Business Treasury Management Services Important Information About Your New Treasury Management Services Member FDIC Equal Housing Lender
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 your Treasury Management services transition as seamless as possible. If you have questions about this process or any information in this guide, please contact your local Business Financial Center or call 888.228.2265 for assistance. This guide provides an overview of what to expect before, during, and after Conversion Weekend, November 10-11, 2018. It also provides key dates, contact information, service deadlines, and other information. Please review this guide carefully to ensure you continue to receive uninterrupted service. TABLE OF CONTENTS Conversion of Treasury Management Services... 2 Important Dates... 2 Treasury Management Services Assistance... 2 Schedule of Fees... 2 Services That Are Not Changing... 3 Services That Are Changing... 3 Automated Telebanc Phone System... 3 Online Banking... 3 Accessing Your Online Banking Services... 3 Initiating ACH/Wire Transactions and Making Transfers... 3 ACH Direct Transmission (Direct Send)... 4 Remote Deposit Capture (RDC) Deposits... 4 Positive Pay... 4 Quicken/Quickbooks... 4 Mobile Banking... 4 Mobile Banking App... 4 Mobile Deposit... 4 Statements... 4 Paper... 4 Classic Electronic Statements... 5 E-Statements... 5 Accessing Your Electronic Statements... 5 Initial Login To Online Banking... 5 Forgot Your Password?... 5 Online Security... 6 Online Banking Cut-Off Times For Same-Day Processing... 6 Online Banking Transaction and Image History... 6 Online Banking Resources... 6 Frequently Asked Questions... 7
CONVERSION OF TREASURY MANAGEMENT SERVICES Your Treasury Management services will remain essentially the same as today, including features, functionality, login IDs, passwords, and security. However, your first Online Banking login after conversion will require you to use the cbbank.com Account Login dropdown menu and re-register your device. Instructions for your first Online Banking login are detailed below, as well as any other changes to your service. Be sure to carefully review the accuracy of all your Online Banking functionality, accounts, and information as soon as possible on Monday, November 12, 2018. If you notice any discrepancies, please contact Client Support at 888.228.2265 immediately. IMPORTANT DATES Friday, November 9 7:00 PM Saturday, November 10 and Sunday, November 11 Monday, November 12 7:00 AM Last Business Day Before Conversion Treasury Management services become unavailable, including Online Banking, Remote Deposit Capture (RDC), Automated Clearing House (ACH) Origination, ACH Direct Send, Wire Transfer Initiation, Bill Payment, and Positive Pay. Conversion Weekend Conversion of Treasury Management services takes place. Treasury Management Services Available All Treasury Management services become available. TREASURY MANAGEMENT SERVICES ASSISTANCE Through Friday, November 9 Monday, November 12 Contact your Business Financial Center or call 800.788.9999, Monday through Friday, 7:30 AM to 5:00 PM. Contact Client Support at 888.228.2265 from 8:00 AM to 4:00 PM. Tuesday, November 13 through Friday, November 16 Beginning Monday, November 19 Contact Client Support at 888.228.2265, Monday through Friday, 7:00 AM to 6:00 PM (extended business hours). Contact Client Support at 888.228.2265, Monday through Friday, 8:00 AM to 6:00 PM. SCHEDULE OF FEES Please review the Treasury Management Services Schedule of Fees in your Citizens Business Bank Welcome Guide, mailed in early October, for information about pricing and additional service availability, or contact your Business Financial Center directly. Page 2 of 8
SERVICES THAT ARE NOT CHANGING The following Treasury Management services will not be impacted by the conversion. ACCOUNT RECONCILEMENT BILL PAYMENT CREDIT SWEEP ELECTRONIC DATA INTERCHANGE (EDI) LOCKBOX ZERO/TARGET BALANCE (ZBA) Account Reconcilement access, accounts, user entitlements, and issued check files. Bill Payment access, entitlements, templates, and history. Credit Sweep functionality. EDI summary reporting. Lockbox services, post office boxes, and user portal credentials and entitlements. ZBA master and sub accounts. SERVICES THAT ARE CHANGING The following information outlines changes in service after Conversion Weekend. AUTOMATED TELEBANC PHONE SYSTEM To access your account information and initiate transactions beginning Monday, November 12, 2018, your new automated Telebanc phone number is 888.222.5432. Your personal Telebanc password will remain the same. If you need assistance to access this transaction history after Monday, November 12, 2018, please call 888.222.5432 and press 0. ONLINE BANKING ACCESSING YOUR ONLINE BANKING SERVICES To access your Online Banking services, go to cbbank.com, click on Account Login and select CBANK ONLINE BANKING. Use your current login ID, password, and the INITIAL LOGIN TO ONLINE BANKING instructions below to re-register your computer s device. All existing ACH and wire transfer entitlements and templates, and your Bill Payment activity, recurring payments, payees, and transaction history will not be changing. INITIATING ACH/WIRE TRANSACTIONS AND MAKING TRANSFERS Your Online Banking system will now use only collected balances when initiating outgoing ACH and wire transfer transactions or making transfers. For example, if an account balance is $50,000 and an Online Banking user attempts to initiate a wire transfer for $51,000, the user will receive notification that there are not sufficient funds to initiate the wire. Page 3 of 8
ACH DIRECT TRANSMISSION (DIRECT SEND) If you send ACH files directly to the Bank via secure direct transmission, a Citizens Business Bank associate should have contacted you to set up Globalscape Managed File Transfer. If you have questions, call Client Support at 888.228.2265. REMOTE DEPOSIT CAPTURE DEPOSITS Remote Deposit Capture deposits will be processed and posted at the end of each business day. Deposits will be available for viewing online the following business day through Mobile Banking, Online Banking, or the RDC application. The RDC deadline for same day credit is 7:00 PM each business day. Your RDC profile, access, accounts and entitlements are not changing. Citizens Business Bank processes Remote Deposit Capture deposits at the end of the business day with over-the-counter and other deposits, which means these funds will not be available until the following business day. POSITIVE PAY Positive Pay service access, accounts, entitlements, issued check history, and return all exception item default decision will not be changing. However, there are two changes to this service. Previously, you received an email notification only when exception items required your attention. Beginning Tuesday, November 13, 2018, you will begin receiving email notifications every business day, advising you of exceptions as usual, but also when there are no exceptions that day. Daily notifications provide a more consistent service. While you will continue to receive an email reminder 30 minutes before the deadline, beginning Tuesday, November 13, 2018, you will no longer receive a reminder phone call for exception items that have not been assigned a pay or return decision by the established 11:00 AM deadline. QUICKEN/QUICKBOOKS Instructions to change your designated financial institution in Quicken and QuickBooks will be available at cbbank.com/communitybank on Thursday, November 1, 2018. All Online Banking users will receive a reminder when instructions are available. MOBILE BANKING MOBILE BANKING APP Your Mobile Banking app will require an update after Conversion Weekend. If you don t have auto update turned on for your mobile device s apps, you will be prompted to update your Mobile Banking app beginning Monday, November 12, 2018. MOBILE DEPOSIT The standard Mobile Deposit limit is $1,500.00 per day. If you have questions about this limit, please contact your Business Financial Center or call 888.228.2265. Mobile Deposits will be processed and posted at the end of each business day. Deposits will be available for viewing online the following business day through Mobile Banking, Online Banking, or the RDC application. The Mobile Deposit deadline for same day deposit is 5:00 PM. STATEMENTS PAPER Important note: If you wish to continue to receive paper statements with check images, you will be charged $5.00 per account, per month. However, E-Statements with images are available at no charge. If you are already enrolled in E- Statements, there will be no change in service. If you would like to enroll in E-Statements and discontinue paper statements with Citizens Business Bank, please contact your Business Financial Center or call 888.228.2265 for assistance. Page 4 of 8
CLASSIC ELECTRONIC STATEMENTS If you currently see Classic statements as a document option in Online Banking, this will be changing to an image statement document option. E-STATEMENTS The Bank s E-Statement option allows you to eliminate paper statements and receive statements exclusively online. If you previously enrolled in E-Statements through Online Banking, you will continue to receive that service after Conversion Weekend. ACCESSING YOUR ELECTRONIC STATEMENTS Statements produced for the month of October 2018 will be unavailable through Online Banking after 6:00 PM on Friday, November 9, 2018 until Monday, December 3, 2018. If you require access during this period, please download or print your October statements before 7:00 PM on Friday, November 9, 2018. Cut-off statements produced at end of business on Friday, November 9, 2018 will be mailed directly to your address on file. These statements provide account activity and balances that begin after your October statement cycle through November 9, 2018. Cut-off statements will be available through Online Banking by December 3, 2018. Please contact your Business Financial Center if you would like to update your mailing address. Statements produced after Friday, November 9, 2018 will be available through Online Banking, as usual. INITIAL LOGIN TO ONLINE BANKING Follow these instructions to access Online Banking on Monday, November 12, 2018 and re-register your device. 1. Go to cbbank.com, click on Account Login, and select CBANK ONLINE BANKING. 2. Enter your Login ID and Password, and click Log In. 3. You will need a Secure Access Code to log in. Select a method of communication to receive a code. After receiving the code, type it into the field on the next Online Banking page. The code expires after 15 minutes. NOTE: If you select email communication and do not immediately see an email with the Secure Access Code, make sure to check your junk or spam filters for an email from alerts@securebanking.cbbank.com. 4. You have an option to register your device for easier access during future Online Banking sessions. You should not register your device if you are using a shared device or public network. FORGOT YOUR PASSWORD? 1. If you need to reset your password, click Forgot Your Password? from the login page and follow the instructions. 2. If you require assistance, please call Client Support at 888.228.2265. Page 5 of 8
ONLINE SECURITY Your online security is of the upmost importance. Citizens Business Bank will never contact you and ask for your login ID, password, account number, or any other personal information. If you receive an email, phone call, or pop-up window on your computer while accessing Online Banking, contact Client Support immediately at 888.228.2265. ONLINE BANKING CUT-OFF TIMES FOR SAME-DAY PROCESSING AUTOMATED CLEARINGHOUSE (ACH) ORIGINATION o Online Banking 4:30 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) REMOTE DEPOSIT CAPTURE o Remote Deposit 7:00 PM MOBILE DEPOSIT o Mobile Deposit 5:00 PM WIRE TRANSFER INITIATION o Wire Transfer Manual/Fax 1:00 PM o Wire Transfer Online (Domestic) 2:00 PM o Wire Transfer Online (International/USD) 2:30 PM o Wire Transfer Online (International/FX) 1:00 PM OTHER ONLINE BANKING FUNCTIONS o Stop Payment 7:00 PM o Internal Account Transfer 7:00 PM ONLINE BANKING TRANSACTION AND IMAGE HISTORY Transaction history 2 years Paid item, deposit ticket, and deposited item images 2 years E-Statements 7 years ONLINE BANKING RESOURCES Additional Online Banking resources will be made available at cbbank.com/communitybank after Thursday, November 1, 2018. Page 6 of 8
FREQUENTLY ASKED QUESTIONS When will Online Banking services be available after conversion? Online Banking services will be available Monday, November 12, 2018 after 7:00 AM. How will I access my Online Banking and Bill Payment services? Go to cbbank.com, click on Account Login, and select CBANK ONLINE BANKING from the drop-down menu. Use your current login ID and password. You may access Bill Payment through Online Banking, as usual. How will I access my Remote Deposit Capture service? Access RDC through Online Banking or the desktop icon, as usual, and use your current RDC User ID and password. What if I have deleted my Remote Deposit Capture desktop icon? You may continue to log into Remote Deposit Capture via Online Banking, or by accessing the login directly at: ipabcprod.fiservsco.com/webcaptureweb Will electronic statements continue to be available through Online Banking? Yes, you will have access to electronic statements. Additionally, if you previously enrolled in E-Statements and your paper statements were eliminated, you will continue to receive that service. See ACCESSING YOUR ELECTRONIC STATEMENTS for important information on which statements will be immediately available after conversion. If you would like to enroll in E-Statements and discontinue paper statements with Citizens Business Bank, please contact your Business Financial Center or call Client Support at 888.228.2265 for assistance. Will all my previous Online Banking information continue to be available? Yes, Online Banking activity prior to Conversion Weekend will remain available in Online Banking. How can I be sure information will be converted correctly? Your Online Banking services profile is being converted automatically. IMPORTANT: On Monday, November 12, 2018, carefully review the accuracy of all your Online Banking information, including recurring and future dated internal transfers, and call 888.228.2265 immediately to report any issues. Can I still use my security token? Yes, your existing security token will remain active for use after conversion. I initiate wire transfers and ACH transactions. Should I do anything differently? All Online Banking services, profiles, accounts and user entitlements are being converted, so your access will not change. Please note that an Online Banking popup alert will now appear if a transaction is submitted that exceeds the debiting account s Available Balance. If you require assistance after conversion, please contact Client Support at 888.228.2265. I import my banking information into Quicken/QuickBooks. Will I still be able to use this service? To use Quicken or QuickBooks with your Online Banking service, instructions will be available beginning November 1, 2018 at cbbank.com/communitybank. Page 7 of 8
Will I be charged a fee for Online Banking services? Some Online Banking services are assessed a fee. For additional information, refer to the Citizens Business Bank Business Banking Welcome Guide mailed in early October, which includes a Treasury Management Services Standard Schedule of Fees. You can also contact your Business Financial Center for a copy. Where can I get more information on other products and services offered by Citizens Business Bank? Please contact your Business Financial Center, visit our website at cbbank.com, or contact Client Support at 888.228.2265 for more information about Citizens Business Bank products and services. Page 8 of 8