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COVID-19 Update Center

Branch Operations Update

Pioneer is committed to the health and safety of our community. Our team continues to evaluate our processes to provide a safe atmosphere for our employees and customers and ensure uninterrupted service throughout our branch network.

Beginning September 21, 2020, Pioneer will require appointments to enter the following branch lobbies:

 ATM/ITM Drive-UpLobby Open By Appointment OnlyNearest Branch with Walk-In Lobby
Clifton Park West ATM Yes Yes - Call 518.373.1052 Clifton Park East
Cohoes ATM  Yes Yes - Call 518.237.0569 Watervliet or Latham
Colonie  ATM/ITM Yes Yes - Call 518.452.2143 Wolf Road
Greenville ATM  Yes Yes - Call 518.966.5449 Cairo or Glenmont
Guilderland ATM/ITM Yes Yes - Call 518.456.2670 Wolf Road
Malta ATM/ITM Yes Yes - Call 518.899.0054 Clifton Park East

Beginning October 5, 2020, Pioneer will also require appointments to enter the following branch lobbies, in addition to those listed above:

 ATM/ITM Drive-UpLobby Open By Appointment OnlyNearest Branch with Walk-In Lobby
Delmar ATM Yes Yes - Call 518.429.2500 Glenmont
Waterford ATM/ITM Yes Yes - Call 518.238.0600 Watervliet or Latham

 We encourage customers to utilize our ATMs, ITMs, and Drive-Up windows to conduct transactions. All other Pioneer branch lobbies will remain open without an appointment.

Alternatively, customers may utilize Pioneer's eBanking platforms such as Online Banking and Mobile Banking to conduct transactions 24/7. Click here to learn more about Pioneer's eBanking Products. Customers may also contact our Customer Care Team at 518.730.3000 during our normal business hours.

If you plan on entering a branch, please adhere to the following requirements:

  • Based upon the Governor's Executive Order, prior to entering a branch, you must attest that you have not visited a high risk state within the past 14 days. For a list of restricted states, click here.
  • A mask or face covering must be worn at all times, but please be sure to remove hats and sunglasses.
  • Maintain at least six feet of distance between you and others.

Pioneer is Here to Help

For over 130 years, Pioneer has been ingrained in the communities we serve, giving back whenever possible. During these uncertain times, we will stay true to our values. We are committed to serving the needs of our customers, our neighbors, and our families while protecting the health and well-being of our staff.

We understand that financial situations can change quickly, and we are here to help.

Our Branch and Customer Care Teams are skilled and ready to assist you. We have empowered our staff to support your specific needs. Should you have questions regarding your account, online resources, or are experiencing a financial difficulty, contact a Branch or our Customer Care Team at 518.730.3000 for assistance.

Mortgage Customers

If you are experiencing financial difficulties as a result of COVID-19 that are preventing you from making a mortgage payment, please contact a Branch or our Customer Care Team at 518.730.3000 to discuss your eligibility for a forbearance of your mortgage payments for up to 90 days.Pioneer is implementing this measure to alleviate the adverse impact of the coronavirus on consumers that can demonstrate financial hardship, based upon one of the following:

  • Unemployment or a reduction in hours that is due to COVID-19;
  • Inability to work due to caring for your children who are home due to mandated school closure.

If you meet any one of the criteria listed above or have questions about your eligibility, please contact Customer Care at 518.730.3000 or email covid-19loanrelief@pioneerny.com for an application, which will outline guidance on how to apply, time frame, and what documentation may be necessary to process your application.

Deposit Account Customers

For information related to Treasury and IRS Stimulus payments, including how Non-Filers can enter payment information and Filers can expect their funds, click here.

All Pioneer deposit customers are able to access Pioneer Perks benefits, including Pharmacy/Vision/Hearing Savings & ID Theft Protection through our partner, StrategyCorps, now through December 31, 2020 at no cost. To access these savings, please visit the StrategyCorps website by clicking here.

The Federal Reserve Board has amended Regulation D to eliminate the six-per-month limit on convenient transfers from savings accounts. In conjunction with this rule amendment, and given the financial hardships caused by the COVID19 pandemic, Pioneer will cease enforcement of the six transfer rule for savings accounts at this time.

If you are experiencing financial difficulties as a result of COVID-19, please contact a Branch or our Customer Care Team at 518.730.3000 to discuss potential eligibility for a waiver of certain account fees through April 20, 2020.Pioneer is implementing this measure to alleviate the adverse impact of the coronavirus on consumers that can demonstrate financial hardship, based upon one of the following:

  • Unemployment or a reduction in hours that is due to COVID-19;
  • Inability to work due to caring for your children who are home due to mandated school closure.

If you meet any one of the criteria listed above or have questions about your eligibility, please contact a Branch or our Customer Care Team at 518.730.3000.

Business Customers

Our team is here to assist you should you need additional information. Please reach out to your Pioneer Relationship Manager, a Branch representative, or give our Customer Care Team a call at 518.730.3000 to be directed to our business banking team.

Insurance Customers

A recent Executive Order issued by Governor Cuomo, together with recent amendments to the insurance and banking regulations issued by the New York State Department of Financial Services, extend grace periods and give you other rights under certain property/casualty insurance policies, and life insurance policies or annuity contracts, if you can demonstrate financial hardship as a result of the novel coronavirus pandemic.

Stay Vigilant

Please know that Pioneer will never request your confidential information through email or social media. Contact us to verify any email or social media requests or activity where your confidential information is being requested. Never send any account information in a private message through social media, even to us.

 

Frequently Asked Questions

Is my money safe?

Yes, your money is safe and secure. Pioneer is a Member FDIC, which means our deposit products are backed by the full faith and credit of the United States government. Since 1933, no depositor has ever lost a penny of FDIC-insured funds, and the safest place for your money is with an FDIC-insured bank.

The FDIC has a tool, the Electronic Deposit Insurance Estimator or EDIE, for use in answering deposit insurance coverage questions. This tool allows a depositor to input either actual information about their deposit accounts or information about accounts they are thinking of establishing. EDIE is on the FDIC website at https://edie.fdic.gov/index.html.

As a secondary source, FDIC also has a team of subject matter experts available to answer questions about deposit insurance or accessing bank accounts. Customers can call 1-877-ASK-FDIC (1-877-275-3342) and ask to speak to a subject matter expert between 8:30AM- 5:00PM Monday-Friday.

Consumers can also contact the FDIC in writing through the FDIC Deposit Insurance Form via the FDIC Information and Support Center at: https://ask.fdic.gov/fdicinformationandsupportcenter/s/.

Learn more about FDIC Deposit Insurance or view this newsletter from the FDIC.

Where can I call for help?

Should you have questions regarding your account, online resources, or are experiencing financial difficulty, our Customer Care Team is available to assist you at 518.730.3000.

How and when do I get my stimulus funds?

Treasury and the IRS have announced the launch of "Non-Filers: Enter Payment Info Here," a web portal where Americans who did not file a tax return in 2018 or 2019 can submit basic personal information to the IRS so that they can receive stimulus payments. In order to speed payments, individuals should enter their bank account information and their payment will be directly deposited in their bank account. The tool will request basic information to confirm eligibility, calculate and send the Economic Impact Payments.

The IRS also said it would be providing another tool by April 17 that will allow individuals to determine the estimated arrival date of their stimulus payment direct deposits and checks.

For more information for both Filers and Non-Filers on Economic Impact Payments from the IRS, click here.

What should I do with my investments?

With the market being in a current volatile state, we recommend that you speak with your financial advisor to form a plan that best suits you.

You can reference our recent blog post on what topics to discuss with your financial advisor.

Should I be on the lookout for scams?

Yes, unfortunately scammers find any way to take advantage of the public in a time of crisis. The FDIC has even received reports of fraudulent claims of individuals pretending to be them. Here are some ways to avoid coronavirus phishing scams:

  • Don't click on links from sources you don't recognize.
  • Watch for emails claiming to be from the Center of Disease Control and Prevention (CDC) or "experts" saying they have information about the virus. Stay up-to-date on the most recent information by visiting the Center of Disease Control and Prevention and the World Health Organization websites.
  • Ignore online offers for vaccinations. There are currently NO vaccines, pills, lotions, lozenges, or other prescriptions or over-the-counter products available to treat COVID-19.
  • Think twice before making donations, whether through charities or crowd-funding sites. If someone wants donations in cash, gift cards, or wiring money, do not do it.
Pioneer Gives Back

Pioneer Gives Back

The Pioneer Bank Foundation is committed to "helping kids be kids" by giving to local charitable organizations in our communities that focus on the health and welfare of children.

Learn More

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