COVID-19 Service Excellence Centre FAQs

If my branch is closed or I can’t access it, how can I deposit a cheque? Expand/Collapse

You can deposit a cheque at any of our ATMs. If your ATM is currently inaccessible, you can deposit a cheque using our mobile app, which is available for Apple and Android devices. Simply tap deposit, snap a picture of the cheque, fill in the amount information, and choose the account you’d like to deposit to. Click here for more information, including an instructional video, on how to deposit cheques remotely.

How do I talk to my advisor? Expand/Collapse

If your branch is closed, your advisor may still be available on an appointment-only basis. Our staff are making every effort to be available to you, and are using different technology to be available to assist you both remotely, and in some cases, in-person while practicing recommended social distancing measures. Please click here to book an appointment with your advisor. If they’re available, you will be able to select them and pick a time to meet with them. If you’re unable to locate them in our online booking tool, please contact the Service Excellence Centre.

What are the current branch hours of operations? Expand/Collapse

Click here for our most recent branch hours of operations. As the situation is fluid and ever-evolving, please continue to check this page or for the most up-to-date hours. The Service Excellence Centre is open:

  • Monday, Tuesday, Thursday & Friday: 9:00 am – 5:00 pm

  • Wednesday: 9:30 am – 5:00 pm

  • Saturday: 9:00 am – 2:00 pm

How can I inquire about a credit or mortgage deferral? Expand/Collapse

Because of the higher than normal call volumes that are coming in to the Service Excellence Centre regarding mortgage and credit deferrals, we ask you click here to book an appointment to request a credit deferral. This is the most efficient way to discuss your credit needs.

How can I get access to cash to avoid going into a branch? Expand/Collapse

We recommend using cash as little as possible, and practicing contactless payment methods and using Interac E-Transfer whenever possible. Click here to learn more about Interac Flash, including an instructional video. To help our members, we have waived all Interac E-Transfer fees on all chequing accounts. To learn more about sending E-Transfers, click here. If you are still looking for access to cash surcharge-free and the ATM you frequent is inaccessible, ding-free ATMs can be found by visiting or by downloading The Exchange Network’s ATM locator app.

How can I make larger purchases that my Member Card limits will allow? Expand/Collapse

Our Collabria Mastercard® products may be able to help you with that. Click here for a full list of the features and benefits of our credit card products, including links to apply online.

How can I make a travel insurance claim for a trip that had to be cancelled or cut short due to COVID-19? Expand/Collapse

If you have needed to cancel or shorten travel due to COVID-19 and booked your travel plans with one of our Collabria Mastercards, Collabria now offers the option to submit your travel insurance claim online. To do so, please go to and click on "Claim" to find the right claim form.

How can I do my banking online? Expand/Collapse

We offer a number of tools to assist you with banking from home. During this recommended time of social distancing, we are advising you practice as much remote banking as possible. To learn more about the Online Banking tools we provide, including bill payments, automatic transfers, stopping payments, nicknaming accounts, setting up security alerts, and more click here. If you require special assistance with completing these tasks online and are aged 65+, we have a priority number set up to assist you. Contact 1-833-733-9220 to reach a member of our team that can walk you through banking remotely.

Online Banking is new to me, can I get some extra assistance? Expand/Collapse

If you are new to Online Banking, or need information on how to bank remotely, before visiting the branch, please contact our Service Excellence Centre.

General Line: 1-866-942-2328
Priority Assistance Line for Age 65+: 1-833-733-9220

How can I change my contact information? Expand/Collapse

If you need to change your contact information, you are able to do so by logging in to Online Banking using a desktop device. After logging in to Online Banking, click “Profile and Preferences” and then “Update Contact Information.” During this time where we are sending out a lot of important notices via email, we also recommend you sign up for our e-newsletter if you haven’t already by clicking here.

How can I receive government benefits sooner? Expand/Collapse

You can sign up to receive direct deposit from the Canada Revenue Agency (CRA) right within our desktop Online Banking. This includes the Canada Emergency Response Benefit. Click here for more information and step-by-step instructions for setup.

Do you have the Canada Emergency Business Account available for business members? Expand/Collapse


Please note, if you are an existing member of Community First, and had been operating your business from a personal bank account, you now have the option of opening a YNCU/Community First Business Bank Account and applying for the CEBA Loan.

Please visit prior to being in touch with us, to verify that your business is eligible to receive the CEBA Loan. 

Once verified, please email and we will arrange a business account opening meeting, and advise of next steps.

CEBA has been extended to December 31st, 2020, making the program accessible longer to Canadians.

AUGUST 31st, 2020 UPDATE:

Please be advised Community First will begin accepting applications under the recently expanded CEBA Program, starting Tuesday, August 5th. Please log into your online banking profile, and fill out all information as instructed. If you are a sole proprietorship or partnership, applying with $40,000 in non-deferrable expenses, you will also be required to upload your supporting documentation at the EDC website that is given at the beginning of the application. Your application will not be considered until that information is received. If approved by the EDC, funds will typically arrive within 15-20 business days, and be deposited directly to your business account. Click here to visit the CEBA Document Upload Website

Please note, if you are operating a business from a personal bank account, you will not be eligible for CEBA. These are government requirements. Community First is not permitted to override any CEBA decisions.

For any questions on eligibility, supporting expense documents, etc. please click here.

CEBA has been extended to December 31st, 2020, making the program accessible longer to Canadians.


Is there a deadline for completing an application at my primary financial institution and for uploading supporting documents?

  • You must complete the CEBA application with YNCU by December 31st, 2020.

  • After completing the application with your financial institution, you must upload supporting documentation.

  • It is imperative that you provide your supporting documents through the site at the same time as submitting your application

  • Supporting documentation is a critical part of the application processes and delays in providing this information can result in a delay in the pre-funding eligibility validation and funding process.

JUNE 19th, 2020 UPDATE: 

As of June 19th, the Government has announced that they will be expanding the CEBA program to include eligible sole proprietors and partnerships. The exact availability date of the expanded eligibility program is not yet known. Based on information released to date, Community First expects to be positioned to accept applications within 3-4 business weeks.  In the meantime, please forward your information (name, email address and phone number) to and we will email you as soon as this is available, along with instructions for application.   

While awaiting this program, we recommend you collect the following information as it will be required at the time of application.

  • Once the expanded eligibility criteria become effective, you will need three main pieces of information to complete the application:

  • Your 9-digit business number (same number you used in your application); and

  • Electronic or paper copies of Receipts / Invoices / Agreements to be uploaded as evidence of your 2020 Eligible Non-Deferrable Expenses.

Please note if you are an incorporation applying for CEBA under the original program eligibility parameters, please apply through Community First Online Banking (more information below). 

To apply for CEBA, it’s as simple as signing in to your Online Banking, clicking Account Services, and applying from there.

In order to ensure we are able to process your application as quickly as possible, we recommend that you collect/ensure you have the following information and meet all criteria below:

  • Community First is your primary financial institution for business banking.

  • Your business has access to Online Banking at Community First (all applications must be done through this channel).

  • If you are applying for CEBA for more than one business, ensure the unique BN# (the unique 15 digit number containing the letters RP) is referenced where required on the application – any duplicate BN#s will be rejected.

  • Your Community First business deposit account was open before March 1, 2020, and is active and in good standing.

  • Your organization was registered and operational on or before March 1, 2020.

  • Your organization’s 2019 T4 Summary of Remuneration payroll expenses (Box 14) was between $20,000 and $1,500,000. Please have your T4 Summary available for confirmation.


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