Meet Vera: A Faster, Smarter Bank by Phone Experience

Getting the help you need by phone should be simple—and now, it is.

Back in December, we upgraded our phone system with one clear goal in mind: To help every member reach the right team the first time, without confusing menus, extension numbers, or long waits on hold.

Now, we’re building on that upgrade with an exciting enhancement to Bank by Phone—Vera, our AI-powered virtual assistant.

You may have met Vera before, and now she’s making your Bank by Phone experience faster, easier, and more intuitive than ever.

How Vera Makes It Easier to Bank by Phone

Vera understands short, natural phrases and quickly connects you to exactly what you need—whether that’s managing your accounts on your own or speaking with the right Verve team.

There’s no need to memorize menu options or press the “right” number. Just tell Vera what you’re looking for, and she’ll take it from there.

And Vera is available 24/7. However, if you’d prefer to speak directly with a Verve team member, just say “Speak with a team member” or “Speak with a human.” Our Service Team is available during the following hours:

• Monday-Friday: 8:00 AM to 6:00 PM
• Saturday: 9:00 AM to 12:00 PM

How to Use Vera

1. Call 448.9228 to access Bank by Phone.
2. When Vera answers, simply say what you need, such as:
   • “Check my balance.”
   • “Transfer money.”
   • “Log in.”
3. Vera will let you know she can help and guide you through a quick, secure verification process:
   • Enter your Tax ID number.
   • Receive a one-time passcode sent by text to the cell phone number on file.
4. Once verified, you can use self-service options or be routed to the appropriate team member.

Important note:
The one-time passcode must be sent via text message and cannot be delivered to a home phone, voice call, or the number you’re calling from. If you don’t have a cell phone number on file, simply ask to speak with a team member and we’ll help get that updated.

What You Can Say

Vera recognizes many short, simple requests so you can get help quickly and confidently. Here are just a few examples:

Account Information

• “Check my balance.”
• “Check my savings account balance.”
• “View my checking account transaction history.”
• “Show transactions between March 1 and March 10.”

Transfers

• “Make a transfer.”
• “Internal transfer.”
• “Transfer from checking to savings.”

After entering the transfer amount, just say Confirm or Cancel.

Additional Requests

• “Apply for a loan.”
• “Make a payment.”
• “What is the routing number?”
• “Report a lost card.”
• “Speak to member services.”
• “I need help with online banking.”
• “I have a question about my mortgage.”

And that’s just the beginning. If you can say it clearly, chances are Vera can help—or get you to the right person who can.

A Smarter Way to Bank by Phone

With Vera, Bank by Phone is designed to work the way you talk—making it easier to get answers, complete everyday tasks, and connect with our team when you need personalized support.

Give it a try the next time you call. We think you’ll notice the difference right away.