System Enhancement Guide
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System Enhancement Guide NEXTLEVEL Coming March 9th, 2020 NEXTLEVEL Contents Leadership Letter ....................................................... 3 System Enhancement ..............................................4 Online Banking ........................................................... 6 Bill Pay ............................................................................ 8 Mobile Banking .........................................................10 ATM and Debit Cards ............................................. 12 Telephone Banking ..................................................14 Statements and eStatements ............................... 16 Personal Accounts ................................................... 18 Business & Municipal Accounts ........................20 Loans ..............................................................................22 Transactions ................................................................24 Transactions (continued) ..................................................26 Fee Schedule — Personal Accounts ..................28 Frequently Asked Questions ..............................30 Branch Offices............................................................32 2 NEXTLEVEL Dear UniBank Customer, We know you have many banking options, so we thank you for choosing UniBank. We continually strive to improve your banking experience, whether you bank in person, online, over the phone, or with a mobile device. During the weekend of March 7, 2020, we will be enhancing our systems* to offer you more accessibility, greater convenience, and faster service. Our system enhancements will feature: ^ A consistent, streamlined experience across online, mobile, and tablet banking platforms ^ Easy-to-read monthly statements with helpful summaries ^ Additional online and mobile self-service capabilities The following guide provides important information and dates to make this enhancement seamless. Please take a moment to familiarize yourself with the information that applies to your accounts. Please visit unibank.com/system-enhancements for additional information, or contact us at 800.578.4270. You can also stop by your local branch. We greatly appreciate your business and look forward to continuing to provide you with the best possible banking experience. Michael W. Welch Christopher D. Foley Justine M. DeNorscia Chief Executive Officer President Executive Vice President * UniPay Customers: Our UniPay payment system and availability of services will not be affected by these enhancements. 3 NEXTLEVEL System Enhancement Your Calendar at a Glance March 2, 2020 – Debit Card Instant Issuance will be unavailable. March 9, 2020 Between now and Your Contact Information – If you are an Online Banking user, March 6th, 2020 be sure your contact information is up to date. It will be used to authenticate your login after the system enhancement. (see page 6) Pre-Registration for Online Banking – Before Wednesday, March 4, 2020 you will receive an email to pre-register for Online Banking. The purpose of pre-registration is to make accessing your Online Banking account easy on the day we change over to the enhanced system. March 6, 2020 Branch Offices — Closing at 5:00 p.m. Whitinsville Plaza will close at 2:00 p.m. as usual. March 7, 2020 Branch Offices – Closed Saturday, March 7, 2020. March 6, 2020 — Online Banking will be unavailable from Friday, March 6, 2020 at March 9, 2020 4:00 p.m. through Monday, March 9, 2020. Bill Pay will be unavailable from Friday, March 6, 2020 at 4:00 p.m. through Monday, March 9, 2020. (see page 8) The Mobile Banking App will be unavailable from Friday, March 6, 2020 at 4:00 p.m. to Monday, March 9, 2020. (see page 10) March 7, 2020 — ATM and Debit Cards – ATMs will remain in service, but may experience March 9, 2020 intermittent outages. You can continue to make withdrawals at ATMs and purchases with your debit card. (see page 12) March 9, 2020 Your Online Banking ID is not changing. (see page 6) Online Banking Password – If you pre-registered by March 4, 2020 you will be able to log in with the new security profile you created. If you did not pre-register, you will be required to reset your password and enter a temporary password the first time you log in to Online Banking. The temporary password will be the last 4 digits of your social and your zip code. (see page 6) Mobile Banking App – Depending on your mobile phone settings, you may need to go to the Apple App Store or Google Play Store and update the UniBank App. (see page 10) Telephone Banking – Your PIN will be reset and menus will change. (see page 14) Statements and eStatements – You will receive enhanced statements at month-end. (see page 16) Transactions – Debits and credits will post to your account in the order in which they are presented to the Bank. (see page 24) 4 NEXTLEVEL We are enhancing our systems to make your banking experience easier, faster, and more convenient than ever! Questions? Contact Customer Support at 800.578.4270 Visit unibank.com/system-enhancements Visit your local branch office 5 NEXTLEVEL Online Banking When you log in to Online Banking after the system enhancement, you will notice a different look and feel. You will still be able to do your banking the same as you normally do. What you need to know Availability During Online Banking and Bill Pay will be unavailable the Enhancement beginning Friday, March 6, 2020 at 4:00 p.m. through Monday, March 9, 2020. Your Contact Prior to Friday, March 6, 2020 at 4:00 p.m. you should Information check to see if your contact information is up to date. It will be used to authenticate your login after the system enhancement. You may update your email address while logged into Online Banking. To update your telephone number(s), visit one of our branch locations or call the Customer Contact Center at 800.578.4270. Pre-Registration Before Wednesday, March 4, 2020 you will receive an email Info with detailed information on how to pre-register. You will be provided with a link to access the Pre-Registration site. User ID Your Online Banking ID will remain the same. Password The first time you log in to Online Banking after the system enhancement you will use your Online Banking ID and the password you created during pre-registration. If you don’t pre-register: Your personal password will be the last 4 digits of your SSN combined with your zip code. (Business password will be the last 4 digits of your TIN combined with your business zip code.) Personal Image You will no longer have a personal image. With our new updated security features, you will be prompted to establish new security questions. Note: You may be prompted to answer these new questions the next few times you login. Scheduled Scheduled and recurring transfers will not change. Transfers My Finance If you are currently using My Finance you will need to re-establish your account setting and payment categories. Cash Management ACH, Wire Transfers, Positive Pay and Remote Deposit services Services will all be conveniently accessed through Online Banking. ACTION REQUIRED or EXTRA IMPORTANT 6 NEXTLEVEL 7 NEXTLEVEL Bill Pay What you need to know Bill Pay You should download your Bill Pay history prior to March 6, 2020. If you have “Pay a Person” established in the current system, you will need to re-establish these payees in the Transfer tab with their routing number and account number. eBills will also need to be re-established. Bill Payments If you normally pay your bills on the weekend, please remember that Bill Pay will not be available during the system enhancement beginning on Friday, March 6, 2020 at 4:00 p.m. through March 9, 2020. We recommend you make your payments prior to 1:00 p.m. on Friday, March 6, 2020. Recurring payments that are scheduled to process during our system enhancements will be processed as scheduled. If you have payments scheduled to be delivered March 10-March 13, 2020, we recommend you reschedule those payments to March 9, 2020 to avoid potential late deliveries. History Bill Pay history will not be available after the system enhancements. You will still be able to view the transactions in your Online Banking transaction history. ACTION REQUIRED or EXTRA IMPORTANT 8 NEXTLEVEL 9 NEXTLEVEL Mobile Banking The updated version of our App will be available after the system enhancement on March 9, 2020. The updated Mobile Banking App should automatically update. If updates don’t occur automatically, you can update the App by visiting the App Store on your device and manually updating the UniBank App. Here are some exciting new features Our Mobile Banking App is a great way of our updated App: to access your accounts wherever you are. It’s safe, secure, and convenient. ^ New User Registration — you no longer have to register within Online ^ View balances and transaction Banking first to use our App. history for both deposit and loan accounts. ^ Manage your debit card — you can now temporarily deactivate or ^ Pay bills. activate your debit card at any time. ^ Make transfers between accounts This allows you the ability to protect and make loan payments. your deposit account(s) linked to your debit card. ^ Locate UniBank ATMs and branch locations. ^ Fast balances — you can “touch” for a fast balance, plus the last 5 ^ View and manage personal alerts. transactions for any account you ^ Contact Customer Support. select, without having to log into Make deposits using mobile deposit. the App (requires setup). ^ ^ Business users with appropriate ^ Reset password — you can reset your