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    A new contact centre experience is coming soon

    Member Communication
    Jun 29, 2026

    We’re enhancing your experience, while keeping the personal service you trust

    This July, we’re introducing a new contact centre experience, along with a new way to connect with us. Our goal is to provide you with options when it comes to how you interact with us. Our new contact centre experience and virtual assistant, Nora, will make it faster and easier to get the help you need while ensuring you receive the personal service that you already know and trust. 

    What you can expect 

    When you call SCU after our new experience launches, you may notice a few changes:

    • You’ll be greeted by our virtual assistant, Nora
    • You can simply say what you need or ask for a representative 
    • Rest assured, our team will be ready to guide you through anything new and ensure your experience is smooth and comfortable

    What’s not changing

    Our commitment to relationships and putting people first hasn’t changed. While you may notice some differences, the most important things are staying the same. You’ll continue to:

    • Use the same phone number when you call us, and
    • Talk to the same great team of friendly SCU representatives

    Meet Nora, our virtual assistant

    Our new virtual assistant, Nora, will be available 24/7 to help guide your call. Nora is here to make it easier to reach us, answering everyday banking questions or connecting you with the right person faster during regular business hours, so our team can spend more time supporting what matters most to you. 

    Here are some everyday banking questions you can ask Nora:

    • What are your hours of operation?
    • What do I do when I lose my credit card?
    • Can you tell me your home mortgage benefits?
    • What is your fixed rate on a 3-year mortgage term?
    • Which personal chequing accounts do you offer? 
    • How can I book an appointment? 
    • What should I do when I suspect a scam? 

    Your security and privacy

    Protecting your information is a top priority.

    • Your data continues to be protected under SCU’s existing privacy and security standards
    • As always, we will never ask for your passwords or sensitive information

    We know changes like this can feel different, and we’re here to support you every step of the way. If you don’t see the answer to your question here, please call us at 1.800.728.6440.

    Frequently Asked Questions
    Why is SCU making these changes?
    We’ve heard from our members that they want faster, more consistent service, and we’ve listened. This new system helps us: 
    • Provide quick answers to your everyday banking questions even after regular business hours 
    • Reduce wait times
    • Ensure our teams have time to focus on meaningful conversations and personalized support when you need it most  
    Do I have to use the virtual assistant? 
    No. While Nora is here to help with everyday banking questions such as hours, rates, or branch locations, you can choose the experience that you prefer and ask for a representative when you call during our regular business hours. Nora will ask you to provide some information about what you are calling about so that you can be directed to the correct SCU representative.
    Will this change how I contact SCU? 
    No. You’ll continue to use the same phone number and have access to the same services. This change is about improving how we support you, not how you reach us.
    Is my information safe? 
    Yes, protecting your information is our top priority. Your data continues to be protected under SCU’s existing privacy and security standards. 
    What if the virtual assistant can’t help me?
    Nora will connect you to the right representative. If you call us after regular business hours, you will be able to leave a message and one of our representatives will get back to you. 
    What can I ask the virtual assistant about?
    Here are some everyday banking questions you can ask Nora:
    • What are your hours of operation?
    • What do I do when I lose my credit card?
    • Can you tell me your home mortgage benefits?
    • What is your fixed rate on a 3-year mortgage term?
    • Which personal chequing accounts do you offer? 
    • How can I book an appointment?
    • What should I do when I suspect a scam? 
    Do I need to download anything or sign up?
    No download or sign up needed, simply continue calling SCU using the same phone number.
    Is my call being recorded or transcribed?
    Yes, calls may be recorded for training and service quality purposes. Your information is always protected by our privacy and security standards.
    Will this reduce wait times?
    That’s our goal. By answering everyday banking questions quickly, we can reduce wait times and ensure our teams have time to focus on meaningful conversations and personalized support.
    What if the virtual assistant can’t hear me or doesn’t understand my question?
    If Nora does not understand your request, or if you prefer not to use the virtual assistant, you can ask for a representative.
    What if the virtual assistant gives me the wrong answer?
    Nora uses information from our website and approved sources, but like any tool, it may not always be perfect. If something doesn’t seem right, or you’d prefer to talk with a person, you can ask to speak to a representative. 

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