COVID-19 FAQ

COVID-19 Frequently Asked Questions


 

Branch Information

Our branches are now open with enhanced health and safety procedures. In addition, our drive-thru hours have been extended to 8:30am-4:30pm or 9:00am-5:00pm depending on your branch.

Download a list of our branch locations and hours for NJ branches or NY branches.

The health, safety, and welfare of our employees and our clients remains our top priority. In accordance with the direction of the CDC guidance and state and local regulations, Investors Bank has  implemented  safety guidelines to mitigate the spread of COVID-19. These include:

  • Compliance with social distancing guidelines while inside the branch.
  • Adherence to capacity limits within the branch.
  • Requiring customers to wear masks while inside the branch except if a medical condition prohibits such usage.
  • Requiring employees to  wear masks and gloves when performing transactions.
  • Installing Plexiglass barriers at teller stations and customer service areas.
  • Having hand sanitizer available at the entrance of the branch.
  • Continued enhanced  cleaning and sanitizing of branches to several times daily.
Download a list of our branch locations and hours for NJ branches or NY branches.

Yes, any customer who has a safe deposit box at a branch location will be able to access it during the amended banking hours. Should they need access during this period, we will make special arrangements for them to do so on an appointment basis. Customers should call the branch where their safe deposit box is housed directly.

Access to money and banking services are essential and we are committed to maintaining continuity of critical services, like teller and cash transactions. Please click here to make an appointment at your local branch.

Your money is insured by the FDIC. Deposits with an FDIC-insured bank or savings institution will continue to be protected up to at least $250,000.

At this time and to ensure the safety of our employees and customers, Investors Bank is focusing on making sure employees and customers have access to sanitation supplies, such as hand sanitizer, and wipes.

Yes. Access to money and banking services are essential and we are committed to maintaining continuity of critical services, like teller and cash transactions. Please click here to make an appointment at your local branch for cash or coin requests.

While most of our branch associates’ customer interactions will be from behind glass or in drive-ups, our associates will still assist customers face-to-face in the lobby to accommodate our customers with special needs.

Mobile and Online Banking

We encourage you to use our online and mobile banking options to access your accounts remotely, 24/7. You can manage your money quickly, easily and securely from home or wherever is most convenient for you. Download our Mobile App from the Apple Store or Google Play and get access to these great features:

  • Check your balances, pay bills and transfer funds to another institution or individual
  • Deposit checks right from your mobile phone
  • Find the nearest ATM location

If you have any questions or need assistance with our digital banking products, please we encourage you to contact the NICE Team at our Client Care Center at (855) 422-6548.

Fraud Prevention

If Investors Bank contacts you, we will never ask for confidential information, such as your name, login credentials including your user ID and password, your personal identification number (PIN) or other account information. Scammers often take advantage of natural disasters and other major events to fraudulently obtain access to your accounts or other personal information. 
 
Scammers may falsely advertise access to testing or other resources or may ask that you to donate to victims. They may offer you advice on unproven treatments or disguise malicious email attachments as legitimate-looking communications. Here are a few tips from the FTC to help keep you safe from scammers:

  • Don’t click on links from sources you don’t already know
  • Watch out for emails claiming to be from the Centers for Disease Control and Prevention (CDC)
  • Ignore online offers for vaccinations (a vaccine for COVID-19 has not yet been developed)
  • Do your homework first, make sure you’re donating to the correct charitable organization and not a scammer
  • Be skeptical of “investment opportunities” or other financially related propositions relating to COVID-19
  • For more information: https://www.consumer.ftc.gov/blog/2020/02/coronavirus-scammers-follow-headlines
  • Your financial institution will never call you to request information you received via text (SMS).
  • Don’t provide your account number or personal information by email or text.
  • Don’t trust caller ID. Caller ID may be spoofed to show your financial institution name.
  • Don’t feel pressured to provide information immediately in response to requests via text, email or phone. Using their published phone number, reach out to your financial institution to confirm that the request is legitimate.
  • Don’t give information over the phone if you receive a call stating that a transaction is canceled, even if the caller claims to be from your financial institution. Once again, contact your financial institution using a published phone number to inquire about the transaction.
  • Don’t click on links in unsolicited emails or texts.
  • Don’t give an unsolicited caller remote access to your computer.

Relief Programs and Financial Hardships

“We are here to help. If you are not able to make your residential mortgage payment, please call the NICE Team at our Client Care Center at 855-422-6548.”
We are here to help. If you find yourself experiencing a financial hardship, please call the NICE Team at (855) 422-6548.

Small Business Information

We may be able to assist with fee or payment relief, credit access, or refinancing and help provide you with some peace of mind through these stressful times. For more information please call the NICE Team at (855)-422-6548.  Here are some resources that may be helpful to you and your business during this time:

Please visit our PPP Forgiveness Resource Center for the latest information and updates on the SBA Paycheck Protection Program (PPP) Loan forgiveness process.  The Resource Center includes a pre-recorded webinar about PPP forgiveness that we encourage you to watch. In addition, you will find FAQs, helpful links and more. For any questions about PPP specific to your business, you should reach out to your accountant, attorney or financial planner.


 

Economic Impact Payments (Stimulus Checks & Payment Cards)

As part of the Coronavirus Aid, Relief, and Economic Security (CARES) Act, the federal government is providing stimulus payments —also known as economic impact payments, coronavirus tax relief, and government relief checks — to eligible recipients.
 

To find out if you are eligible to receive a payment, check your payment status, or confirm your payment type, visit the IRS Economic Impact Payment website.

If you’re eligible to receive a payment, you may receive the funds in one of these ways:
 
  • By automatic deposit into the bank account reflected or reported on your 2019 or 2018 tax return. The deposit will appear in your account summary as “tax refund,” “tax ref,” or something similar. Check your account online to determine if your stimulus payment has been posted. If you aren’t currently using these tools, download our Mobile App from the Apple Store or Google Play  or enroll in  Online Banking.
  • By paper check. If you did not file a tax return or have not given the IRS your direct deposit account information in the last two years, you’ll receive a US Treasury check. Learn how to use Investors Mobile Check Deposit so you can stay safe by depositing your check from your mobile device.
  • By Payment Card. (See FAQ question below)
The first wave if payments from the IRS to eligible recipients were issued on April 15 for those receiving direct deposit and will begin later in April for those receiving paper checks. Payments will go out in batches for many weeks.
 

The IRS is sending direct deposits to customer bank accounts reflected or reported on your 2019 or 2018 tax return.If an account is closed and we can’t find another account for you, we send those payments back to the government. If an account is closed and we can’t find another account for you, we send those payments back to the government.If your account is closed, we send those payments back to the government. If you’re If an account is closed and we can’t find another account for you, we send those payments back to the governmeif asdfasfas eligible for a payment and your 2019 or 2018 tax return did not reflect a bank account, you’ll receive a paper check unless you have given the IRS your updated direct deposit information. Visit irs.gov/coronavirus for the latest information.

The IRS urges everyone to remain on the lookout for scam artists who are using these payments as cover. The IRS will not call, text, email or contact you on social media asking for personal or bank account information. More information is available at the IRS site. If we reach out to you by phone, we won’t ask for confidential information — such as your card PIN, access code, or online banking password.

Our bankers in the branches and call centers will not have access to the individual status of whether you will receive an IRS stimulus check, or where your payment is in process.

For more FAQs, please visit the Economic Impact Payment Information Center.
 
  1. You must activate the Payment Card first by calling the number on the card.
  2. If you don’t know your pin or need to change it, call Metabank’s Customer Service (Phone Number: 800-240-8100, TTY: 800-241-9100) located on the agreement or refer to https://www.eipcard.com/ for instructions.
  3. Checking Account must be selected when transacting at the ATM in order to obtain funds.
  4. Please be aware the Payment Card balance may exceed the card issuer’s daily cash withdraw limit of $1000. 
  5. Instructions were provided with the card on how to transfer funds online to your bank account(s).
  6. You can use your card to shop anywhere VisaDebit Cards are accepted or get cash back at the register with PIN debit purchases at participating merchants. Learn more about how and where to use your Payment Card here.
  7. You should be aware that there are both no cost and fee-based services and transactions. You can refer to the EIP Card cardholder agreement you received with the card or view it on line here https://www.eipcard.com/fee-schedule
  8. For more information, visit: https://www.eipcard.com/ or call EIP Customer Service at 1.800.240.8100