Exciting Updates Coming Soon to Phone Banking

Great news! We're improving our Phone Banking system to be quicker, more secure, and easier to use with a new interactive, user-friendly experience.

Beginning Wednesday, July 16th, our Virtual Assistant, Penny, will greet you with new options when you call 931.431.3800 for Phone Banking. Penny will help guide you through the phone banking experience and assist you with obtaining account information, transferring funds, or any other phone banking tasks.

How do I access our phone banking?

You can call phone banking directly by dialing 931.431.3800, or access quick phone banking features by calling our main number (931.431.6800) and saying or speaking requests such as “account information”, “account transfer”, or “what is my account balance”.

Once you dial into phone banking or make a request for a phone banking feature, you will be prompted to verify your identity by providing your full Social Security Number. Penny, our virtual assistant, will send you a one-time passcode via text to your cell phone number on file. You can either speak or key in that one-time passcode. This passcode helps us ensure that your accounts remain secure.

After you have successfully entered the one-time passcode, you can ask Penny for help with anything you need. Examples of what Penny can help you with include checking your account balance, hearing account transactions, learning about your direct deposit history, or completing transfers between your accounts.

*Please note, when accessing phone banking you will need to use the SSN number of the primary account holder as well as be able to retrieve the one-time passcode that will be sent to the primary account holders cell phone.

Examples of How You Can Use Phone Banking

Check Your Account Balance:

• Ask Penny, "What is my balance?" or say "Balance."

Transaction Inquiry:

• Ask Penny "Transaction History," and follow her prompts for specific times or amounts.

Direct Deposit History:

• Ask Penny, "Direct deposit information," and she will respond with your requested deposit history.

Internal Transfer:
Members can transfer funds between their accounts within the same member number by:

• Asking Penny for an "internal transfer." Then, choose your source account, destination account, and transfer amount.

Other Helpful Tips for Interacting with Penny

• For the best experience, speak slowly and minimize any background noise.
• Please be aware there may be brief pauses while Penny is gathering information.
• Using the keypad for numerical choices when numerical choices are available can be clearer for Penny.