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Common Banking Questions

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  • You can update your information a few different ways!


    Online Form: 

    Update Now



    Talk to us at 1.844.685.6225.


  • Talk to us or download the Ding Free app today to find the nearest ATM fast!


  • Student, farmer, or business owner? Just need an account for your everyday banking? We have an account that suits you.


    Apply Now


  • Yes! If the ATM icons match one of the icons on the back of your MEMBER CARD® (Interac, Acculink, Maestro, Cirrus), you can use it almost anywhere in the world.

    Learn more travel tips on the Knowledge Hub.


  • Make it easy with free electronic statements (eStatements). Access your electronic statements in your online banking, and you can access up to 7 years of history in your online banking as well. We recommend that you save them to your computer, if it’s secure. Oh - and you help us save a bunch of trees!


    Paper statements are $2.50 per month. Switch your options by logging into your online banking, clicking Statement Preferences under Settings in the menu nav. Don't have online banking yet? Talk to us, or visit your local branch to get set up today!


    *Chinook Financial staff cannot email you a copy of your statement as per our Privacy Policy.


  • Each branch's transit number is listed on its location page. Find the branch you're looking for. 



  • You’ll find all our hours of operation, including our holiday hours listed in our Locations section of the website.

  • Ding Free is a national network of surcharge-free ATMs. This means, you can use most Canadian credit union ATM for free. Download the Ding Free app to find the closest ATM to you.


    Not a member yet? Apply Now.


  • You can use our 24-hour, self-service, telephone banking system to access your accounts anywhere in North America. Talk to us and select one of the various menu options.


    Telephone banking can be accessed at 1.844.68. LOCAL (56225) and features:

    • Branch and ATM Locations and Hours
    • Change Personal Access Code (Password)
    • Up-to-date account balances and transactions made since your last statement
    • Perform cheque number and transaction amount inquiry
    • Transfer funds between accounts
    • Make bill payments
    • Report your Chinook Financial credit card lost or stolen

    Want to sign up? Call us at 1.844.68. LOCAL (56225).

  • Need an insurance quote? Inquire now.


    To make a CUMIS insurance claim, call 1.800.810.2847.


  • Common shares are an investment in the credit union. They are best suited for long-term investing or retirement portfolios. Dividends are paid out annually, so every year you’ll benefit while saving for the future. The rate varies from year to year. Interested in common shares? Learn More.

  • All of your invested capital and investment income on any of our fixed term investment options are 100% guaranteed*. It’s the safest way to invest. The safest way to make your money make a difference to you.


    *All principal and interest is 100% guaranteed by the Credit Union Deposit Guarantee Corporation. Excludes common shares, investment shares, and mutual funds.


  • Your bank draft is a guaranteed cash equivalent, and once it is issued to you a stop payment cannot be placed on it and it cannot be cancelled - even if it is lost or stolen. When delivering your bank draft to the intended recipient, we strongly recommend that you personally deliver it, or that a trackable delivery method is employed, such as courier or registered mail.


    There are procedures in place to replace a lost or stolen bank draft. Depending on the amount of the bank draft and lapsed time period, you may be asked to sign a bond of indemnity. This basically is a commitment to pay the amount of the original draft back if the original draft is presented for payment.


    Contact your local branch or call us at 1.844.685.6225 to discuss the appropriate next steps if your bank draft is lost or stolen.

  • We sure do! It’s a secure way to make purchases that are automatically debited from your account. Hold your MEMBER CARD in front of the merchant’s payment terminal that supports the tap function. A beep and/or ‘approved’ message will acknowledge your transaction is complete. No need to punch in your pin. 

    Interac® Flash uses secure chip processing to protect against skimming, counterfeiting and electronic pickā€pocketing.


    Are there spending limits?


    Yes. Spending limits provide an added layer of protection by occasionally prompting you to enter your PIN when your limit is reached. This will validate that you are the legitimate cardholder.


    You can spend up to $200 ($100 groceries + $50 gas + $50 other) per day, with each transaction allowing for a maximum of $100. Once you’ve hit your limit the terminal will ask you to insert your card and pin to complete the payment. 


    How do I receive my new Interac Flash MEMBER CARD?

    Your new Interac Flash MEMBER CARD will be mailed to the mailing address on your member profile this summer. If you do not receive a new MEMBER CARD by August 1, 2018, visit your local branch or call 1.844.685.6225.


    Can I disable the Tap function on my new MEMBER CARD?

    You sure can! Just call us at 1.844.685.6225 or visit your local branch to do so. 

  • The T5 slip identifies the various types of investment income that residents of Canada have to report on their income tax and benefit returns such as Term DepositsInterest-Bearing Accounts (i.e. savings account)Dividends Paid (i.e. common shares), Investment Shares (i.e. dividends on non-registered products), or any product that you’ve earned interest on.


    HOW DO I GET A T5?

    Your financial institution, in this case Connect First Credit Union, will prepare and mail out your T5 to you



    Not to worry! Visit your nearest branch or call us at 1.844.685.6225 and a duplicate T5 can be produced for you. While you are there, make sure we have your updated address and contact information



    Visit your nearest branch and bring in the T5 that you received and the branch staff will ensure a request for a new one is entered. You can either pick up the new one when it’s ready or have it mailed to your home address.

  • What is encrypted external email? 
    Encrypted external email is how we make your emails to us at Chinook Financial safe. By sending personal information and confidential documents through the Cisco platform, we encrypt your emails to ensure your information is protected, making it readable only by the person you sent it to. 

    How do I sign up for encrypted external email? Does it cost money? 
    Our encrypted external email service is easy to use, and it’s free! Our team will send you a link with details on how to sign up when we need to communicate electronically. You only need to use this service to send and receive personal information and confidential documents. 

    Can I use my mobile device to receive encrypted external emails?
    Yes! There is a handy app you can download for your iPhone or Android once you receive a link to the service. You can also view encrypted externals emails in your browser by following the same steps for desktop viewing.

    Can I still call or visit my branch?
    Of course! You only need to use the encryption service to send and receive personal information and confidential documents that you don’t want to drop off or mail to us.

    Will all communications from Chinook Financial be sent through encrypted external email?
    No. For example, you will still receive monthly e-statement notices directly through online banking or your designated email address.
    Please be sure to use the encrypted email service if you’re sending any personal information or confidential documentation.

    What happens if I make changes to my email? 
    If you change your email password, it won’t affect your encrypted external email login and password. If you change your email, please notify us by calling 1.844.685.6225, so they can make the changes to your file. 

    I think my email has been compromised. What do I do now?  
    Change your password immediately. This will not affect your encrypted external email login and password. 
    Notify us immediately if you suspect fraud or identity theft by calling us at 1.844.685.6225.

    1. Call the police and file a report. Keep a copy of the report for your records. 
    2. Change your PIN and passwords immediately. 

    Keep a list of the people you speak to when reporting a fraud, recording all dates, names, phone numbers and what was said.


  • What is Online Appointment Booking?
    Online Appointment Booking is a tool that helps Members more easily connect with branch staff to make an appointment to discuss the Member’s needs.


    How does a Member use Online Appointment Booking?
    Members can access the Online Appointment Booking tool through the website, online banking and the mobile app. Make sure you click on the ‘Book an Appointment Today!’ button to be taken to the tool.


    What does the ‘We use cookies to ensure you get the best experience on our website. Learn more’ statement mean?  
    The web application uses cookies. If you disable cookies, some functionality may not be available.


    Where are the branches on the map? 
    When the application starts it does not show any branch locations. Enter a location in the search window or choose the ‘Use my location’ function to see the branch locations.


    When I choose the ‘Use my location’ function, it changes to ‘Unable to retrieve your location’, why is that?
    In your browser settings, if you have disallowed websites from requesting or using your physical location, you will need to enable location requests if you want to use the ‘Use my location’ functionality.


    When I choose the ‘Use my location’ function, it asks me ‘ wants to track your physical location’, what do I do? 
    Choose ‘Allow once’ or ‘Always allow’ to allow the ‘Use my location’ function to find branches based on your current location.


    When I type in a search location, I’m not shown on the map. 
    The map defaults to international locations for places with similar or same names. Add the city and province to help narrow down your search.


    I choose the ‘Next’ button but it tells me to choose a service. 
    Choose one of the services, from the left hand set of checkboxes, based on which service most closely matches what you want an appointment for.


    I want to select more than one service for my appointment, what do I do? 
    To meet for more than one service, create multiple appointments. Create as many appointments as you wish.


    I choose the ‘Next’ button but it tells me to select a start time. 
    If the current week has ‘There are no times available’ for each day, choose the big arrow to the right of the last day shown and the next week will be shown.


    I want to choose a date more than four (4) weeks in the future. 
    To help you promptly get the service and answers you need, we only book up to four (4) weeks in advance. You can call a specific branch if you want to meet more than 4 weeks out.


    On the ‘Enter your details’ screen, I want to enter my home or work number, not my mobile phone number.  What do I do? 
    Put your work or home number into the place where the ‘Mobile’ number is.


    Can I receive a text confirmation of my appointment details? 
    Absolutely. Enter in a text capable phone number into the ‘Mobile’ number and then select the ‘Yes, please!’ checkbox beside the ‘Would you like to be notified via text?’ question.


    Do I receive a confirmation of the appointment? 
    Yes, you receive a confirmation via email (and text if you selected that option).  You will also receive a reminder 24 hours prior to your appointment.


    What does the ‘manage appointment’ email link allow me to do? 
    It allows you to reschedule or cancel your appointment.

  • Transfer funds from your line of credit to one of your chequing or saving accounts, or that of a member in your profile online via online banking. 

    Here’s how it works:

    1. Click on Transfers in the left hand navigation.
    2. Select your line of credit in the Transfer From dropdown, specify the amount you’d like to transfer and whether you’re transferring to your own account or another member in your profile, and click on continue.         
    3. Select which personal account you’re making the transfer to and click on continue.

    And it’s done! You’ll see a receipt of the completed transfer.


    Need help? Give us a call at 1.844.685.6225.

The Legal Stuff:

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