Business Online Banking Important Information About Your New Online Banking Services
Welcome to Citizens Business Bank As a member of the Citizens Business Bank family, you can expect enhanced products, services, and experienced bankers you can trust to meet and exceed your banking needs. We are working hard to make your conversion to Citizens Business Bank an easy transition and are happy to provide any assistance you may need along the way. Please take time to carefully review this guide for important information related to the conversion of your Online Banking services. Thank you for being a valued customer. TABLE OF CONTENTS IMPORTANT DATES... 2 CONVERSION OF ONLINE BANKING SERVICES... 2 ONLINE BANKING SERVICES ASSISTANCE... 3 COUNTY COMMERCE BANK AUTOMATED TELEBANC PHONE SYSTEM... 3 IMPORTANT CONVERSION INFORMATION... 3 CITIZENS BUSINESS BANK ONLINE BANKING SERVICES... 3 COUNTY COMMERCE BANK ONLINE BANKING SERVICES... 3 ACCESSING CCB ONLINE BANKING AFTER CONVERSION... 4 ACTION REQUIRED... 4 NEW BILL PAYMENT SERVICE... 4 REMOTE DEPOSIT CAPTURE... 4 WIRE TRANSFER AND ACH TRANSACTION ORIGINATION... 4 QUICKEN/QUICKBOOKS... 5 SECURITY TOKENS... 5 ADMINISTRATOR RIGHTS... 5 INITIAL LOGIN TO YOUR NEW ONLINE BANKING... 5 FORGOT YOUR PASSWORD?... 6 ONLINE SECURITY... 6 YOUR NEW BUSINESS ONLINE BANKING SERVICE... 7 BUSINESS ONLINE BANKING PROCESSING/CUT-OFF TIMES... 7 BUSINESS ONLINE BANKING TRANSACTION AND IMAGE HISTORY... 7 ONLINE BANKING TRAINING AND RESOURCES... 7 RESOURCE CENTER... 8 QUESTIONS... 8 ONLINE BANKING CONVERSION FAQS... 8 1
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 Online Banking services. It also provides key dates, contact information, service deadlines, and training information. Please review this guide carefully as some services will be impacted and may require action to ensure you receive uninterrupted Online Banking service. (Please note that all references to CCB Online Banking pertain to your existing County Commerce Bank Online Banking service. New Online Banking, Personal Online Banking and Business Online Banking refer to your new Citizens Business Bank Online Banking services.) IMPORTANT DATES MARCH 23 APRIL 15 APRIL 22 APRIL 23 APRIL 24 APRIL 25 APRIL 26 Account Services Validation Citizens Business Bank conversion team associates will be contacting County Commerce Bank (CCB) Business Online Banking customers that use Remote Deposit Capture (RDC), Automated Clearing House (ACH) Origination, Wire Transfer, or Bill Payment services to validate users, limits, and review upcoming training dates. IMPORTANT: If you use RDC, ACH Origination, Wire Transfer, or Bill Payment services and have not been contacted by April 15, please call our Client Support team at (888) 228-2265. Last Business Day Before Conversion 2:30 p.m. CCB Bill Pay becomes unavailable. 3:00 p.m. CCB Online Banking becomes unavailable, including ACH and wire transfer. 5:00 p.m. CCB Remote Deposit Capture (RDC) becomes unavailable. Conversion Weekend Online Banking services will be unavailable. CCB Online Banking will be available in view-only capacity. New Online Service Available 7:00 a.m. Citizens Business Bank Online Banking becomes available, including RDC, ACH, and Wire Transfer. New Bill Payment Service Available 7:00 a.m. Bill Payment becomes available. CONVERSION OF ONLINE BANKING SERVICES Citizens Business Bank and County Commerce Bank use the same Online Banking platforms, which should make your conversion to Citizens Business Bank an easy transition. However, Bill Payment services do differ. See the Bill Payment section of this guide for more information. Basic Online Banking services such as information reporting, electronic statements, account transfers, and stop payments will be automatically converted. If you use Remote Deposit Capture (RDC), ACH origination, Wire 2
Transfer, or Bill Payment services, you will be contacted by a Citizens Business Bank conversion team associate prior to conversion to validate accounts, users, entitlements, limits, and discuss training. Be sure to carefully review the accuracy of all Online Banking users, assigned accounts, entitlements, functionality, limits and information as soon as possible after conversion on April 25, 2016. If you notice any discrepancies, please contact Client Support at (888) 228-2265 immediately. ONLINE BANKING SERVICES ASSISTANCE Until APRIL 22 Contact your local branch or call (805) 477-7600 Beginning APRIL 25 Client Support at (888) 228-2265 (Mon. - Fri., 8:00 a.m. to 6:00 p.m.) COUNTY COMMERCE AUTOMATED TELEBANC PHONE SYSTEM Effective Monday, April 25, 2016, the automated Telebanc contact number will change to (888) 222-5432 for all new account information and transactions. Your personal Telebanc password will remain the same. For your convenience, the current CCB number will be available for account transaction history through May 31, 2016. You will not be able to initiate new transactions or hear new transaction activity through the CCB automated Telebanc system after April 22, 2016. If you have any questions, please call (888) 222-5432 and press 0 to speak with a service representative. IMPORTANT CONVERSION INFORMATION CITIZENS BUSINESS BANK ONLINE BANKING SERVICES Use your existing CCB Online Banking user ID and password to access your new Online Banking service. (See the Initial Login section below for details.) Be sure to reschedule all recurring or future-dated wire, ACH or internal transfer transactions in your new Online Banking service. Some services and functionality will differ slightly from your existing Online Banking services. (See the Action Required section below for more information.) Your transaction history will not carry over from CCB Online Banking, but your CCB electronic account statements (last two years) will be added to your new Online Banking profile within two weeks of the conversion. Bill Payment service is accessed through your new Online Banking service. Recurring and scheduled payments with a payment date of April 22, 2016 or earlier will be processed through CCB s Bill Payment service. Payments with a scheduled date of April 25, 2016 or later will be processed through your new Online Banking Bill Payment service. See the Bill Payment section below for more information. COUNTY COMMERCE BANK ONLINE BANKING SERVICES Modification requests to existing CCB Online Banking services must be submitted to the CCB Online Banking Services group by calling (805) 477-7600 or your local branch by no later than April 21 to ensure all changes (user access, accounts, entitlements, etc.) are converted to your new Online Banking service. 3
After April 22, CCB Online Banking will be available in a limited, view-only capacity until July 31, 2016. See Accessing CCB Online Banking Service after Conversion below for details. ACCESSING CCB ONLINE BANKING AFTER CONVERSION To access CCB Online Banking service after conversion, go to cbbank.com and select CCB ONLINE BANKING from the ACCOUNT LOGIN menu. CCB Online Banking will be available until July 31, 2016 to view or print prior balances, transaction history, and archived estatements. You will not be able to initiate new transactions, see new transaction activity, or current balances through CCB Online Banking after April 22, 2016. Please note: Your CCB transaction history will not convert over to your Citizens Business Bank Online Banking profile. If necessary, please download and save your CCB account history prior to the July 31, 2016 cutoff for your records. ACTION REQUIRED Every effort is being made to convert your existing Online Banking services with little to no impact to you. However, some information cannot be converted and may require additional action on your part. These limitations are outlined below. NEW BILL PAYMENT SERVICE Your new Bill Payment service is accessible from Business Online Banking and functionality will differ from your existing service. For information and training on your new Bill Payment service, see the Online Banking Training and Resources section below. We will make every effort to convert your full payee list to your new Online Banking service however, payees without a valid U.S. address will not convert to your new Bill Payment service. Transfers and personal payments via Bill Payment also will not be converted. Your CCB Bill Payment history will not be converted to your new Bill Payment service. Please download any history or payee information you wish to retain prior to April 22, 2016. Your CCB Bill Payment service will not be available to view after April 22, 2016. It is important to note that you may be assessed a monthly fee for your new Bill Payment service. Please contact your Banking Center or call Client Support at (888) 228-2265 to determine if a fee will apply to your service or see the Schedule of Fees section in your Citizens Business Bank welcome package mailed on March 18, 2016. REMOTE DEPOSIT CAPTURE (RDC) RDC is accessed through your new Online Banking service and does not require a security token for login. After April 22, please dispose of your CCB security token as you would any device containing a battery. WIRE TRANSFER AND ACH TRANSACTION ORIGINATION If you use your existing CCB Online Banking service to initiate outgoing wire transfers or to originate outgoing ACH transactions, your templates will be converted but you will need to reschedule recurring or future-dated transactions in your new Online Banking service. You will have limited, view-only access to your existing CCB Online Banking service until July 31, 2016, which will assist you with verifying transactions and templates that have been set up in your new Online Banking service. 4
You will be contacted directly by a Citizens Business Bank conversion team associate to verify services and set up your training no later than April 15, 2016. QUICKEN/QUICKBOOKS Intuit s Web Connect service allows you to download account information from Business Online Banking to your Quicken or QuickBooks service. Before you can use Quicken or QuickBooks with your new Online Banking service, you must first change your bank within Intuit s software. Specific instructions for changing your selected bank in Quicken/QuickBooks are available in your new Online Banking service s Resource Center. After logging in to Business Online Banking, access the Resource Center (top right of Home page) and open the Quicken/QuickBooks Conversion Instructions. SECURITY TOKENS Citizens Business Bank Online Banking users have security tokens to authorize wire transfers and ACH transactions. Security tokens are not required when logging into Online Banking or RDC. If you initiate wire transfers or ACH transactions, you will be contacted prior to conversion, sent a new security token, and provided training. If you used a CCB security token to log in to RDC, it will no longer be required after April 22, 2016. ADMINISTRATOR RIGHTS At least one of your Business Online Banking users will be designated as a Senior Administrator, which will carry over from your existing CCB Online Banking service. Please note, in an effort to protect your accounts, Administrator rights are restricted within Business Online Banking. If you have any questions or require assistance with your Administrator rights, please contact Client Support at (888) 228-2265. INITIAL LOGIN TO YOUR NEW ONLINE BANKING On April 25, 2016, you can access your new Business Online Banking service by going to the Citizens Business Bank home page, located at https://www.cbbank.com, and selecting the Business Online Banking option from the Account Login dropdown menu. 5
1. Enter your existing CCB Online Banking user ID in the Access ID field and click Log In. 2. Enter your existing CCB Online Banking password and click Log In. 3. Select three login challenge questions from the dropdown boxes and provide answers in the corresponding fields. Click Submit to continue to the Online Banking home page. FORGOT YOUR PASSWORD? 1. If you forgot your password, click Forgot Password/PIN on the Online Banking password webpage. Next, enter your existing User ID and click Submit. An email containing a temporary password will be sent to the email address on file that converted with your CCB Online Banking profile. If you do not receive a temporary password within fifteen minutes, please call Client Support at (888) 228-2265 for assistance. 2. After retrieving your temporary password, return to the log in page and follow the login steps above. 3. After submitting your challenge questions, you will be prompted to change your password. Enter your temporary password, a new password and confirm the new password in the provided fields. The password should be between 6 and 12 characters, and needs to include at least one uppercase, one lowercase and one number. Click Submit to continue to the Online Banking home page. ONLINE SECURITY Your online security is of the upmost importance to us. Please see the Cyber Security Alert link for information about protecting your confidential information online. Citizens Business Bank will never ask for your user ID, password, account number or any other personal information through email. If you receive an email, phone call or popup window on your computer that is not part of the Online Banking login process, contact Client Support immediately at (888) 228-2265. 6
YOUR NEW BUSINESS ONLINE BANKING SERVICE 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. Please contact your local branch for additional information or call Client Support at (888) 228-2265. BUSINESS ONLINE BANKING PROCESSING/CUT-OFF TIMES AUTOMATED CLEARINGHOUSE (ACH) ORIGINATION o Online Banking 3:30 p.m. o Direct Transmission 3:00 p.m. BILL PAYMENT o Online Banking 7:00 p.m. (four business days before effective date) POSITIVE PAY o Check Positive Pay 7:00 p.m. (transmit issued check information) o Check & ACH Positive Pay 7:00 a.m. (exceptions available*) o Check & ACH Positive Pay 11:00 a.m. (exception item decision deadline*) REMOTE DEPOSIT CAPTURE o Remote Deposit 6:00 p.m. (for same day processing) WIRE TRANSFER INITIATION o Wire Transfer-Manual 1:00 p.m. (for same day processing) o Wire Transfer-Online Banking 2:30 p.m. (for same day processing) OTHER ONLINE BANKING FUNCTIONS o Stop Payment 5:00 p.m. (for same day processing) o Internal Account Transfer 7:00 p.m. (for same day processing) (*Contact your local branch for more information on item and exception processing.) BUSINESS ONLINE BANKING TRANSACTION AND IMAGE HISTORY Transaction history 3 years (beginning April 25, 2016) Paid item and deposited item images 3 years (beginning April 25, 2016) estatements 2 years (including two years from CCB) ONLINE BANKING TRAINING AND RESOURCES As an Online Banking user, you will be invited to participate in WebEx online training sessions to learn more about your new Business Online Banking service. Topics include basic online functions such as viewing balances, transaction history, performing account transfers, bill payment and more. In-depth training for Remote Deposit Capture, outgoing Wire Transfer, and ACH origination services will be offered separately. Users of these services will be contacted via email before April 15 with scheduled dates and times. If you have any questions regarding training, please contact our conversion team at TMImplementation@cbbank.com. Tutorials are available online for Business Online Banking, Personal Online Banking, Remote Deposit Capture, Bill Payment, and other services. They can be found on the Citizens Business Bank s Online Banking web page (https://www.cbbank.com/banking/online-banking/) by clicking on the Online 7
Banking demo video link (shown below) or you can http://www.onlinebanktours.com/oec/index.php?b=35&c=12894. access the demos directly at RESOURCE CENTER A Resource Center is available within Business Online Banking (top right of Home Page after logging in) that contains user guides, quick reference guides, specifications and other important information. QUESTIONS Until Friday, April 22, 2016, contact your local banking center. Beginning Monday, April 25, 2016, contact Client Support at (888) 228-2265, Monday through Friday, 8:00 a.m. to 6:00 p.m. ONLINE BANKING CONVERSION FAQS Q: When will my new Online Banking service be available? A: Your new Online Banking service will be available Monday, April 25, 2016 after 7:00 a.m. Q: How will I access my new Online Banking? A: Use your existing CCB user ID and password to access your new Online Banking through our website www.ccbank.com on April 25, 2016. See initial login instructions above for more information. Q: How will I access my new Bill Payment service? A: You can access your new Bill Payment service by logging into your new Business Online Banking and selecting Bill Payments under the Management Tools tab. Q: What do I need to know about my new Bill Payment service? A: Your new Bill Payment service is accessible through Business Online Banking, and all payees with a U.S. address will be converted. However, payees missing a valid U.S. address will not convert. Transfers and personal payments via Bill Payment also will not be converted. Q: How will I access my Remote Deposit Capture (RDC) service? A: You can access RDC by logging into your new Business Online Banking service and selecting Remote Deposit Capture from the Account Services tab. A token will no longer be required to access RDC after April 22, 2016. At that time, you can safely dispose of your CCB-issued token. Q: Will all my CCB information be available in my new Online Banking? A: Your account information will be immediately available after conversion. Your CCB estatements from the past two years will be available within two weeks after conversion. Your account and bill payment history 8
however, will not be converted. Be sure to download any history you wish to retain from CCB s Online Banking prior to the July 31, 2016 cutoff. You will also need to reschedule ALL recurring or future-dated transactions. Q: How can I be sure information will be converted correctly? A: If you use Bill Payment, ACH origination, Wire Transfer, or RDC, you will be contacted by a Citizens Business Bank conversion team associate prior to conversion to validate services, users, entitlements, and limits. After conversion on April 25, 2016, 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: If CCB transaction history is not available on my new Online Banking, how can I access that information? A: After April 25, 2016, County Commerce Bank s Online Banking will be available in a limited, view-only capacity. Select the CCB ONLINE BANKING link from the Account Login drop down menu on the Citizens Business Bank website (www.cbbank.com). Use your existing CCB user ID and password to access transaction history occurring before April 22, 2016. Q: I initiate wire transfers and ACH transactions. Do I need to do anything different? A: A token will be required to initiate ACH and wire transfers through your new Online Banking service. Your new token will be issued after you have verified your services with a Citizens Business Bank conversion team associate between now and April 15. If you have not been contacted by April 15, please send an email to the Citizens Business Bank conversion team at TMImplementation@cbbank.com. Q: How can I attend a training session on my new Online Banking service? A: Prior to conversion, you will receive an invitation to participate in WebEx online training sessions to learn more about your new Business Online Banking service. Topics will cover basic online functions such as viewing balances, transaction history, performing account transfers, bill payment and more. In-depth training for Remote Deposit Capture, outgoing wire transfer initiation, and ACH transaction origination services will be offered separately to users of these services. Q: I import my banking information into QuickBooks. Will I still be able to use this service? A: You can continue to import your banking information into QuickBooks or Quicken however, you will need to update your bank information within Intuit s software after the conversion. See the Resource Center within your new Online Banking for Quicken/QuickBooks conversion instructions. Q: Will I be charged a fee for Online Banking services? A: You may be charged a fee for Business Online Banking services. Please see the Schedule of Fees listed in the Citizens Business Bank welcome package mailed to all CCB customers on March 18, 2016 for fee information or contact your local banking center. Q: Where can I get more information on other products and services offered by Citizens Business Bank? A: Please contact your branch, visit our website at www.cbbank.com, or contact our Client Support team at (888) 228-2265 for more information about Citizens Business Bank products and services. Disclosures: Service fees may apply for Online Banking Services. For additional information, refer to our Disclosure Information and Agreement, Business Banking and Treasury Management Services Schedule of Fees and Treasury Management Agreement. Business Banking Welcome packages were mailed to customers on March 18, 2016. If you require a copy, please contact your local banking center. Equal Housing Lender Member FDIC 9