Technology Upgrade User Guide

Transcription

1 Technology Upgrade User Guide

2 TABLE OF CONTENTS Message from the President/CEO... 1 Technology Upgrade Information... 2 Why Are We Upgrading?... 2 Important Dates to Remember... 3 Upgrade Impacts Debit Cards... 4 Online Banking... 4 Bill Pay... 4 Mobile Banking... 4 Tellerphone Teller... 5 Additional Changes... 5 New Product Names... 5 If you have questions or concerns about the upcoming technology upgrade, please contact us at

3 A MESSAGE FROM THE PRESIDENT Valued Member, Horizon FCU is dedicated to providing you with the latest products and services that are convenient, secure, and help you achieve your financial goals. In order to do this, we are taking the time to invest in technology upgrades that will enhance your member experience online, by phone, and in the branch. These upgrades will ensure maximum security for your financial resources while improving the speed and efficiency of your financial transactions. Upgrades will include: A new internal operating system which will provide quicker, more efficient in-person service. A new Bill Pay service that is easier and more convenient than ever before. An updated online and mobile banking platform with more features to manage your accounts. An updated Telephone Teller system with new prompts to streamline your call experience. All Horizon FCU locations will be closed starting on Friday, October 27 at 4:00 pm through Tuesday, October 31 at 9:00 am. Online and mobile banking systems, and the telephone banking system will be unavailable, starting on Friday, October 27 at 4:30 pm through Monday, October 30 at 8:00 am. We know change can be difficult and our staff is here to help! In the coming months, please watch for direct mail, s, and information on our website, social media channels, or in our branches outlining these upgrades. Also watch for information on how to setup your new username and password for the financial services you use with your account like online banking, mobile banking, and telephone teller. Our number one priority is to make sure that every member experiences a smooth and effortless transition through the system conversion! Staying ahead of the technology curve and providing you with the latest financial tools are ways we put you first as our valued member. If you have any questions in advance of or during this transition, please do not hesitate to contact us or to stop by your nearest branch. We look forward to enhancing your member experience with us and thank you for choosing Horizon Federal Credit Union as your trusted financial partner. Sincerely, Justin M. Howard President & CEO, Horizon Federal Credit Union 1

4 TECHNOLOGY UPGRADE INFORMATION From October 27 30, 2017, we will undergo multiple technology upgrades to enhance the member experience online, by phone and in person. These upgrades will ensure maximum security for your financial information while improving the speed, reliability, and efficiency of your banking experience. Upgrades will include: A new internal operating system which will provide quicker, more efficient in-person service. A new Online Banking platform offering more features to manage your accounts. An updated Telephone Teller system with new prompts to streamline your call experience. A new Mobile Banking platform offering more features and capabilities that will make staying connected even easier. A new Bill Pay system with new enhancements and features making paying your bills easy anytime and anywhere. Why Are We Upgrading Our Systems? Member Benefits Horizon FCU remains committed to providing our members with secure, convenient and personalized service, while staying ahead of technology trends. Below is a list of benefits that will come from our technology upgrade. Enhanced security features Easier and real-time access to your accounts Improved accessibility New state-of-the-art Online Banking and Mobile Banking experience Systems that will allow us to serve you better Better in-person service when visiting a branch New and improved statements for easier review of account and loan history Electronic deposit and withdrawal transactions post to your account faster Automatic loan payments available on weekends Enhanced products and services including a money market account, new savings and checking products, business accounts and lending And much more! Future Enhancements In order to provide the state-of-the-art technology that will allow for future growth, it is necessary to upgrade our current systems. Horizon FCU s focus is to continually enhance products and services. Our new systems will allow us to complete the following enhancements by year New business accounts and business lending Money market account New savings and checking accounts New identity theft protection product Elimination of the $1 Visa debit card monthly fee on some accounts New member dividend program Enhanced overdraft privilege program, reducing fees New investment services program 2

5 IMPORTANT DATES TO REMEMBER Friday, October 27 All branch locations will close at 4:00 pm. Systems will be offline starting at 4:30 pm. Saturday, October 28 All branch locations and drive-thru windows will be closed. Monday, October 30 All branch locations and drive-thru windows will be closed. Systems will be available starting at 8:00 am. Tuesday, October 31 We will reopen for normal business hours. The following services will be unavailable from Friday, October 27 at 4:30 pm through Monday, October 30 at 8:00 am: Online Banking Mobile Banking Bill Pay Telephone Teller Balance Inquiries with your Debit Card The following services will remain open and accessible during this time period: Debit Cards with limited accessibility Please see Member Upgrade Impacts: Debit Cards for complete details Credit Cards ATMs Please note: ATM and debit card services will be available, but with reduced daily limits. ATM deposits made after 4:00 pm on Friday, October 27 will be credited on Monday, October 30. Mobile deposits and night drops made after 4:00 pm on Friday, October 27 will be credited Monday, October 30. 3

6 MEMBER UPGRADE IMPACTS Debit Card On October 27 at 4:30 pm through October 30 at 8:00 am, Horizon FCU debit cards will have limited accessibility as we undergo a significant technology upgrade. ATM and debit cards: $400 per day maximum ATM withdrawal limit Debit cards: $400 per day maximum limit for point-of-sale transactions Suggested options for accessing your funds during the upgrade weekend: Write a check Use your ATM or debit card at any ATM or merchant location Use your Horizon FCU credit card Make cash withdrawals at a branch location prior to 4:00 pm on October 27 Online Banking Our new Online Banking service will bring you a better and more convenient Online Banking experience. The first time you access the upgraded Online Banking system, you will need your Online Banking User ID and temporary password. Online Banking Website Address: The first time you login to Online Banking, please visit HorizonFCU.org and click on the Online Banking login button as the web address for Online Banking will be changing. If you currently have Online Banking bookmarked, you will need to delete that bookmark and establish a new bookmark for our new Online Banking system on or after Monday, October 30 at 8:00 am. Temporary User ID will be your member number, and your temporary password is set to the last four digits of your Social Security Number (SSN). User ID: You will be prompted to change your user ID once you login to the new system. Your user ID will need to be created using an alpha-numeric combination. Bill Pay Our new Bill Pay service is now easier and more convenient than ever before. Current Bill Pay users must register for the new Bill Pay Service. Existing payees will not carry over and will need to be re-entered into the new Bill Pay service after the upgrade. Bill Pay history from the old system will not carry over. If you wish to download your history, you must do so on or before Thursday, October 26. After the upgrade, you will need to login to Bill Pay and validate your computer with the upgraded bill payment service. For current users, scheduled bills will not carry over to the new Bill Pay service. Please note: Bill Pay will NOT be available during the upgrade. Full Bill Pay functionality will begin at 8:00 am on Monday, October 30. Mobile Banking/Remote Deposit Capture To access our new Mobile Banking system, you will need to have logged into Online Banking. Once you have done this, you will need to delete Horizon FCU s current mobile app and download Horizon FCU s new app in the App store or Google Play store depending on your device. You will use the same login you use for Online Banking. Please note: Mobile Banking will NOT be available during the upgrade. Full Mobile Banking functionality will begin at 8:00 am on Monday, October 30. Please note: Online Banking will NOT be available during the upgrade. Full Online Banking functionality will begin at 8:00 am on Monday, October 30. 4

7 Telephone Teller We are enhancing our Telephone Teller service for a more user-friendly experience, with new features like automated registration, speech recognition and the ability to place stop payments. After the upgrade: Simply call and listen carefully to the prompts, as menu options will change. When prompted enter your Member Number. Create a new PIN, enter the last four digits of your Social Security number (SSN). Once your SSN is verified, you will be asked to enter the new PIN. Going forward, you ll enter your Member Number and PIN to access your account information. Please note: Telephone Teller will NOT be available during the upgrade. Full Telephone Teller functionality will begin at 8:00 am on Monday, October 30. Additional Changes The following is an additional list of changes that may impact you once we finalize our technology upgrade on Monday, October 30: Effective October 31, 2017, all Horizon FCU members will be responsible for the cost of purchasing their own boxes of checks. This applies to new and re-order check requests. We are proud to be able to offer a quality printing service at a valuable price that all members benefit from. We apologize for any inconvenience and invite you to speak to your local credit union representative who can review additional options available to avoid check expenses. After the technology upgrade, you may notice that some of the names of our accounts and suffix numbers for those accounts will be different on your statement. See below for a list of product names and suffix changes. For frequently asked questions and additional information on the upgrade, visit New Product Names as of October 31, 2017 CURRENT PRODUCTS FINAL NAMES CURRENT SUFFIX NEW SUFFIX Primary Share Membership Savings A 1 Miscellaneous Share/ Vacation/Tax You Name It Saver M, V, T, N, O, P 2, 3, 4 Holiday Club Holiday Club S 30 Traditional IRA Traditional IRA i 45 Certificates Certificates B, C, D, E, F, G, H, I, K, L, N, P See Below Kasasa Cash Kasasa Cash 3 61 Kasasa Cash Saver Kasasa Cash Saver k 15 Kasasa Cash Back Kasasa Cash Back 4 60 Kasasa Cash Back Saver Kasasa Cash Back Saver s 16 Traditional Checking Classic Checking X, 0,1,2 50, 51 New Certificate Suffixes 12 Months Months Rewards Months Months Rewards Months Months Rewards Months Months Months Rewards Months Months Rewards Months Months Rewards

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