How FiCEP-certified counselors are delivering financial empowerment

When Team One Credit Union set out to strengthen member relationships, it didn't just train a few employees-it upskilled its entire front line through FiCEP certification. That culture shift laid the groundwork for a hands-on Financial Empowerment Program that's already changing lives.

At Team One Credit Union, based in the Saginaw, Michigan area, staff members don't just serve-they support, advise, and advocate. The organization's commitment to relationship-building deepened in 2024, when the credit union invested in FiCEP (Financial Counseling Certification Program) training—through which employees earn the Credit Union Certified Financial Counselor (CCUFC) designation—for nearly every frontline team member.

The goal: to make financial guidance a core part of member interactions and available to every person who walks through their doors.

"We were great at member service, but not as great at building relationships," said Aileen Simons, director of member advocacy. "FiCEP was the perfect way to skill everyone up and create consistency across our organization."

Over the course of a year, Team One trained and certified 94 employees, Training was available to part-time relationship specialists to collections staff, managers, and vice presidents. The result wasn't just about building skills and knowledge. It was about building confidence and capabilities across the board.

Certified financial counselors offering personalized support

By the time certification was complete, Team One was ready to do more than provide advice at the counter. In May 2025, the credit union launched its own Financial Empowerment Program. The program includes one-on-one counseling built around FiCEP's core principles.

The format of the program is simple but impactful. Each member receives a pre-counseling checklist and meets with a certified empowerment specialist for a one-hour deep dive into income, expenses, goals, and habits. Within a few days, the specialist creates at least two action plans-one that includes possible lending solutions and one that doesn't.

"Not everyone qualifies for loans," Simons said. "So maybe another action plan could be, how do you work through a debt snowball? That could mean helping with insurance quotes, switching to a lower-cost phone plan, or using the debt snowball method to pay off loans faster."

As of mid-July, Team One had conducted about 10 appointments and enrolled several members in the Financial Empowerment Program. Twenty-five dedicated empowerment specialists across all 10 branches and several virtual counselors are leading these sessions. Frontline staff also earn incentives for identifying members in need and encouraging them to participate.

Debt management, budgeting, and a member success story

For Timothy, a Team One member who came in after receiving a program announcement by email, the support was life-changing. Living on a fixed income and using credit cards to stay afloat, he arrived with a stack of bills and an open mind. His counselor helped him:

• Cancel an unnecessary title lock policy, saving $20 per month
• Switch phone carriers, saving another $20 per month
• Find a cheaper homeowners insurance plan and reduce his policy payment by half
• Refinance high-interest credit card debt into a Team One credit card at 11.9%, saving $116 in monthly payments

At one point, Timothy became emotional when he learned his new card had been approved. "When I told him that he was approved and that his interest rate was 11.9%, he burst into tears. He never thought he would qualify for such a low interest rate," his counselor shared. "Tim said we have changed his life, and he is beyond thankful to us."

By using a mix of budgeting support, product solutions, and empathy, Team One staff helped Timothy go from financial crisis to stability. Follow-up calls have confirmed that he's kept up the progress and is excited to build savings once the retail installment loans he had previously used for purchases are fully paid off.

A financial wellness program with long-term community impact

While still in its early stages, the Financial Empowerment Program is already proving effective and popular. Team One's internal training workshops reinforce the importance of judgment-free listening, goal setting, and ongoing follow-through, like member check-ins, surveys, and even personal notes tied to life milestones.

Staff buy-in has also been high. Empowerment specialists receive performance incentives for creating action plans, while all other employees are trained to listen for key referral cues like frequent overdrafts or major life changes.

According to Simons, "The most spectacular part of the program so far is that our staff are excited to refer members. They're seeing the impact, and they want to be part of it."

The long-term goal is broader community outreach, including financial education in schools and deeper involvement across historically marginalized populations.

"I truly feel like this is something that could help not only our members, but our community," Simons said.

For now, Team One is building something powerful: an internal culture where caring is innate, financial health is prioritized, and every staff member is empowered to make a difference.

Learn more about the Financial Counseling Certification Program (FiCEP) and see how other credit unions are leveraging this program to make a difference from Texas to Colorado.