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VNFA FAQ

March 31, 2020 | COVID-19

Frequently Asked Questions (during COVID-19 office closure)

How to I reach my Financial Advisor and support team?
The best way to reach your Financial Advisor or a Support Staff member is via e-mail while they are working remotely from their individual home offices. However, you can call our main phone at 610-868-9000 and leave a voice mail message. All voice mail messages are converted to recordings and immediately sent via email to the recipient. Please leave a detailed message, including the best number to return the call, and someone from your team will get back to you as soon as possible. If you don’t know the direct e-mail or phone number you are trying to reach, you can send us a note at FromOurTeam@valleynationalgroup.com and your message will be routed to the appropriate person on your behalf.

What is the status of my tax return?
Our team will continue to work on tax preparation over the next couple of months with the new July 15 deadline in mind. If your return is in process and you wish to check the status, e-mail us at tax@valleynationalgroup.com.

If you still need to get us your documents, please upload digital copies to your secure eVault Client Portal. If you need to set up a personal portal, please contact us and your service team will help you. If you are unable to submit documents digitally, please hold them at home – do not mail to us. If you already have documents on the way, we have made arrangements to procure that mail for safe keeping until we can revisit normal physical operations.

How do I get paper documents/checks to VNFA if you’re closed?
Currently, VNFA is receiving all regular and overnight mail deliveries. However, due to a possible lag in delivery time, it is better to send documents electronically (ideally via your secure eVault Client Portal – alternatively by fax and e-mail for documents that do not contain sensitive personal data).

We encourage you to use electronic transfers such as an existing moneylink, but checks can be received via regular or overnight mail delivery. If you are unsure of the best method in your particular situation, please give us a call so that we can guide you to a solution.

Will normal business hours continue or be adjusted?
Our team will continue to be at your service Monday through Friday from 8 a.m. to 4 p.m., as usual. Please understand that there may be a slight delay in the delivery and return of your messages as working remotely with our team and our service providers sometimes requires a few extra steps to ensure clarity and security.

Where do I find the latest news and insights available from VNFA in between The Weekly Commentary e-mails?
We have established a special landing page to collect our resources related to our clients’ interests and needs during the COVID-19 pandemic. The page is available from the banner on our home page or directly at valleynationalgroup.com/COVID-19-resources If you have a question or a specific topic you would like us to address, please submit your inquiry to us at FromOurTeam@valleynationalgroup.com.