COVID-19 FAQ

COVID-19 Frequently Asked Questions


 

Branch Information

Most Investors Bank branches are providing in-branch service by appointment only (request an appointment here). Depending on the nature of your transaction, you may be directed to another branch.  Until further notice, in-branch appointment service will be provided during the following hours:

  • 9:00AM and 4:00PM weekdays
  • 9:00AM and 1:00PM Saturdays
  • 9:00AM to 1:00PM on Sundays (for branches with Sunday hours) 

Please note that when you request an appointment, please wait for the branch to contact you to confirm the appointment.  Without confirmation we will not be able to honor your appointment request.
 
Our drive-thru service remains open at the hours noted above.

Click here for branches with Drive-Thru Service, as well as the phone number for your local branch.

Continue to check back to our COVID-19 hub page to check status.You can also follow any of our social media channels for the latest information and resources and tips.

Heightened Cleanliness and Disinfection
While all Investors Bank branches and back offices are cleaned and sanitized daily, we’ve increased the frequency to several times per day to minimize the risk of transmission. 
 
Social Distancing
To help reduce the spread of COVID-19, we’ve made our branch service by appointment only, and instructed our employees to avoid close personal contact.  In accordance with at the direction of the CDC guidance and necessary actions taken by local and state governments, the majority of Investors employees have been instructed to work remotely. Employees required to remain in Investors’ corporate offices and branches are performing essential services and practicing social distancing with restricted in-person meetings and travel. Additionally, we have also postponed any upcoming bank events or gathering.

Clixk here for branches with Drive-Thru Service, as well as the phone number for your local branch.

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.

Click here for branches with Drive-Thru Service, as well as the phone number for your local branch.

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

Investors Bank will defer mortgage payments for up to 90 days for those experiencing hardship as a result of the COVID crisis.
 
If you have not already applied for a special relief program, to learn more, please contact us either by sending a secure email through online banking or go to our Customer Support page to submit an email. 
 
If you prefer to speak with a NICE team representative to request assistance, please call 855.422.6548.  We are doing our best to answer calls, but due to high call volume during this time, our wait times for customer assistance are longer than usual.  We thank you for your patience.       
 
If you have already applied for forbearance on your mortgage, no further action is needed at this time. Investors will contact you to discuss your options before your initial 90-day forbearance expires.
 
If you are enrolled in this program, you will not be charged any late fees and your accounts will not be reported as delinquent during that time. If, after the initial 90 days, your hardship has still not been resolved, we will continue to work with you.
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:

Program Update

On April 24, the SBA Paycheck Protection Program (PPP) received approval for an additional $310 billion in funding and the SBA has announced that they will again accept applications beginning Monday, April 27. This is great news for the nation’s small businesses. In anticipation of additional funding being approved, we continued to work on the applications we received prior to the SBA’s exhaustion of its initial funding on April 16.
 
We understand how important this money is to your business and employees. While we cannot guarantee that all of the existing applications will be approved, we will continue to work around-the-clock to process and submit existing applications until these additional funds are exhausted.
 
Unfortunately, we are not accepting new applications at this time as we focus on processing the preexisting applications. We’ll monitor the situation, and overall PPP funding, closely and may consider new applications in the future. 


The SBA Paycheck Protection Program provides small businesses with funds to pay up to 8 weeks of payroll costs including benefits. Funds can also be used to pay interest on mortgages, rent, and utilities.

For more information on Paycheck Protection Program, please visit our  COVID-19 Updates & Resources page
 

Economic Impact Payments (Stimulus Checks)

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.
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.