FAQs

Absolutely. Penny isn't replacing our team. She's another way to get started.

Our expanded digital connection options give you additional ways to reach TN Members 1st, including live communication with our employees when available. You can also continue to call us or visit a branch just as you do today.

No. Penny does not have access to your TN Members 1st account or your personal financial information. Penny is designed to provide general information, answer common questions, and help connect you with the appropriate resources.

No. Penny and our new digital connection tools are intended to expand access to our team, not replace it.

By allowing Penny to help with common questions and information, our employees can spend more time helping members with needs that require personal attention, account-specific assistance or a conversation.

No. You should never provide sensitive information such as your full account number, Social Security number, PIN, password or other login credentials when chatting with Penny.

If your question requires personal or account-specific information, Penny can help direct you toward an appropriate way to connect with TN Members 1st.

Penny can help with general questions about TN Members 1st products and services, locating information on our website, finding the right forms or resources, understanding where to complete certain tasks, and other common informational questions.

For questions involving your specific account or personal financial information, you'll need to connect securely with a member of our team.

AI isn't perfect, and Penny may occasionally misunderstand a question or provide an answer that doesn't fully address what you need. If that happens, you can try asking your question another way or connect with TN Members 1st for additional assistance.

Penny can provide AI assistance 24 hours a day, seven days a week, including when our branches are closed. Our live chat and AI assistance platform specifically supports 24/7 AI chat connectivity.

Availability of live assistance from TN Members 1st employees may depend on regular service hours.

Because access to your credit union shouldn't depend entirely on your ability to visit a physical branch.

Our new digital connection options allow us to provide assistance across a wider geographic area and give members more flexibility in when, where, and how they communicate with us. This is especially valuable when distance, transportation, mobility, language, or other barriers can make an in-person visit difficult.

If no TN Members 1st employees are available to assist via Live Chat, the feature will not appear as an available digital connection option. If Live Chat is unavailable, Penny can still assist with many general questions 24/7. Other contact options, such as email, will be provided.

Not unless you choose to allow it.

Live Chat includes tools that can help our team provide more hands-on assistance when needed, and video and audio options are available through our expanded digital connection platform; however, we'll be introducing these features on a case-by-case basis. You remain in control of that interaction and must actively give permission before participating in a session that allows additional access or visibility.

Simply starting a Live Chat does not give TN Members 1st access to your screen or device.

Yes. Live Chat lets you share documents with our team when needed. However, not every document or type of information is appropriate to send through chat.

A TN Members 1st team member will work with you individually and let you know what can be safely shared and whether you should use another method. Please do not send personal, confidential, or sensitive account information through Live Chat unless specifically instructed to use an approved secure method.

Yes. Our goal is to make it easier to find the type of help you need. You can start with Penny for general information and use the available connection options when you need additional assistance from our team.

Yes. Our expanded digital connection options are designed to make it easier to reach TN Members 1st from your mobile device, computer or other compatible device.

Absolutely! Live Chat is a great way to learn more about the credit union and what we offer.

Video and audio options are available through our expanded digital connection platform, but we'll be introducing these features on a case-by-case basis.

If our team determines that a video or audio conversation would help in your situation, we'll work with you to start one. These options are intended to give us additional ways to assist members when they're useful; they are not currently designed to function as a full virtual teller or replace all services available at a branch.

No. Starting a Live Chat doesn't automatically start a video call, and you don't need to turn on your camera to chat with us.

If a situation would benefit from video or another type of interaction, a TN Members 1st employee will discuss that option with you first. You're always aware of and involved in choosing how the conversation continues.

No. You can access Live Chat directly through the TN Members 1st website. There's no additional app to download or separate account to create.

Yes. One benefit of our new digital connection options is expanded language assistance. Live Chat includes translation capabilities designed to help members and TN Members 1st employees communicate across language differences.

If English isn't your preferred language, language assistance may be available during your digital conversation to make it easier to communicate with our team.

It's easy! Look for the chat icon in the bottom right corner of any page on our website. Select the icon to get started and choose from the available ways to connect.

Nearly! Live Chat works much like texting or instant messaging. When a TN Members 1st team member is available, you can send messages back and forth in real time without calling or visiting a branch.

There may occasionally be a short wait during busier times, but we'll work to connect with you as quickly as possible.

The language feature uses technology to translate communication between you and TN Members 1st. It is designed to make everyday conversations and assistance more accessible, but it is not the same as working with a professional interpreter.

For certain transactions, documents or situations where additional language support may be appropriate, our team will help determine the best way to continue.

Live Chat is a convenient option for general questions about TN Members 1st products and services, help finding information, assistance navigating our website or digital resources, and other questions you might normally call or visit us to ask.

Some requests may require additional verification or a different secure channel. If that happens, our team will let you know the best way to continue.

Our Live Chat language tools support communication in more than 200 languages, allowing us to better assist members who prefer to communicate in a language other than English.

Available language support may vary depending on the type of interaction and service you need, and our team will help determine the best way to assist you.

Penny is our AI virtual assistant and is available 24/7 for general questions, website navigation, and helpful information. Live Chat connects you with a TN Members 1st employee for real-time assistance during posted branch lobby hours.

Think of Penny as a great place to start. If your question needs more personal assistance, our other connection options can help you take the next step.

Live Chat will be available during posted branch lobby hours when a member of our team is logged in and available to respond. Outside of Live Chat hours, Penny, our AI virtual assistant, will still be available 24/7 to help answer common questions and connect you with helpful information. MiniBranch supports both staff-based Live Chat and 24/7 AI assistance.

When you choose Live Chat, you're communicating with a real member of the TN Members 1st team. Penny is our AI assistant and will be clearly identified as such, so you'll know whether you're communicating with Penny or one of our employees.

Not yet. Our expanded digital connection options are intended to make it easier to get information, ask questions, and receive assistance without always needing to visit a branch.

Some transactions and requests will still require another secure channel or an in-person visit. If we can't complete what you need through Live Chat, we'll help you determine the best next step.

No. Live Chat is simply another way to reach us. You can still call TN Members 1st or visit one of our branches if that works best for you.

The goal is to give you more choices for how you connect with your credit union, whether that's online, over the phone, or in person.