virtual branch - cody, raelynn, maddie, christine

How can we help you?

Browse the topics below to find everything you need to know to use our Virtual Branch like a pro!

What technology do you use for the Virtual Branch Appointments?

Microsoft Teams

What is Microsoft Teams?

Microsoft Teams is a secure communication platform that allows individuals to connect in a virtual space using audio and video capabilities.

Do I need to purchase or download anything?

There is no Microsoft Teams software purchase necessary to participate in a Virtual Branch Appointment, and you do not need to create an account with Microsoft Teams.

If you are meeting from your tablet or smartphone, you may be required to download the Microsoft Teams software. If you are meeting on your computer, you can join via a Web Browser.

Is there any special equipment needed?

For the best experience, we recommend a computer with a webcam and a microphone. You can also use a tablet or smartphone.

What if I have technical difficulties during my appointment?

In the event of technical difficulties, please contact Zoom Support here: Zoom Tech Support

If I lose connection during my appointment, how do I get reconnected?

Your Microsoft Teams link will still work. Just click it again to reconnect.

What if I have technical difficulties scheduling an appointment?

In the event of technical difficulties, please contact or call our Member Service Center at 585-453-7000.

What can I do at a Virtual Branch Appointment?

You can do almost everything you’d do at a physical (“brick-and-mortar”) branch, except cash transactions, international wire transfers, money orders, Visa® Gift Cards and medallion stamps.

Can I apply for a loan at a Virtual Branch Appointment?


What loans can I apply for?

You can apply for all loans at a Virtual Branch appointment.

Can I join The Summit through a Virtual Branch Appointment?

Yes. It’s easy!

Can I open a Checking or Savings Account at a Virtual Branch Appointment?

Yes. This includes our new Digital Spend Accounts.

When should I “arrive” for my appointment?

Please connect 5 minutes before your scheduled appointment. This should give you time to solve any technical difficulties before your appointment begins.

When will I receive my appointment information?

You will receive an email confirmation of your scheduled appointment at the time of booking. An “updated booking” email will be sent before your appointment including your video link in the location field. If your appointment is booked within the hour, you will not receive a 1-hour reminder email.

How do I schedule an appointment?

Click here to schedule a Virtual Branch Appointment

Do I have to have an appointment to meet with a Relationship Specialist at the Virtual Branch?


Can I call to schedule an appointment?

No. Please schedule your appointment online.

Should I be receiving a phone call?

No. Our team members meet with our members through the video link provided.

What if I don’t receive an email?

Emails are sent to the provided address given through the bookings website. Depending on email security set up, please check your spam folder.

How long is a Virtual Branch Appointment?

Currently, we reserve a half hour or an hour for each appointment. Your appointment may not take the full time.

The reason I want to schedule an appointment isn’t on the list of options. What do I do?

Use the option “Other Products/Services” and include specific details in notes.

Is there a fee to use the Virtual Branch?

No; all Virtual Branch Appointments are free.

What are the Virtual Branch hours?

Please visit Virtual Branch locations page for hours of operation for the virtual branch.

What if all the appointments are booked? Is there a waitlist?

There is an option to be contacted if an earlier appointment becomes available. If you need immediate assistance, you can contact Member Services at (800) 836-7328, stop into a physical branch or use our Chat service within Online & Mobile Banking.

Can you visit the Virtual Branch for a Shared Branch transaction?

No. Shared Branching transactions must be done at a physical branch.

Last Updated: 6/17/24