On August 19, 2025, we will be discontinuing the Toni the Teller phone service. As part of our commitment to providing exceptional service for our members, McCoy's virtual assistant, Joy, will be taking over to ensure you have access to your account information 24 hours a day, 7 days a week. To help with this transition, we have put together a list of some of the most frequently asked questions for Joy's services.
Why is McCoy using Joy instead of Toni the Teller?
Our goal is always to provide our members with exceptional service. Toni the Teller is an unsupported, outdated system that may stop working at any time. For that reason, we have been training Joy to do everything that Toni can do and more. Joy is also constantly learning, so we can provide new experiences for you on an ongoing basis.
Please note that with Joy’s help, we can assist you quickly and efficiently at a time that works best for you. This service is available 24/7.
What can Joy do?
Joy can provide general information such as branch locations, ATM locations, hours of operation, McCoy's routing number and more. Additionally, Joy can provide guidance for utilizing myMcCoy Online Banking and send links for rates and online applications when appropriate. Joy also has some transactional experiences available such as balance inquiries, transaction history, loan payments, and money transfers between McCoy accounts.
How is Joy different than Toni the Teller?
With Joy’s improvements, you can check your account balance, review your transaction history, transfer funds internally, and more – faster and easier – all without having to navigate a menu tree like the one utilized with Toni the Teller.
The biggest difference between Toni the Teller and Joy is that Joy does not use a PIN for you to access your account information. Instead, Joy will ask you to verify your full SSN and account number for all account-related inquiries. If further authentication is required, Joy will send a text message with a one-time passcode to your mobile phone number.
We understand there may be some reluctance to share information like SSN and account number with an automated service. However, please keep in mind that Joy is using this information to verify your identity in the same way that our Call Center team would. If you are calling McCoy at 407-855-5452 and utilizing Joy’s virtual assistant services, your information is never stored. Please do not share sensitive personal or account information in response to emails, text messages, or phone calls that you were not expecting.
What if I don’t know my account number?
You can access your account number through myMcCoy Online Banking. Once logged in, click on the account tile then select Details & Settings. The Base Account Number is what Joy needs.
How does Joy work if there isn’t a menu?
All you have to do is tell Joy why you’re calling. Need to check your balance? Say “check balance” or “Can you help me check the balance on my account?” Looking for your transaction history? Say “transaction history” or “I need to see my most recent transactions.” Joy can understand both long and short inquiries, so feel free to talk to her the way you would talk to us.
Additionally, Joy can handle multiple inquiries in one phone call, so there is no need to hang up and call back if you have several questions. Simply continue the conversation until you have everything you need.
What languages does Joy respond to?
Joy responds in both English and Spanish. If you would like to speak with Joy in Spanish, you can begin speaking in Spanish at any time or say “Spanish”.
Are my transactions with Joy secure?
Yes! All interactions with Joy utilize the latest encryption technology and your information is never stored. For account-related inquiries, Joy verifies your identity the same way our Call Center team does.
Can I still speak with a human?
We’re always here for you if you have a question that Joy is unable to answer. Say “representative” and you will be transferred to a McCoy team member during regular business hours.
