Phase One Reopening

We hope you have remained healthy and safe during the last few months. We’re pleased to begin reopening your relationship centers in three phases and look forward to welcoming you with safety and service as our top priorities.

Phase One will begin on Monday, June 1, 2020, with all relationship center lobbies, except Carthage, Factory, and Massena, reopening by appointment only for business transactions and select member services. Please see the chart below for a full list of services and how you can connect with us.

Member Services Chart

During Phase One, we encourage members to continue to use digital services whenever possible for convenience and to protect yourselves and our internal-owner employees. Team members will continue to be available at Personal Tellers to assist with most common transactions including withdrawals up to $10,000 per day, check cashing with immediate access to payroll checks, share-to-share transfers, loan payments, cash advances, and more. Lenders and other team members will remain available by calling or texting 315.782.0155, Live Chat, or Video Banking to assist with loans, new account opening, mortgages, and other needs.

All relationship center teller stations will be closed except to complete transactions that can’t be done through a Personal Teller or ATM.

Starting June 1, 2020, our Relationship Center hours are as follows:

  • Adams, Commerce, Croghan, Gouverneur, LeRay,and Lowville
    • Lobby: By appointment only for select services – Monday-Friday, 9am-3pm
    • Drive-thru: Monday-Thursday, 8:30am-5:30pm; Friday, 8:30am-6pm; and Saturday, 9am-1pm
  • Carthage
    • Lobby: Closed
    • Drive-thru: Monday-Thursday, 8:30am-5:30pm; Friday, 8:30am-6pm; and Saturday, 9am-1pm
    • We’re planning to install two Personal Tellers/ATMs in our Carthage drive-thru. The ATM will be replaced with a Personal Teller/ATM by May 29. The pneumatic tube system will be replaced in June.
  • Factory
    • Lobby: Closed
    • Drive-thru: Monday-Thursday, 8:30am-5:30pm; Friday, 8:30am-6pm; and Saturday, 9am-1pm
    • The Factory Relationship Center will undergo renovations to install two lobby Personal Tellers to replace the existing teller pods. The relationship center will open once the renovations are completed. In the interim, we ask that members use the drive-thru or our Commerce Relationship Center.
  • Massena
    • Closed

With respect and in consideration of the safety of you, our team members, and CDC recommendations, the following measures will be in place at each relationship center:

reopening - mask iconFace coverings and personal protection:

– We’ll wear a mask to protect you, and ask you wear one to protect us. If you don’t have a mask, a team member will provide one for you to use and keep. Masks are required for any lobby transaction or service.
– If you’re uncomfortable wearing a mask, we ask that you use a Personal Teller, video banking, or other Bank@Home option to complete your transaction. We appreciate your understanding and cooperation to protect and respect.

reopening - hand sanitizer icon
Hand sanitizer:
– Hand sanitizer will be available at the entrance of each relationship center and next to all lobby Personal Tellers and ATMs for your use before and after each transaction.



reopening - social distance iconSocial distancing:
– To help maintain appropriate social distancing, we ask that you use the social distancing decals on the floor when waiting in line.
– The number of members allowed in the relationship center at one time will also be limited. Upon arrival for your appointment, a team member will greet you and verify your identity at the door. If the relationship center is at capacity, we’ll reserve your spot in line, invite you to wait in your vehicle, and come get you when it’s time for your appointment.


reopening health and wellness icon


Team member wellness:
– Wellness is our priority! Before coming to work, team members are required to report if they or a member of their household isn’t feeling well to discuss whether they should seek advice from a healthcare provider about potential testing or self-isolation.


reopening sanitizing iconIncreased sanitation and other measures:
– Our cleaning company will disinfect surfaces in each relationship center nightly.
– Team members will wipe down shared surfaces like tablets, keypads, touch screens, desks, and doorknobs frequently throughout the day.
– Inside Personal Tellers and ATMs will be wiped down after each use.
– At this time, refreshment stations at each relationship center will remain closed.


We expect to roll out Phases Two and Three later in June and July. Exact dates will be determined based on prevailing local conditions.  As we approach the Phase Two and Phase Three reopening dates, we’ll send additional communications detailing what each will entail for both our internal-owner employees and you, our valued member.

We take our responsibility to make our relationship centers safe seriously and believe our phased approach continues to offer you safe and reliable access to banking services. We thank you for the trust you’ve put in us to serve you, especially over the past few months. If you have any questions about our first phase of opening, please call or text 315.782.0155, send us an Online or Mobile message, or connect with us via Video Banking or Live Chat.