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Coronavirus: Return to Normal Business Operations Updates

UPDATED: August 7, 2020

Keeping you informed is a necessity. As the COVID-19 pandemic situation changes and the Finger Lakes Region begins to reopen, we will gradually be returning to our normal business operations. Please refer to this page for updates related to our business operations, as we will post all necessary information below. As we put these changes in place, please know that we apologize for any inconvenience created and sincerely appreciate your understanding.

UPDATES, AUGUST 7, 2020

In-Branch Services Reminder

On Monday, August 10, we will no longer take in-branch appointments and will provide in-branch services on a first-come, first-served basis. We will continue to limit the number of customers that can be in the branch at one time.

  • A branch representative will be at the door to manage the overall amount of customers allowed into the branch.
  • Customers visiting a branch must:
    • Wear a mask
    • Maintain social distancing and follow hygiene protocols
    • Abide by New York State requirements
  • Expanded services will still be offered in all drive-ups.

Our "New Normal"

Here is a look at some of the changes you can expect as we work toward our "new normal" in all ESL branches:

  • A branch representative at the door monitoring traffic and the amount of customers allowed in as space and social distancing permit.
  • Masks must be worn by all employees and customers
  • New traffic patterns (one-way) for each branch
  • Sneeze guards and glass dividers at teller windows
  • 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
  • State Street is open for all services. Access to our State Street Branch will be available via the front door only. ADA access is available. There will be a sign on the door instructing customers needing ADA access to call the branch.
  • 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.

Customer FAQs:
COVID-19 Coronavirus

UPDATES, JULY 27, 2020

Financial Hardship Offerings –
Date Extended to August 31

The following financial hardship offerings are effective March 27 through August 31, at which time we will evaluate the need to extend these offerings longer.

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.

Personal, Auto, Motorcycle, and RV Loan Customers:

  • 90 days of no principal and interest payments with loan term extended
  • No negative impact to credit report

Personal Mortgage, Home Equity Loan, and Home Equity Line of Credit Customers:

  • 180 days forbearance of principal and interest
  • No negative impact to credit report

Personal & Business Credit Card Customers:

  • 90 days of no minimum payment due
  • No negative impact to credit report

Business & Commercial Loan Customers:

  • 90 days immediate payment relief
  • Resources available to assist with SBA programs
  • No negative impact to credit report
  • If you have a Relationship Manager for your account, please contact them for specific account questions
  • If you do not have a Relationship Manager, please call us at 585.336.1000 or 800.848.2265.

First payment deferment extended for new Personal Loan applications

Effective April 10 and through August 31, ESL is extending first payment deferments options on New Personal Loan applications from 45 days to 90 days. As we approach August 31, we will reevaluate and assess the need for this first payment deferment extension, and will provide a new date, if necessary.

If you are in need of cash flow, we have:

  • Personal loans that can be applied for online or by contacting us at 585.336.1000 or 800.848.2265.
  • Short-Term Loans that can be applied for by contacting us at 585.336.1000 or 800.848.2265.
  • A New Unsecured Personal Loan offering.
     

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.

UPDATES, JULY 24, 2020

In-Branch Services Reminder

On Monday, July 27, ALL in-branch services will be available, and we will continue to provide services during our normal hours of operation. We will not extend hours on August 1 and August 3.

On Monday, August 10, we will no longer take in-branch appointments, and will provide in-branch services on a first come, first serve basis.

  • We will continue to limit the number of customers that can be in the branch at one time.
  • A branch representative will be at the door to manage the overall amount of customers allowed into the branch.
  • Customers visiting a branch must:
    • Wear a mask
    • Maintain social distancing and follow hygiene protocols
    • Abide by New York State requirements
  • Expanded services will still be offered in all drive-ups.

Our "New Normal"

Here is a look at some of the changes you can expect as we work toward our "new normal" in all ESL branches:

  • A branch representative at the door monitoring traffic and the amount of customers allowed in as space and social distancing permit
  • Masks must be worn by all employees and customers
  • New traffic patterns (one-way) for each branch
  • Sneeze guards and glass dividers at teller windows
  • 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
  • State Street is now open for both teller traffic and appointments. Access to our State Street Branch will be available via the front door only. ADA access is available. There will be a sign on the door instructing customers needing ADA access to call the branch.
  • 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.

UPDATE, JULY 6, 2020

Deadline to Submit a PPP Loan Application Extended

The deadline for SBA PPP loan applications has been extended. The deadline to submit applications to ESL will be Wednesday, August 5, 2020. This will give us enough time to process applications we receive and submit them to the SBA by its Saturday, August 8, 2020 deadline. Click here to learn more.

UPDATE, JUNE 26, 2020

Extended Branch Hours on Wednesday, July 1 and Friday, July 3

We will be extending our hours at all of our open branches (except our State Street branch) on Wednesday, July 1, from 8 a.m. – 4 p.m. and on Friday, July 3, from 8 a.m. – 6 p.m. We will return to our regularly scheduled hours with services only available through our branch drive-up tellers and appointment-only services in our branch lobbies, on Thursday, July 2 and Monday, July 6 (we will be closed on Saturday, July 4 for the 4th of July holiday).

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

This extension applies to both services at our drive-up teller lanes and appointment-only services in our branch lobbies. Please refer to the frequently asked questions for a list of services we are providing by appointment only, as well as phone numbers for each branch to schedule these appointments.

UPDATES, JUNE 22, 2020

Below is our planned schedule regarding the restoration of services to our branches. These dates are subject to change based on recommendations from Local and State governments, and you can find any updates regarding the schedule on this page.

We encourage customers to access your accounts via, Mobile and/or Online Banking to deposit checks, transfer money, check balances, make payments, pay bills, and find our nearest ATM locations.

Monday, June 29:

  • The following lobby services will be added to our by appointment-only services:
    • Personal member account openings
    • Business member account openings
  • For any in-person meeting, customers must:
    • Wear a mask
    • Maintain social distancing and follow hygiene protocols
    • Abide by New York State requirements
  • Expanded services will still be offered in all drive-ups. Click here for more details.

Monday, July 13:

  • We will begin providing all in-branch teller services.
  • We will limit the number of customers that can be in a branch at one time.
  • To enable this and help ensure the safety of all, a branch representative will be at the door of each branch to manage the overall amount of customers allowed into the branch.
  • Customers visiting a branch must:
    • Wear a mask
    • Maintain social distancing and follow hygiene protocols
    • Abide by New York State requirements
  • Expanded services will still be offered in all drive-ups. Click here for more details.

Monday, July 27:

ALL services will be made available in the branch.

We will begin to provide in-branch platform access to customers (both appointments and walk-ins). As mentioned above:

  • We will continue to limit the number of customers that can be in the branch at one time.
  • A branch representative will be at the door to manage the overall amount of customers allowed into the branch.
  • Customers visiting a branch must:
    • Wear a mask
    • Maintain social distancing and follow hygiene protocols
    • Abide by New York State requirements
  • Expanded services will still be offered in all drive-ups. Click here for more details.

Our "New Normal":

Here is a look at some of the changes you can expect as we work toward our "new normal" in all ESL branches:

  • A branch representative at the door monitoring traffic and the amount of customers allowed in as space and social distancing permit
  • Masks must be worn by all employees and customers
  • New traffic patterns (one-way) for each branch
  • Sneeze guards and glass dividers at teller windows
  • 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
  • State Street will reopen, for both teller traffic and appointments on Monday, July 13th. Access to our State Street Branch will be available via the front door only. ADA access is available. There will be a sign on the door instructing customers needing ADA access to call the branch.
  • 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.

UPDATES, JUNE 11, 2020

Updates to Fee Waivers

The following fee waivers will continue until June 12. After June 12, 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.

  • Overdraft/Insufficient Funds Fee
  • Overdraft/Uncollected Funds Fee
  • Returned Check Fee
  • CheckOK (Overdraft from Savings) Fee
  • Courtesy Pay Overdraft Fees (include point-of-sale)
  • Average Balance Fee (applies to Personal Premier Checking, Personal Premier Money Maker, Personal Tiered Savings, and Business Money Maker)
  • Credit Card Returned Check Fee
  • Late fees on ESL loans

Also, effective, June 12, we will resume charging fees for the use of a non-ESL ATM and will discontinue reimbursing any fees charged by the ATM owner.

Previous Announcements

Please click here for previous coronavirus response and updates.