Dear Member,
For the health and safety of our members and employees, the Empower Federal Credit Union Annual Meeting has been postponed. We are continually monitoring updates from the Centers for Disease Control and Prevention and health guidelines from both State and National governmental agencies regarding the pandemic and we will reschedule the meeting when conditions allow. Once a new date has been determined, we will share that information with you.
To help prevent the spread of the coronavirus disease (COVID-19), we have been serving members exclusively through the drive-thru teller lanes, call center, mail, night drop, and online message center. We encourage you to use our online and mobile banking services, including the app. With these tools, you can manage your accounts and complete transactions such as mobile check deposits, loan payments, bill payments, internal and external transfers and applying for a loan.
We are working diligently to minimize your drive-thru wait time. We are performing transactions that are not typically done at the drive-thru to accommodate our members, so there may be extended wait times. To make sure your experience at our drive-thru lanes goes smoothly, please have checks signed before reaching the window for service, instructions written out (including account number), and needed paperwork and ID ready for when it is your turn.
For your safety, no walk-up service is available at the drive-thru lanes. If you do not have a vehicle, contact us to discuss your options, one of which is our night drop service. Our representatives are available 7:30 am to 6:00 pm Monday through Friday and Saturday 9:00 am to 1:00 pm to answer your questions. Our website is another great source of information and is continually updated. It is important to reference https://www.empowerfcu.com to receive the most up-to-date information.
Finally, I’d like to remind you to be particularly careful to protect yourself from criminals who are using these troubling times to conduct fraud. Stimulus payments, financial hardship and an inability to come into a branch to talk to us directly are all factors that fraudsters may use to try to take advantage of you. Always remember that if you receive an email, text message or phone call that looks or sounds like it is from Empower, but you were not expecting it, you should not answer any questions and not reply. Instead, call the credit union directly at 315.477.2200 or 800.462.5000 to explain what communication you received and verify its authenticity. You can also visit our website for more information on common scams and how to protect yourself.
Thank you for your support and cooperation as we continue to make decisions based on the safety and well-being of the communities we serve.
We wish all the best to you and your family.
Sincerely,
John Wakefield, President/CEO
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Dear Member,
As an update to our efforts to serve you, we have added branch employees to our call center operations to handle the increase in call volume that we have experienced since Friday’s closure of our branch lobbies. Even though call volumes have increased, wait times continue to be reduced as more employees become available to answer member calls. Thank you for your patience.
Branch employees have been split into two shifts. While one shift manages drive-thru service at each applicable branch location, the second shift is being outfitted to take care of member calls and emails. We will rotate shifts on a regular schedule until health officials and the Governor inform us it is safe to return to normal operations. For employee safety purposes, almost all applicable employees will have the capability to work from home by next week.
Regarding call center assistance and loan applications by phone, our representatives are available normal hours 7:30 am to 6:00 pm Monday through Friday and Saturday 9:00 am to 1:00 pm. The number to call is either 315.477.2200 or toll free at 800.462.5000. In addition to our home banking, mobile app, call center and drive-thru services, we offer more than 55,000 surcharge-free Allpoint ATMs including Empower ATMs that are also free for members to use.
For members facing potential hardships, please contact our call center representatives to help you through these challenging times. Empower has always been available during past economic difficulties to help members in need through loan payment deferrals, fee waivers and loan assistance. As a financial institution, Empower is even stronger today than in the past to help members in need.
Finally, based upon urgent community needs, we have allocated all of our upcoming paid television and billboard advertising to the Food Bank of Central New York. If you would like to donate or need services from the Food Bank, please contact them directly as instructed below.
Thank you for being a member and stay safe!
John Wakefield, President/CEO
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Food Bank of Central New York works with a network of partner agencies—food pantries, soup kitchens, and emergency shelters—to distribute food to individuals and families in need. During this unprecedented crisis, we ask you to take every precaution to stay at home.
However, if you need emergency food assistance, please call the Food Bank at 315-437-1899 for a referral to one of our partner agencies. If you want to support our work, please visit us at www.foodbankcny.org.
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Dear Member,
For the health and safety of our members and employees, Empower Federal Credit Union is temporarily adapting how we handle branch transactions. We have been monitoring, like you, updates from the Centers for Disease Control and Prevention (CDC) and health guidelines from both State and National governmental agencies regarding the pandemic.
To help prevent the spread of the coronavirus disease (COVID-19), we will serve members exclusively through our drive-thru teller lines beginning at the start of business on Friday, March 20th, 2020. Branches without drive-thru capabilities will be closed temporarily (Canandaigua VA and National Grid branches will close on Monday, March 23rd). Branch hours will remain the same and information is provided on our website for each branch. Branch lobby access will be made available by appointment only for limited services and instructions will be made available shortly.
Online and mobile banking services are available 24/7 either through our website or by downloading the Empower app in the Apple® App Store or Google Play™. Through the app, you can manage your accounts and complete transactions such as mobile check deposits, loan payments, bill payments, internal and external transfers and applying for a loan.
Regarding call center and loan applications by phone, our representatives are available normal hours 7:30 am to 6:00 pm Monday through Friday and Saturday 9:00 am to 1:00 pm. The number to call is either 315.477.2200 or toll free at 800.462.5000. In addition to our digital and call center services, we offer more than 55,000 surcharge-free Allpoint ATMs. And multiple Empower stand-alone ATMs are also free to members.
For members facing potential hardships, please contact our lending associates to help you through these difficult times. Empower has always been available during past economic difficulties to help members in need through loan payment deferrals, fee waivers and loan assistance. As a financial institution, Empower is even stronger today than in the past to help those members in need.
Thank you for your support and cooperation as we continue to make decisions based on the safety and well-being of the communities we serve. Please bear with us as we make the transition internally to remote service as almost all non-branch staff will be working securely and safely from home by this weekend.
Finally, be aware of scams regarding the pandemic as cybercriminals will be active during this time of uncertainty. We also encourage you to be mindful of your surroundings when in public, and we will continue to share additional information as it becomes available at https://www.empowerfcu.com/security. For more information regarding the virus pandemic itself, please refer to the cdc.gov website at https://www.cdc.gov/coronavirus/2019-ncov/.
We wish all the best to you and your family.
Sincerely,
John Wakefield, President/CEO
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Dear Valued Member,
Members and Employees are our top priority at Empower FCU! We want to take a moment and share some measures we are taking to address the Coronavirus COVID-19 Pandemic:
- Empower is open for business! Staff safety, member safety, and availability of services remain our top priorities.
- Business Continuity Planning is a part of daily life at Empower FCU. Our remote services are regularly tested, and we are making every effort to serve you no matter what happens.
- We have implemented a temporary policy of “Handshakes on Hold, Smiles Unlimited,” and we hope our “Service with a Smile” is more noticeable than ever.
- We are regularly utilizing disinfecting wipes and hand sanitizer in all branch locations.
- CDC and State Health organizations regarding best practices on handwashing, especially after handling cash and documents, have been reiterated.
- We have asked our cleaning vendor to intensify their nightly disinfecting protocol at all Empower locations.
During this time, we strongly encourage you to make use of our 24-hour ePhone and online banking systems for your financial needs to help support the CDC recommendations regarding social distancing. As always, through online banking and/or the Empower mobile app you can access your accounts to check balances, make payments, perform transfers, view transactions, and deposit checks.
Representatives in our call center will continue to be available to answer your questions, address your concerns, and assist you regarding your financial needs.
We are aware that many of our members may be facing financial concerns and uncertainties as the COVID-19 situation develops. Empower FCU is here to help, and we encourage members who may be impacted to reach out to discuss how we might be of assistance.
As always, the health, safety, and well-being of our members, our staff, and our community is of paramount concern. We will continue to monitor this quickly evolving situation closely.
Sincerely,
John Wakefield, President/CEO