You've got questions - Scout can answer them.
NextMark's Virtual Assistant.
Scout, NextMark's virtual phone assistant.
Scout is an AI (artificial intelligence) powered virtual assistant, who can help you with basic requests, and quickly answer questions.
With the help of Scout, our goal is to create seamless interactions for you any time of day and Scout is not replacing our amazing NextMarkers, rather, she is helping expedite phone calls so that if members need to speak with someone, there is less wait time.
How does it work? When you call our main number, 703-218-9900, Scout will answer. You can then use simple phrases such as “open an account”, “find a branch”, or “get my balance”, and Scout will provide you with answers. Here are some things Scout can help you with:
- How to order or activate a debit card or credit card.
- Register for Online Banking.
- How to reset your Online & Mobile Banking password.
- Find NextMark’s routing number.
- How to find your account number.
- Checking your account balance.
- Checking the status of your deposit.
- Checking your transaction history.
- Transferring funds from one NextMark account to another.
- Making a credit card or loan payment.
- And a lot of other things too!
Helpful tips
Below are several tips to enhance your conversation with Scout.
- Please make sure you are not speaking to someone else during Scout’s greeting. The background noise could cause her to not understand your request.
- You can enter an extension at any time followed by the # key to connect with the individual or department you desire to reach.
- Feel free to interrupt Scout at any time to ask your question or to fulfill her request. You don’t have to wait for her to finish to proceed with what you need.
- If your inquiry pertains to your account, Scout will verify your identity by prompting you to enter your account number or Social Security Number, followed by the # key. Pressing the # key after entering the requested number is necessary for Scout to proceed to the next step.
- Further authentication may be required by Scout, which could involve sending you a six-digit OTP (one-time passcode). This OTP will be sent via text message to a valid cell phone number we have on file. You may be prompted to select the cell phone number to which you would like the OTP passcode sent.
- Scout may ask if you wish to receive additional information via a link to a page on NextMark’s website. She will send a text message to the cell phone number you provide.
- If Scout cannot answer your question, you will have the option to be transferred to a member of the NextMark staff. If you are calling during non-business hours, you can request a callback, and someone will return your call during business hours.
Got questions? We've got answers.
NextMark is always looking for innovative ways to expedite the way we serve our members. Scout offers the quickest, most efficient way to get answers from us over the phone, without having to speak with a member service representative or come into a NextMark branch.
The virtual assistant will expedite phone interactions by allowing members to get their questions answered more quickly and efficiently. With the help of Scout, our goal is to create seamless interactions for you any time of day.
- How to order or activate a debit card or credit card.
- Register for Online Banking.
- How to reset your Online & Mobile Banking password.
- Find NextMark’s routing number.
- How to find your account number.
- Checking your account balance.
- Checking the status of your deposit.
- Checking your transaction history.
- Transferring funds from one NextMark account to another.
- Making a credit card or loan payment.
- And a lot of other things too!
Simply begin by asking Scout a question or tell her why you’ve called and she’ll search to find the answer for you. Scout is more advanced than old, automated phone systems and you can speak to her naturally. Scout can also text information you request making it easy to refer back to.
Scout is available 24 hours a day, 7 days a week, 365 days a year to ensure better service for you, with significantly shorter wait times during business hours.
Yes! During certain transaction requests, Scout will need to ask questions to authenticate your identity. For example, she may ask you to provide your account (member) number, Social Security Number or the last four digits of your debit card to validate your account. This information is not saved or stored to ensure your security. She may also send you a one-time pass-code to further the authentication process. That’s why it’s important to ensure that you have a valid cell phone number on file with us for verification purposes.
NextMark is always looking for ways to provide a better member experience. Scout offers the quickest, most efficient way to get answers to your most common questions while giving our team members more time to help with your more in-depth questions. We’re still your local credit union and you’ll always hear the same friendly voices answering the phone. Scout is here to help us maintain our quality member service as we grow and provide more in-depth banking services.
Yes. Simply say “representative” and Scout will connect you with one of our NextMarkers.
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