Vic is EMUCU's virtual assistant, here to help you 24/7 with quick, secure answers to your banking questions. Whether you need help checking your balance, finding a routing number, or learning more about our services, Vic is just a phone call away. Built with member convenience and security in mind, Vic helps you get the answers you need so you can spend more time doing what matters most.

How do I reach Vic?

Vic is available during and outside of regular business hours to assist with standard banking inquiries.

  • Call Vic directly at 734-761-3769
  • Call EMUCU at 734-662-8200 and select the prompt for our digital phone assistance, Vic.

Note: Outside of regular business hours, your call will be directed to our after-hours Visa® card fraud line.

What Can Vic do for You?

Services currently available include:

  • Balance inquiries
  • Internal transfers
  • Transaction history
  • Loan payments
  • Loan due dates and payoff info
  • Credit card payments & balance
  • Branch hours and locations
  • Card issues (including lost, stolen, or fraud concerns)
  • Loan rates and application info
  • Routing numbers
  • Direct deposit status
  • ...and more!

Tips for a Smooth Experience

To help the assistant understand you clearly and reduce errors:

Background Noise

Avoid background noise (TVs, music, etc.)

No Speaker

Use your phone’s handset instead of speakerphone when possible

Keypad

Speak clearly or use your keypad for input

 

Keeping Your Accounts Secure

Our multi—step authentication process helps to ensure that only you access your accounts.

Identification

IDENTIFICATION INFORMATION

Account Info

ACCOUNT INFORMATION OR CARD DETAILS

Authentication

SECURE AUTHENTICATION

Frequently Asked Questions

Vic is EMUCU’s digital phone assistant - an automated system that securely interacts with callers using natural language processing. Unlike traditional touch tone menus, Vic understands spoken requests and provides real-time responses in a conversational manner. Vic is a modern, intuitive experience that’s designed to reflect how members communicate today. Vic is built to provide a smoother, more efficient interaction without needing to navigate complex phone trees or wait on hold for a representative.
Yes! Vic is built with member security in mind. All interactions are encrypted and follow industry best practices to ensure your personal and financial information is protected. Vic is designed to meet the same high security standards as our other digital banking services.
If you're having trouble with verification such as issues entering your account number or secondary authentication, try calling back and carefully re-entering the requested information using your keypad to avoid potential errors. Make sure you're in a quiet environment and have your information ready before starting the call. If the issue persists, we recommend contacting EMUCU during business hours to speak with a representative who can help troubleshoot the issue to gain access. Vic is designed to recognize speech, but background noise, speakerphone use, or unclear phrasing may affect its ability to understand you. For the best experience, we recommend using your phone’s handset, speaking clearly and directly, and minimizing background noise. When inputting numbers, try listing each number individually ie: two, zero, two, five instead of grouped "twenty twenty-five". You can also mute your phone and use your phone’s keypad as an alternative input method to avoid any potential background interaction.
No problem! If you have multiple accounts with EMUCU, you can easily access each one using Vic. Simply hang up and call back and complete the verification process using the information associated with the specific account you wish to manage.
To resolve this promptly, please contact us directly at 734-662-8200 during business hours, or send us a secure message through Online Banking.
Absolutely. During business hours, you can say “Representative” or “Live Agent” when speaking with Vic, and your call will be transferred to a Contact Center Representative. Please note: Outside of regular business hours, your call will be directed to our after-hours Visa® card fraud line.
Your base account number for Vic is derived from your full 10-digit account number and is typically 4 to 6 digits long. To identify it from your checking, remove the first digit '8' and any zeros that follow, as well as the final digit of the account number. The remaining digits in between represent your base account number.

*The Bold Numbers indicate your base account number to provide to Vic.
 

See the examples below to determine how to identify your account number from your checking account.
8001234567 → Base Account is 123456
8000234567 → Base Account is 23456
8000034567 → Base Account is 3456

See the example below to determine how to identify your account number from your savings account.
0000234567 → Base Account is 23456​
Vic can assist with internal transfers between shares (such as checking and savings) and loan payments, as long as all accounts involved are under the same base account you verified at the start of the call. This includes both one-time or recurring transfers.

However, Vic cannot complete any transfers that involve accounts outside of the verified base account. This means Vic is unable to transfer funds to other EMUCU members, to different base account numbers you may also have, or to make loan payments on loans not tied to the verified base account.

If you need to make transfers outside of your verified base account, such as sending money to another member or moving funds between different accounts you own, please use EMUCU’s online or mobile banking platforms, or contact a representative for assistance.