6.6 Online Banking Update + Bill Pay Troubleshooting Guide

Happy Friday!

After feedback, we ‘ve added a Bill Pay specific troubleshooting guide to the Intranet. Below is a short list of the guides that we have available, all guides are available on the Intranet à Digital Banking.

• For Bill Pay Troubleshooting click here
• For Log-in or Secure Access Code (SAC) troubleshooting click here 
• For suspected fraud procedures click here
• For updating contact information click here
• Overall troubleshooting guide click here

If there are additional areas that you want us to expand on for troubleshooting, please let us know. We’d love any feedback on the existing guides or on areas that you feel are missing. 

As a reminder if you have any questions around online banking, please send them to [email protected]. If you need to report an issue or need us to review something in more detail, please submit an issue ticket here: https://app.smartsheet.com/b/form/0a4758791899401288d6de608803331f 

A few items that we have seen come through over the past couple of weeks that we wanted to highlight:

• Minors in Q2- we are finalizing a group at each bank for existing minors and new minors in the system. We are also working on procedures for adding in new minors into the system. We hope to have this completed and functional in the next 2 weeks. We will send a communication out once ready.
• Timing of External Transfers- We do not offer same-day external transfers, if submitted before 3 pm they will see the money in their other account the next business day. If submitted after 3 pm they will see the funds in their account in 2 business days.
• Timing of Mobile Deposits- our cut-off time is 4:30 pm, if the customer submits before 4:30 and passes review it will be available the next business day. If submitted after 4:30 it will be available in 2 business days.

One last update, we have been in testing on a new Q2/Fiserv adapter that we hope to wrap up in the next week or 2. This will update the loan payment due field to the Total Due field in cleartouch, which is a more accurate field for all loan types. This will also allow for draws on LOCs and for FFL only allow for the sweep balances to pull through correctly. We will send out a communication when we have more information on the exact timing of the roll-out of the adapter.

Please let us know if you have any questions or have an area you want us to highlight in next week’s update.

Have a great weekend!