Question 1

What is the INDOC and how long does it take?

Accepted Answer

The INDOC is your structured onboarding — a guided walk-through of your money, your goals, and the benefits you already earned. Most members finish the core INDOC in a single 30-minute consultation, then layer on products (mortgage, insurance, business) as they need them. There is no charge and no obligation to move forward.

Question 2

What documents should I have ready for my INDOC?

Accepted Answer

Have your DD-214 or current orders handy, plus a rough picture of your monthly income and recurring bills. That is enough to get started. If you are exploring a VA mortgage, your Certificate of Eligibility helps — but we can pull it for you during the consultation, so do not let a missing COE stop you from booking.

Question 3

Do I have to buy anything during the INDOC?

Accepted Answer

No. The INDOC is education first. You leave with a clear picture of where you stand and which benefits apply to you. If a product makes sense, your Personal Banker walks you through it — at your pace, with the numbers in front of you. Nothing is activated without your say-so.

Question 4

How do I set up direct deposit for my military or VA pay?

Accepted Answer

Grab your account and routing numbers from the member portal under Accounts, then enter them in myPay (for active duty / military pay) or on the VA's direct deposit page (for disability compensation). Deposits typically post the same day they are released. Your Personal Banker can confirm the numbers with you so nothing bounces.

Question 5

What is the 4-account chassis and why do you recommend it?

Accepted Answer

It is the foundation we build for most members: (1) a Personal Checking account as your anchor for direct deposit and your debit card, (2) a Reserve account holding three to six months of expenses for genuine emergencies, (3) a high-yield Growth account where surplus income accumulates, and (4) a fourth account tailored to your situation — often business checking or a mortgage escrow. The point is structure, not complexity.

Question 6

What does it cost to keep my accounts open?

Accepted Answer

There are no monthly maintenance fees when you maintain the recommended 4-account structure. We are a fintech platform, not a chartered bank — deposits are held at FDIC-insured partner institutions, and your Personal Banker walks you through any product-specific pricing up front, in plain language. No surprise fees buried in a statement.

Question 7

How do I get my Certificate of Eligibility (COE)?

Accepted Answer

Three ways: we can pull it directly from the VA during your consultation (about two minutes and we confirm it is correct), you can request it yourself through the VA's eBenefits portal, or you can mail VA Form 26-1880 to your regional VA Loan Center. Most members let us handle it so it is verified the same day.

Question 8

Why does BAH get grossed up, and how does that help me qualify?

Accepted Answer

BAH is non-taxable income. VA underwriting guidelines let lenders gross it up — typically to 125 percent — so it counts like taxable income in your debt-to-income calculation. If your BAH is $2,200 a month, the qualifying figure should be roughly $2,750. Plenty of lenders skip this step. We apply it on every file, and it can be the difference between qualifying and not.

Question 9

Am I exempt from the VA funding fee?

Accepted Answer

Veterans receiving VA disability compensation, certain surviving spouses, and some Purple Heart recipients are generally exempt from the VA funding fee — which can save several thousand dollars at closing. We check exemption status on every loan, because it is easy to miss and expensive to overlook.

Question 10

Can I use my VA home loan benefit more than once?

Accepted Answer

Yes. Your entitlement can be restored after you sell a home and pay off the prior VA loan, and you can often carry two VA loans at once if you have remaining entitlement — common during a PCS move. The math depends on your county loan limits and what you have used before, which is exactly the kind of thing your Personal Banker maps out for you.

Question 11

What is an IRRRL (VA Streamline Refinance)?

Accepted Answer

An Interest Rate Reduction Refinance Loan lets you refinance an existing VA loan to a lower rate with minimal paperwork — usually no new appraisal and no new income documentation. It exists to lower your payment, not to pull cash out. Run the numbers on the Refinance Break-Even calculator before you commit.

Question 12

What is a deployment gap in a homeowners policy?

Accepted Answer

Some standard homeowners policies limit or void coverage when a home sits vacant for an extended period — which can quietly happen during a deployment. We place coverage that accounts for military absences so you are not left exposed while you are away. If you are PCSing or deploying, tell your specialist before you leave.

Question 13

Can I keep my home and auto coverage when I PCS?

Accepted Answer

Usually yes, but rates and requirements change by state, so your policy should be reviewed before you move — not after a claim. We compare coverage across carriers in your new state and adjust your policies so there is no lapse during the transition.

Question 14

How do life insurance options compare to my SGLI / VGLI?

Accepted Answer

SGLI and VGLI are solid starting points, but coverage and cost can shift dramatically after you separate. A licensed specialist reviews your VGLI against private term and indexed universal life options so you can see, side by side, what you are paying and what you are actually covered for. No pressure — just the comparison.

Question 15

How is a VAB business loan different from an SBA 7(a) loan?

Accepted Answer

An SBA 7(a) loan is government-guaranteed, tends to carry longer terms and lower down payments, and involves more documentation. A conventional business loan can close faster with less paperwork but usually wants stronger cash flow or collateral. Your veteran business banker walks you through which fits your timeline and your books — and handles the SBA paperwork if that is the right call.

Question 16

What is the SBA Veterans Advantage / SDVOSB fee benefit?

Accepted Answer

Qualifying veteran-owned and service-disabled veteran-owned small businesses may see reduced or waived SBA guarantee fees on certain loan programs. The eligibility rules and current fee schedule change periodically, so your business banker confirms exactly what applies to your business before you file.

Question 17

How do I reset my member portal password?

Accepted Answer

On the member portal login screen, choose Forgot Password and follow the email link. If you have multi-factor authentication enabled, keep your authenticator app handy to confirm the change. Still locked out? Contact us and a real person on our team gets you back in.

Question 18

Why don't I see all of my accounts in the portal yet?

Accepted Answer

New accounts and externally linked accounts can take a short while to appear after they are opened or connected. If an account is still missing after a business day, it usually means a linking step is pending — reach out and we will finish connecting it for you.

Question 19

Which calculator should I start with?

Accepted Answer

If you are buying, start with the VA Loan Payment calculator to see your full PITI, then check Home Affordability to size your price range. If you are refinancing, the Refinance Break-Even tool tells you when the savings outrun the closing costs. Every tool is free and lives in the calculators hub — no login required.

Question 20

Are the calculator results a loan offer?

Accepted Answer

No. The calculators are planning tools — they give you realistic estimates so you walk into a conversation already knowing the numbers. Your actual rate and terms depend on a full review with your Personal Banker. Think of the tools as the homework you do before anyone pulls your credit.

Question 21

Who is eligible to become a member?

Accepted Answer

Veterans, active duty, National Guard, Reserve members, and their immediate families — including spouses and dependents — are all eligible. You do not have to have served personally; a military family member qualifies. Your DD-214 or current orders serve as your credential.

Question 22

Does it cost anything to join?

Accepted Answer

Creating an account and getting matched with a Personal Banker is free, and there is no credit check just to join. Individual products carry their own pricing, which is always explained before anything is opened. The goal is to make the concierge banking experience reach you without a price of admission.

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