Important Information About Your New Online Banking Services Business Online Banking
Welcome to Citizens Business Bank At Citizens Business Bank, we value your relationship and continually strive to be your financial partner, business advocate, and trusted advisor. It is our goal to make the transition to your new Online Banking services as seamless as possible. If you have questions about this process or any information in this guide, please contact your local Center or call 877.752.0500 for assistance. TABLE OF CONTENTS IMPORTANT DATES... 1 CONVERSION OF BUSINESS ONLINE BANKING SERVICES... 1 BUSINESS ONLINE BANKING SERVICES ASSISTANCE... 1 AUTOMATED TELEBANC PHONE SYSTEM... 2 IMPORTANT CONVERSION INFORMATION... 2 ACCESSING YOUR NEW BUSINESS ONLINE BANKING SERVICES... 2 ACCESSING YOUR EXISTING BUSINESS ONLINE BANKING SERVICES... 2 ACTION REQUIRED... 2 FUTURE DATED AND RECURRING INTERNAL TRANSFERS, WIRE TRANSFERS, AND ACH TRANSACTIONS... 2 ELECTRONIC STATEMENTS AND estatements... 2 ACH ORIGINATION... 3 BILL PAYMENT... 3 SECURITY TOKENS... 3 REMOTE DEPOSIT CAPTURE... 3 QUICKBOOKS... 3 ADMINISTRATOR RIGHTS... 3 INITIAL LOG IN TO YOUR NEW BUSINESS ONLINE BANKING SERVICES... 4 ONLINE SECURITY... 5 BUSINESS ONLINE BANKING PROCESSING DEADLINES... 5 BUSINESS ONLINE BANKING TRANSACTION AND IMAGE HISTORY... 6 BUSINESS ONLINE BANKING TRAINING AND RESOURCES... 6 RESOURCE CENTER... 6 ONLINE BANKING SERVICES... 7 ONLINE BANKING CONVERSION FAQS... 7 Equal Housing Lender Member FDIC
IMPORTANT INFORMATION REGARDING YOUR NEW CITIZENS BUSINESS BANK BUSINESS ONLINE BANKING SERVICES This guide provides an overview of what to expect before, during, and after conversion of your Business Online Banking services. It also provides key dates, contact information, service deadlines, and training information. Please review this guide carefully as some of your Online Banking services may be impacted and require additional action to ensure you continue to receive uninterrupted service. IMPORTANT DATES March 10 - April 14 Account Services Validation April 24 - May 8 May 5 3:00 PM May 6 - May 7 May 8 7:00 AM Citizens Business Bank s Conversion Team will contact Business Online Banking customers using Valley Express Deposit, Automated Clearing House (ACH), Wire Transfer, and Bill Payment services to validate users, entitlements, and limits. If you use these services and have not been contacted directly or by email before April 14, 2017, please call our Client Support team at 888.228.2265. New Business Online Banking Services Training Sessions Business Online Banking users will receive an email invitation to participate in any of the WebEx training sessions for basic Online Banking services. Last Business Day Before Conversion Your current Bill Payment service becomes unavailable. Your current Business Online Banking service becomes available in a view-only capacity. Conversion Weekend Conversion of all existing Business Online Banking services. New Online Banking Services Available Your new Business Online Banking services become available, including Remote Deposit Capture (RDC), ACH, Wire Transfer, and Bill Payment. CONVERSION OF BUSINESS ONLINE BANKING SERVICES Your new Business Online Banking services will be similar to your current services, which should make conversion to Citizens Business Bank an easy transition. There may be minor differences and additional action may be required by you after conversion. Be sure to carefully review the accuracy of all your Business Online Banking accounts, functionality, and information as soon as possible on May 8, 2017. If you notice any discrepancies, please contact Client Support at 888.228.2265 immediately. BUSINESS ONLINE BANKING SERVICES ASSISTANCE Through May 5 Contact your local Citizens Business Bank Center or call 877.752.0500 Beginning May 8 Contact Client Support at 888.228.2265 Monday - Friday 8:00 AM to 6:00 PM Business Online Banking Page 1
AUTOMATED TELEBANC PHONE SYSTEM The automated Telebanc phone number to access new account information and initiate transactions after May 5, 2017 is 888.222.5432. Your personal Telebanc password will remain the same. For your convenience, your current Telebanc number will remain available through July 31, 2017 to access account transaction history activity prior to May 8, 2017. If you need assistance after May 5, 2017, please call 888.222.5432 and press 0. IMPORTANT CONVERSION INFORMATION ACCESSING YOUR NEW BUSINESS ONLINE BANKING SERVICES Beginning Monday, May 8, 2017, go to www.cbbank.com, click on Account Login and select Business Online Banking. Use your current User ID and when prompted for a password, select Forgot Password to have a temporary password sent to your email address on file. Use your new Online Banking services to view current balances, see new activity, and initiate new transactions. Your previous Online Banking electronic statements will be added to your new Online Banking service within 6-8 weeks after conversion. All existing ACH and Wire Transfer entitlements and templates, and your Bill Payment activity, recurring bill payments, payees, and history will be converted automatically to your new Online Banking service. ACCESSING YOUR EXISTING BUSINESS ONLINE BANKING SERVICES Beginning May 8, 2017, go to www.cbbank.com, click on Account Login and select VBB Online Banking to access your former Online Banking service. Use your former User ID and password. Your former Online Banking will remain available in a view-only capacity and transaction history prior to May 8, 2017 can be accessed until July 31, 2017. ACTION REQUIRED FUTURE DATED AND RECURRING INTERNAL TRANSFERS, WIRE TRANSFERS, AND ACH TRANSACTIONS Be sure to reschedule all recurring or future dated internal transfers, outgoing wire transfers and outgoing ACH transactions in your new Business Online Banking service. ELECTRONIC STATEMENTS AND estatements You will have access to electronic statements in your new Business Online Banking service for accounts established in your former Online Banking service. If you previously enrolled in estatements and your paper statements were eliminated, you will begin receiving paper statements after conversion. To enroll in estatements and discontinue paper statements, please contact your local Center or call Client Support at 888.228.2265 for assistance. Business Online Banking Page 2
ACH ORIGINATION The last available effective date for ACH transactions originated through your current Business Online Banking or Direct Send is May 8, 2017. These transactions must be submitted before your current cut-off time on Friday, May 5, 2017. ACH transactions with an effective date of May 9, 2017 or later should be originated through your new Business Online Banking service. If you have additional questions about effective dates, your Conversion Team representative will be happy to assist you, or call Client Support at 888.228.2265. BILL PAYMENT Your new Bill Payment service is similar to your current Bill Payment service, which is accessed through your new Business Online Banking. Bill Payment fees may apply. Contact your local Center for more information. SECURITY TOKENS Security tokens are required to initiate ACH and Wire Transfer transactions. If you are using ACH and Wire Transfer services, you will be contacted by Citizens Business Bank s Conversion Team. Your designated Business Online Banking Administrator will receive security tokens and instructions for distribution. Security token training will take place during ACH Manager and Premier Wire training. Security tokens are not required for Remote Deposit Capture and are optional at initial Business Online Banking login. If you use a security token to access your current Business Online Banking service, you should retain your token until July 31, 2017, then dispose of it as you would any device with a battery. REMOTE DEPOSIT CAPTURE Your new Remote Deposit Capture service is similar to your current Valley Express Deposit service, which is accessed through your new Business Online Banking. Remote Deposit Capture fees may apply. Contact your local Center for more information. A security token is not needed to access your new Remote Deposit Capture. Training dates will be provided to all Remote Deposit Capture users prior to conversion. QUICKBOOKS Intuit s Express Connect service allows you to download account information from Online Banking to your QuickBooks service. Before using QuickBooks with your new Online Banking service, beginning May 8, 2017, first upload May 5, 2017 activity from your former Online Banking service. Next, update your Intuit software to reflect Citizens Business Bank as your new bank. Instructions to change your bank in QuickBooks are available in your new Online Banking service s Resource Center. Log in to Online Banking, select the Resource Center link at the top right of the Home Page and open the QuickBooks Conversion Instructions. ADMINISTRATOR RIGHTS If you have an assigned Senior Administrator or Administrator for Business Online Banking, those roles will carry over from your current to your new Online Banking service. The assigned Senior Administrator or Business Online Banking Page 3
Administrator is given authority by the company s principal or owner and, therefore, has the ability to contact Client Support to make most profile modifications without additional approval. Administrators are restricted from modifying profiles online in your new Online Banking service. Please carefully review your Citizens Business Bank Treasury Management Agreement for details about User Security Levels for Business Online Banking and Bill Payment. If you have any questions or require assistance with Administration rights, please contact Client Support at 888.228.2265. INITIAL LOG IN TO YOUR NEW BUSINESS ONLINE BANKING SERVICES Follow these instructions to access your new Business Online Banking services on Monday, May 8, 2017. 1. Go to www.cbbank.com, click on Account Login, and select Business Online Banking. 2. Enter your current Online Banking User ID in the Access ID field and click Log In. 3. Select the Forgot Password/PIN link. You will be prompted to enter your User ID. Click Submit. 4. An email with a temporary password will be sent to your email address on file. If you do not receive an email within fifteen minutes, please call Client Support at 888.228.2265 for assistance. Business Online Banking Page 4
5. After retrieving your temporary password, return to the Login Page and follow the log in steps above, entering the temporary password in the Password field and clicking the Log In button. 6. Select three challenge questions from the drop-down boxes and provide answers in the corresponding fields. Click Submit to continue. 7. After submitting your challenge questions, you will be prompted to change your password. Enter your temporary password, a new password, and then confirm your new password in the provided fields. The password should be between 8 and 17 characters, and include at least one uppercase, one lowercase, and one number. Click Submit to continue to the Business Online Banking Home Page. ONLINE SECURITY Your online security is of the upmost importance. Citizens Business Bank will never contact you and ask for your User ID, password, account number, or any other confidential information. If you receive an email, phone call, or pop-up window on your computer that is not part of the Business Online Banking log in process, contact Client Support immediately at 888.228.2265. BUSINESS ONLINE BANKING PROCESSING DEADLINES AUTOMATED CLEARINGHOUSE (ACH) ORIGINATION o Online Banking 3:30 PM o Direct Transmission 3:30 PM BILL PAYMENT o Payment Initiation 2:00 PM (four business days before effective date) POSITIVE PAY o Check Positive Pay 7:00 PM (transmit issued check information) o Check & ACH Positive Pay 7:00 AM (exception items available) o Check & ACH Positive Pay 11:00 AM (exception item decision deadline) Business Online Banking Page 5
REMOTE DEPOSIT CAPTURE o Remote Deposit 6:00 PM WIRE TRANSFER INITIATION o Wire Transfer-Walk-in/Fax 1:00 PM o Wire Transfer-Online Banking 2:30 PM OTHER ONLINE BANKING FUNCTIONS o Stop Payment 5:00 PM o Internal Account Transfer 7:00 PM BUSINESS ONLINE BANKING TRANSACTION AND IMAGE HISTORY Transaction history 3 years (beginning May 8, 2017) Paid item and deposited item images 3 years (beginning May 8, 2017) estatements 2 years BUSINESS ONLINE BANKING TRAINING AND RESOURCES You will be invited to participate in WebEx online training sessions to learn more about your new Business Online Banking services. Topics include basic online functions such as viewing balances and images, accessing transaction history, performing account transfers, using Bill Payment, and more. Tutorials for Business Online Banking, Bill Payment, and other services can be found on Citizens Business Bank s Business Online Banking web page (www.cbbank.com/banking/online-banking/) by clicking on the Online Banking demo video link shown below. In-depth training for outgoing Wire Transfer and ACH origination services will be offered separately. Users of these services will be contacted before April 14, 2017 with scheduled dates and times. If you have any questions regarding training, please contact our conversion team at TMImplementation@cbbank.com. RESOURCE CENTER A Resource Center is available within Business Online Banking at the top right of the Home Page after logging in, which contains user guides, quick reference guides, specifications, and other important information. Business Online Banking Page 6
ONLINE BANKING SERVICES Citizens Business Bank offers a robust suite of Online Banking solutions, including: Personal Online Banking Business Online Banking Bill Payment Service Tax Payment Service Wire Transfer Initiation ACH Transaction Origination Reconcilement Services ACH Positive Pay Check Positive Pay with Payee Match Remote Deposit Capture Image Services And more. ONLINE BANKING CONVERSION FAQS Q: When will my new Business Online Banking service be available? A: Your new Business Online Banking service will be available Monday, May 8, 2017 after 7:00 AM. Q: How will I access my new Business Online Banking and Bill Payment services? A: Go to www.cbbank.com, click on Account Login and select Business Online Banking from the drop-down menu. Use your current User ID and select the Forgot Password link. Q: How will I access my new Bill Payment service? A: You can access your new Bill Payment service by logging into Business Online Banking and selecting Bill Payment under the Management Tools tab. All existing activity, payees, and payment templates will be available on May 8, 2017. Q: How will I access my Remote Deposit Capture service? A: You can access Remote Deposit Capture by logging into your new Business Online Banking service and selecting Remote Deposit Capture from the Account Services tab. A security token will not be required. Q: Will electronic statements continue to be available through Online Banking? A: Yes. You will have access to electronic statements in your new Business Online Banking service for accounts established in your current Online Banking service. If you previously enrolled in estatements and your paper statements were eliminated, you will begin receiving paper statements after conversion. If you would like to enroll in estatements and discontinue paper statements with Citizens Business Bank, please contact your local Center or call Client Support at 888.228.2265 for assistance. Q: Will all my previous Online Banking information be available in my new Business Online Banking service? A: Online Banking activity prior to conversion will remain available in your former Online Banking service through July 31, 2017. In addition, estatements from the past two years will be available in your new Business Online Banking service 6-8 weeks after conversion. Q: How can I access my current Online Banking services after conversion? A: After 3:00 PM on May 5, 2017, your former Online Banking service will be available in a view-only capacity through July 31, 2017. Go to www.cbbank.com, click on Account Login, and select VBB Online Banking from the drop-down menu. Use your former User ID and password credentials, including your security token, if applicable, to view transaction activity prior to May 8, 2017. Business Online Banking Page 7
Q: How can I be sure information will be converted correctly? A: Every effort is being made to convert your Online Banking profile accurately. If you use Bill Payment, ACH origination, Wire Transfer, or Remote Deposit Capture, you will be contacted by our Citizens Business Bank Conversion Team to validate services, users, entitlements, and limits. On May 8, 2017, carefully review the accuracy of all your Online Banking information. If you notice any discrepancies, please contact Client Support at 888.228.2265 immediately. Q: What do I do with my old security token? A: If you use a security token to access your former Online Banking services, you should retain your token until view-only access ends on July 31, 2017. Then dispose of your token as you would any device with a battery. Q: I initiate Wire Transfers and ACH transactions. Do I need to do anything different? A: Yes. A security token will be required to initiate ACH transactions and Wire Transfers through your new Business Online Banking service. Your new token will be issued after your services have been verified with a Citizens Business Bank Conversion Team associate between now and April 14, 2017. If you have not been contacted by April 14, 2017, please contact Client Support at 888.228.2265 or email the Citizens Business Bank Conversion Team at TMImplementation@cbbank.com. Q: How can I attend a training session for my new Business Online Banking services? A: Before May 5, 2017, you will receive an invitation to participate in WebEx online training sessions to learn more about your new Business Online Banking services. Training sessions will cover basic online functions such as viewing balances, transaction history, performing account transfers, Bill Payment, Remote Deposit Capture, and more. In-depth training for outgoing Wire Transfer initiation and ACH transaction origination will be offered separately to users of those services. Q: I import my banking information into QuickBooks. Will I still be able to use this service? A: Intuit s Express Connect service allows you to download account information from Online Banking to your QuickBooks service. To use QuickBooks with your new Business Online Banking service on May 8, 2017, first upload May 5, 2017 activity from your former Business Online Banking service. Next, update your Intuit software with Citizens Business Bank as your new bank. Instructions to change your bank in QuickBooks are available in your new Business Online Banking service Resource Center. Log in to Business Online Banking, select Resource Center at the top right of the Home Page and open the QuickBooks Conversion Instructions. Q: Will I be charged a fee for Online Banking services? A: Service fees may apply for certain Online Banking services. For additional information, refer to the Business Banking Products and Services Information, Business General Fees, Analysis Business Plan Fees, International Services Fees, Treasury Management Services Fees, Disclosure Information and Agreement, and Treasury Management Services Agreement. To request a copy, please contact your local Center or call our Client Support team at 888.228.2265. Q: Where can I get more information on other products and services offered by Citizens Business Bank? A: Please contact your local Center, visit our website at www.cbbank.com, or contact Client Support at 888.228.2265. Business Online Banking Page 8