848.2265.

For questions and requests related to Personal and Business Credit Cards, please contact Cardmember Services at 1.866.820.6039.

Fee Waivers

If you are experiencing financial hardships, including fees, due to the current environment, please contact us directly (585.336.1000 or 800.848.2265) and we are happy to assist you.

Cash Flow

If you need access to cash, we have the following:

  • Personal loans that can be applied for online, at your local branch, or by contacting us at 585.336.1000 or 800.848.2265.
  • Short-Term Loans that can be applied for by visiting your local branch or by contacting us at 585.336.1000 or 800.848.2265.