A Message to our Members

At Member One, the health and well-being of our members, employees, and communities continues to be our highest priority. As the coronavirus (COVID-19) pandemic and its impact on you continues to evolve, we are adapting our service models to best serve your needs in a safe and convenient manner. We want you to feel confident that Member One is doing everything we can to address your needs and limit service disruptions.
CLICK HERE for the status of our retail centers.
CLICK HERE for current member FAQs.

Retail Center Lobbies

We are happy to continue to offer in-person member services in five of our retail center lobbies at this time. The centers offering regular operational hours are our Main Office, Southwest, Christiansburg, Rocky Mount, and Timberlake. (Click HERE for a list of our locations and their addresses.)

If you choose to visit one of our open lobbies, we encourage you to contact us and make an appointment in advance by calling our Concierge at 800.666.8811. An in-person appointment can be much more convenient for your schedule, you can avoid unnecessary waiting for assistance, and a team member will be ready to assist you at your set appointment time with your specific need. The Real Estate Center is also currently open for service by appointment only.

When you arrive at these retail centers, it is important to know that we have established enhanced safety measures at each of our facilities. Here’s what you can expect:

Upon Your Arrival – We will be limiting the number of people being served in our lobbies at a time in order to maintain social distancing guidelines, and you may be asked to wait briefly for a member to exit before you can enter. Hand sanitizer will be readily available at the front door and throughout the center for your use during your visit.

Masks Are Required – In accordance with state mandate, we are requiring all members who visit these lobbies, as well as our Real Estate Center, to wear a face covering for the duration of their visit. If you are unable to comply with this requirement for any reason, we respectfully ask that you please utilize our drive-thru or online services instead. In addition, during the entirety of your visit, we ask that you maintain proper social distancing for your protection and the protection of our team.

Germ Prevention Precautions – Along with providing hand sanitizer for your protection, we have installed acrylic shields at service desks and counters. In addition throughout the day, we will thoroughly clean and sanitize all desks, countertops, and other touched surfaces. Our lobby seating, restrooms, and drinking fountains are currently closed for public use.

Observe Social Distancing – All retail center staff and members are asked to adhere to social distancing guidelines. You will notice indicators throughout the center to help you remember to keep a safe distance while you are in the lobby. We ask that you please follow these guides. If you do not feel well, for the health and safety of Member One employees and members, we ask that you please stay home.

All members with appointments will be reminded of these new guidelines for their visit by the Concierge who made the appointment, as well as in writing via an email reminder of the appointment.

Account Access

We continue to provide a variety of convenient ways to access and manage your funds beyond our retail centers. We encourage you to utilize these services so you can stay in touch with your accounts anytime and anywhere!

  • Online and Mobile Banking: View account balances, transfer funds, deposit checks, pay bills, and more. For more information, including a link to enroll, click here.  
  • ATMs:  We offer the ability to deposit and withdraw funds at all of our Member One-owned ATMs located at our retail centers. In addition, we have a network of more than 55,000 additional surcharge-free ATMs. For a full list of ATM locations, click here.
  • Contact Center: Should you need to speak with a live representative, our Contact Center is available to assist you Monday through Friday from 8:30 a.m. to 6 p.m., plus Saturdays from 9 a.m. to 1 p.m. We also offer Live Chat during the same hours. For a full list of the ways you can contact us, click here.  Please know that you may experience a longer than normal wait time during this period.

In addition to the items above, click here for a list of frequently asked questions and their answers on doing business with us during the COVID-19 pandemic.

It is also important to remember that your funds are fully insured by the National Credit Union Administration (NCUA) up to $250,000.


Financial Assistance

The COVID-19 pandemic continues to have widespread impact across our communities, and we know it could lead to some financial strain for you and your family. We want you to feel confident that your Credit Union is here to provide flexibility and assistance if you are facing financial difficulties because of COVID-19. If you find yourself in need, we urge you to reach out to us at 800.666.8811 so we can help you find the best path forward.

Information Security

Unfortunately, cybercriminals across the globe use events such as the COVID-19 outbreak to prey on people and gain access to personal information and data. It is important that you exercise caution when opening email attachments or clicking on links in emails referencing coronavirus unless you are certain they are from a legitimate source. If you receive scam emails, you may report them to the FBI by visiting their website at www.ic3.gov. In addition, remember that Member One will NEVER request sensitive personal or account information through email.

We will continue to update this site with important information as the situation evolves. If you would like additional information on COVID-19, visit the Centers for Disease Control at cdc.gov.   

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