CEO Message June 2020: COVID-19 Update

The COVID-19 pandemic has certainly changed how we do business today, and how we will do business tomorrow. As a result of this global crisis, we have been forced to question everything we do, from our processes and tools, to how we interact with each other. We have been focused on how to best protect and support our families, our coworkers, and our communities in the face of this unfolding situation.

To the Members of Northern Credit Union, I say thank you. As the severity of the pandemic began to unfold, you were patient and supportive as we reviewed our options to determine the best way to keep our members and our staff safe, while continuing to provide the service you have come to expect and rely on. Overall, I could not be more pleased with how our staff pulled together to continue to support you, and how you, our members, supported us.

As you know, some of our branch hours were reduced and a couple of branches were temporarily closed to enable staff to focus on critical support services, which many members suddenly needed. We reviewed and increased the number of services that we offer digitally, and we increased the number of staff working in our True North Hub so that members were still able to talk to a “live body” within a reasonably short time to get the help they needed.

Of course, in the past few months, we have been reminded of the critical role of technology. Many of our staff were suddenly required to work from home and members quickly needed to be able to perform their banking remotely. Our vision – “Making a Difference in Peoples’ Lives” had never rung more true. We had to work together to ensure that we were making a positive difference in the lives of our members.

As we move into the second phase of the COVID-19 pandemic we are taking a cautious approach to ensure that our staff and members remain our top priority. Although businesses are starting to re-open, social distancing protocols are still as important as ever and must be followed. The simple yet effective processes that we have been following must continue. Therefore, in an effort to lead by example, the branch hours and resources we put in place to support you during the pandemic will remain in place for the time being. We will continue to evaluate the situation as it evolves and ensure that we are properly communicating with you, our members.

Recognizing that many people within our communities needed some extra help, on June 4, we launched our “True North Stronger” campaign. Donations made to this fund will be matched by Northern, up to $20,000, and will be administered through our partnership with United Way. We truly believe that together we are stronger - when you give, we give. Details related to how you can donate to this fund can be found on our website at

While these uncertain times are making all of us feel uneasy, now, more than ever is the time to support and take care of each other. At Northern, we are here for you, committed to supporting you, your families and your communities. Thank you for entrusting us to do just that.

Richard Adam
President & CEO
Northern Credit Union Limited