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