ARE HAPPENING TO YOUR ONLINE BUSINESS BANKING Small Business Electronic Banking Resource Guide Your guide to expanded online business banking opportunities.
Contents TRANSITION HIGHLIGHTS... 02 CUSTOMER CARE CENTER HOURS...................................03 ELECTRONIC BANKING............................................04 Accessing Online Banking.... 04 Multiple Users... 04 Online Bill Pay... 05 Mobile Banking................................................................. 05 Mobile Check Deposits.... 05 Text Banking................................................................... 05 estatements.... 05 Text and Email Account Alerts.................................................... 05 Customer Resources/Online Tutorials............................................. 05 FIRSTBANK & TRUST ONLINE BANKING LOGIN INSTRUCTIONS............06 HOW TO DOWNLOAD THE FORMER FIRSTBANK & TRUST TRANSACTION HISTORY.........................08 MULTIPLE USER INSTRUCTIONS... 09 Adding A User.... 09 Edit Users... 10 Features....................................................................... 12 Accounts....................................................................... 12 Removing a User... 13 BUSINESS BILL PAY QUICK REFERENCE GUIDE... 14 FAQ BUSINESS BILL PAY... 24 Business Bill Pay... 24 Payroll Specific Questions....................................................... 24 LOCATIONS....................................................25 THANK YOU....................................................26 1 Your guide to expanded online business banking opportunities with FirstBank & Trust
TRANSITION HIGHLIGHTS This section details the transition of your Business Banking accounts and services. We begin with a quick checklist of items to ensure a smooth transition. PRIOR TO FRIDAY, AUGUST 17, 2018 FirstBank & Trust Bill Pay will be disabled on Thursday, August 16, 2018. All payments need to be scheduled prior to this date to ensure bills are paid. FirstBank & Trust mobile applications (apps) will be unavailable beginning Thursday, August 16, 2018. ebills will be deactivated as of Friday, August 10, 2018. To continue using this service, you may re-establish ebills on or after Monday, August 20, 2018. Online Banking customers should also update or confirm their phone number. Instructions for doing this can be found on page 4 of this guide. PREPARE FOR FRIDAY, AUGUST 17, 2018 The current FirstBank & Trust Online Banking system will go offline and transition to read only beginning on Friday, August 17, 2018. You will have access to the site for viewing and downloading, however, you will not be able to transfer funds or access other features going forward. Please utilize the new FirstBank & Trust Online Banking for these features. Much of your FirstBank & Trust account transaction history will NOT convert to the new Online Banking system. It is strongly recommended that you download account transaction details prior to Friday, August 17, 2018 ON SATURDAY, AUGUST 18, 2018 All branches will be closed to allow our staff to focus on the conversion of customer information to our new systems. ON MONDAY, AUGUST 20, 2018 All branches will be open for regular hours. Please refer to page 25 for specific location hours. Provide updated wire transfer instructions to anyone who sends you international wire transfers. ON OR AFTER MONDAY, AUGUST 20, 2018 FirstBank & Trust locations will be open regular hours. Online systems become available after the open of business. If your business uses online banking, we recommend logging into your online banking account to verify access and ensure accounts and users converted correctly. Login to FirstBank & Trust s new Online Banking system any time after 8:00 a.m. on Monday, August 20, 2018, at firstbanktexas.com. Detailed instructions can be found on page 10 of this guide. Download the FirstBank & Trust Savvy Mobile Banking application. You may resume using Bill Pay on Monday August 20, 2018, in your new FirstBank & Trust Online Banking System. Review your Online Banking Bill Pay payments and payees for accuracy. Re-establish any email or text alerts. Important! The systems conversion is expected to begin at 2:00 p.m. on Friday, August 17, 2018, and end at 8:00 a.m. on Monday, August 20, 2018. To the left, please find a checklist of essential items that require your attention prior to and immediately following the conversion. Please note: all times in this guide are listed in Central Standard Time. Need Assistance? Call our Customer Care Center at 877.280.1864 2
Need Assistance? Our Customer Care Center team members are available: Monday Friday 7:00 a.m. 8:00 p.m. CT Saturday 8:00 a.m. 2:00 p.m. CT Call 877.280.1864 Online Resources can be found at firstbanktexas.com 3
ELECTRONIC BANKING FirstBank & Trust s new Online Banking provides you with enhanced and innovative features. We are committed to delivering a richer online experience with more flexibility, security and control. In preparation for the transition to the new online banking system, it is necessary to have an updated phone number for our records to verify your identity when logging in. Confirm or update your phone number before Friday, August 17, 2018, by calling 806.776.6804 or visiting firstbanktexas.com On Monday, August 20, 2018, when you log in to Online Banking you will be asked to select either your home or mobile phone number. A verification code will immediately be sent to your phone via voice call or text message. This code is required to complete the login process. We apologize for any inconvenience this may cause, and we appreciate your time and patience during this transition. On Monday, August 20, 2018, the new online banking system will be available after 8:00 a.m. Detailed login instructions are included on page 6 of this guide. If you have bookmarked your previous online banking login page, please delete it before Monday, August 20, 2018. Online check images and estatements prior to Monday, August 20, 2018, may not be immediately available in the new FirstBank & Trust Online Banking system. If you require a copy of an online estatement or check image for activity prior to Friday, August 17, 2018, please log in to the former FirstBank & Trust online banking system at firstbanktexas.com. This information will be accessible until Wednesday, October 20, 2018. Debit card reorders, activations and deactivations are not included in Online Banking. HOW DO I ACCESS MY ONLINE BANKING? You will be able to login to FirstBank & Trust s new Online Banking any time after 8:00 a.m. on Monday, August 20, 2018. 1. Go to firstbanktexas.com and use the login box located on the home page. 2. Enter your current FirstBank & Trust username. 3. Enter your new temporary password: Last four (4) digits of your Tax Identification Number. 4. You will be prompted to select how your secure access code be delivered (SMS text or voice call). 5. Change your password. 6. Read and accept the Terms and Conditions for Online Banking. 7. You re in! At this time, please set up any automatic account alerts you may have had in the former online banking system, as those will not be converted. Important! ACTION REQUIRED. Please take these steps prior to Friday, August 17, 2018. Text and Email Account Alerts will NOT convert from the current FirstBank & Trust Online Banking system. You will need to set up this feature in the new system after you have logged in. To assist in the setup process, a User Guide will be available beginning Monday August 20, 2018, at firstbanktexas.com. MULTIPLE USERS FirstBank & Trust's new Online Banking platform offers a multi-user feature. This means that an account administrator can establish and edit additional profiles within Online Banking to support multiple users. Need Assistance? Call our Customer Care Center at 877.280.1864 4
Each user will have a unique ID, password and user rights. Account restrictions, such as viewing certain accounts and withdrawing or depositing to specific accounts within Online Banking can be established by the account administrator. Step-by-step instructions for adding and editing additional users can be found on page 9 of this guide. ONLINE BILL PAY Prior to Tuesday, August 14, 2018, we suggest you review any bills due August 14-20, 2018, and consider making these payments in advance. Bill pay history may not convert to the new system. Payees, addresses and recurring payments will also convert. Please know that every attempt will be made to properly convert all your current payees. On Monday, August 20, 2018, we recommend reviewing all your payments and payees to ensure all were converted properly. If any are missing, you can re-establish them at this time. Bill Pay customers will continue to select the due date. Funds will be put into pending status two days before the due date payment. Items can be processed the same day (with a cut-off time of 3:00 p.m.). ebills allow you to receive bills online and set up automatic payments. You may enroll each ebill within online banking beginning Monday, August 20, 2018. Payees eligible for the ebill service will have a link under the payee s name when you view your list. Current ebills will not convert, you will have to re-establish them in the new system. Step-by-step instructions for adding and managing payees, initiating and scheduling payments, setting up payroll deposits, etc. are available on pages 9-24 of this guide. A demo is also available online at firstbanktexas.com. MOBILE BANKING 1 Whether you need to check your account balance at the grocery store or transfer money between accounts while on the go, FirstBank & Trust has you covered with Mobile Banking. And that s not all. Our free mobile app gives you the opportunity to: Deposit checks with Savvy Mobile Remote Deposit. Pay bills. Enjoy the convenience and security of Mobile Banking from FirstBank & Trust. Simply download the app on your smartphone and you are ready to go mobile. The new app will be available Monday, August 20, 2018, after 8:00 a.m. MOBILE CHECK DEPOSIT With FirstBank & Trust s Savvy Mobile Banking app, you can deposit checks into your account at anytime from anywhere. Easy to use, you decide what account you want to deposit into, and then snap photos of both the front and back of the check. It s that simple. To access this feature after conversion, enroll through your Online or Mobile banking by visiting Services > Enroll Mobile Deposit. After enrolled, please log out of online banking and log back in. You may then deposit a check via Transactions > Deposit Check. TEXT BANKING This service will still be available, but will have some changes. You will need to re-enroll after conversion. Additionally, a few of the text commands will change. More detailed information will be available at firstbanktexas.com beginning on Monday, August 20, 2018. ESTATEMENTS Current accounts on estatements will automatically convert; however, when you log in for the first time after conversion, you will need to read and accept the estatement disclosure. You will receive an email notification letting you know when your future FirstBank & Trust estatements are available in Online Banking. Once you accept your disclosure, if you have any other accounts that are displayed within online banking, but were not previously enrolled in estatements, those accounts will also be automatically enrolled. If you re not using estatements now, sign up after conversion through Online Banking and go green! TEXT AND EMAIL ACCOUNT ALERTS After the conversion, you will need to re-establish your text and email alerts (ealerts). ealerts are notifications sent to you via email or text when certain events occur on your accounts. CUSTOMER RESOURCES/ONLINE TUTORIALS To guide you through the transition to FirstBank & Trust's new Online Banking System, we have prepared tutorials for Online Banking, Bill Pay and Mobile Banking; these can be found online at firstbanktexas.com after Monday, August 20, 2018. To access this guide, select Demo and User Guide via the Online Banking login portal. Phone Support: To speak with an Online Banking specialist, contact the FirstBank & Trust Customer Care Center at 877.280.1864 after Monday, August 20, 2018. For complete Customer Care Center hours and additional contact information, please refer to page 3 of this guide. 1 Additional fees may apply. 5 Your guide to expanded online business banking opportunities with FirstBank & Trust 5
FIRSTBANK & TRUST ONLINE BANKING LOGIN INSTRUCTIONS Enter your current FirstBank & Trust username and for the password, enter the last four digits of your Tax Identification Number. You will be prompted to select a target for a secure access code. Once you receive your Secure Access Code via voice phone call or SMS text message, enter it in the Access Code Screen. Click Submit. You will be prompted to register your device. Need Assistance? Call our Customer Care Center at 877.280.1864 6
then prompted to change password. Verify your existing information. Please read and accept first-time disclosure. 7 Your guide to expanded online business banking opportunities with FirstBank & Trust
HOW TO DOWNLOAD THE FORMER FIRSTBANK & TRUST TRANSACTION HISTORY Click on the Accounts tab and navigate to the account on which you wish to download transaction history. Select the desired account. Select date range options as listed here. Select download format options as listed here. Need Assistance? Call our Customer Care Center at 877.280.1864 8
MULTIPLE USER INSTRUCTIONS Small business admin users have the ability to edit other users through online banking. This gives the admin the ability to add/delete users and assign user rights. ADDING A USER This allows admin users to create additional online banking users by entering the users contact information as well as a designated login ID and password. 9 Your guide to expanded online business banking opportunities with FirstBank & Trust
EDIT USERS The admin has the ability to assign designated transaction rights by clicking on the assign rights icon. The admin will see a list of transaction types that users have access to in their online banking. The admin will then be able to edit a user's rights to approve, draft, cancel or view for each transaction type. The admin will also be able to set approval limits within each transaction type. Need Assistance? Call our Customer Care Center at 877.280.1864 10
11 Your guide to expanded online business banking opportunities with FirstBank & Trust
FEATURES The features tab allows the admin to change designated rights for individual users. ACCOUNTS This allows the admin to manage the accounts a user sees as well as the user's view, deposit, or withdrawal rights they have for each account. Need Assistance? Call our Customer Care Center at 877.280.1864 12
REMOVING A USER This allows an admin user to delete users within their online banking profile. 13 Your guide to expanded online business banking opportunities with FirstBank & Trust
BUSINESS BILL PAY QUICK REFERENCE GUIDE The Home Page is designed as an overview of the customer s business bill pay activity. It shows new secure messages, payee/payroll pending approvals, pending payments and the last few payments that were processed. The shortcut provides a faster way to schedule transactions and is based on the previous bill payment history. The Payee Tab is where business customers will manage their payees. Add a Payee. Ability to add three types of payees-company, individual, bank or credit union. Need Assistance? Call our Customer Care Center at 877.280.1864 14
View Payees. Allows customers to view all payees at once, or separate them out by payee type. This is also where customers can edit, delete or pay a payee. Manage Categories. Offers a drag and drop technology, where customers can manage their payees into personalized categories. This is really helpful if a business wants to setup e-notifications. 15 Your guide to expanded online business banking opportunities with FirstBank & Trust
The Payments Tab is primarily where customers will view and make payments. Single Payment. Allows customers to make a one-time payment. The customer will select the pay from account, amount, and deliver by date. Recurring Payment. Allows customers to schedule/maintain consistent expenses (ex: mortgage). Need Assistance? Call our Customer Care Center at 877.280.1864 16
Scheduled Transactions. Payments awaiting the process date. This tab includes options to edit, stop or approve. Transaction History. Customers will be able to see details about payments that have processed. 17 Your guide to expanded online business banking opportunities with FirstBank & Trust
Payroll Deposits. Allows customers to View/Edit/Add employees to payroll. Payroll is direct deposit only. The admin (or user with admin rights) will need to approve the payroll two days prior. When payroll is set up, an alert will be delivered to the customer s email letting them know they need to login to Bill Pay and authorize the payroll. Employee Information (add/view/edit). This allows the subscriber to choose whether the employee is hourly, salary or a contractor. This is also where the subscriber can set up split accounts for employee deposits. Deposit Account #1. Primary account funds are deposited into. This includes normal and extra payroll. Deposit Account #2. Requires deposited amount to be entered. This amount is deposited first. Extra payroll amounts entered are not sent to this account. Clicking Submit saves the deposit account information. This can be edited later. Need Assistance? Call our Customer Care Center at 877.280.1864 18
View/Edit Employees. This allows the subscriber to view, edit or deactivate employees. If an employee requests to add or remove the split account, the employee must be edited. If disabling a split payroll, choose Don t Split. Payroll will be deposited into the primary account only. If adding a second account, choose Split and enter the account information required, then click Save. 19 Your guide to expanded online business banking opportunities with FirstBank & Trust
Edit Payroll Schedule. This displays the current pay day schedule and allows the subscriber to edit or stop the current schedule. The system does not automatically schedule payroll based on these dates. The current pay day schedule appears and can be edited at any time. Once a schedule is set or edited, a reminder is sent two days prior to the pay date to schedule the payroll deposits. If a payroll schedule currently exists, a message appears: By editing the current Payroll Schedule, your Payroll Deposits are stopped, and you need to reschedule them. Pay Employees. The subscriber has the option to choose regular pay day or extra pay day. Regular pay day will follow the payroll schedule and extra pay day is used for extra days worked or bonuses. Split accounts will not be an option for extra pay days. Payroll must be scheduled and approved two business days prior to the pay date by a user with Approval Authority permissions. The deposit amount must be the net amount as we do not calculate percentages or deductions. Email reminders stating that payroll is awaiting approval are generated to the primary user and sub users with approval authority. If Payroll is not approved, it remains in a pending status and must be stopped under View Scheduled Payroll. Calendar. This is an overview of the month s bill payment activity which displays processed and scheduled payments. The customer may also set reminders to pay a bill on a certain day. The calendar will retain up to 18 months of history before being removed. Need Assistance? Call our Customer Care Center at 877.280.1864 20
The Options Tab is where customers will go to manage their bill pay account. Company Profile. This allows the customer to update their company profile and turn dual signature on or off. Dual Signatures is a security feature that requires scheduled or edited transactions to be approved. Dual signature can be turned on or off. When on, one additional user must have the Approval Authority permission. This enables sub users to approve transactions that are scheduled or edited. Transaction Approval emails are sent at 2:00 a.m., 6:00 a.m., 10:00 a.m., 2:00 p.m., 6:00 p.m., and 10:00 p.m. ET until the transaction is approved. These emails are only generated when transactions are Pending Approval. Personal Profile. An individual bill pay user would be able to update their contact information within this area. This is used if e-notifications are setup within Bill Pay. Manage Bill Pay Accounts. This is where a business can add other "pay from accounts" that are held within online banking. The account will not be available right away but will show in a pending status until approved. These requests are reviewed and approved every business day in customer service. This area is also where a user can change their default "pay from account," edit and delete any accounts listed. 21 Your guide to expanded online business banking opportunities with FirstBank & Trust
e-notifications. Set up alerts and notifications when something happens within bill pay. Notifications can be sent via email, text 1, or both. Subscribers can set up event, logout, recurring and reminder e-notifications. Event Notification. These are notifications that are sent when a particular event occurs. Ex: The customer can be notified once the pay from account is approved. Logout Notification. These are notifications that are set each time the subscriber logs out of bill pay. The subscriber can customize which items he/she wants to receive in the logout summary. 1 Message and data rates may apply. Need Assistance? Call our Customer Care Center at 877.280.1864 22
Recurring e-notifications. The subscriber can choose the frequency and type of notification to receive. Ex: a list of all scheduled payments and transfers weekly. Reminders. This is where reminders to pay a bill can be set up and added to their Microsoft Outlook calendar. Manage Users. The admin can edit or delete other bill pay users. The admin can also limit the access/rights of other employees by selecting permission settings. 23 Your guide to expanded online business banking opportunities with FirstBank & Trust
Add New User. The Company Administrator must add all new users to Online Banking and provide the appropriate rights prior to bill pay enrollment. New users enroll for bill pay through online banking. Approval Authority is the permission setting for those approving transactions. The Company Administrator can assign permissions to additional users through Permission Settings. FAQ BUSINESS BILL PAY BUSINESS BILL PAY What is the cutoff time to approve a transaction? We process all files at 3:00 p.m. CT. Anything after 3:00 p.m. CT will process the following business day. Who is considered an authorized user of Bill Pay? An authorized user is anyone who is on the authorized users documentation stating they are an authorized user. Anyone that is a signer of the business may also be an authorized user. PAYROLL SPECIFIC QUESTIONS What happens if I forget to approve the payroll two days before it is supposed to arrive? The payroll does not process. What happens if I am doing payroll the day before I want employees to get paid? The process will not change. You will need to select the next available business day. How will payroll come out of my account? Payroll will come out in one lump sum. What is the description of the Payroll on my account? It will say Bill Pay on the description. When will my account be debited? Your account will be debited the day before the arrival date of payroll. The funds will need to be in your account in order for payroll to process. Need Assistance? Call our Customer Care Center at 877.280.1864 24
LOCATIONS All branch locations will remain the same. Please find a list of bank locations below. LUBBOCK LOCATIONS FirstBank Centre 9816 Slide Road Lubbock, TX 79424 Phone: 806.788.0800 Fax: 806.788.0699 Lobby Hours: Monday Friday: 9:00 a.m. 5:00 p.m. Saturday: 9:00 a.m. 1:00 p.m. Drive-Up Hours: Monday Friday: 7:30 a.m. 6:00 p.m. Saturday: 8:00 a.m. 1:00 p.m. FirstBank MidCity 3405 22nd Street Lubbock, TX 79410 Phone: 806.788.0817 Fax: 806.788.0725 Lobby Hours: Monday Friday: 9:00 a.m. 5:00 p.m. Drive-Up Hours: Monday Friday: 7:30 a.m. 6:00 p.m. Saturday: 8:00 a.m. 1:00 p.m. FirstBank South 7806 Indiana Ave. Lubbock, TX 79423 Phone: 806.776.0800 Fax: 806.788.0699 Lobby Hours: Monday Friday: 9:00 a.m. 5:00 p.m. Drive-Up Hours: Monday Friday: 7:30 a.m. 6:00 p.m. Saturday: 8:00 a.m. 1:00 p.m. FirstBank West 6501 19th Street Lubbock, TX 79407 Phone: 806.401.8760 Fax: 806.788.0699 Lobby Hours Monday Friday: 9:00 a.m. 5:00 p.m. Drive-Up Hours: Monday Friday: 7:30 a.m. 6:00 p.m. Saturday: 8:00 a.m. 1:00 p.m. OTHER LOCATIONS FirstBank Colorado City 2225 Hickory Street Colorado City, TX 79512 Phone: 325.728.3485 Fax: 325.728.8962 Lobby Hours: Monday Friday: 9:00 a.m. 4:00 p.m. Drive-Up Hours: Monday Friday: 7:30 a.m. 6:00 p.m. Saturday: 8:00 a.m. 12:00 p.m. FirstBank Snyder 4500 College Avenue Snyder, TX 79549 Phone: 325.573.9305 Fax: 325.573.0235 Lobby Hours: Monday Friday: 9:00 a.m. 4:00 p.m. Drive-Up Hours: Monday Friday: 7:30 a.m. 6:00 p.m. Saturday: 8:00 a.m. 12:00 p.m. FirstBank Tahoka 1910 Lockwood Tahoka, TX 79373 Phone: 806.998.5395 Fax: 806.788.0699 Lobby Hours: Monday Friday: 9:00 a.m. 4:00 p.m. Drive-Up Hours: Mon & Fri: 9:00 a.m. 6:00 p.m. Tue Thu: 9:00 a.m. 4:00 p.m. FirstBank Wilson 2000 Green Ave. Wilson, TX 79381 Phone: 806.628.6551 Fax: 806.628.6483 Lobby Hours: Monday Friday: 9:00 a.m. 4:00 p.m. Drive-Up Hours: Monday Friday: 9:00 a.m. 4:00 p.m 25 Your guide to expanded online business banking opportunities with FirstBank & Trust
Thank You! Thanks for giving us this opportunity to serve you. If you have questions about anything included in this guide, or would like more information, please call or visit your local FirstBank & Trust branch. After Friday, August 17, 2018, you may also call the Customer Care Center at 877.280.1864, Monday Friday, 7:00 a.m. 8:00 p.m. and Saturday, 8:00 a.m. 2:00 p.m. Thank you again for your business! We re here to help you explore the additional new banking opportunities that are now available to you. Through excellence in customer service and respect for the individual, everyone profits. Heartland Financial USA, Inc. 26
0072-18