TRANSITION FREQUENTLY ASKED QUESTIONS (FAQ)
INTRODUCING FOR ONLINE BANKING A NEW EXPERIENCE AHEAD We are pleased to introduce you to Santander Treasury Link and look forward to providing you with an Online Banking service with Treasury Management capabilities that allows you to move, manage, and monitor your cash and treasury activities. You can view your account information and activity, receive online statements, initiate payments, get alerts, and much more to streamline operation of your business. HERE IS WHAT YOU CAN LOOK FORWARD TO WITH : Access to comprehensive treasury services through a single online platform: A Customizable Dashboard with personalized views and shortcuts for easy access to the features and functions that you use most often Standard and Custom Reporting capabilities to generate reports on demand, and personalize them with filters, customized data selection and formulas in Information Reporting View, print or download individual statements with a single click Initiate ACH and Wire Payments, and transfer funds across accounts The ability to quickly research and view transactions, paid check images, returns and remote deposit items with our imaging services. The system provides the ability to enter single stops, range stops, and up to 10 non-sequential stops ACH Payments to initiate electronic transactions, such as tax payments and payroll; also initiate one-time, repetitive Wire Transfers and drawdown requests Upload Positive Pay Issue and Void files safely and securely using the File Services module Fraud Prevention Tools such as Positive Pay help reduce fraud and manage risk, including user access administration, dual authorization and transaction limits by user and payment type, as well as activity monitoring and audit reporting. Perform most support requests and view audit reports at your convenience with self-service Administration; activate transaction alerts and change notifications, and secure communication functionality 2
1. WHEN WILL I BE NOTIFIED ABOUT MY MOVE TO? You will be notified about the new Santander Treasury Link system upgrade beginning in September 2017. Your administrator will receive the introductory notification. The client administrator is the contact who, in the future, will be responsible for approving the addition or enrollment of accounts and users to Santander Treasury Link on behalf of your company, both a role and control that does not exist today. A Transition Guide will be available, as well as a Quick Start Guide and more detailed User Guide. You will receive your first transition communication up to 60 days prior to your transition date. You will receive general information outlining our transition process. Once we have assigned your transition date, your administrator will receive a transition package outlining the conversion process in detail and providing everything they need to know for a successful transition. Conversions will not begin before November 2017. Clients will be converted in waves and all transitions are scheduled to be completed in early 2018. 2. WILL I HAVE EARLY ACCESS OR A PREVIEW TO? Santander will offer an Early Access period; detailed documentation and a User Guide will be available to guide you through the system. 3. WHAT DO I NEED TO DO TO PREPARE FOR MY COMPANY S CONVERSION? Based on your IRIS online banking setup, a single company administrator has been identified. At your company s designated time for transition, your administrator will receive an email from Santander s Client Support team, outlining all of the activities that will need to be completed by your administrator in advance of your conversion. This will include user credentials, pre-conversion steps, and training. In addition, Santander will email each online user currently set up on IRIS a new login ID, temporary password and enrollment instructions, which will allow them to access Santander Treasury Link. In certain circumstances we may use USPS mail. Once users receive the email with their credentials, they will be asked to login, and register security questions. Users with access to higher risk services like ACH, Wires, or File Services will need to use new hardware security tokens. Users will receive the new tokens approximately five business days after receiving their emailed credentials. PLEASE NOTE: You will not be able to create any live banking transactions (such as ACH or wires) on Santander Treasury Link until after your migration. Please continue to use Santander IRIS Online Banking for your banking needs through to the first day of your transition start date. Up to 90 days of prior Transaction history will be migrated over to Santander Treasury Link. Transitions are scheduled to occur over a Friday-to-Monday weekend period in waves. Customer readiness tasks will include attending training and releasing in-flight IRIS Transactions prior to end-of-day on the Friday before your conversion. Action items Review the Santander Treasury Link Resource Center which will be provided to you one month prior to your transition; it contains on-demand videos, product and user guides, and attend scheduled training sessions. Be sure all users have up-to-date internet browsers and operating systems for optimal security and the best user experience. Review converted user entitlements, accounts and services for accuracy in the Administration module: Add users who were not converted. Confirm user and company contact information is accurate, and update as needed. 3
4. WHAT IS MY CUSTOMER EXPERIENCE ON MY COMPANY S CONVERSION DATE? Your company information, users, account, entitlements, and templates (known as databases in IRIS ACH) will be converted by Santander Bank. Over the weekend of your conversion, your Santander Customer Support team will fully transition you to Santander Treasury Link and you will be able to conduct banking transactions on Santander Treasury Link on the first business day following the weekend of the conversion. KEY THINGS TO DO BEFORE THE TRANSITION: Approximately 30 days prior to transition Santander will provide the Client Administrator and all users with an internet link to our Transition documentation via an internet page microsite. View detailed information about Santander Treasury Link, including features, instructions on how to begin using the services, and resources to help you make a smooth transition from IRIS to Santander Treasury Link. Access additional tools, resources and product information including: Transition Guide, User Guide, Quick Start Guide, on-demand videos, and avatar-led elearning; and attend scheduled training sessions with Q&A. Attend one of the scheduled Introduction to Santander Treasury Link webinars prior to your conversion dates that will be provided. If you initiate ACH and/or wire transfer transactions, you will receive a new security token that should be used once you transition to Santander Treasury Link. You should continue to use IRIS and your existing security token until then. Review the letter received 5 days prior to your Transition Day that includes detailed information about your transition to Santander Treasury Link, including login instructions, a getting started checklist, and notification of several online resources that are available. Share information regarding the transition to Santander Treasury Link with all users at your organization. Make sure you have up-to-date internet browsers (IE 11, IE 10, Firefox 38, Chrome 43, Safari 5.1.7 for Windows, Safari 10.9.2 for MAC) and operating systems for the best user experience. Have questions? Please contact Transaction Banking Client Services at 844-726-0095 or email us at clientservice@santander.us with any questions and/or issues that you may have. KEY THINGS TO DO ON TRANSITION DAY: Transition Day This is the day that IRIS users at your organization will begin using the Santander Treasury Link platform. IRIS will no longer be available. Our dedicated transition team will help guide you through a smooth transition. You will receive a Day One reminder with detailed information about your transition to Santander Treasury Link, including login instructions, a getting started checklist, and notification of several online resources that are available. Confirm your setup client administrators should review all users. Verify your Santander Treasury Link ACH templates (known as databases in IRIS) that were converted from your IRIS databases. Verify your Santander Treasury Link wire transfer templates that were converted from the IRIS databases. Have questions? Please contact Transaction Banking Client Services at 844-726-0095 or email us at clientservice@santander.us. KEY THINGS TO DO AFTER TRANSITION: We want to hear from IRIS users at your organization about their transition experience from IRIS, and what they think about Santander Treasury Link. Our goal is to exceed expectations and if we, for some reason, do not meet your expectations we would like to know the details of your experience. Opportunities will be available to provide the bank with informal and formal feedback via a short online survey. Have questions? If you or other IRIS users have any questions in the interim, please contact Transaction Banking Client Services at 844-726-0095 or email us at clientservice@santander.us. You may also contact our Business Customer Contact Center at 877-768-1145. 4
5. HOW WILL I BE TRAINED ON THE NEW PRODUCT? Training on the new Santander Treasury Link product will be provided via internet-based webinars which will cover the features and functions of the new platform. The webinar sessions will be broken into product-specific modules to allow for a targeted and efficient use of your time. Sessions will cover Information Reporting, Tools, Client Administration, Payments (ACH and Wires), Account Transfers, Check Services, Fraud Tools and File Uploads. These sessions will be coordinated by an Onboarding & Migration Specialist and a calendar will be available via the Santander microsite. Santander Treasury Link will provide Help content and e-learning modules, which are online tutorials that can be accessed at login from within Santander Treasury Link for each product module at any time. E-learning tutorial modules will be available on our microsite in advance of your conversion so you can become familiar with the Santander Treasury Link Features that you typically access. 6. WHAT TYPES OF REFERENCE MANUALS WILL BE AVAILABLE FOR ME TO USE AS REFERENCE? Santander understands that with change comes some level of uncertainty and we are here to help assist with the transition. In addition to the live customer assistance via our Client Support team, we have produced several guides to bridge your conversion from IRIS to Santander Treasury Link. Santander Treasury Link User Guide This is a comprehensive document covering all of the Santander Treasury Link functions and features in detail. Answers to the most detailed Santander Treasury Link questions should be able to be found in this guide. Santander Link Portal Guide This document covers all aspects of login and password management through Santander Link, our new single sign on platform. This guide will also provide client administrators with the new process for adding and managing users on the platform. Quick Start Guide This is a several page document that will assist you in navigating the new Santander Treasury Link platform and guide you through the most common functions and features. Using screen shots and message boxes, you will be able to quickly find information on the tasks you perform on a routine basis. IRIS to Santander Treasury Link Transition Guide This guide is meant to bridge your current use of IRIS over to the new Santander Treasury Link platform. It will reference functions from IRIS using screen shots and message boxes and direct you to the Santander Treasury Link location where those functions now reside. Frequently Asked Questions Frequently Asked Questions will be available to our external clients via a new Santander Bank Santander Treasury Link microsite. 7. WILL MY LOGIN PROCESS CHANGE? Your login credentials will change, but the process will continue to require the 3 fields that you currently use today. Your user credentials will remain the same as in IRIS and you will receive a new temporary password. You will be required to change your temporary password on first login. INITIAL LOGIN FOR USERS When you first log in to Santander Treasury Link, be sure to have your: Company ID: provided by Santander Bank User ID: assigned by Santander Bank or established by your client administrator at your company Password: sent to your email address Note: your Company ID, User ID and password are case sensitive; after entering your Company ID, User ID and password, you will be prompted to create a new password the first time you log on. The password must: Be 8 to 20 characters long Contain at least 1 number and 3 letters Not include spaces or special characters Not be the same as your User ID 5
8. CAN I USE MY CURRENT TOKENS WITH THE NEW APPLICATION? No, you cannot use your current tokens. You will be receiving new tokens for use with the Santander Treasury Link system. As your conversion date approaches, you will be sent new tokens and will be instructed how to dispose of the old ones. Santander is moving to RSA tokens, considered to be one of the most secure in the market. New tokens will be mailed to your current IRIS System Administrator. Clients are advised to hold onto old tokens for a two-week period prior to destroying the old token hardware. 9. WILL THE HISTORICAL INFORMATION FROM IRIS BE AVAILABLE IN? Santander Treasury Link will provide up to 90 days of prior day and 7 days of current day information so that it is available to you on day one of the migration. All of your company s user entitlements will be converted based on your existing IRIS entitlements/permissions. 10. WILL I STILL BE ABLE TO EXPORT MY DATA FROM THE FOR USE IN MY FINANCIAL MANAGEMENT SOFTWARE APPLICATION? Yes, Santander Treasury Link has a variety of export capabilities. You can export reporting data in.csv, QuickBooks, BAI2, Swift, Tab Separated, and Semi-Colon separated for use in standalone Financial Software applications. Payment data can be exported in standard and user defined formats: ACH NACHA Format ACH User Defined Wire User Defined ACH Templates 11. WILL MY SERVICE CHARGES AND ACCOUNT ANALYSIS CHANGE FOR THE NEW SANTANDER TREASURY LINK SYSTEM? Santander Account Analysis Statement The statement will display the Santander service codes and standard prices. Service volumes will be sourced from both Santander Treasury Link (post-conversion) and IRIS (pre-conversion). Electronic versions of the analysis statement will not be available in Santander Treasury Link at this time. Services and Pricing The names of the individual line items reflected on the statement will differ. Service Charges Santander account analysis service charges are debited against your designated billing account (lead account) on the 10 th business day following month-end. 12. WHAT DO I NEED TO DO POST-CONVERSION? Re-establish recurring payments that were in place in IRIS. Customize your Treasury Dashboard to your personal preference. Review the wide range of standard alerts that are available in Santander Treasury Link and configure applicable alerts. Review your Inbox for any messages from Santander Treasury Link Client Support. 6
13. ON AN ONGOING BASIS, HOW WILL I BE NOTIFIED OF ANY CHANGES TO THE SANTANDER TREASURY LINK SYSTEM? For planned changes or maintenance, you will be notified by secure email and banner messages that will appear on the Treasury Dashboard. 14. WHAT BROWSERS ARE SUPPORTED BY? The following browsers are supported by Santander Treasury Link: IE 11 IE 10 Firefox 38 Chrome 43 Safari 5.1.7 (Windows) Safari 10.9.2 (MAC) If you have any questions, please contact Transaction Banking Client Services at 844-726-0095 or email us at clientservice@santander.us Santander Bank, N.A. is a Member FDIC and a wholly owned subsidiary of Banco Santander, S.A. 2017 Santander Bank, N.A. All rights reserved. Santander, Santander Bank and the Flame Logo are trademarks of Banco Santander, S.A. or subsidiaries in the United States or other countries. All other trademarks are the property of their respective owners. 88301 10/2017 7