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Frequently Asked Questions

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.

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 may 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.  That’s it, nothing to download and nothing to install!

How much does it cost?
There is absolutely no cost associated with this new security enhancement.

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 will include choosing several security questions that only you can answer. Once this occurs you have successfully added a layer of protection to your internet banking access!

When will I be asked for more information?
After your initial set-up, you will only be prompted to enter additional information when any activity appears to be unusual or uncharacteristic of your typical behavior. 

What 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 during the initial setup.

What is unusual or uncharacteristic behavior?
Uncharacteristic or unusual behavior is anything that appears out-of-the-ordinary compared to how 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.

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.

How are you able to detect unusual or uncharacteristic behavior?
This security feature 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 is really you.

How do I know it is working?
You only need to complete the set-up process once; after that the new security feature will work automatically.  That means you are being protected every moment you are online and more importantly, when you are not.

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.

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 before being able to access your information.  If the user is not able to provide this information, the activity will be blocked.  This added layer of security helps us protect your information.

I check my account very often, wouldn’t I know if something unusual showed up on my account?
It is great that 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 feature helps prevent those incidences from ever occurring, so when you check your account everything is exactly how it should be.

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 continue to use the same computer to log-in to your accounts.  There is no limit on how many people can log-in from the same computer.

I already have anti-virus and a personal firewall.  Why do I need this?
We are glad to hear you use antivirus 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 kinds 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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This is a private computer system which is restricted to authorized individuals. Actual or attempted unauthorized use of this computer system will result in criminal and/or civil prosecution. We reserve the right to view, monitor and record activity on the system without notice or permission. Any information obtained by monitoring, reviewing or recording is subject to review by law enforcement organizations in connection with the investigation or prosecution of possible criminal activity on the system. If you are not an authorized user of this system or do not consent to continued monitoring, exit the system at this time.