At Eastman Credit Union (ECU), the health and safety of our employees and members is at the forefront during these unprecedented times. We understand that many of you are taking precautions and limiting face-to-face activities outside the home and adhering to social distancing guidelines. Be assured you can continue to conduct your daily finances utilizing the branch drive-throughs or without ever visiting a branch by using online/mobile banking, ATMs, or the Member Contact Center.
Following national and state guidelines on how to safely reopen branch lobby operations, we are happy to announce ECU has reopened our branch lobbies and services have been expanded to include all regular branch transactions.
To maintain proper social distancing, the number of members allowed inside our branches at any given time will be limited and monitored at the front entrance. You may be asked to wait outside until someone exits the building. Please note, our public restrooms have been temporarily closed.
*You will be asked to temporarily remove any face covering for identification and security purposes.
Texas Locations Only
Effective August 19, 2020, Texas branch lobbies will be open for business. Hours of operation for our lobbies and drive-throughs are Monday-Friday, 7:30am–5:30pm CST.
Online and Mobile Banking
For immediate account access 24 hours a day, 7 days a week, please use one of the following self-service options:
Online banking and mobile banking
- Deposit checks - Watch Video Demo
- Use Skip-A-Pay for loan payments
- Transfer money & payments
- View transactions
- Apply for loans & open accounts
Log in to online banking
If you need to make a deposit and do not need cash back, you can skip the line and use the after-hours depository.
Located at each branch, the after-hours depository is checked at the beginning of each business day.
Drive-Through & ATM
- Drive-through teller transactions can be performed at all branch locations during normal business hours.
- ATM service is available 24 hours a day, 7 days a week – ATM Locator
Member Contact Center
We are experiencing higher than usual call volumes and appreciate your patience. If you need to speak with a Member Contact Center Representative, please call 423.229.8200 or 800.999.2328, Monday through Friday, 7:30am-5:30pm EST. In addition, our live chat option is now available on our website.
Branches and Appointments
ECU branch lobbies are open Monday – Friday, 7:30am to 5:30pm EST, with the following exceptions:
- Effective August 19, 2020, North and South Longview Branch (Texas) lobbies will be open for business. Hours of operation for our lobbies and drive-throughs are Monday-Friday, 7:30am–5:30pm CST.
- Eastman B-230 Branch (Kingsport) and the Holston Valley Hospital Branch (Kingsport) will remain closed at this time.
Please make note of the following important guidelines for member assistance.
- The number of members who may be inside a branch at one time will be limited to allow for proper social distancing and will vary based on the size of the location. Members will be seen on a first-come, first-served basis and we ask that only the member conducting business plan to enter the branch.
- Important Information Regarding Virginia Branches Only: Per the Commonwealth of Virginia's Executive Order 63, members entering ECU will be required to wear a mask. If you are unable to wear a mask or do not have one, we ask that you allow us to serve you through our drive-through.
Financial Assistance Programs
If you experience a financial hardship as a result of the coronavirus event, we are here to help. We have loans and assistance programs in place to help. Please reach out to us by visiting a branch or calling our Member Contact Center at 800.999.2328.
Frequently Asked Questions
Can I come in the branch for my transaction?
Yes, branch lobbies are open for teller transactions and other in-person member assistance needs. Please note, our public restrooms have been temporarily closed.
Do I need to make an appointment to visit the branch?
No. Appointments are not being made at this time for in-branch assistance. Service is available on a first-come, first-served basis.
How many members may enter the branch at a time?
The number of members permitted inside a branch at one time will vary based on the size of the branch.
I prefer to use the lobby for my transaction. Are there restrictions for going inside?
A limited number of members may enter the branch at one time and will be asked to adhere to the recommended six-foot social distancing guideline. When the lobby has reached capacity, you will be asked to wait outside or in your vehicle until a member exits.
If I am waiting to see a Member Representative, how will I know when it’s my turn?
You will be entered into our lobby tracking system and will receive a text message when a Member Service Representative is available to assist you. If you don’t have a cell phone and choose to wait in your car, a staff member will come to your car to get you.
Who is allowed inside the branch?
To maintain social distancing guidelines while serving as many members as safely possible, we are asking that only the member conducting the transaction plan to enter the branch.
Are non-members allowed in the branch?
Only non-members who wish to establish membership or conduct limited transactions may enter the branch. Only the person conducting the transaction is allowed in the branch.
Do I have to wear a face mask to come inside the branch?
We encourage all members to wear a face mask when visiting a branch; however, depending on which branch you visit, wearing a mask may be a requirement based on state and local orders.
What are your hours of operation?
Branch lobbies, drive-throughs, and our Member Contact Center hours of operation are:
Monday-Friday, 7:30am to 5:30pm EST
*Some exceptions are noted above.
How long will ECU have limited capacity in the branches?
We are following guidelines provided by health officials and federal agencies in an effort to reduce the spread of COVID-19 and will adjust operations according to their recommendations.
What is ECU doing to prevent the spread of coronavirus?
Transparent barriers have been installed at each teller station and Member Service Representative desk.. Additionally, the branches are cleaned nightly, employees have supplies to frequently clean high-touch areas and surfaces, and we are educating employees on best practices recommended by the CDC.
What services can’t be completed at the drive-through?
Most services can be completed at the drive-through; however, members who need to withdraw more than $10,000 may be asked to come inside. In addition, if you need to complete a cash advance on a non-ECU credit card, this will need to be completed inside the branch.
Can I still use online banking or the mobile app for my transactions?
Yes! Members are encouraged to limit face-to-face activities and access self-service options when possible.
Have I received my Stimulus Check deposit?
Stimulus check deposits are being delivered by the US Treasury via direct deposit and mail. ECU is unable to provide any information on when the US Treasury will issue a member's specific check or how much a member might receive.
The IRS and US Treasury have provided a website where you can check the status of your individual check(s), and find out more information about the program at https://www.irs.gov/coronavirus/economic-impact-payments.