First Financial Bank Online Banking User Guide

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1 First Financial Bank Online Banking User Guide

2 Table of Contents INTRODUCTION...5 ACCESSING ONLINE BANKING...5 Enrolling in Online Banking...5 Logging In GETTING AROUND Home Page Home Page: Account List Home Page: Account Summary Navigation Menu Menu Options MANAGING ACCOUNTS Viewing Account Details and History Inquiring about a Transaction Changing Account Names and Display Order Adding an External Account Opening a New Account MANAGING TRANSACTIONS Transferring Funds Account to Account Creating a Recurring Transaction Viewing Online Banking Activity Cancelling Recurring Transactions Transferring Funds Person to Person Making a One-time Transfer Linking an Account for Person to Person Transfers SENDING/VIEWING SECURE MESSAGES Sending Messages

3 Viewing/Managing Messages Viewing Messages Deleting Messages/Conversations Preserving Messages SETTING PREFERENCES Changing Account Name and Display Order Updating Your Profile Setting Security Preferences Changing Password Changing Login ID Adding/Updating Secure Delivery Contact Information Requesting an Address Change BANKING WITH TEXT MESSAGES Enrolling in Text Banking Enabling/Disabling Text Banking by Account Using Text Banking Terminating Text Banking VIEWING STATEMENTS ONLINE Enrolling in e-delivery Viewing Statements Online Changing Address for e-statement Notifications PROTECTING YOUR BANKING INFORMATION Changing Password Managing Alerts Creating Alerts Disabling/Enabling/Editing Alerts Setting Security Preferences

4 Adding/Updating Secure Delivery Contact Information REORDERING CHECKS PAYING BILLS

5 Introduction First Financial s retail online banking services include: Account Management Review account(s) summary, details and history. Bill Payment Pay bills. Check Ordering E-statement Finance Management Mobile Banking Manage transactions: transfer account to account, add external accounts, stop payment. Schedule payments. Use Ping Pay to send money to a third party. Reorder checks online. All retail clients are eligible to register for online banking. Accessing Online Banking Enrolling in Online Banking Enroll in electronic delivery of statements. Use Panorama to aggregate financial information from across the web into a consolidated view. Access online banking services via smart phone. There are three ways in which a client can enroll in online banking: 1. End-to-end enrollment from bankatfirst.com that allows the client to enter all banking details and immediately log in to online banking. This requires the client has an existing Customer Information File (CIF) in our core baking software. 2. Enrollment by an FFB associate using the enrollment (Important Links > Deposit Tools Online) forms accessible from the FFB intranet home page. This also requires the client has an existing Customer Information File (CIF) in our core baking software. The client can log in immediately after enrollment. ( 3. Enrollment by an FFB associate using the enrollment forms accessible from the FFB intranet home page (Important Links > Deposit Tools Online) that is manually submitted to Operations, the account(s) set up on the back and end and the client notified by when the online banking setup is complete. 5

6 To enroll in online banking from bankatfirst.com: 1. On the home page, click learn more in the online banking section. 2. Click Enroll Now. 3. Click Personal or Business Online Banking Enrollment. 4. Complete the registration form, then click Submit Enrollment. 6

7 The Enrollment Successful confirmation page opens. 5. For business banking, the registration form requires different information. Complete the form, then click go. 7

8 The Client is contacted by the nearest Banking Center regarding Business Banking setup. 6. Personal banking clients, click the here link to complete enrollment. The Secure Access Code selection page opens. 8

9 7. Click a button to select the method for delivery of the Secure Access Code used to verify your identity during first-time log-in. The Enter Access Code page opens and the access code is sent by phone, text message or Enter the access code, then click Submit. The Password Reset page opens. 9. Enter a new password, then click Submit. The User Profile page opens. 9

10 10. Complete the profile form, then click Submit Profile. The Online Banking and Bill Payment User Agreement opens. 10

11 11. Read the agreement, then click I Accept (required to proceed). The Device Registration page opens. 12. If you are using a private device (computer, Ipad, etc.) that you will continue to use in the future, click Register Device. Otherwise, click Do Not Register Device. The online banking Accounts page opens, and you are logged in to online banking. Logging In To log in once enrolled: 1. On the bankatfirst.com home page, roll the cursor over account login. Enter the Login ID you created during the registration process (1), then click go (2). After logging in the first time, the ID can be changed. The online banking login page opens. 11

12 2. Enter your password (1), then click go (2). The Accounts home page opens. 3. Note: If you were enrolled in online banking by a First Financial associate and received your login credentials via , select I am a First Time User (1), then click Login (2). Follow the steps to complete the first time log in. 12

13 Getting Around Home Page Once logged in, the Accounts home page opens. Home Page: Account List The Accounts home page shows the list of accounts. Click any entry for account details, including history. 13

14 Home Page: Account Summary The Account Summary graph is below the account list. Click any section of the graph to see more detail to the right of the graph. 14

15 Navigation Menu Atop every page of the online banking system, functions are found in the persistent navigation menu. Menu Options Transactions provides access to: Add External Account for transfers View online banking activity Transfer funds View Credit Card info Services provides access to: Change address information Manage alerts Access Bill Payment service Reorder checks View e-documents Open a new account Manage finances with Panorama Stop a payment 15

16 Preferences allows you to: Change account name Update Profile information Set Security preferences Enroll in Text Banking Secure Messages allows you to view messages from First Financial or send messages to the bank. Locations provides access to Google map of banking centers and ATMs. Help provides access to online help. Log Off to exit online banking. 16

17 Managing Accounts Viewing Account Details and History To view account details and history: 1. On the Accounts home page, click the account name. The Account Details page opens. 2. To search the transaction history, enter search text in the Description field, then press <Enter>. The history entries are limited to entries containing the search text in the Description. 17

18 3. To filter the transaction history, click Show Filters. 4. Enter the desired filter options, then click Apply Filters. The history entries are restricted according to the selected filters. 5. To view transaction details, click a transaction in the History list. The transaction details page opens. The image icon indicates the presence of a scanned image, such as a check. Images display with the details. 18

19 6. To return to the home page, click the return arrow. Inquiring about a Transaction To send a message to Customer Service regarding a specific transaction: 1. Click the transaction in the History List, then click Ask about transaction. The Transaction Inquiry page opens. 2. Enter the message text. To attach a supporting document, click the paperclip icon (1). To send the message, click Send (2). The confirmation page opens. 19

20 3. Click Close. The Secure Messages page opens with a copy of the message (see Sending Messages for more detail). 20

21 Changing Account Names and Display Order To change account names and display order: 1. On the Accounts home page, click edit. The Account Preferences page opens. 2. Enter the new account name(s) (1). To change the display order, number the accounts in the desired order (2), then click Submit (3). The Accounts page opens showing new account names and display order. 21

22 Adding an External Account You can link an account from an external financial institution to your First Financial online banking configuration so that you can transfer funds between the accounts. To add an external account: 1. In the Transactions menu, click Add External Account. The Add an External Account page opens with instructions for adding the external account. 2. Enter the bank routing and account numbers, plus account type. To add a savings account, please contact your financial institution for the routing number that they use for savings deposits. Also verify if your account is eligible for ACH transactions. 22

23 3. Click Continue. The external account request is confirmed, and the confirmation page opens. Two "micro" deposits will be generated and sent to your external account (typically within five business days). Micro deposits are random deposits in amounts less than $1. Once you have received these two micro deposits in your external account, make note of both amounts as you will need them later in the verification process. 4. To verify the external account, click Transactions > Add External Account and then click the verification link in Step 2 on the bottom of the page. The retrieve list of external account requests page opens. 5. Click Continue. The Account Verification page opens. 6. Enter the trial deposit amounts. 23

24 7. Click Continue. The account is verified and the External Account Authorization page opens and the account can be used for Account to Account transfers. Opening a New Account To open a new account: 1. Click Services (1), then click Open an Account (2). The new account Primary Information tab opens in a new browser window. The accountholder information is pre-filled. 24

25 2. Complete the four tabs of the form by entering any missing information: Personal Information (1), Accounts & Services (2), Fund Account (3) and Confirmation (4). Some information is read-only and cannot be altered. A confirmation number is issued. The account is set up by First Financial within 1 2 business days, and you will receive an confirming the account availability. 25

26 Managing Transactions You can easily transfer funds between your own First Financial accounts to another First Financial accountholder s account or between a First Financial account and an external account. Transferring Funds Account to Account To transfer funds account to account: 1. In the Transactions menu, click Transfer Account to Account. The Funds Transfer page opens. 26

27 2. To make a single transaction, select the From and To accounts (1), enter amount (2) and select date (3). Add memo if desired, then click Transfer Funds (4). The transfer is scheduled and the Transaction Authorized page opens. 27

28 Creating a Recurring Transaction To create a recurring transaction: 1. When creating an account to account transfer, select the Make this a recurring transaction check box. 2. Enter the schedule information: repeat frequency, start and end dates. 3. Click Transfer Funds. The transfer is scheduled and the Transaction Authorized page opens. Recurring transactions can be viewed or cancelled by Viewing In Activity Center. 28

29 Viewing Online Banking Activity Online Banking Activity enables you to view single and recurring transactions, as well as deposited checks. To view online banking activity: 1. In the Transactions menu, select Online Banking Activity. The Online Banking Activity page opens showing Single Transactions. 2. Click Recurring Transactions (1) or Deposited Checks (2) to view the related transactions. 29

30 Cancelling Recurring Transactions To cancel a recurring transaction: 1. In the Transactions menu, select Online Banking Activity. The Activity Center page opens showing Single Transactions. 2. Click Recurring Transactions. The list of Recurring Transactions opens 3. Click Actions (1), then click Cancel series (2). 30

31 The Cancel Transaction confirmation page opens. 4. Click Confirm. The cancel confirmation page opens and the recurring transaction is cancelled. Transferring Funds Person to Person Person to Person Transfer enables you to make a single transfer to another First Financial Bank accountholder or link another First Financial Bank accountholder's account (for deposit purposes only) to your online login information. If you plan to make more than one transfer to the other accountholder, or if you need to create a recurring or future-dated transfer, linking the account is required. Making a One-time Transfer 1. In the Transactions menu, click Transfer Person to Person. The Add A Deposit-Only Account page opens. 31

32 2. Click Single Transfer. The account information page opens. 3. Enter the From Account (1) and Amount (2). Enter optional Description. 4. Select the Recipient s Account Type (3), enter Recipient s Address (4) and Last 4 Digits of Account (5). The address must be the official address associated with the Recipient s First Financial account. 5. Click Submit (6). The transfer is immediately made and the Transaction Authorized page opens. 32

33 Linking an Account for Person to Person Transfers To make more than one transfer to another First Financial accountholder, or to create a recurring or future-dated transfer to another First Financial accountholder, linking the account is required. To link an account: 1. In the Transactions menu, click Transfer Person to Person. The Add A Deposit-Only Account page opens. 2. Click Link Account. The Link An Account page opens. 33

34 3. Select the Account Type (1), enter the Recipient s Address (2), enter Last 4 Digits of Account (3), then click Submit (4). The account is linked and the Account Linked confirmation page opens. Next time you log in to online banking, the account appears in the To accounts list of the Funds Transfer page. 34

35 Sending/Viewing Secure Messages Online banking makes it possible to send to and receive message from various First Financial departments. Sending Messages To send a secure message: 1. There are three ways to send messages to the bank. Click Ask about account on the Account Details page to send a message to Customer Service. Click Ask about transaction on an account detail entry to send a message to Customer Service: Click the Secure Messages menu (1), then click New Conversation (2). The New Conversation page opens. 35

36 2. Using the Secure Messages option, you can select a specific department in the With drop-down (1). 3. Enter the Subject (2) and Message (3). Click the paperclip to attach a file or document, if desired (4), then click Send (5). The is sent and the Message Sent confirmation page opens. 4. To respond to a specific message, select the message on the Secure Messages page (1), then click the respond icon (2). 36

37 Viewing/Managing Messages The Secure Messages page contains copies of the messages you send and those you receive from the bank. By default, messages remain in your inbox for six months prior to being deleted. Viewing Messages To view messages: 1. Click the Secure Messages menu. The Secure Messages page opens. 2. To view a message, select it on the left. The message text appears on the right. Deleting Messages/Conversations 1. To delete messages or conversations, select the message(s)/conversation(s) on the left (1), then click the trash can (2). Or, in the message body, click the trash can (3). The Delete Conversation? prompt opens. 37

38 2. Click Delete. The conversation is deleted and the Conversation Deleted confirmation opens. Preserving Messages To prevent messages from expiring: 1. In the message pane on the right, select the This message should never expire check box. The message will not be deleted from the inbox after six months. 38

39 Setting Preferences Changing Account Name and Display Order You can change the display names and order of the accounts listed on the Accounts home page. Refer to Changing Account Names and Display Order. Updating Your Profile Profile information is associated with your online banking user record. To update your address, use the Services > Address Change request, as this is a special function that requires processing on First Financial s core banking software. Changing the address in your Profile will NOT update the address information associated with your accounts. To update your profile: 1. Click Preferences (1), then click Profile (2). The Profile page opens. 2. Update the information, then click Submit Profile. The profile is changed, and the update confirmation message appears. 39

40 Setting Security Preferences To set Security Preferences: 1. Click Preferences (1), then click Security Preferences (2). The Security Preferences page opens. Changing Password To change your password: 1. Follow the steps to set security preferences, then click Change Password. The Change Password page opens. 40

41 2. Enter the old password, new password twice (2 3), then click Change Password (4). Password must be 8 25 characters, including one number and one special character. The password is updated and the Password Change Complete confirmation page opens. Changing Login ID To change your Login ID: 1. Follow the steps to set security preferences, then click Change Login ID. 2. Enter the New Login ID (1), then click Submit (2). 41

42 The ID is changed and the Login ID Change Complete confirmation page opens. Adding/Updating Secure Delivery Contact Information An Access Code is generated and sent to you to verify your identity when certain online transactions are attempted. You can receive Access Codes via , text or phone. You choose the delivery method at the time. To Add/Update Secure Delivery Contact Information: 1. Follow the steps to set security preferences, then click Secure Delivery. The Secure Delivery Contact Information page opens. 2. Click Edit or Delete (1) to modify existing information, or click New options (2) to add new instances of address, text or phone numbers. You can have more than one instance of each delivery method. The contact type information page opens for editing or the existing information is deleted. 3. Click Save to save changes. 42

43 Secure Delivery Contact Information is added or saved and the Save Successful confirmation page opens. Requesting an Address Change An address change request must be submitted in order for First Financial to update your record in the bank s core software system. This is the address associated with your accounts. To submit an address change request: 1. Click Services (1), then click Address Change (2). The Address Change page opens. 43

44 2. Select the account(s) to which the address change applies, then compete the address form (2). 3. Click Submit. The request is submitted to First Financial and the change is made in 1 2 business days. The Address Change confirmation page opens. 44

45 Banking with Text Messages Text Banking allows you to you send a text message to First Financial with a command. When the command action is complete, the text message reply includes the information or the results of the action. You send the text message to (BANKME). The commands vary according to your settings. When you send or receive a text banking message, normal text message and data rates apply. Enrolling in Text Banking To enroll in Text Banking: 1. Click Preferences (1), then click Text Enrollment (2). The Text Enrollment page opens. 45

46 2. Click the On/Off button to set it to On (1), enter a valid phone number for texts (including area code) (2), and select the Agree To Terms check box (3). 3. Read the Program Description, Costs, and other sections, then click Save (4). The Text Enrollment information is saved and the Enrollment Successful confirmation page opens. In addition, a welcome message is sent from (BANKME) to the text number specified: 46

47 Enabling/Disabling Text Banking by Account To enable Text Banking with an account: 1. Click Preferences (1), then click Account Preferences (2). The Account Preferences page opens. 2. Click Text. The Text Account Preferences page opens. 3. Enter unique account nicknames for Text Banking (1), select Enabled check box (2), set display order (3), then click Submit (4). Account name has maximum of four characters. De-select the Enabled check box to terminate Text Banking at the account level. 47

48 The Text Account Preferences updated successfully confirmation message displays. Using Text Banking To use Text Banking, send text messages to (BANKME). The commands will vary according to your settings. Commands may include: BAL <account nickname> HIST <account nickname> XFER <from account nickname> <to account nickname> <amount> LIST HELP STOP Displays the current account balance for the account that you specify. Displays the recent history for the account that you specify. Transfers the amount that you specify from one account to another. Displays a list of all available text banking commands. Displays a list of contact points for information about text banking. This may include the website address, phone number, or other information. Disables text banking. You can also use the settings in online banking and the mobile banking app to enable and disable text banking. To send a Text Banking command: 1. On your mobile phone, enter the command (1) and send to (2). 48

49 The response text is sent from Terminating Text Banking To terminate Text Banking: 1. Click Preferences (1), then click Text Enrollment (2). The Text Enrollment page opens. 2. Click the On/Off button to set it to Off. Button toggles to Off. 49

50 3. Click Save. Text Banking is terminated for all accounts and the Enrollment updated successfully message displays. Viewing Statements Online Enrolling in e-delivery You can sign up to have monthly statements sent electronically. To enroll in e-delivery: 1. Click Services (1), then click e-documents (2). The Enrollment page opens. 2. Enter the address for statement delivery (1) and a security phrase (2). 50

51 3. Scroll down and click to display the passcode (3), then enter the passcode (4). 4. Select the check box to agree to listed terms (5), then click Enroll Now (6). The Enrollment Confirmation opens, indicating that an enrollment confirmation e- mail will be sent and that you should contact First Financial to verify the address if the is not received within one hour. Once confirmed, statement notifications are sent to the specified address indicating when a new statement can be viewed online. 51

52 Viewing Statements Online To view statements online: 1. Complete the steps to enroll in e-documents. 2. Click Services (1), then click e-documents (2). The estatements/notices page opens. 3. Click the drop-down and select an account (1), then click View (2) to open a specific statement. The PDF statement opens for viewing/printing. 52

53 Changing Address for e-statement Notifications To change address for e-statement notifications: 1. Click Services (1), then click e-documents (2). The estatements/notices page opens. 2. Click Settings. The Settings page opens. 3. Enter the new address (1), then click Save Settings (2). 53

54 The address is changed and the confirmation message displays. Protecting Your Banking Information Changing Password To change your password: 1. See Changing Password. Managing Alerts Creating Alerts Alerts enable you to receive messages when conditions you define are satisfied, such as a minimum balance reached in an account. You can create four types of alerts: Alert Type Date Account History Message triggered when: Current date matches date selected in the alert. Dollar amount in the specified account condition satisfied. Processed transactions match dollar amount condition in the specified account. 54

55 Transaction Transaction status matches status selected in the alert in the specified account. To create alerts: 1. Click Services (1), then click Alerts (2). The Alerts page opens. 2. Click the New Alert (1) drop-down, then click the Alert type (2). The Select an Account pane opens. 3. Click the account to which the Alert applies. The Select a field pane opens. 55

56 4. Click the field to be used to trigger the Alert. The Select a comparison pane opens. 5. Click the comparison to be used to trigger the Alert. The Enter an amount pane opens. 56

57 6. Using the numeric keypad, click the numbers (1) to enter the dollar amount that triggers the Alert, then click Save (2). The Select a delivery method pane opens. 7. Click the drop-down (1) and select the delivery method to be used to send the alert (2). For , Phone or Text Message, specify the address or phone numbers. For , Phone or Text Alerts, the forms open for contact information. 8. To trigger the alert every time the condition is satisfied, select the Every Occurrence check box (1). Otherwise, the Alert is triggered just once, the first time the condition is satisfied. 57

58 9. Click Save (2). The Save Alert confirmation page opens. Disabling/Enabling/Editing Alerts To disable/enable/edit Alerts: 1. Click Services (1), then click Alerts (2). The Alerts page opens. 2. Click the Alert category (1), then click the Enabled On/Off (2) or Edit button (3) of the Alert to be modified (2). The Alert is enabled/disabled or the Alert opens for editing. 58

59 Setting Security Preferences To set Security Preferences: 1. See Setting Security Preferences. Adding/Updating Secure Delivery Contact Information To add/update Secure Delivery Contact Information: 1. See Adding/Updating Secure Delivery Contact Information. 59

60 Reordering Checks Checks are reordered via the external Harland Clarke website. To reorder checks: 1. Click Services (1), then click Check Reorder (2). The Harland Clarke website opens in a new window. 2. Enter the First Financial Routing number (1), your account number (2), select the button for personal or business checks (3), then click Log In. You are logged into the Harland Clarke site. 3. Read directions to reorder checks. 60

61 Paying Bills Online Banking provides a robust set of services that enable you to make payments online. Please refer to the Online Bill Pay User Guide for more information. To launch Bill Pay: 1. Click Services (1), then click Bill Pay (2). The Bill Pay window opens and you can add Payees, make payments, etc. 61

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