Covid-19: Frequently Asked Questions

9 April 2020

At Works Credit Union, we recognize the profound impact the ongoing situation regarding COVID-19 is having on our nation. We would like to take this opportunity to reassure our members that we are doing everything we can to assist and serve you at this time.

We continue to monitor the guidelines and advice provided by the Trinidad & Tobago Government and the Ministry of Health, and we are committed to making the right decisions for our members.

We know that everyone is experiencing great uncertainty at this time; and so we would like to better serve you by providing answers to some of the key questions you may have regarding how we at Works Credit Union are responding to the current situation.

Please refer to the information listed below:

 

Frequently Asked Questions

 

Q: Are your branches open as normal?

A: As a Financial Service Provider, Works Credit Union falls under the category of an essential service as outlined by the Trinidad & Tobago Government; as such we are authorized to remain open to the public at this time.

We have reduced the hours of operation at all our branch locations; and are open Monday – Friday between the hours of 8:00 a.m. – 1:00 p.m.

We are however urging our members to only visit the branch if it is absolutely necessary to do so.

Members are encouraged to contact any of our four (4) branches via telephone at 226-4WCU (4928) in the first instance, to make inquiries and be guided accordingly by our Member Service Representatives.

We are also working to establish a dedicated telephone help desk to assist in managing the increase in telephone calls. We will be sure to advise our membership as soon as this service has been fully implemented.

 

Q: What considerations have been made for elderly or vulnerable members?

A: To support our elderly and vulnerable members, we have identified a dedicated hour during the first opening hour at each of our branches for them to access the services they require in as timely a manner as is possible.

However, elderly and vulnerable members visiting outside of this hour will continue to be given priority entry and access to all our branches throughout the day.

 

Q: What social distancing measures have you put in place at your branches?

A: To ensure we are doing all possible reduce the risk of infection to our members and staff, we have already implemented several key safety measures in the past weeks. These are as follows:

  • We have limited the number of people allowed to enter and remain in our branches at any given time throughout the day to that of five (5) persons; in an effort to ensure members are able to maintain a safe distance from each other.
  • Hand Sanitizers have been placed at points of entry and transaction for use by our members. Our staff has also been provided with hand sanitizer for use when interacting with members.

We are also in the process of installing floor markings both inside and outside all our branches to help you maintain the recommended safe distance of six (6) feet from each other while you are being served or waiting to enter the branch.

 

Q: What steps have you taken regarding the sanitation of your branches?

A: We have increased our cleaning schedule, and all equipment and surfaces in our branches – particularly those in areas with high member traffic – are cleaned three times a day and at every available opportunity as deemed necessary.

Communal areas such as our tea stations have been removed for the health and safety of all parties.

 

Q: What provisions have been made for members whose employment or income may be adversely affected by the current national closure of non-essential businesses?

A: We are aware that during this time of uncertainty many of our members may be adversely affected in terms of their employment and finances. We would like to take this opportunity to remind our members of our loan waiver policy which entitles you to defer the payment of your loan instalment.

In order to verify if you are eligible for this facility, a request can be made with your loan officer at your respective branch or by providing us with your details via this link; Request An Appointment.

 Please note that all requests will be assessed by our Credit Department on a case by case basis.

 

Q: Have there been any changes to the processing of loan appointments and/or approvals?

A: For the safety of both our members and staff we have made the following adjustments to the application and interview process for all loan requests.

Appointments must be requested in any of the following ways:- 

  • By calling your preferred branch via telephone at 226-4WCU (4928)
  • By submitting a request via our website (www.workscu.com) or our Facebook Page (www.facebook.com/workscu/)
  • Once your request has been received one of our loan officers will contact you via telephone to conduct a brief interview and assessment.
  • Once verified, you will be asked to submit all relevant documentation supporting your request to your respective branch. Documents must be submitted in an envelope labelled with your name and contact information. You will also be required to sign your loan request form upon submitting your documents. The application will then be submitted for processing and approval

            – N.B. Approvals of all loans are still subject to regular terms and conditions.

Once processed your loan officer will contact you to advise accordingly.

As an additional cautionary measure, members are encouraged to request that the release of funds be transacted via Direct Deposit to their main banking account or via transfer to their WCU Visa Debit Card. Where this is not possible funds will be released via cheque as is customary.

Please note that Share Loan requests remain available and will be processed via our walk-in facility.

 

Q: Will there be any further changes to our daily operation and the processing of services?

 We will continue to provide you with consistent updates regarding any changes to our service as time goes by and the situation continues to develop.

We would also like to like to encourage our members to sign up for our Convenience Services at this time as they allow you to access your account  from the comfort and safety of your home.

You can check your balances or request transfers from one account to another using any device via our secure online E-Branch platform; while our VISA Debit Card gives you 24/7 access to your funds.

Call our offices and speak with a Member Service Representative to find out more information.

 

Please remember #StayHome #StaySafe #SaveLives

 

Yours Co-operatively,

WCU Management