As consumers, we do a lot of things differently than we used to – many of us have changed how we book a flight, buy music, or watch TV and movies. The way we use and access financial services has changed too – we can scan cash into our accounts at ATMs, sign loan documents electronically, and take a picture with a smartphone to deposit a check.
Those changes are making a big impact on your credit union. Specifically:
At the same time, our membership base is growing as are deposits and loans – so we believe these activity changes reflect how both existing and future members will want to use our services.
As a member-owned, not-for-profit cooperative, we have an obligation to invest the credit union's resources in a responsible way – and in a way that returns the most value to the most members. With that in mind, our member-elected Board of Directors has approved a retail delivery plan that embraces these changes in activity and will prudently reallocate resources over the next three years to match the changing needs of our members. There are three main components to this plan:
Now you can call outside our normal business hours, 365 days a year, for important services like resetting a password, reporting fraud or blocking a card. Just call the same number you always do.
(602) 683-1000 or (800)-523-4603 (outside Maricopa County)
Chat services now available
Don’t want to pick up the phone? During our regular business hours, we’re now available by online chat. Just log in to your account and click the “Support” link to start a chat session.
Want to chat on the go? Soon we’ll be adding chat to the mobile app as well.
A timeline of recent and future changes is provided below for your reference.
Funds Transfer and Popmoney available to make transferring money between accounts or to family and friends easier.
CardPower app released so members can control when, where and how their Arizona Federal Visa® debit and credit cards are used. Now you can turn your card off if it's lost or stolen
Touch ID log in capability released for iPhones.
Apple Watch app launched. Members can now check their balances or find a location from their wrist.
Online account opening released, allowing new members to join the credit union in their PJs at home.
Samsung Pay and Android Pay functionality added to Arizona Federal Visa credit and debit cards.
Android fingerprint login released.
Quick Balance feature launched, giving members the option to review balances and transactions without the need to log in to the app.
Android Wear compatibility introduced, allowing members to check balances and view transactions at a glance on their watch.
Loan application feature added to the mobile app - making it easier than ever to apply for a loan.
Staying in touch with account balances and activity got easier. Enhanced account alerts with push notifications introduced, along with the balance widget for iPhone.
Online chat introduced as an additional way to reach us when you have questions about your account.
Expanded phone hours to 24 hours a day, 365 days a year for critical services (password resets, reporting fraud, blocking cards, etc.)
Apache Junction location permanently closed.
Online and mobile appointment scheduling went live, allowing members to conveniently schedule branch appointments.
19th Avenue, Bell Road, and Cave Creek locations permanently closed.
Surprise location opened on the NW corner of Greenway and Reems.
Money Management personal financial management tool launched inside the mobile app and online banking.
Interact push notifications introduced inside mobile app.
PLUs Payouts Summary added to mobile/online banking for easy tracking of PLUs eligibility and payout history.
Online banking refresh launched with new, streamlined design.
Mesa (Stapley and Southern) and Tempe/Baseline locations permanently closed.
Chandler location opened on Gilbert Road, just south of Germann.
Avondale location (SE corner of Dysart and McDowell) will open.
Why is Arizona Federal making these changes?
We are redirecting our investments and resources in response to how our members use our services. Branch use has declined and continues to decline – while use of digital (online/mobile) solutions is accelerating rapidly, with no end in sight.
Are you going to close all of the branches?
No. While we researched and considered strategies that did not include any branches, our volunteer Board of Directors ultimately concluded that branches still play an important role in our overall strategy. We simply don't need as many of them as we once had or still have today, as reflected by our declining branch activity.
What options do I have when the location I visit closes?
You can use the tool below to help you identify alternatives you may have to visiting a branch location. Or, feel free to give us a call at (602) 683-1000 to learn about other alternatives.
Why is Arizona Federal closing some locations if you're going to open more?
Our strategy is to have locations positioned so that most of Us can get to one within about a 15 minute drive. Today, some of our branch locations are clustered too closely together, leaving other parts of the Valley (e.g., Avondale/Goodyear, south Gilbert/Chandler) underserved. So in short, we're swapping out some existing locations (with declining activity) for new ones in parts of the Valley we've been absent for far too long.
Is the credit union doing this because you're losing money?
No, we're enjoying another strong year of financial performance. Our net worth ratio (the most common measure of a credit union's financial strength) as of October 31, 2017, was 14.73%. That's more than twice the level deemed "well capitalized" by our regulator, the National Credit Union Administration (NCUA).
We're simply reallocating how we invest the credit union's resources across our retail delivery channels in accordance with changing member demand – more investment in digital (online/mobile) services, less overall investment in physical locations.
What are the exact dates for these changes?
The Apache Junction location closed for business on July 29, 2016. The 19th Avenue, Bell Road, and Cave Creek Road locations closed for business on October 28, 2016. The Surprise location (NW corner of Greenway and Reems) opened for business on October 31, 2016. The Mesa (Stapley and Southern) and Tempe/Baseline locations permanently closed for business on October 27, 2017. The Chandler location at 2200 S. Gilbert Road (Gilbert south of Germann) opened December 4, 2017. The Avondale location (SE corner of Dysart and McDowell) will open early 2018. You can see an approximate timeframe for these changes on the timeline above.