Why is my online banking experience changing?
In order to make your online banking experience as safe 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
your account. The new security feature may – very infrequently – prompt
you to verify your identity before continuing. This means you can now
bank online with a renewed sense of confidence.

What is this new security system?
As our customer, we know how you access our system – when and
from where. If we detect any access attempt that does not seem like
your typical behavior, we will prompt you to further verify your identity –
so we can ensure it is you and not an identity thief attempting to compromise
your account. This will only happen on rare occasions. Normally, you
will not be asked for additional information. For example, if someone
tries to sign in with your User ID and password from a foreign country
shortly after you have logged off from your normal computer at home,
we'll ask a security question to determine that it is really you trying to
access your account.

How do I sign up for this 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 account!

How much will it cost?
There is absolutely no cost associated with our new security system.

When will I be asked for more information?
You will only be prompted to enter additional information when an
access attempt appears to be unusual or uncharacteristic from your
typical behavior. You will also be prompted to enter your information
when you are first prompted to set up your security information.

What additional information will I be asked for?
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.

What is unusual or uncharacteristic behavior?
Uncharacteristic or unusual behavior is anything that appears out-of-
the-ordinary compared to when and where you normally bank online.
If the request 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.

How are you able to detect unusual or uncharacteristic behavior?
The security system takes into account factors such as when you
access your account, 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 attempting to
access your account appears to be really you.

Will I be asked for more information all the time?
No, you will only be asked for more information when unusual or
uncharacteristic behavior has been detected. This will most likely
be a rare occurrence.

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.

How will my phone numbers be used?
If any unusual or uncharacteristic behavior is detected as a result of
the security questions having been answered incorrectly online, 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 appears
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 or promotions.

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
while 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.

What if I need to change my phone number?
If you need to change your phone number, please contact customer
service. You may also be occasionally asked to verify that your
information is up to date during your online banking session.

What if I can not be contacted at any of the numbers listed?
If you cannot be contacted at any of the phone numbers listed,
please contact customer service.

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 account.

I have already set up my contact numbers, why am I being
asked for them again?
Occasionally, we will prompt you to make sure that the information
we have on file is up to date.

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 account. If the user is unable to provide this
information or be reached by phone, the access will be blocked.
This added layer of security helps us protect your online account
at all times.

I already have anti-virus and a personal firewall.
Why do I need this?
We are glad to hear that 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 other kinds of threats, such
as a stolen User ID and password. It works with your other personal
security systems, but it does not replace them.

To return to logging in to online banking click here.

To return to online account protection click here.

> Frequently Asked Questions