Mobile Web Banking. Configuration and Features INTRODUCTION CONTENTS ACTIVATION 3 FEATURES LIST 4 CUSTOM BRANDING FOR MOBILE WEB BANKING 5

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1 Mobile Web Banking Configuration and Features INTRODUCTION Mobile Web Banking is an automatic redirect from the standard It's Me 247 website if a member is using a mobile device. Mobile Web Banking has a similar feature set as It's Me 247, but with views optimized for web browsers on mobile devices. This service is provided free of charge to all credit unions. Mobile Web Banking is the banking side of the FREE CU*Answers Mobile App (as well as third-party Mobile Apps that use a wrapper around Mobile Web Banking, so these features are also used with members using Mobile App products. CONTENTS ACTIVATION 3 BY THE CLIENT SERVICES DEPARTMENT 3 FEATURES LIST 4 WHAT CAN A MEMBER DO IN MOBILE WEB BANKING? 4 CUSTOM BRANDING FOR MOBILE WEB BANKING 5 LOGGING IN FOR THE FIRST TIME 6 STANDARD LOGIN SCREENS 10 MY ACCOUNTS 12 TRANSFER FUNDS 22 PAY BILLS 23 BENEFITS OF USING IT S ME 247 BILL PAY (PAYVERIS) 23 IT S ME 247 BILL PAY (FISERV AND IPAY) BILL PAY FEATURES 31 APPLY FOR A LOAN 34 OPEN NEW ACCOUNTS 38 Revision date: Tuesday, November 16, 2017 For an updated copy of this booklet, check out the Reference Materials page of our website: CU*BASE is a registered trademark of CU*Answers, Inc.

2 MY DOCUMENTS 39 TEXT BANKING FEATURES 40 INFO CENTER FEATURES 41 SECURITY FEATURES 47 DEVICE COMPATIBILITY FEATURE 49 CONTACT US FEATURE 50 PIB CONTROLLED FEATURES FOR MOBILE WEB 51 REPORTING 52 VIEW USAGE STATISTICS VIA ARU/ONLINE BANKING STATS DASHBOARD 52 AUDIT MEMBER ACCESS ON THE LOGIN HISTORY PAGE 54 MOBILE-FRIENDLY CREDIT UNION WEBSITE 55 2 Mobile Web Banking

3 ACTIVATION BY THE CLIENT SERVICES DEPARTMENT A Client Service Representative will need to activate your credit union for Mobile Web Banking by checking the mobile banking box on the first screen of the Credit Union Master Profile (OPER #10 #3 CU Master Profile (CUMSTRPF)). Once this box is checked, members will be able to use Mobile Web Banking on their phone when they click on the It s Me 247 logo on the credit union s website. It is recommended that your credit union have a website designed for a phone browser, so that accessing this logo is easy for the member. Additionally, the CSR will need to ensure your credit union indemnification agreement date is January 27, 2010 or later. This version contains wording about mobile banking and by accepting this new agreement, the member also indemnifies the use of Mobile Web Banking with their online account. (CU*BASE reviews the date the member accepted the agreement and presents a new agreement if the member s date is earlier than the credit union date.) Credit Unions can review their Online Banking Use Agreement date by accessing a view-only version of the configuration via Tool #140 ARU/Online Banking Controls Inquiry. Refer to the Strategies for Securing and Controlling Member Access to It s Me 247, available on the It s Me 247 Reference Page for the complete Online Banking Use Agreement. Mobile Web Banking 3

4 FEATURES LIST WHAT CAN A MEMBER DO IN MOBILE WEB BANKING? Members can perform the following tasks while in Mobile Web Banking: Check account balances of savings, checking, certificate, credit card and loan accounts (both available and current balances). View transaction history for these accounts. View funds on hold for savings and checking accounts View pending authorizations for credit cards (if they exist) Transfer funds to other accounts, including to and from accounts with the CU*BASE Account to Account (A2A) relationship View if a check has cleared (cancelled checks) View pending ACH transactions (if they exist) (available under My Accounts ) Pay bills View online banking messages Update their personal information, such as address, address and code word View the credit union rate board Apply for a loan (submit a loan application) Open a new sub account - savings, checking or certificate account Jump to another membership they have with the credit union Set and change a username Set and change security questions Accept the It s Me 247 Use Agreement Accept the credit union PIB profile Contact the credit union for assistance View login history details Set and change their preferred contact preferences (such as or cell phone) and opt out of certain credit union communications View if features are compatible with their phone Use the I forgot my password feature Hide their challenge question answer using the Hide My Typing feature Request a different challenge question be presented at login View interest and dividend information Place a stop payment on a check Enroll in enotices Create a balance ealert or any other ealert Change the Certificate renewal options View account estatements (including credit card estatements) Bump the rate of a certificate to a higher rate Skip a payment on a qualifying loan Enroll in text banking and view text banking features once enrolled Deposit a check with Promise Deposits NOTE: Configurations and availability of features in Mobile Web Banking follow your It s Me 247 configuration settings. Different phones display Mobile Web Banking differently; the examples in this booklet are displayed in as it might appear on an Android phone. 4 Mobile Web Banking

5 CUSTOM BRANDING FOR MOBILE WEB BANKING You have many options to express your brand in It s Me 247 online banking and Mobile Web Banking. To change the theme of Mobile Web Banking, you must first select a custom theme for It s Me 247. Once you have approved your new color theme, this theme will become the default theme for your It s Me 247 Mobile Web. An It s Me 247 Mobile Web theme is selected by the credit union for all members. That is, all members will have the same color theme that the credit union chooses. Make sure you notify your membership prior to making this change. Pricing does apply. To learn more check out the Internet Retailer Support Center (IRSC) site devoted to the topic: Standard Theme Example of Custom Theme What you can customize in Mobile Web Banking includes: Logo Custom primary color Custom accent color Mobile Web Banking 5

6 LOGGING IN FOR THE FIRST TIME When you start a new member at your credit union, they can complete their initial enrollment in Mobile Web Banking. Following are the screens the member will walk through the first time they logon if they use Mobile Web Banking. Because this is the first-time login, the member enters their account number in the username field. Then the member clicks Next to advance. If the member later creates a username, they will enter the username instead of the account number. Next the member is presented the Online Use Agreement. The member clicks I accept to advance. For the full Online Banking Use Agreement text, refer to the Appendix of the It s Me 247 Securing and Controlling Member Access booklet, available under S on the It s Me 247 Reference page or enter Online Banking Use Agreement in the CU*Answers website Google search. 6 Mobile Web Banking

7 This credit union requires usernames so the member is asked to set up one during the login process. The member enters the username and clicks Update My Information to advance. Your credit union can elect to not require that the member create a username. In this case this step will be skipped and the member will have the option to set up a username at a later time. The member enters the temporary password and then enters their desired password twice. The member clicks Change My Password to advance. This credit union requires complex passwords so the member sees text that explains these requirements. Mobile Web Banking 7

8 The member enters answers to three security questions. For the third question, the member is given the option to compose their own question. The member clicks Save My Questions to advance. Each time the member logs in, they must answer a security question. If the member uses the online I forgot my password feature they must answer all three security questions. If your credit uses the Personal Internet Branch (PIB) for multi-layer security, the member will next accept the PIB profile message. This credit union has a default PIB profile so the member accepts this to advance. Learn more about PIB on page Mobile Web Banking

9 The member will then come to the main screen. From this screen the member can access all of the mobile banking features, which are covered in the rest of the booklet. The standard login screens are covered in the next section of this booklet. Mobile Web Banking 9

10 STANDARD LOGIN SCREENS After the first time the member logs in they are presented the standard login screens. On the first login screen, the member enters their username and clicks Next. If the member does not have a username, the member enters their account number. If the member clicks Click here for Standard Login they will be directed to the login page for the desktop version of It s Me 247. NOTE: Because phones can vary, all features of desktop It s Me 247 are not warranted on mobile devices. For best results, use a computer with desktop It s Me 247. On the second login screen the member enters their password and answers the challenge question. The member can view the typed answer as asterisks by checking Hide my typing. The member clicks Login to complete the login process. If the member forgets the answer to the security question, the member clicks Change question to be presented with another question. If the member forgets their password, the member clicks I forgot my password to use the online password-reset tool. The member must answer all three security questions to reset their password. 10 Mobile Web Banking

11 As with the first-time login, the member is presented with the screen shown to the left. Each of the areas with the plus symbol can be expanded to show additional items. This allows the entry screen to be small and compact but allows Mobile Web Banking to include an extensive set of features. Sections further in this booklet show examples of the extensive features available in Mobile Web Banking. Find a complete list on page 4. Mobile Web Banking 11

12 MY ACCOUNTS When the member clicks My Accounts they access features related to accounts. These are covered in this section of the booklet. NOTE: One feature that is not shown here is the Pending ACH Transactions feature which is shown only if the member has a pending ACH. The subsequent screen is included in this section. Savings/Checking If the member selects Savings/Checking on the My Accounts section, the member can then select from the savings or checking accounts on the membership. Selecting one of these accounts allows them to view the most recent transaction history of the selected account. (Loans and Certificate accounts are selected under a different header.) 12 Mobile Web Banking

13 My Other Memberships If the member is set up with the ability to access another membership, the member will see My Other Memberships on the home page. They select this option to switch (jump) to another account on which they are primary or joint without the need to separately log into that account. NOTE: The relationship to the other account must first be set up in CU*BASE. On the first screen they are presented the other accounts that they can jump to. After selecting one on the list, the top of the screen clearly states that they are a signed on as a guest to that account. For more details on the Jump feature, refer to the See/Jump Controls booklet posted under S on the CU*BASE Reference page or enter See/Jump in the CU*Answers website Google search. View Cleared Checks The member selects View Cancelled Checks in the My Accounts section. From there they can enter a check number to see if it has cleared or view all cleared checks. By clicking the Check Front and Check Back buttons, members can view a small graphic of both sides of the check. Mobile Web Banking 13

14 Check Skip Payment The member selects Check Stop Payment on the My Accounts section to place a stop payment on a check. The first screen allows them to enter the check or check range. The second screen displays any fees should the credit union charge for this feature. The final screen confirms the stop pay has been place. If your credit union does not allow members to place a stop payment in It s Me 247, this feature will also not be available to your members in Mobile Web Banking. 14 Mobile Web Banking

15 View Dividend and Interest Details The member selects Dividend/Interest Summary on the My Accounts section to view dividends and interest for the current and previous year. After this information, they will view information on any account closed in the previous year and the previous year s IRS information. Pending ACH Transactions Members will also be presented a separate option to view their pending ACH transactions when pending transactions are available. Mobile Web Banking 15

16 Certificates If the member selects Certificates on the My Accounts section, the member can then select from the Certificate accounts on the membership. In the Certificate detail, the member can elect to change the renewal options if allowed. See page 18 for more details. If allowed, they can also bump their rate to a better interest rate. See page 19 for more details. 16 Mobile Web Banking

17 Loans If the member selects Loans or Credit Cards on the My Accounts section, the member can then select from these types of accounts on the membership. If allowed, they can skip a payment by clicking the Skip-A-Pay button. See page 20 for more details. If a loan payment is due, they can click Pay Now and they will advance to the Transfer area to make a payment. Mobile Web Banking 17

18 Change Certificate Renewal Options Within the Certificate detail screen, members can elect to change their Certificate renewal options. Examples for the steps for completing this process are shown to the left. If members are not allowed to elect to change their certificate renewal options in It s Me 247, they will not be able to do this in Mobile Web Banking either. 18 Mobile Web Banking

19 Bump Certificate Rate to Higher Rate Within the Certificate detail screen, members can elect to bump their rate to a better rate, when one becomes available and if allowed by the Certificate product. Examples for the steps for completing this process are shown to the left. For more information on the Bump Rate Certificate feature, refer to the Bump Rate Certificate booklet posted under B on the CU*BASE Reference page or enter Bump Rate Certificate in the CU*Answers website Google search. Mobile Web Banking 19

20 Skip Payment on Qualifying Loan Members can elect to skip a payment on a loan if configured. Similar to It s Me 247, the member will see a SP in the summary listing indicating this is a loan that qualifies for a skip. From the detail they will see a Skip-A- Pay button to click to view the details of the skip pay program including fees they will be charged. Once the member clicks the Submit button, they will be notified that their skip has been processed and their loan payment due date has been advanced. For more information on the Consumer Skip Pay feature, refer to the Skip Pay for Consumer Loans booklet posted under S on the CU*BASE Reference page or enter Skip Pay in the CU*Answers website Google search. 20 Mobile Web Banking

21 Promise Deposits Promise Deposits are an It s Me 247 honor system feature that allows members to make remote deposits of checks via online and mobile web banking tools. Promise Deposits are an It s Me 247 honor system feature that allows members to make remote deposits of checks via standard and Mobile Web banking. Once you activate it, members will see Promise Deposits in the My Accounts section. After enrolling, members can use the feature to enter details about their deposit. Then the member follows up by bringing or sending their check to the credit union. Mobile Web Banking 21

22 TRANSFER FUNDS The Pay and Transfer section allows the member to transfer funds between sub accounts as well as to other memberships and financial institutions according to policies set by your credit union. This will follow the same rules that you set for It s Me 247 online banking. The Quick Transfer selection will cover the majority of members wanting to schedule transfers that are Right Away. Members who want to create an Automated Funds Transfer (AFT) to pay regularly will use the Schedule New Transfer options to set up payments using a frequency offered by your credit union. Once the AFT is scheduled, it can be viewed, edited and deleted using the Scheduled Transfers List option. If allowed by your credit union, members can make transfers on their phone to a loan at another credit union or any other external account using the CU*BASE Account-to-Account (A2A) feature. 22 Mobile Web Banking

23 PAY BILLS BENEFITS OF USING IT S ME 247 BILL PAY (PAYVERIS) Simply put, your member will have more features if your credit union uses It s Me 247 Bill Pay (Payveris) as your bill pay solution. Enrollment in bill pay: With the It s Me 247 Bill Pay (Payveris) solution, your member can enroll directly on their phone. If your credit union uses It s Me 247 Bill Pay (ipay) or It s Me 247 Bill Pay (Fiserv), your members will need to enroll via the main It s Me 247 website. Adding payees and managing payees: With the It s Me 247 Bill Pay (Payveris) solution and Mobile Web Banking, members can manage their payees, including adding payees. This is not available in the mobile solution for the other bill pay providers. Person to Person transactions: This feature is only available to credit unions using the It s Me 247 Bill Pay (Payveris) solution. Additional features: Additional Mobile Web Banking features are available with the It s Me 247 Bill Pay (Payveris) solution that are not available for other solutions. Refer to the following section for more details. Accessing It s Me 247 Bill Pay (Payveris) Pay & Transfer appears for every member who logs into mobile web. When they click the Pay Bills, option, they are either prompted to enroll in bill pay (see following section) or they are presented the Welcome to Bill Pay screen. This expanded view is what the member will see if your credit union offers Pay Anyone for Person to Person (P2P) transfers. (This member also has a bill pay notification.) This view shows all the options the member may see. Mobile Web Banking 23

24 Enrollment/Unenrollment Members who are not yet enrolled will be directed to the enrollment screen when they click on Pay Bills on the Mobile Banking Home screen. They view the text configured by your credit union, confirm their address and select a primary funding account. On the next screen the member clicks Sign me up! to finalize their enrollment. As with enrollment in standard banking, the member will receive a confirmation message and will continue to add their first payee. Unenrollment To unenroll, the member must select Settings on the Welcome to Bill Pay screen and then clicks the Unenroll button. 24 Mobile Web Banking

25 Add Payees To add a payee, the member must select Add Payee on the Welcome to Bill Pay screen. To the left are the screens the member uses when adding an electronic payee and a check payee. Mobile Web Banking 25

26 View, Edit or Delete Payee To view a payee, the member selects View Payee from the Welcome to Bill Pay screen. From there the member can select the arrow to edit the payee or to delete the payee. A confirmation will be provided for the deletion. NOTE: The member cannot delete a payee if there are any pending payments for the payee. Pay a Bill Following are the screens the member uses to pay a bill in mobile banking. Additional screens are on the next page. From the Welcome to Bill Pay screen the member selects Make a Payment. This walks them through the bill payment screens. This process is similar to the screens the member views in It s Me Mobile Web Banking

27 View/Edit/Delete Pending Payments From the Welcome to Bill Pay screen the member selects Pending Payments. From the Welcome to Bill Pay screen the member selects Pending Payments. From there the member clicks the arrow to move to the screen where they can edit or delete the payment. Mobile Web Banking 27

28 View History From the Welcome to Bill Pay screen the member selects Payment History. Notifications Members enrolled in bill pay can receive special bill pay notifications. To learn more refer to the It s Me247 Bill Pay (Payveris) Product Overview and User Guide.] From the Mobile Banking Entry screen select Bill Pay Notifications. 28 Mobile Web Banking

29 ebills Members set up ebills by selecting View Payees on the Welcome to Bill Pay screen. They click the arrow next to the payee to edit it and click the Click here to set up as ebill button. Once the payee is set up for ebills, the member views notifications in several areas including the first screen they use to pay a bill (available in the drop-down menu under My ebills) and on the screen where they edit ebills. Members unenroll from ebills by selecting View Payees on the Welcome to Bill Pay screen. They click the arrow next to the payee to edit it and click the Stop ebill button. Mobile Web Banking 29

30 Pay Anyone A P2P payment is made in the Pay Anyone section of It s Me 247 or mobile banking and is only available if your credit union uses the It s Me 247 Bill Pay (Payveris) solution. Using this feature, a member can send a payment to an individual via or text message. A security question is sent with the message. (An answer is entered by the member when setting up the payment, but this information is not sent with the message and must be separately relayed to the recipient.) For more information on the Pay Anyone feature, refer to the It s Me 247 Bill Pay (Payveris) Product Overview and User Guide. Following are the screens the member uses to make a P2P payment in mobile web banking. From the Mobile Banking Entry screen, the member selects, Pay Anyone. On the next screen they select Pay Someone. The next screen allows the member to enter the payment information. (The second image shows how to select a Transfer option. Then they click the Submit button to send the payment. 30 Mobile Web Banking

31 IT S ME 247 BILL PAY (FISERV AND IPAY) BILL PAY FEATURES Once the member selects Pay Bills, the member will be presented the entry bill pay screen. Following are the standard feature for bill pay for both It s Me 247 Bill Pay (Fiserv) and It s Me 247 Bill Pay (ipay): Schedule a new payment Manage an existing (pending) payment View payment history View existing payees After selecting the Pay Bills, members of credit unions who use It s Me 247 Bill Pay (ipay) will need to first accept a new Use Agreement presented by ipay. This will appear right on their phone before they move to the payment screen. The other vendors do not require a separate bill pay Use Agreement to use bill pay in Mobile Banking. Make a Payment It s Me 247 Bill Pay (ipay) It s Me 247 Bill Pay (Fiserv) To make a payment, the member selects Pay Bills on the Welcome to Bill Pay screen. Different views are shown according to vendor. If a member does not have any payees configured, the member will receive a message telling them to go to the full site to set up payees. Mobile Web Banking 31

32 After the member selects a payee and clicks Next, the member enters the amount and date of the payment and the account the funds will be drawn from. For It s Me 247 Bill Pay (ipay) If a member frequently makes payments of a certain amount at a certain time, It s Me 247 Bill Pay (ipay) will suggest that the member pays these payments on a regular schedule. This selection will show in the area below the regular Make a Payment area. For It s Me 247 Bill Pay (Fiserv) If the credit union has It s Me 247 Bill Pay (Fiserv), the member will also be able to select to pay an ebill. (This ebill selection will only appear if an ebill is available for payment.) View Payment History The member selects Payment History on the Welcome to Bill Pay screen to view their payment history listing. For It s Me 247 Bill Pay (Fiserv), 90 days of payment history is shown to a limit of 75 payments. For It s Me 247 Bill Pay (ipay), 90 days of payment history is shown. 32 Mobile Web Banking

33 View Active Payees The member selects Active Payees to view a listing of the payees they added in It s Me 247. NOTE: New payees must be created while in the full It s Me 247 website. Mobile Web Banking 33

34 APPLY FOR A LOAN Members can apply for a loan on their phone using loan application screens designed specifically for a mobile device. These screens have similar styling as the standard online banking loan application, but they fit into the size of a member s phone. Members access these loan application screens by first selecting Apply for Loans on the entry screen. From there they can access the rate board and select from the available loan products, which are identical to the products offered through It s Me 247. Members will then walk through screens similar to the ones they use in online banking to enter all pertinent information (even adding co-signers and selecting debt protection products). For products that appear in the rate board, but are not offered online, a message will inform the member that these cannot be opened via this channel just as is done in It s Me 247. Your loan officers will receive these loan requests in the loan queue in CU*BASE (Tool #2 Work/View Loan Application Status). They will appear with a 96 in the DC (Delivery Chanel) column, just as with applications submitted through It s Me Mobile Web Banking

35 Examples of Loan Application Screens Once the member selects Apply for Loans on the entry screen they move directly to the loan application screens. They can follow their process by looking at which button is shaded at the top of the page. While entering data in the loan application the member clicks Next to advance to the next screen. NOTE: Starting on the next page are samples of what member may see on their phone and covers the loan application process. They may change slightly as development continues. 1. The member enters information about the loan. 2. The member scrolls down the page to estimate the payment. 3. The member enters contact information. NOTE: The member can also select to add a coapplicant at the bottom of this page. (Optional) 4. If the member has selected to add a coapplicant, information about that person is entered in this screen. NOTE: This screen only appears if the member has selected to add a coapplicant. Mobile Web Banking 35

36 5. The member scrolls down the page and completes the entry of co-applicant information. 6. The member enters information about finances 7. The member authorizes the credit union to obtain a credit report and to process the loan application. 8. The member selects from the quoted payments. NOTE: This screen only appears if the member has selected to add a co-applicant. 36 Mobile Web Banking

37 9. The member receives notification that the loan application has been submitted. Your loan officers will receive these loan requests in the loan queue in CU*BASE (Tool #2 Work/View Loan Application Status). They will appear with a 96 in the DC (Delivery Chanel) column, just as with applications submitted through It s Me 247. Mobile Web Banking 37

38 OPEN NEW ACCOUNTS When members select New Accounts on the Welcome screen, they see the screen shown to the left. From there they can purchase certificates or savings or checking accounts. These rates are the same rates shown in It s Me 247. On the next screen, they select the product they want to open, for example your vacation savings product. In the following screens your member can select everything needed to open the sub account, even adding co-signers and overdraft protection accounts. At the end, they transfer funds into the new account and click Open. Their transaction is completed and their new sub account is ready for use. If the product appears on the rate board, but cannot be opened in It s Me 247, the member will see messaging that the product is Not Available Online. 38 Mobile Web Banking

39 MY DOCUMENTS Members see a My Documents selection on the Mobile Web Banking home page. From this selection they can view all statements including account statements, credit card statements, mortgage statements, and teller receipt analysis. (Credit unions with in-house edocument servers may have additional categories.) After selecting a date, a PDF will be downloaded (as presented by the phone) that the member to view as shown to the right. Members will not see My Documents while in Mobile App Banking; however. Unlike other Mobile Web Banking features, estatements are not available in the Mobile App at this time. This feature is not available to credit unions with an in-house vault who are not CU*Answers Imaging Solutions Release Managed Clients. Mobile Web Banking 39

40 TEXT BANKING FEATURES Mobile Text Banking Un-enrolled Mobile Text Banking Enrolled When an enrolled member clicks Text Banking they access features related to Mobile Text Banking. Once Mobile Text Banking is activated at your credit union, members will see Text Banking on the Home Page and will be able to enroll on their phone. Once they are enrolled, they will see additional features including seeing the commands they can use for texting, enrolled numbers and fees. To view all of the screens used to enroll in Mobile Text Banking in Mobile Web Banking and the features members can view once enrolled, refer to the Mobile Text Banking booklet. This booklet can be accessed here: 40 Mobile Web Banking

41 INFO CENTER FEATURES When the member clicks Info Center they access features related to information. These are covered in this section of the booklet. The number of unread online banking Message Center messages will be indicated next to Messages. This is covered in the next section. Messages The member selects Messages in the Info Center section to view their online banking messages. The member will see a list of messages and can select one to read the message (and delete it). Your credit union can use CU*BASE to send messages to members that show in the Message Center. Systemgenerated messages, such as password change messages, will also appear here. For more information about the system-generated messages the member will receive, refer to the Communication with Members booklet posted under C on the CU*BASE Reference page or enter Communication with Members in the CU*Answers website Google search. Mobile Web Banking 41

42 Personal Information The member selects Personal Information in the Info Center to change their address, physical address, or code word. The next screen allows them to either view their account details or use the Edit My Information button to make a change. Once the member clicks Update My Information the results are automatically synched with the system. If this feature is not allowed by your credit union in It s Me 247, it will also not be available in Mobile Web Banking. If your credit union requires credit union approval of personal address changes, the member will receive a messaging alerting them to this procedure, just as they would in It s Me 247 Change Password The member selects Change Password in the Info Center section to change their online banking password. The member types their current password and their new password twice and clicks Change My Password. If your member forgot their password, they can use the I forgot my password feature to reset it. This feature is accessed on the second login screen All password changes can be viewed by the member in the password change history. 42 Mobile Web Banking

43 Password Change History The member selects Password Change History in the Info Center section to view changes made to their password. Every time a member (or a credit union employee) changes the member s password, this is recorded in the Password Change History screen. Change Username The member selects Change Username in the Info Center section to view, create or change their username. To add or change a username, the member enters a new username and clicks Update My Information. Members can create a username to be used in place of their account number when logging into online banking. Credit unions can require that a member set up a username. Otherwise it is an optional feature. If the credit union activates required usernames and the member does not have a username, the member will be prompted to create a username the next time they login. For more comprehensive information about the required username feature, refer to the It s Me 247 Securing and Controlling Member Access booklet, available under S on the It s Me 247 Reference page or enter Securing and Controlling in the CU*Answers website Google search. Mobile Web Banking 43

44 Login History The member selects Login History in the Info Center section to view a history of the times their account was accessed. This is grouped by month. Once a month is selected, the member can view each individual line entry. Every entry shows the way the account was accessed. Standard Edition indicates access via the full It s Me 247 website. Mobile Edition indicates access via Mobile Web Banking. Contact Preferences The member selects Contact Preferences in the Info Center section to modify the way they would like to have the credit union contact them, for example or cell phone. The member makes a selection from a drop-down menu and clicks Save Preferences. The member can also use this area to opt out of credit union education and thirdparty communications using this page. If the member clicks Verify My Information, the member is moved to the Update Personal Information page where they can confirm the contact information on the account is accurate. This page is covered on page 42 in booklet. If the member clicks My Credit Union, an is created to your credit union address (which is configured in CU*BASE). 44 Mobile Web Banking

45 Security Question Answers The member selects Security Question Answers in the Info Center section to update the answers to their security questions and also to select different questions themselves. Once the member has made their changes, they click Save My Questions. If the member clicks Compose My Own Question for the third question, the member has the option to write a customized question. The member must answer a security question each time they logon. All three must be answered in order for the member to reset their password should they forget it and use the I forgot my password feature. Enrolling in ealerts/enotices The member selects ealert Subscriptions in the Info Center section to enroll in ealerts and enotices (a special type of ealert). ealert options include balance alerts, loan payment due alerts and ACH (incoming or outgoing) alerts. A special type of alert called an enotice informs the member quickly if they receive a notice from your credit union. Mobile Web Banking 45

46 Members can elect to have the ealert sent to their or by text message. Members must be enrolled in Mobile Text Banking to take advantage of the text banking option. 46 Mobile Web Banking

47 SECURITY FEATURES I Forgot My Password If the member cannot remember their password, they can use the I forgot my password button on the first login screen to reset it. This is a self-service option. Members who use this feature do not need to contact the credit union for a password reset. First they will be asked to answer all three security questions. If desired they can use the Hide My Typing feature. Then after they select Proceed to Change Password, they will be able to update their password. Mobile Web Banking 47

48 Hide My Typing On the second login screen the member enters their password and answers the security question. The member can view the typed answer as asterisks by checking Hide my typing. In the example to the left, the member has selected to hide their typing for the security answer. (The password always is shown in asterisks.) Timeout Feature As a security feature, members are automatically logged out of It s Me 247 and mobile web banking after fifteen minutes of inactivity or page refresh. (The login and security screens are the only exceptions. Members are logged out of them after five minutes of inactivity.) Members are alerted after twelve minutes of inactivity with a pop-up window that counts down the remaining three minutes. If the member clicks Continue This Session, the timer will be reset and the page will not be refreshed (so the member will not lose anything they have done on the page). If the user does not respond or clicks Log me out, they are automatically logged out of mobile web banking. 48 Mobile Web Banking

49 DEVICE COMPATIBILITY FEATURE View if Features are Compatible with the Device Members can select Device Compatibility Tests on the Mobile Web Banking entry screen to view if certain features are supported by their particular phone or mobile device. This was designed to allow the Mobile Web Banking feature set to grow, while still supporting its use on older devices. By using this option, members can quickly find out if their particular phone is the reason they cannot use a feature resulting in fewer support calls to your credit union! The Mobile Web Banking programming checks the user agent string of the phone, which gives details about its compatibility with certain features. If the feature is supported, the member will view a green check. If the feature is not supported, a crossed-out red circle will appear. Mobile Web Banking 49

50 CONTACT US FEATURE From the entry screen, the member can select Contact Us. This allows the member to ask for a member of your staff to contact them. The bottom of this screen gives alternate directions for the member to your credit union directly. This includes a warning not to include private information such as account numbers in the Mobile Web Banking

51 PIB CONTROLLED FEATURES FOR MOBILE WEB Personal Internet Branch (PIB) System provides layered security controls and member personalization for the It s Me 247 Internet Banking application. If PIB controls are supported at the member level, the following settings can be used to control what activity is allowed via Mobile Web Banking. Refer to the It s Me 247 Personal Internet Branch (PIB) Configuration Guide available on the Reference Page for more details. If PIB is configured for a credit union, the member will be asked to accept a default PIB profile when logging into It s Me 247 for the first time on their phone. IMPORTANT: These settings also control the main It s Me 247. For example, if the member disables Bill Pay, it is disabled for both the main online banking website as well as the Mobile Web version. If allowed by the credit union, members can make changes to their PIB profile via online banking (not mobile web banking). Or credit union employees can assist members by making the changes via Member Personal Banker in CU*BASE. Controls that also affect Mobile Web Banking include: Transfer within base account (allow/disallow) (Transfer money within my own accounts) Confirmation code for transfer within the base account Transfer Limits for single transfer within the base account Transfer to another base account (allow/disallow) (Transfer money to another account) Confirmation code for a transfer to another base account Transfer Limits for single transfer to another base account Manage Online Bill Pay (allow/disallow the use of). o NOTE: This controls whether bill pay can be used in both Mobile Web as well as standard It s Me 247. Days and Times Available (Limiting Access by Day of Week or Time of Day) Note on Geographic controls: Members can use the online PIB tool to restrict the location from which a person can log on to their account online. (Credit unions cannot add this restriction via CU*BASE.) These geographic controls are not followed by Mobile Web Banking. Member configured geographic controls will only affect their entry via a computer to the main It s Me 247 website. Mobile Web Banking 51

52 REPORTING VIEW USAGE STATISTICS VIA ARU/ONLINE BANKING STATS DASHBOARD You have the option of viewing usage statistics to gauge member participation in online and Mobile Web Banking. In addition to Query, the Online Banking/Mobile Web Summary Stats dashboard, accessible via Tool #141 ARU/Online Banking Stats Dashboard, can be used to view usage statistics for online and Mobile Web Banking. First enter the four months for which you d like to view statistics. After selecting the time period and using Enter, the Online Banking/Mobile Web Summary Stats dashboard will appear. 52 Mobile Web Banking

53 There is a wealth of statistical information available on this dashboard: # of days in month # of CU members Penetration by Count # of members using any online channel # of members using mobile web # of members using online banking only # of members allowing see access # of members allowing jump access Penetration by Percentage % of members using any online channel % of members using mobile web % of members using online banking only Activity Total # of logons, any online channel # of mobile web logons # of online banking logons Average Usage Average logons per day (any channel) Average logons entire membership Average logons among online users Heavy Users/Abusers Most logons by a single member Mobile Web Banking 53

54 AUDIT MEMBER ACCESS ON THE LOGIN HISTORY PAGE Members can audit access to their account through Mobile Web Banking on the Login History page. (This is accessed in the My Messages section of online banking.) If Mobile Edition appears in the listing, this means that the member has accessed this account via Mobile Web Banking. Mobile Edition indicates that the member accessed their account via Mobile Web Banking. 54 Mobile Web Banking

55 MOBILE-FRIENDLY CREDIT UNION WEBSITE Your members use their phones and tablets for everything today. Your website should display correctly on every device. A website designed to display correctly on any device is called responsive. A responsive website is essential for the success of your credit union. CU*Answers designs modern, responsive websites. There s no additional cost to make your design responsive. It s part of our good practices as web designers. If you would like to see some of our responsive designs: responsive designs by Web Services Access these designs directly at Mobile Web Banking 55

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