Marci Virtual Assistant

Hi! I’m Marci.

You have questions? I have answers!

Who is Marci?

Marci can help answer questions when you call our Contact Center!

Marci is an intelligent virtual assistant that can answer questions, provide account information, help with your transactions, and more.  Marci is available 24/7 giving you the help and information you need to make smart financial choices at any time of day. 

How can Marci help you?

It’s simple, really. You ask Marci a question and you’ll get an answer right back. The more you use her, the more she learns. Here are just some of the things Marci can help with:

  • Checking your account balance
  • Transferring funds
  • Branch hours
  • Status of a deposit
  • Applying for a loan
  • How to open an account
  • Your loan due date
  • Online banking passwords
  • And more!


How do I talk to Marci?

Marci is ready to help you!  She will answer the phone when you call our Contact Center at 800.923.7280.


How Marci Works

Members calling Marine Credit Union for assistance will be connected to our Virtual Assistant, known as Marci, and asked how she can assist you. Marci can quickly help you with requests or find answers to your questions.

Marci is available 24/7 to assist when it is convenient for you. If you need help with something beyond Marci’s ability during business hours, you will then be transferred to a Marine Credit Union Contact Center Specialist.


How does Marci benefit you as a Marine Credit Union Member?

Marci will help answer some of Marine Credit Union’s most common questions, while leaving the more complex questions to our Contact Center Specialists. This will reduce your hold times when calling in to MCU for assistance. Marci also has tools to help you become more familiar with self-service options by providing step-by-step instructions on certain topics and can even send information through text message.


How to Effectively Communicate with Marci

The best way to communicate with Marci is by speaking in short, clear commands. Some examples:

  • Account balance
  • Transfer funds
  • Branch hours
  • Deposit status
  • Apply for loan
  • Open an account
  • Loan due date
  • Online banking password


Why is MCU using Marci?

Marci will be able to provide support for general questions 24/7 which will provide more convenience for you and reduce call/hold times for our Contact Center during business hours.


How accurate is Marci?

Marci is able to accurately respond to many different questions and is constantly learning to answer more questions to better serve your needs.


Are my interactions with Marci secure?

Interactions with Marci are secure by using the latest encryption technology. Our team continuously monitors for potential security vulnerabilities.


Is Marci only available during business hours?

Marci is available for your convenience 24/7.


Is there a fee to use Marci?

There is no fee to speak with Marci. Marci is a complimentary virtual assistant offered by MCU to enhance your member experience 24/7.


What languages does Marci respond to?

Marci is only able to understand and respond in English.


Will Marci be able to answer and respond to more inquiries in the future?

Yes, Marci will have additional capabilities in the future. We will continue to improve and enhance Marci’s features as needed.


Will Marci be available in other channels other than the website?

Currently, Marci can only be utilized via phone conversation.


Can Marci help me open a new membership?

Yes! Marci can direct you to the online membership application to become a Member with MCU by sending a link via text message or by providing the link verbally.


What information do I have to give to use Marci?

Depending on your request, Marci may ask for additional information to best answer your questions. This may include authentication questions.


Can Marci answer my loan application questions?

Marci can direct you to the department that your application is associated with but cannot provide you with status updates for an application.


Can Marci put me in touch with an actual member service representative if my question cannot be answered?

Yes, if Marci cannot answer your question, you will be transferred to a Contact Center Specialist for assistance within business hours of Monday-Friday 7:00 am – 5:00 pm, Saturday 8:00 am – 1:00 pm.


What account functions can Marci perform?

Account balances and transaction history, account transfers, loan due date, branch hours, and deposit status. Marci can also assist by sending a password reset link, username reset link, new account opening link, a link for direct deposit setup, online banking setup and send instructions for changing your address.


Will Marci authenticate my account before revealing confidential information?

Yes, when you use Marci to retrieve personal account information, you will be asked for account specific details to authenticate.


Do I have to speak with Marci? I want to speak to a live person.

Marci will always be the first representative you will speak with. Remember that Marci may be able to assist you with no hold times, if Marci cannot manage your request, she will transfer you to the correct queue for assistance. If you prefer not to use Marci, you can speak to a specialist by telling Marci you would like a representative. You can also use our chat function to speak with a contact center specialist online.