Lending and Business Banking Group

technology

We continue to lead the way as a high-tech, high-touch credit union. Our technology team provides highperformance digital platforms with efficient processes to keep your money safe and secure. Mobile Banking is secure, convenient, easy to use and saves members time and money. Technology initiatives were fast-tracked to implement additional contactless banking tools to enhance convenience and self-service by way of technology. A few of our 2020 achievements include:

ENHANCED ONLINE BANKING FEATURES:

• A Forgot Username recovery link was introduced to help members regain access to

Online Banking. • Our Skip A Pay request form was integrated to grant an immediate decision on members' requests.

• Savvy Money for free credit report monitoring and score. • Visa® FCCU Rewards for quick review and redemption of FCCU Reward Points for credit cardholders. • FCCU Card Manager for monitoring activity on credit and debit cards to be proactive in fighting fraud. • Quick Links for access to the most popular functions utilized.

Cyber criminals are always on the hunt to steal others personal information. As the majority remained under stay at home orders, fraudsters capitalized on any opportunity they found to scam people from stimulus check fraud to unemployment fraud to vaccine fraud.

NEW DIRECT LINKS FOR HASSLE-FREE ACCESS TO:

CYBERSECURITY:

At FCCU, we pride ourselves on maintaining the highest level of security protections and protocols. Educating members is a key element of the fight against cybercriminals. Awareness tools for learning how to recognize red flags and prevent potential fraud will be available in the near future at FCCU.org. At First Community, you are part of the credit union family and we thank you for your support and adjusting with us during the year. Beyond the year being a test for all, it was a testament of the incredible efforts by everyone. From acting quickly to purchase sanitizer to adjusting the layout of branches to support social distancing, tremendous teamwork was displayed day in and day out. We pivoted to new ways of connecting and conducting day-to-day business with increased health and safety measures in place. It was imperative to implement increased communication, maintaining transparency in an ever-changing environment. We equipped members with fundamental assistance through emergency loans, skipped payments, waived fees and more during the complex year. Over 12,812 Skip-A-Pay requests were processed, putting some wiggleroom in member's budgets. As we all moved to a touchless world, our personal video tellers remained available, along with the flexibility of extended hours, to connect with members via video, including the short time that our in-store locations were temporarily closed. 1,051,945 teller transactions were processed for members. Mobile Deposits proved to be a vital tool, increasing by 10.66% with 178,588 deposits made for a total of $107,216,088.

branch OPERATIONS

Our suite of virtual banking tools provided the resources needed to bank from the comfort of home. Collaboration and innovation resulted in incorporating further technology for an even smoother banking experience. We launched a text feature allowing members to wait comfortably in their vehicle for their appointment with a representative. A text was sent to the member when a representative was available. Our complete online account opening application was streamlined for a simple opening process.

289,286 members were assisted by our Call Center during normal business hours, an increase of 10.16%.

Online and phone payment tool usage increased with 28,617 payments made through ACH or a debit or credit card from another financial institution.

eBranch maintained a 100% electronic experience to open an account or obtain a loan. eBranch communicated through the preferred channels of phone, email or text.

The expansion of Tower II at our Corporate Office in Copperfield was completed and supports the ongoing growth of First Community.

We remained resilient and completed seven branch remodels to serve members and the community better.

MEMBERS AND EMPLOYEES ADAPTED AND REMAINED RESILIENT WHEN FACED WITH A NEW "NORMAL". REGARDLESS OF WHAT ANYONE MAY HAVE BEEN DEALING WITH, A HELPING HAND WAS NEVER FAR AWAY AT FIRST COMMUNITY. FCCU is proud to be your financial partner for life.