Phone System Update

A Better Way
to Connect

We upgraded our phone system to improve your experience—with simpler menus, more self-service, and faster support.

Designed to Save You Time.

Our updated phone experience helps you spend less time waiting and more time getting answers. With improved routing, simpler menus, and more self-service, you can get the help you need, faster. Updates include:

First Call Resolution

Get your questions answered and issues resolved the first time you call.

Reduced Hold Times

Spend less time waiting and more time getting the answers and support you need.

Simpler Menu Options

Redesigned menus and smarter routing help connect you to the right solution faster.

Upgraded Self-Service

Take care of common tasks on your own time, without waiting for assistance.

Call-Back Functionality: In select cases, you may have the option to save your place in line and receive a call back when it’s your turn.

Common Questions

Can I still reach Affinity at the same number?

Yes—our Member Service Center number remains the same: 800.325.0808.

What if I want to speak with a representative?

No problem. During business hours, you can connect with a representative at any time by following the prompts.

Our business hours:

Monday-Friday: 7 AM – 7 PM ET
Saturday: 8 AM – 5 PM ET
Sunday: Closed

Do I need to set up a new phone banking PIN?

No—your current phone banking PIN will continue to work. If you’re unsure what it is, we’re happy to help.

Is the new system secure?

Yes. The upgraded system includes enhanced fraud detection and updated verification methods to help protect your account.

Will the menu options sound different?

Yes. You may notice updated prompts and new menu options designed to help you get to the right place faster.

Can I request a call back instead of waiting on hold?

In select situations, you may have the option to save your place in line and receive a call back when it’s your turn.

Introducing AVA: Enhanced Phone Banking.

Meet AVA (Affinity Voice Assistant), our upgraded self-service phone banking system—designed to make managing your accounts simpler, faster, and more convenient.

Check Balances

Review Transactions

Transfer Funds

Make Payments