STAR Assist


Support Made Simple with STAR Assist

STAR Assist is your always-on connection to smarter, more personalized support, designed to meet you wherever you are. Whether you're browsing our website, using the STAR Mobile App, or visiting an Orbi Banking Center, help is just a tap or click away. With intuitive tools, real-time assistance, and secure self-service options, you’re in control of how and when you get support. It’s all part of our commitment to making banking easier, more accessible, and built around you.















Let's Connect. . .Your Way

At STAR Financial Bank, we know that great support should feel effortless and fit the way you live. That’s why we created STAR Assist, your direct line to real-time help, right when you need it. Just click the “Let’s talk” bubble in the bottom right corner of your screen to start a secure, personalized experience. Whether you prefer chat, phone, video, or audio, you’re in control. And if you’d rather find answers on your own, our smart self-service tools are always ready. It’s support that’s simple, flexible, and built around you.

 

Video

Want a more personal connection without being on camera? With STAR Assist, you can connect with our team through one-way video, so you can see us, follow along visually, and get guided support, all while maintaining your privacy. It’s a face-to-face experience that puts you in control, combining the warmth of human interaction with the comfort and convenience of digital banking.



Audio

Sometimes it’s just easier to say it out loud. With STAR Assist, you can use your computer’s microphone to speak directly with a STAR representative, no phone required. It’s a seamless voice experience that lets you multitask while getting the support you need, all in real time. Whether you're at home, at work, or on the go, we’re here to help, your way.

Chat

For the texter in all of us, chat is the quickest way to get answers. Whether you’re at work, in a quiet space, or just prefer typing, our chat option lets you connect instantly with a knowledgeable team member, no voice required.



Phone

If a traditional phone call feels right, STAR Assist makes it easy. Just enter your number, and we’ll call you. No waiting, no hassle. It’s perfect for when you’re on the move or simply prefer the comfort of a familiar voice. Or, you can always reach out directly by calling 1-800-395-STAR (7827), where Penny, our friendly virtual assistant, is ready to guide you through a variety of requests with ease and efficiency.

Meet Penny, Your Personal Digital Assistant

Penny is your friendly phone call assistant, here to make support simple, secure, and personalized. Whether you’re checking your account, applying for a loan, or just have a quick question, Penny is available 24/7 to guide you through the process. She’s smart, approachable, and ready to connect you with the right answers, or transfer you to a live representative when needed. With Penny, getting help is just a call away.










Simply call us at 1-800-395-STAR (7827) and Penny will answer. She’s ready to assist you with a variety of requests!

Penny can instantly answer questions about:

  • Bank address, routing number, SWIFT code, wire transfers
  • Online banking access and login
  • ATM and branch locations
  • Deposit and loan products
  • Direct deposit and overdraft setup
  • Account opening and required documents
  • Interest rates and check holds
  • Stop payments and Orbi services
  • Travel notifications
  • Most interactions with Penny are completed in under 3 minutes.
  • Most calls are answered within 15 seconds.
  • Intelligent routing and callback reduce time to identify and solve problems.
  • Option to request a callback instead of waiting on hold.
  • Penny gathers the right information to connect you to the correct department, no need for multiple transfers.
  • Smooth transitions from automated to human support for complex issues like login errors, card activation, loan questions, and account updates.
Just say your question and Penny will jump in to help! She responds best to short, clear phrases. One question at a time works best. You can ask things like, “How do I check my loan status?” or “Where can I apply online?” and Penny will guide you to the right place. Keep in mind, Penny is an automated assistant, not a live person. But if she can’t answer your question, she’ll connect you with a STAR employee during business hours.
Absolutely! Penny is constantly learning and improving. Our team is always working behind the scenes to expand her capabilities, add new features, and make her even more helpful. As we grow, so will Penny, so you can expect her to answer more questions and assist with even more tasks in the future.