Coronavirus— learn the facts and how we're prepared.
At Northwest, the health and safety of our customers, employees and the communities we serve is our top priority. We understand the concern and uncertainty you may be experiencing surrounding the coronavirus (COVID-19) and are committed to being responsive to the needs of our customers and employees as the situation evolves.
Below are quick links to the valuable resources we've put together—
About Coronavirus (COVID-19)
Because the situation is constantly evolving, it can be difficult to know where to find the most reliable sources of information. At Northwest, we rely on sources such as the Centers for Disease Control and Prevention, the World Health Organization and other governmental authorities as reliable resources during outbreaks such as Coronavirus.
It’s important to be sure you’re receiving information about Coronavirus from reliable sources of information to help prevent the spread of misinformation about the evolving situation.
Bank wherever you are
At Northwest, we offer convenient ways for customers to bank wherever they are. If you want to avoid public places or can’t make it into an office, you can use any of these convenient ways to bank:
Northwest Online and Mobile Banking*
Available 24 hours a day, 7 days a week, our free Online and Mobile Banking make it easy to view balances, make loan payments, transfer funds and more–no matter where you are. When you use our mobile app, you can even deposit checks conveniently and securely any time (Please note, newly enrolled online banking customers don't have access to Mobile Deposit until 30 days after enrollment). We also offer free online bill pay, so you can avoid making the trip to your local post office to send a check in the mail.
Our Contact Center
Our Customer Contact Center Representatives are available Monday - Friday, 8:00 a.m. to 8:00 p.m. & Saturday, 9:00 a.m. to 1:00 p.m. to answer questions about your accounts. Contact us at 1-877-672-5678, option 4 or use the Live Chat option on our website.
Call Bankline at 1-877-672-5678, option 1 for information about your accounts or to transfer funds by telephone any time, 24 hours a day, 7 days a week.
Using Text Banking, you can complete simple transactions through the SMS interface of your mobile phone. Log into Online Banking to enroll in Text Banking. To learn how, click here.
*Data charges may apply through your mobile service carrier
How we’re prepared
Because we care about the health and safety of our customers, employees and the communities we serve, we've taken steps to ensure we're prepared as the coronavirus situation progresses. We are continuously monitoring information from the Centers of Disease Control (CDC) and World Health Organization (WHO) and other governmental authorities (federal and state) and are reinforcing best health practices in all our offices.
We have a business continuity plan in place to protect against significant disruption of business as a result of an unplanned event, such as Coronavirus. The program is fully integrated with our standard operational procedures to ensure critical business functions will go uninterrupted and is optimally maintained through regular testing.
We are continuously monitoring our staffing levels throughout the bank to prevent any disruptions in service due to health reasons. Remote work is available to employees as needed and we encourage employees to stay home if they or a family member are not feeling well.
We are also taking precautionary sanitization measures in public spaces, such as regularly wiping down surfaces, to help prevent the spread of germs.
Based on currently available information and clinical expertise, older adults and people of any age who have serious underlying medical conditions might be at higher risk for severe illness from COVID-19. We're happy to accommodate any person with vulnerabilities with a special appointment time to limit contact with other customers. Please call your local branch or schedule an appointment through our online scheduling tool.
For more information on how to protect yourself from COVID-19, please click here.
Under order from Pennsylvania Governor Tom Wolf and Pennsylvania Secretary of Health Dr. Rachel Levine, Pennsylvania businesses with essential workers must observe new protocol during the Coronavirus disaster emergency. To stay in compliance, all customers are required to wear masks while on Northwest premises. If you have a scheduled appointment in one of our branches, please remember your mask. If you arrive without a mask, one will be provided. We will also be following additional guidelines Northwest facilities.
Reopening in the wake of COVID-19
As state and local governments begin to lift restrictions in the wake of COVID-19, we’ve decided to take a cautious, safety-first approach to reopening our retail branch network and business offices – an approach that meets all recommended prevention guidelines to protect the well-being of our employees, customers and communities and enables the best possible experience for our customers.
Our COVID-19 response team has been closely monitoring the ever-changing situation and staying current with varying conditions across our markets. As our level of comfort increases, we are implementing a phased plan to bring employees back to the workplace and allowing greater interaction inside our branch offices.
That means, over the coming weeks, in addition to drive-thru banking, access to over 55,000 ATMs, and online and mobile banking, as market conditions and state and local guidelines allow, we will be reopening branches without drive-thrus, extending lobbies back to normal hours, and welcoming customers back inside our lobbies for walk-in service without the need to schedule an appointment.
Please understand, that although we will be able offer greater branch access, your experience may be slightly different, as we’ve implemented new health procedures to help limit the spread of the coronavirus.
- While inside, you will be asked to maintain a social distance of 6 feet, which may limit the number allowed in the lobby at any one time. You may be asked to wait outside the branch entrance in order to maintain the required space.
- Once inside the branch, you’ll notice marked spots on the floor and safety dividers to help with social distancing.
- Northwest associates will be wearing masks and, for everyone’s protection, we ask that you please wear a mask as well.
- Please notify us if you are elderly or fall into high-risk category, we will be happy to make special arrangements and accommodate your banking needs.
- During our reopening period, lobby restrooms will not be open to the public.
If you are not feeling well or are symptomatic, we ask that you please not enter the branch and conduct your transaction(s) using an ATM, drive-thru window, or online banking.
To find the branch nearest you and hours of operation, please visit our branch locator. If you prefer to schedule a private appointment with one of our associates, please use our scheduling tool to select the most convenient branch, day and time.
Customer Relief Solutions
We recognize that some of you are facing financial hardships as a result of the coronavirus pandemic. We're here to help our customers and communities during these challenging times.
Consumer, Home Equity and Mortgage Loans
If you have a loan and need assistance, contact your local office here or call our Customer Contact Center at 1-877-672-5678. You may be eligible for additional assistance.
If your business has been affected by Coronavirus, we can provide relief solutions and help you better understand the current government loan assistance programs. To find out more, contact your Business Lender, Treasury Management Advisor or our Customer Contact Center at 1-877-672-5678.
Small Business Administration (SBA) Assistance Programs
If your business has been impacted by COVID-19, we're here to help.
At Northwest, we care about our Small Business and Commercial clients and are committed to helping businesses navigate these challenging times. As a long-standing Preferred SBA Lender, we have been closely following the SBA and its lending programs for use in COVID-19 relief. Our experienced team of SBA lenders are well-versed in SBA loan programs and are dedicated to providing your business guidance and advice as the government delivers assistance programs and options to support your business.
On March 27, Congress passed the Coronavirus Aid, Relief, and Economic Security (CARES) Act which specifically allocated relief dollars to help small businesses due to the Coronavirus pandemic. Within this Act, the government has authorized the Small Business Administration (SBA) to back Paycheck Protection Program (PPP) Loans through local lenders.
IMPORTANT UPDATE TO NORTHWEST CUSTOMERS:
After bipartisan negotiations, on April 27, 2020, the Senate unanimously passed legislation to provide more than $320 billion in new funding for the Small Business Administration’s Paycheck Protection Program. Of the more than $320 billion appropriated for PPP loans, a minimum of $30 billion will be set aside for community development financial institutions, banks and credit unions with less than $10 billion in assets. Another $30 billion at least will go to banks and credit unions with assets between $10 billion and $50 billion. The bill also includes an additional $60 billion in funding for the SBA’s Economic Injury Disaster Loan program and provides long-sought clarity that agricultural businesses may apply for EIDL funds.
For additional answers to specific PPP questions, please click here.
We're no longer accepting PPP loan applications. As of May 20, nearly 100% of the PPP loan applications we received were approved by the SBA—a total of 4,200 loans that provide more than $442 million worth of relief. Click here to read more. We will continue to help these customers as they monitor and track their spending to attain loan forgiveness – a critical part of the program.
Here's the most recent guidance from the SBA:
Beware of scammers
Scammers are always looking for opportunities to take advantage of people in times of crisis. Below are some sources from the FTC to help protect you.
We are fully-committed to ensuring that you can interact with us and continue to conduct all banking transactions. However, these steps are critical to the prevention and spread of the disease and necessary to ensure the health and safety of everyone.
We are closely monitoring the Coronavirus situation, collecting first-hand knowledge from each of our operating regions, state and local governments and our regulators (FDIC, OCC and the Federal Reserve), and will continue to adapt as the situation evolves to best serve you, our valued customers.
Thank you for your patience and understanding as we navigate this crisis – keep calm and stay healthy.