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FREQUENTLY ASKED QUESTIONS
FOR OUR IDENTITY VERIFICATION FEATURE
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Why is my online banking experience changing?
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What is this new security system?
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How do I sign up for the new security system?
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How much will it cost?
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When will I be asked for more information?
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What additional information will I be asked?
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What is unusual or uncharacteristic behavior?
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Will I be asked for more information all the time now?
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How are you able to detect unusual or uncharacteristic
behavior?
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How do I know it is working?
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How will my phone numbers be used?
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How many phone numbers should I provide?
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What if I need to change my phone number?
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What if I cannot be contacted at any of the phone
numbers listed?
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Is my personal information still safe?
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I have already set up my contact numbers, why am I
being asked for them again?
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How will this help prevent online fraud?
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I check my account very often, wouldn’t I know if
something unusual showed up on my account?
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I share my computer with someone who has their own
account. Can both of us still log-in from this machine?
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I already
have anti-virus and a personal firewall. Why do I need this?
Why is my
online banking experience changing?
In order to make your online banking experience as
secure as possible, we are introducing a new security feature.
Most of the time your online banking experience will be the same as it
was before, only now you will have an extra layer of security working
behind-the-scenes to protect you. The new security may - very
infrequently - prompt you to verify your identity before continuing.
This means you can now bank online with a renewed sense of confidence.
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What is this new security system?
As our customer, we know how you typically behave,
when and from where you access internet banking. If we detect any
activity that does not seem like your typical behavior, we will prompt
you to further verify your identity—so that we can ensure it is you and
not someone else trying to access your information. This will only
happen on rare occasions. Normally you will not be asked for any
additional information. For example, if someone tries to sign in with
your user name and password from a computer in a foreign country shortly
after you have logged off from your normal computer at home, we may
decide to verify that it is really you trying to access your account.
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How do I sign up for the new security
system?
Expect to be prompted at some point while banking online to enter
additional information. This may include choosing several security
questions that only you know the answers to, as well as supplying phone
numbers where you can be reached while banking online. Once this occurs
you have added a layer of protection to your internet banking access!
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How much will it cost?
There is absolutely no cost associated with the new security system.
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When will I be asked for more information?
You will only be prompted to enter additional information when a
particular activity or transaction appears to be unusual or
uncharacteristic of your typical behavior. You will also be prompted to
enter your information when you are first prompted to set up your
security information.
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What additional information will I be
asked?
If any unusual or uncharacteristic behavior is detected you will be
asked to answer several of the security questions you chose. You may
also be asked to answer an automated phone call.
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What is unusual or uncharacteristic
behavior?
Uncharacteristic or unusual behavior is anything that appears
out-of-the-ordinary compared to how you normally would bank online and
where you normally bank online. If the action being requested does not
appear to be something you would normally do, we will ask you for more
information to make sure it is really you and not an unauthorized user.
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Will I be asked for more information all the time
now?
No, you will only be asked for more information when
unusual or uncharacteristic behavior is detected. This will most likely
be a very rare occurrence.
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How are you able to detect unusual or
uncharacteristic behavior?
The security system takes into account factors such as the computers you
typically use to access your account, or the typical security settings
for your computer. Hundreds of factors, such as these, create a profile
that is unique to you that allows us to make decisions about whether the
person conducting a given activity appears to be really you.
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How do I know it is working?
You only need to complete the set-up process once; afterwards the new
security system will work automatically. That means you are being
protected every moment — when you are online and more importantly when
you are not.
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How will my phone numbers be used?
If any unusual or uncharacteristic behavior is detected you may be asked
to answer an automated phone call. Once you answer the phone call you
will be prompted to enter the code that will appear on your computer
screen at that time in order to verify your identity. Your phone numbers
will not be sold to a third party, nor will they be used to contact you
about offers and promotions.
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How many phone numbers should I provide?
You must provide at least one phone number but are encouraged to provide
up to three. In case we need to verify your identity, you may receive an
automated phone call at one of the numbers you have provided. It is
important to provide numbers where you can be reached when you are
banking online. For instance, if you bank online at work you should
provide your work or cell phone number so you can be reached there. This
will ensure you can continue your online banking session without any
inconvenience.
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What if I need to change my phone number?
If you need to change your phone number, please contact customer
service at 1-800-442-5201 Monday through Friday 8AM to 6PM and on
Saturday 9AM to 2PM. You may also be occasionally asked to verify that your
information is up to date during your online banking session.
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What if I cannot be contacted at any of
the phone numbers listed?
If you cannot be contacted at any of the phone numbers listed, please
contact customer service at 1-800-442-5201 Monday through Friday 8AM to
6PM and on Saturday 9AM to 2PM.
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Is my personal information still safe?
Yes. In fact, your personal information is safer than ever before
because we are making sure it is really you and not an unauthorized user
trying to access your information.
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I have already set up my contact numbers,
why am I being asked for them again?
Occasionally we may prompt you to make sure that the information we have
on file is up to date.
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How will this help prevent online fraud?
If your user name and password are stolen, the fraudster would have to
be able to answer your security questions correctly or answer a call at
one of the numbers you provided before being able to access your
information. If the user is not able to provide this information or be
reached on the phone, the activity would be blocked. This added layer of
security helps us protect your information.
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I check my account very often, wouldn’t I
know if something unusual showed up on my account?
It is great you check your account! It is always a good idea to
regularly monitor your account for any unusual activity (like payments
you didn’t make). This security service helps prevent those incidences
from ever occurring, so when you check your account everything is
exactly how it should be.
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I share my computer with someone who has
their own account. Can both of us still log-in from this machine?
Yes, you can both use the same computer to log-in to your individual
accounts. There is no limit on how many people can log-in into the
website from the same computer.
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I already have anti-virus and a
personal firewall. Why do I need this?
We are glad to hear you use anti-virus and a
personal firewall. Be sure that you keep both software programs up-to-date for
the best possible protection against viruses, Trojans, and hackers. This new
security feature protects against another kind of threats such as a stolen user
name and password. It works with your other personal security programs, but it
does not replace them.
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