Virtual Assistant
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Routing Number: 272485385

Penny is a service enhancement who will not replace our call center representatives. The representatives that you have come to know will still be available to assist you. We added Penny to the call center team to better assist you and improve your 4Front Credit Union experience!

So, what must you do to prepare?

Not a whole lot! Just know that when you call, it will be a little different. Our previous bank-by-phone system will be upgraded, so you can just ask Penny for anything you need! Rather than dialing 1 for phone banking, simply ask for the transaction or balance you need. You will need to know your member number and other personal information to authenticate yourself to conduct banking transactions.

What can you ask Penny?

You can ask Penny just about anything, and she will answer to the best of her ability! A few questions you can ask Penny are:

  • What is my balance?
  • How do I apply for a mortgage?
  • When is my next payment due?
  • How do I report fraud on my card?
  • What do I need to sign up for Online Banking?

Or you can even ask Penny to do your banking for you! Check your balance, transfer funds, make a loan payment, and more. If there is something she can't answer for you, Penny will connect you with one of our friendly representatives. If it's after hours, Penny will direct you to our voicemail system, and a 4Front team member will contact you within one business day.

Frequently Asked Questions

What can Penny help me with?
Penny can help you get answers to frequently asked questions and conduct phone banking transactions. She can also help route your call to the proper member of the 4Front team.
Why is the credit union adding a virtual assistant?

We've added Penny as a benefit to you! She will be able to assist in cutting down wait times and be there to answer questions and complete transactions outside our regular business hours.

What if I do not get the answer I need?
Penny can help with many things, but she doesn't have all the answers. Specialized topics will need a 4Front representative to provide guidance and recommendations. If Penny can't answer your question, she will route your call to the proper department or team member based on the questions you have asked.
What if the virtual assistant doesn’t understand my request?

If Penny doesn't understand, she will ask you to clarify up to three times. If Penny still doesn't understand your request, she will connect you to our Call Center.

VideoTeller and Call Center Hours:
Monday - Friday: 7:00 AM - 7:00 PM
Saturday: 9:00 AM - 2:00 PM

How many questions can I ask?

You can ask as many questions as you want! We are constantly updating Penny's information. After February 13, 2023, you can conduct all of your phone banking transactions through a conversation with Penny.

Will I have to wait for assistance from Penny?
No! There's no limit to how many members Penny can help at any time.
How will Penny help with my credit union experience?
Penny is there to assist you 24/7/365. No waiting until the next business day to get your questions answered. Additionally, your overall time on a call or to connect with a member of our 4Front team should be shorter and more direct.
What other things can Penny do to help me with the experience?

There are several fun easter eggs to find that Penny has to offer. From finding a favorite ice cream near our branches, laughing at a joke, or learning more about what 4Front offers, Penny is here for YOU!

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