Phone Banking

Vic is UMCU's digital phone assistant- an automated system that securely interacts with callers using natural language processing. Unlike traditional touch tone menues, Vic understands spoken requests and provides real-time responses in a conversational manner. Vic is a modern, intuitive experience that is designed to reflect how members communicate today. Vic is built to provide a smoother, more efficient interaction without needing to navigate complex phone trees or wait on hold for a representative. 

Yes! Vic is built with member security in mind. All interactions are encrypted and follow industry best practices to ensure your personal and financial information is protected. Vic is designed to meet the same high security standards as our other digital banking services.

If you're having trouble with verification, such as issues entering your account information or secondary authentication, try calling back and carefully re-entering the requested information using your keypad to avoid potential errors. Make sure you're in a quiet environment and have your information ready before starting the call. If the issue persists, you can contact UMCU during business hours to speak with a representative who can help troubleshoot the issue.

Vic is designed to recognize speech, but background noise, speakerphone use, or unclear phrasing may affect its ability to understand you. For the best experience, we recommend using your phone's handset, speaking clearly and directly, and minimizing background noise. When stating numbers, try listing each number individually i.e: two, zero, two, five instead of grouped "twenty twenty-five". 

Alternatively to avoid any potential background disruptions, you can mute your phone and use your phone's keypad during input. 

No problem! If you have multiple accounts with UMCU, you can easily access each one using Vic.

Simply hang up then call back and complete the verification process using the information associated with the specific account you wish to manage. 

To resolve this promptly, please contact us directly at 734-662-8200 during business hours, or send us a secure message through Online Banking. 

Absolutely. During business hours, you can say "Representative" or "Live Agent" when speaking with Vic, and your call will be transferred to a Contact Center Representative. 

Please note that outside of business hours, transfer to a live representative only occurs for card fraud concerns. 

Your base account number for Vic is derived from your full 10-digit account number and is typically 4 to 6 digits long. To identify it from your checking, remove the first '8' and any zeros that follow, as well as the final digit of the account number. The remaining digits in between represent your base account number. 

*The Bold Numbers indicate your base account number to provide to Vic.

See the examples below to determine how to identify your account number from your checking account. 
8001234567 -> base account is 123456
8000034567 -> base account is 3456

See the example below to determine how to identify your account number from your savings account. 
0000234567 -> base account is 23456
 

Vic can assist with internal transfers between your own accounts (such as checking and savings) and loan payments, as long as all accounts involved are under the same base account you used to verify at the start of the call. This includes both one-time or recurring transfers. 

However, Vic cannot complete any transfers that involve accounts outside of the verified base account. This means Vic is unable to transfer funds to other UMCU members, to different base account numbers you may also have, or to make loan payments on loans not tied to the verified base account. 

If you need to make transfers outside of your verifited base account, such as sending money to another member or moving funds between different accounts you own, please use UMCU's online or mobile banking platforms, or contact a representative for assistance. 
 

To retrieve information about your Credit Card or Home Equity Line of Credit (HELOC) through Vic on the phone, use the following verbal commands. 

• "Credit Card"
• "Platinum"
• "Cash Rewards"

• "Credit Card" then say "HELOC"
• "Credit Card" then say "Home Equity Line of Credit"

Please refrain from using "Visa" or "Visa card" because all our debit and credit cards are Visas — Vic needs more specific descriptions to be guided to the correct option.