TABLE OF CONTENTS. SECURE MAIL... PAGE 38 Inbox Messages... Page 38 Outbox Messages... Page 39 Saved Messages... Page 39 Compose New Mail...

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1 TABLE OF CONTENTS ACCOUNT ACCESS... PAGE 2 Account Summary... Page 2 Quick Transfer... Page 4 Transfer Funds... Page 5 Loan Advance... Page 7 Loan Payment... Page 9 Scheduled Transfer... Page 11 Transfer History... Page 12 Account to Account Transfer (A2A)... Page 13 BILL PAYMENT... PAGE 21 Pay Bills... Page 22 Payments-Pop-Up Calendars... Page 24 Quick Pay... Page 26 Schedule Payment Screen... Page 27 Payment Calendar... Page 28 Payment History... Page 29 Merchant Accounts... Page 33 SECURE MAIL... PAGE 38 Inbox Messages... Page 38 Outbox Messages... Page 39 Saved Messages... Page 39 Compose New Mail... Page 40 PERSONAL OPTIONS... PAGE 41 Personal Information... Page 41 Change Security Code... Page 41 Change Login ID... Page 42 Preferences... Page 42 Account Information... Page 43 Alerts... Page 44 EXPORT... PAGE 47 ADDITIONAL INFORMATION... PAGE 48 Page 1

2 Account Access Account Summary screen allows you to view a list of your accounts and balances. Column titles can be selected to sort or reverse the order of information contained in the column of the title selected. Page 2

3 From the Account Summary screen, you can click on any of your Account number link to display the Account History / Detail and other options: Sample screen shot of Account History: Page 3

4 Quick Transfer section allows your to perform an immediate transfer between your deposit accounts. Set Up an Immediate Transfer To set up an immediate transfer, you must perform the following steps: Select the FROM account Select the TO account Enter the amount Approve the transfer information by clicking the TRANSFER button. Page 4

5 Transfer Funds screen allows you to do an Immediate or Scheduled transfer between deposit accounts. Scheduled transfers can be a One-Time or a Recurring transfer. Set Up a One-Time Transfer To set up a one-time transfer, you must perform the following steps: Select the FROM account Select the TO account Enter the amount Enter the date to process the transfer Set Frequency to ONLY ONCE Set Number of field to blank. Approve the transfer information by clicking the OK button. Set Up an Automatic (recurring) Transfer To set up an automatic transfer, you must perform the following steps: Select the FROM account Select the TO account Enter the amount Enter the date the first transfer will be processed Select desired Frequency. The choices are: Weekly Every 2 Months Every 2 Weeks Quarterly Twice a Month Every 4 Months Monthly Twice a Year Enter the Number of transfers to be processed Approve the transfer information by clicking the OK button. Page 5

6 Additional NOTES on Transfers, Loan Advance and Loan Payments: NOTE You can set up initial transfers, advances and payments up to 18 months in advance. You can review, change or cancel a transfer, advance and payment up to the day of the transfer. When you approve your transfer, advance and payment, you will receive a confirmation number. NOTE When the last automatic transfer, advance or payment is processed, you will receive an automatic message. NOTE You can schedule automatic /recurring transfers for a period of up to ten (10) years. NOTE If you specify Twice a Month for the transfer, advance and payment frequency, the dates are automatically calculated as an offset from the 1 st and 15 th. The system determines how many days the requested date is from the 1 st or 15 th, depending on whether the requested date is during the first or second half of the month. The second date is then determined by counting the same number of days from the 1 st or 15 th. NOTE Scheduled transfers, advances and payments are processed Monday through Central, with the exception of federal holidays. NOTE All recurring scheduled transfers, advances and payments that fall on weekends or federal holidays will be processed on the business day prior. Page 6

7 Loan Advance screen allows you to do an Immediate or Scheduled loan advance from a Loan account to a Deposit account. Scheduled transfers can be a One-Time or a Recurring transfer. Set Up an Immediate Loan Advance To set up an immediate loan advance, you must perform the following steps: Select the FROM loan account Select the TO deposit account Enter the amount Approve the advance information by clicking the OK button. Set Up a One-Time Loan Advance To set up a one-time loan advance, you must perform the following steps: Select the FROM loan account Select the TO deposit account Enter the amount Enter the date to process the transfer Set Frequency to ONLY ONCE Set Number of field to blank. Approve the transfer information by clicking the OK button. Page 7

8 Set Up an Automatic (recurring) Loan Advance To set up an automatic loan advance, you must perform the following steps: Select the FROM loan account Select the TO deposit account Enter the amount Enter the date the first loan advance will be processed Select desired Frequency. The choices are: Weekly Every 2 Months Every 2 Weeks Quarterly Twice a Month Every 4 Months Monthly Twice a Year Enter the Number of loan advance to be processed Approve the loan advance information by clicking the OK button. Page 8

9 Loan Payment screen allows you to do an Immediate or Scheduled loan payment from a Deposit account to a Loan account. Scheduled transfers can be a One-Time or a Recurring transfer. Set Up an Immediate Loan Payment To set up an immediate loan payment, you must perform the following steps: Select the FROM Deposit account Select the TO Loan account Enter the amount Approve the loan payment information by clicking the OK button. Set Up a One-Time Loan Payment To set up a one-time loan payment, you must perform the following steps: Select the FROM Deposit account Select the TO Loan account Enter the amount Enter the date to process the loan payment Set Frequency to ONLY ONCE Set Number of field to blank. Approve the loan payment information by clicking the OK button. Page 9

10 Set Up an Automatic (recurring) Loan Payment To set up an automatic loan payment, you must perform the following steps: Select the FROM Deposit account Select the TO Loan account Enter the amount Enter the date the first loan payment will be processed Select desired Frequency. The choices are: Weekly Every 2 Months Every 2 Weeks Quarterly Twice a Month Every 4 Months Monthly Twice a Year Enter the Number of loan payments to be processed Approve the loan payment information by clicking the OK button. Page 10

11 Scheduled Transfer screen enables you to view any transfers set up but not yet processed. You can view the detailed transfer information, and also change or delete any transfer information, as necessary. Any changes must be completed by 1:00pm Central on the date the transfer is to be processed. Page 11

12 Transfer History screen enables you to view detailed information of all your processed transfers. The Search function enables you to find any particular transfer transaction. Transfer History is stored on the system for 18 months. You can Search by Transfer Details, using any combination of search criteria or by Confirmation Number. NOTE If using the AMOUNT search criteria, the system will return results plus/minus $10.00 of the amount entered. The transfer history results page will show if the transfer status shows Processed or Failed. Page 12

13 Account-to-Account Transfers (A2A) This new feature will allow you to transfer funds between accounts at different institutions. You will be able to: Maintain a list of accounts to be used for A2A transfers Validate access to accounts at outside financial institutions Perform one-time or recurring A2A transfers View A2A transfer status and history A2A transfers are processed through ACH. To mitigate Enterprise Credit Union s risk for returned items, Virtual Branch staggers the debit and credit transactions. The debit transaction is initiated on the scheduled transfer date, the credit transaction is initiated, only if the debit is not returned, on the 4 th business day. The total time for an A2A transfer to complete is 4-6 business days. At least one side of the transfer must use an account at the home institution (Enterprise Credit Union). A2A Transfer Feature/Function Details The first time you access A2A transfers, you will be required to accept Enterprise Credit Union s terms and conditions. You will then be routed to the Introduction screen. This screen will include information about any fees that Enterprise Credit Union will charge as well as standard instructions on how to add and confirm accounts and perform transfers (Figure 1). Figure 1 Page 13

14 When you click the A2A Transfer link, a sub-menu appears across the top of the screen. Go to the Manage Accounts screen to add any accounts you want to transfer to or from that are outside Enterprise Credit Union. All existing accounts will be listed on the Manage Accounts screen along with their status (Figure 2). You can add new accounts, delete existing accounts, and confirm accounts that have been added but not yet confirmed directly from this screen. Figure 2 Page 14

15 When adding a new account to the A2A Transfers list, you can enter the Routing and Transit Number of the financial institution (RTN) directly (Figure 3) or search for it by entering the financial institution name and selecting it from the resulting list (Figure 4). Figure 3 Figure 4 Page 15

16 After selecting the financial institution, you will be asked to enter the specific account information (Figure 5). Enterprise ANYWhere will then initiate two small deposits (random amounts of a few cents) and one withdrawal transaction to that account the total amount of the deposits and the withdrawal will net to zero. You must look up the amounts of these transactions from whatever external source normally used to access the account, and then must confirm access to that account by entering the correct amounts of the deposit and withdrawal transactions on the Confirm New Accounts screen (Figure 6). Figure 5 Figure 6 Page 16

17 After adding and confirming your transfer accounts, you will go to the Schedule Transfers screen to add a new A2A transfer (Figure 7). Confirmed accounts will appear in the To/From drop-down lists. Users can schedule transfers to occur at the following frequencies: Only Once Weekly Every 2 Weeks Twice a Month Monthly Every 2 Months Quarterly Every 4 Months Twice a Year. You will see a transfer confirmation screen after clicking the OK button. Figure 7 Page 17

18 On the Review Transfers screen, you can see a list of all transfers that are In Process or Scheduled (Figure 8). For In Process transfers, you can click the Details link to see a detailed status of the transaction (Figure 9). For Scheduled transfers, you can either see details about the scheduled transaction (Figure 10) or you can delete the transfer by clicking the Delete link (Figure 8). Figure 8 Figure 9 (Transfer Details for In Process Transfer) Page 18

19 Figure 10 (Transfer Details for Scheduled Transfer) On the Transfer History screen, you can see a list of all transfers that have completed (Figure 11). You can click the Details link to see detailed information about the transaction (Figure 12). Figure 11 Page 19

20 Figure 12 (Transfer Details for Completed Transfer) Page 20

21 Bill Pay The bill payment service allows you to pay bills on the Internet. The bill pay function includes scheduling payments to merchants, reviewing and changing any scheduled payments and review of payment history. Scheduled payments can be scheduled for certain dates and the system will provide a confirmation number for every payment. Bill Pay also keeps track of a customer s payment history, which makes it an excellent record keeper. The usage of Bill Pay essentially involves three steps for you: Set up a personal list of merchants/payees To pay bills, a list of merchants/payees must be added to the your personal merchant list, including the payee address, phone number and account number. Schedule a payment Payments can be made for one-time only or recurring for as many times as you specify for up to 10 years. The first payment date cannot be for more than 18 months in the future. Payments are processed Monday through Central, with the exception of federal holidays. In the event a recurring scheduled payment falls on a weekend or federal holiday, the payment will be processed on the business day prior. Change or Delete a Payment You can change or delete any payment information, as necessary. Any changes must be completed prior to the start of the payment cycle on the date the payment is to be processed. Bill Pay uses one of the following methods to remit the payment to the payee: Electronic Payments When this method is used, you will receive a recommendation to set up the payment at least two business days before the due date. Check Payment When this method is used, you will receive a recommendation to set up payment at least five business days before the due date. (See note below.) NOTE The recommended lead times are provided to ensure the merchant receives the payment in a timely manner. Posting of the payment is the responsibility of the merchant. Page 21

22 Pay Bills This screen allows you to pay one merchant at a time. The screen is separated into two sections: Frequently Used Merchants (Primary) and Other Merchants (Secondary). Once a merchant is selected and the Setup/Change button is pressed, enter the following data: Date, Amount, Account, Frequency, Number of Payments and Comment. Sample screen shot of Pay Bills: Date can be typed in or selected from the drop-down calendar. If the date is a weekend or Federal holiday, you will be prompted to select another date. The payment date can be scheduled as far as eighteen (18) months in the future. The first payment to a merchant needs to be scheduled at least five (5) business days before the payment due date. Because at this time, it is not known if the merchant accepts electronic payments or if a check must be printed and mailed. On subsequent payments, a message will be displayed to you indicating a two (2) business day lead time for an electronic payment or a five (5) business day lead time if a paper check will be created for payment delivery. If the payment is made by paper check, it will be sent by regular mail. Amount is entered in whole dollars or dollars and cents. There is a pre-determined limit on the amount a customer can pay to one merchant. This limit is controlled through a financial institution parameter. Account is selected from the drop-down list of available checking accounts. Frequency options are in the drop-down list. Example: Weekly, monthly, etc. Page 22

23 Recurring Payments (automatic) are scheduled payments set up to occur on the same day or date for a designated period (for example: monthly on the 15 th ). If one of these recurring dates falls on a non-business day, the payment is processed on the preceding business day. Number of Payments is only required if this is a recurring payment; otherwise it is left blank. Payments can recur for up to ten (10) years. Comment field is for your records only and is not sent to the merchant. You can only set up one payment to an individual merchant in a single payment cycle unless the merchant is added twice to their list of merchants. To prevent you from inadvertently scheduling the same payment twice, a warning message is displayed if a payment has been made to this same merchant within the last seven (7) days. Customer can also utilize the built-in pop-up calendars. Page 23

24 Payments Popup Calendars The pop-up calendar used for scheduling payments highlights available payment dates and displays send to and deliver by dates. This pop-up calendar appears on the Setup/Change Payments Payment Detail and Quick Pay screens. In this example, the merchant s lead time is 5 business days, so the Send On date shows the 9 th and the Deliver by Date shows the 16 th. Business days appear in black. Weekends and federal holidays are grayed out, and when you hover over a date, the calendar will indicate the delivery date based on the recommended 2- or 5-day lead time for that merchant. In addition, all days in the past will be grayed out, including the current day if the cycle cutoff for scheduling payments has already occurred. The pop-up calendar will display current month and next month by default. You will be able to scroll forward by clicking the arrow on the calendar. All other pop-up calendars within the application (i.e., Payment History, Export Payment History) will display a single month at a time with the ability to scroll from month to month. Page 24

25 Once the payment information has been entered and submitted, a Confirmation screen is displayed showing the details of the payment scheduled. A unique confirmation number is assigned every time a payment is scheduled and modified. Page 25

26 Quick Pay The Quick Pay screen allows you to schedule multiple payments on the same screen. You can schedule a payment by selecting a Merchant and entering an Amount, Date, Payment Frequency, and Number of Payments for any number of payments. Payments are then submitted using the Setup button. Bill Payment Optional Text Message on -Pay Bills & Quick Pay screens. Merchants with scheduled payments are not listed below - see Scheduled Payments Merchants that appear on this list are Frequently Used Merchants - see Merchant Accounts Calendar icon will display pop-up calendar that highlights the available payment dates and displays the Send To and the Deliver By dates. Page 26

27 A separate confirmation number will be generated for each scheduled payments. Scheduled Payments Screen Scheduled and recurring payments can be set-up 18 months in advance of the payment processing date. Automatic payments can occur over a period of 10 years. Sample screen shot of Scheduled Payments: The Scheduled Payments screen includes a total of all scheduled payments at the bottom of the list. Page 27

28 Payment Calendar Members with bill payments will be able to access a calendar view of scheduled and processed payments via the new Payment Calendar link on the left navigation menu. The Payment Calendar will display a five-week-at-a-time view of payments. You can click on the arrows at the top of the calendar to scroll to previous and future periods. Each day will show a list of all payees and amounts scheduled for payment on that day, and the total amount of all payments scheduled for that day. You can click on the listed payments to drill down to Payment History for payments that have already been processed, or to Payment Details for payments that have not yet been processed. The total scheduled payments and total processed payments for the period will be listed directly below the calendar. Sample screen shot of Payment Calendar: Page 28

29 Payment History screen enables you to view detailed information of all your processed bill payments. The Search function enables you to find any particular payment transaction. You can Search by Payment Details, using any combination of search criteria or by Confirmation Number. NOTE If using the AMOUNT search criteria, the system will return results plus/minus $10.00 of the amount entered. Sample screen shot of Payment History: The Payment History is retained for 7 years. Once the transaction is located, Payment Details will provide information about the processing of the payment. The payment method may be electronic or check. Some fields will be blank until all information is received from the remittance processor. If a payment processed that day, only the merchant name, payment date, amount, confirmation number, and debit method will display. If the payment method is electronic, all check fields will remain blank. If a check has been sent to a merchant but has not yet cleared, the check status and date check cleared will be blank. When the check clears, the status will show Cleared and the date will be provided. Confirmation of the actual payment posting will need to be obtained from the merchant. Page 29

30 Payment History Search Results List On the Payment Details screen, there is a Research Request option. If you have a question regarding a payment, this request is completed and submitted for investigation. You can initiate a payment research request for a specific payment. This process is called Payment Investigation. Page 30

31 Payment Research Request Template: Payment Investigation Procedures When a customer initiates a payment investigation, this request is sent to the FI Admin Secure Mail service. The FI reviews the request and forwards it on to Customer Service. There are two priority codes that the payment investigation can be initiated under by Customer Service; high and normal. The payment investigation will be initiated as high if any or all of the following exist: The customer has requested a stop payment The customer s account or service is in jeopardy, The payment is for a mortgage Once the request is received from the FI, high priority cases are immediately addressed the same day they are received by customer service, and the merchant is contacted within 24 hours. Customer Service will provide an update regarding the case within 3-5 business days via secure mail to the FI and the FI will in turn forward this message to their customer. All other payment investigations are initiated as a normal priority. In such cases, the merchant is contacted within 72 hours after preliminary research is performed. It is important to note that in both situations, Bill Pay commits to follow up within the timeframes indicated. However, many merchants require additional follow-up time and investigation windows before resolving the payment issue. Consequently, resolution cannot be guaranteed within the same timeframes. Page 31

32 Policy and Procedures for Late Fees Due to factors beyond our control such as the US Mail and payment processing at the merchant, it is not guaranteed that a payment will post on the fifth business day (or second, if issued electronically). However, if all payment guidelines were followed and the payment is still posted late to your account, an attempt to waive the late fees with the merchant will occur. If the merchant is unwilling to waive late fees, Bill Pay commits to covering up to $50 in fees assessed by a merchant. It is imperative to note that merchant grace periods are not taken into consideration. This is imperative to note when considering mortgage payments, as the due date are typically the 1 st of each month. If the payment is late due to incorrect information provided by the customer (e.g. incorrect address or account number), the late fee(s) will not be covered by Bill Pay. Page 32

33 Merchant Accounts screen enables you to create a personal list of payees. Merchant information must be set up before a payment can be scheduled. This includes the merchant name, address and account number. Ongoing, the merchant will be selected from the merchant accounts list, therefore eliminating the need to enter the information for each payment. Although payments can be made to any merchant, it is recommended that payments not be made to governmental agencies and tax administration offices due to potential liability if the payment is not received. Sample screen shot of Merchant Accounts with merchants listed: Sample screen shot of Merchant Accounts with no merchant listed: The Add Merchant link is displayed on the top right-hand side of the screen. The following options are available: Merchant Details Add Merchant Add Account Delete Page 33

34 Add Merchant The Add Merchant link is displayed on the top right-hand side of the screen of the Merchant Account screen. This screen allows you to enter the detailed information for a new merchant. This screen contains the merchant name to which the payment will be made. Note: Address Line 1 must begin with the number and then street address, or P.O. Box Only (not both). Address Line 2 must begin with Attn: or C/O: and then follow with remaining information (if needed) The User Specified Account Name field allows you to add up to 27 positions of text to help identify this merchant on the list of merchants. Examples could be lawn service, credit card, home phone. This text is only for your use and is not sent to the merchant. The Frequently Used Merchant field enables you to specify whether this merchant should appear in a Primary list of merchants or in a Secondary list. Only Frequently Used Merchants will appear on the Quick Pay screen. Page 34

35 This is a standard message that will display every time a NEW merchant information is added to the merchant list. Merchant Details This screen will display the: Merchant name of merchant to which the payment will be made Address mailing address where the payment will be sent to Phone Number Account Number User Specified Account Name account nickname Frequently Used Merchant checkbox - Only Frequently Used Merchants will appear on the Quick Pay screen. Any information on the Merchant Details screen can be maintained anytime. Page 35

36 Add Account When adding a merchant account, click the merchant name link to display the Merchant Details screen. From the Merchant Details screen, click the Add Account link on the top right-hand side of the screen. Page 36

37 Add Account allows you to add a new account for an existing merchant. The merchant name, address, and phone are displayed on the screen but are protected. You can add the new Account Number, User Specified Account Name and flag merchant as Frequently Used Merchant or not. Delete Merchant Delete allows you to delete a selected merchant from the list of merchants unless there is a payment scheduled or in progress. To delete a merchant, click the Delete link to the right of the Merchant display on the Merchant Accounts screen. Page 37

38 Secure Mail function allows bi-directional communication between you, and Enterprise Credit Union s Member Service. Inbox Messages screen enables you to View, Read, Save, Reply and Delete incoming messages. Page 38

39 Outbox Messages screen list all messages you sent out. Saved Messages screen lists all messages saved. Page 39

40 Compose New Mail screen allows you to send a secure to Enterprise Credit Union. Page 40

41 Personal Options screen contains the following options: Personal Information Change Security Code Change Logon ID Preferences Account Information Alerts Personal Information: The Personal Information screen displays your demographic information. With the exception of the address, the information may not be changed on this screen. Change Security Code This screen allows you to change your Security Code. Page 41

42 Change Logon ID This screen allows you to change your Logon ID. Preferences This screen allows you to designate personal preferences. Page 42

43 Account Information The Account Information screen allows you to view your accounts. The masked bank account number will also be stored in the Account Nickname field. All bank account numbers are masked unless you have created a unique account nickname. In this case, the member created nickname will be displayed. Page 43

44 Alerts The Alerts screen lists a number of events that triggers an alert message to you. This option allows you to specify which notification of incidents they want to receive through Internet mail. The Internet message simply gives you enough information to route them to the detailed secure mail message within the internet banking & bill pay system. No secure information is included in the Internet message. General Alert: Accounts Alert (optional): Page 44

45 Transfer Alert: Bill Pay Alert: Page 45

46 Scheduled Reminders (optional) This reminder allows you to customize a reminder by setting the date and allows for free-form subject line and text. All current Scheduled Reminders will be displayed and refreshed every time the user clicks Delete or Add. The Send To address will offer a drop down selection box for addresses in case the user wishes to select a different address rather than using the default address. Page 46

47 Alert History: You will be able to view 45 days of sent alerts on the Alert History screen Export The Export feature allows the customer to download transactions to their Personal Financial Manager (PFM). NOTE Older versions of Intuit s Quicken TM product up to 2004, and all versions of Microsoft Money TM are supported by our system. Quicken 2005 and the newer versions require Web Connect from Intuit. Page 47

48 Additional Options: Mail This mail link is the same as Inbox Messages under Secure Mail. Envelope and New will precede Mail when Inbox contains mail to view. Help - Contains frequently asked questions to assist members. Exit Used to exit Virtual Branch. Page 48