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Internal Systems Upgrade Frequently Asked Questions
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Internal Systems Upgrade - SF Fire Credit Union · Secured Loans 1000 Unsecured Personal Loans (such as Signature Loans, Bicycle Loans, Rental Deposit Loans, or Solar Loans) 1100

Jul 25, 2020

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Page 1: Internal Systems Upgrade - SF Fire Credit Union · Secured Loans 1000 Unsecured Personal Loans (such as Signature Loans, Bicycle Loans, Rental Deposit Loans, or Solar Loans) 1100

Internal Systems UpgradeFrequently Asked Questions

Page 2: Internal Systems Upgrade - SF Fire Credit Union · Secured Loans 1000 Unsecured Personal Loans (such as Signature Loans, Bicycle Loans, Rental Deposit Loans, or Solar Loans) 1100

Upgrade Checklist

Looking Forward - What’s Happening 1

• What’s Happening? 1• What Does “Internal Systems Upgrade” Really Mean? 1• Why Are We Upgrading These Systems? 1• When Is The Internal Systems Upgrade Happening And How Long Will It Take? 1

What’s Changing & What’s Staying The Same 1

• Membership & Account Numbers – What’s Changing & What’s Staying the Same? 1• What Your Existing Account Numbers Will Become 2• How New Accounts Opened After The Update Will Be Numbered 2

What You Need To Know 3

• Infographic: What’s Not Changing/What Is Changing 3• Graphic: How Your Account Appears Now 4• Graphic: How Your Account Will Appear After Upgrade 4

Account Nicknames 5

Accessing And Using Your Accounts While The Upgrade is Underway 7

• Using Online & Mobile Banking While The Upgrade Is Happening 7• Using Atm/Debit Card And Visa Credit Card 7• Scheduling A Bill Pay Or A Transfer 7• Sf Fire Cu Branch Hours During Upgrade 7• Contact Center Help 7

After The Upgrade – What Happens Next? 7

• Will My Online & Mobile Banking Login Stay The Same? 7• Do I Still Need To Know My Account Number If I Add A Nickname? 7• Do I Need To Change My Account Information For Direct Deposits Or Automatic Payments? 8• Will My Member Number Change? 8• Will I Need New Checks Or Debit/Credit Cards? 8• Transfers To Another Bank 8• Account Statements 8• Automatic Payments 9• Pending Membership Application 9• First Mortgage 10• First Mortgage payments 10

Index

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Upgrade Checklist

Dates and Times

P We’re conducting an internal systems upgrade starting on May 15th at 4:00 PM through May 18th, 2020; verify your contact email address is up-to-date to receive weekly email updates leading up to the upgrade.

P Check your Inbox. We’ll send weekly emails with important details and any required steps for you to take.

P Branches will be closed on May 16th and 18th. Contact Center will be open but with limited ability to access or service your accounts.

P Online & Mobile Banking will be unavailable starting on May 15th at 4:00 PM through May 18th, 2020.

Accessing Your Account

P Accessing your account over the weekend: your ATM/Debit and Credit Cards will work as normal.

P Plan ahead. Online & Mobile Banking will be unavailable, and the Branches will be closed.

P The Contact Center will be open, but with limited ability to access and service your accounts.

P Transfers and Bill Pay Transactions scheduled ahead of time will be processed, but some might be delayed by 1-2 business days.

After the Upgrade

P Check out Online & Mobile Banking. You’ll see the new, simpler four-digit account numbers assigned to your existing accounts. These four-digit account numbers will also appear on your statements. All other functions of Online & Mobile Banking will remain unchanged.

P Learn more about what to expect with your first statements after the update. Visit https://www.sffirecu.org/internal-systems-update-faqs for details about all the changes.

Your Member & Account Numbers

P Verify your contact information, including email and mailing addresses.

P Your Member Numbers are staying the same; Account Numbers (S5, S10, L92, etc) are changing.

P Your Account Numbers (S10, S5, S5.1, L92, etc) are changing to four-digit numbers with no letters or decimals.

P What’s staying the same: Debit & Credit Cards, account functionality.

P Prepare for account number changes by adding Account Nicknames.

System Upgrade starts Friday, May 15th at 4:00 PM (Pacific).

Need help?Call us at (888) 499-FIRE (3473), or chat online at sffirecu.org.

Learn more: Visit www.sffirecu.org/internal-systems-update-faqs, or log in to Online & Mobile Banking for details about all the changes.

Page 4: Internal Systems Upgrade - SF Fire Credit Union · Secured Loans 1000 Unsecured Personal Loans (such as Signature Loans, Bicycle Loans, Rental Deposit Loans, or Solar Loans) 1100

Internal Systems Upgrade FAQs 1

1. What’s happening?

We’re preparing to upgrade our internal systems to modernize and improve our infrastructure. Currently the upgrade is scheduled for the weekend of May 15, 2020, but, given the rapidly changing circumstances around the COVID-19 virus, this date is subject to change.

2. What does “internal systems upgrade” really mean?

We’re upgrading the internal systems used by our employees, as opposed to member- facing systems such as Online & Mobile Banking or ATMs.

3. Why are we upgrading these systems?

Our employees will be able to provide members better service in terms of speed and efficiency. In addition, the upgraded systems will make it possible for us to develop additional features and services in the future, such as new tools and functionality for Online & Mobile Banking.

4. When is the internal systems upgrade happening and how long will it take?

The upgrade is scheduled to begin at 4:00 PM (Pacific) on Friday, May 15th, and will last through Monday, May 18th. However, in light of events related to the Covid-19 virus, this date is subject to change.

1. Membership & Account Numbers – What’s Changing & What’s Staying the Same?

Membership Numbers Stay the Same: Your membership number is staying the same but is now officially identified as a ten-digit number, with a string of zeroes added at the beginning. “100000” becomes “0000100000”

“99999” becomes “0000099999”

“99” becomes “0000000099”

Account Numbers Will Look a Little Different: There will be changes to the account numbers which have sometimes been referred to as “suffixes” in the past. These are the 3- to 4-digit alphanumeric codes such as:

“S10” or “S10.1” for Checking Accounts

“S5” or “S5.1” for Tiered Savings

“L92” for Platinum Visa® Credit Cards

“L39” for Home Equity Lines of Credit

New Four-Digit Account Numbers: When our system upgrade is completed, you’ll see new four-digit account numbers on your accounts. These will be numbers only (no letters such as S, L, or I) and do not use decimals. Accounts will be labeled as either

Looking Forward – What’s Happening

What’s Changing & What’s Staying The Same

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*A very small number of members will have account numbers that don’t follow these patterns exactly. For example, you might have both an S5 Tiered Savings and an I5 5-Year Term Certificate. They’re both deposit accounts, so their four-digit account numbers can’t be the same. We’ll be communicating with these members directly, to advise them of their new account numbers. If you have any questions about your new account numbers after the update, just ask; we’ll be happy to help.

How New Account Types Opened After The Update Will Be Numbered

Account Type New Account Number

Savings or Term Certificate Secured Loans

1000

Unsecured Personal Loans (such as Signature Loans, Bicycle Loans, Rental Deposit Loans, or Solar Loans)

1100

Vehicle Loans (New, Used, and ‘Classic’)

1200, 1300, 1400 or 1500

Home Equity Line of Credit 1600

First Mortgage 1700

Tiered Savings 2100

Personal Checking Account 3000

3 Month Term Certificate 4300

Platinum Visa Credit Card 8000

What Your Existing Account Numbers Will Become*

Account Type Previous Account Number

New Account Number

Regular Savings S1 0001

Tiered Savings S5 0005

Checking S10 0010

2nd Checking S10.1 0101

5 Year Term Certificate

I5 0005

Signature Loan L2 0002

New Auto Loan L19 0019

Visa Credit Card L92 0092

Home Equity Line of Credit (HELOC)

L39 0039

2nd HELOC L39.1 0391

First Mortgage No alphanumeric suffix used

0097

Internal Systems Upgrade FAQs 2

Loan (auto loans, credit cards, real estate loans) or Deposit accounts (Checking, Tiered Savings, Term Certificates). It’s possible you’ll have a loan account and a deposit account with the same four-digit account number; they will be clearly separated by account type in Online & Mobile Banking and on your statements.

EXISTING ACCOUNTS OPENED BEFORE THE UPGRADE: On all your existing accounts, you’ll see a new four-digit account number that doesn’t use letters or decimals. Here’s a chart to help you understand what your existing account numbers will become:

NEW ACCOUNTS OPENED AFTER THE UPGRADE: Any NEW account which you open AFTER our system upgrade will also be listed as your member number followed by a four-digit account number, but will follow a slightly different numbering structure from the accounts you had before the upgrade.

Every account of a given type will be assigned a number based on a designated range (3000s for personal checking accounts, for instance). If you open two new checking accounts, for instance, you would see them as:

• First New/Additional Checking Account Opened – member number + 3000

• Second New/Additional Checking Account Opened – member number + 3001

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What You Need To Know

Your scheduled Bill Pay transactions and Transfers

Your ATM/Debit and Credit Cards

Your existing Direct Deposit and Automatic Payments

Your Member Number (but a string of zeros will precede it online and on statements: “1234” will be written “0000001234”)

Your 14-digit Check ID number (printed on your checks and the most frequently used number for Direct Deposits and Automatic Payments)

What’s Not Changing No Action Needed

Key account functions, tools, and details like account nicknames.

0005

Tiered Savings s5

Checking s10

0010Signature Loan L2

0002HELOC L39

0039

Account Type Current After Upgrade

Regular Savings S1 0001

2nd Checking S10.1 0101

5 Year Term Certificate

I5 0005

New Auto Loan L19 0019

Visa Credit Card L92 0092

What Is Changing: Things To Know & Do

Existing Account Numbers

Your existing accounts will have new 4-digit account numbers with no letters (such as ‘S’, ‘L’, or ‘I’) and no decimals.

Existing AccountsBefore Upgrade

Existing Accounts After Upgrade

Amys Checking 0000000010

S10 Checking 0000S10

Select Account

Click the pencil next to account name

Rename & Save

S10 Checking 0000S10

Amys Checking

123

Online Banking

Select Account

Click the pencil next to account name

Rename & Save

Go To Settings

S10 Checking 0000S10

Amys Checking

1234

Mobile AppQuickly Find the Account You Want

Adding a Nickname makes it easier to distinguish accounts, especially of the same type.

Follow these simple steps to get started.

From This

To This

Nickname Your Accounts

Internal Systems Upgrade FAQs 3

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Internal Systems Upgrade FAQs 4

And as always, when you open a new account, you’ll have the option to assign an Account Nickname to help identify it more easily.

What You’ll See After the Upgrade

Check out the examples below to compare what you see now with what you’ll see after the upgrade.

Please note that your Account Nicknames remain the same (keep that in mind!).

How Your Account Appears Now, BEFORE the Upgrade:

How Your Account Will Appear AFTER the Upgrade:

Please note: Your Account Nicknames remain the same

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Internal Systems Upgrade FAQs 5

2. So the account numbers are really the only thing changing about my accounts?

That’s right. Everything other than your account numbers will stay the same, including:

• Your Member Number (but it will be written with a string of zeros at the beginning)

• Your ATM/Debit & Credit Cards

• Your 14-digit Check ID Number (used for direct deposit and other electronic transactions)

• Your Overdraft Protection Choices

3. Getting Ready – Make It Easy With Account Nicknames

The only changes you’ll really need to get used to are the new account numbers which we’ve outlined above, as they are displayed in Online & Mobile Banking and on your statements. This is especially true if you have several accounts of the same type (such as several checking accounts or Tiered Savings accounts). One way to make that a non-issue is to assign each of your existing accounts an Account Nickname (like “Personal Checking” or “Joint Checking”. If you’re especially at-tached to your current account numbers, you can even nickname them “S10”, “S5”, etc.). Please note that nicknames can’t include special characters such as apostrophes.

Account nicknames make your account list simpler to read at a glance. Compare the two examples below, before and after adding nicknames:

→ You can add or edit Account Nicknames in

either Online Banking or our Mobile Banking app:

In Online Banking:

• Click on the account you want to edit (from your list of accounts or via Settings/Accounts)

• Click the pencil icon next to the desired account

• Change the account nickname and click “Save”

Everything other than your account numbers will stay the same.

Before Nicknames After Nicknames

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Internal Systems Upgrade FAQs 6

In the Mobile Banking App:

• Click on Settings in the menu

• Click on Accounts

• Select the desired account

• Change the account nickname, click “Done,” then click “Save”

You can assign nicknames to any type of deposit accounts (Checking, Tiered Savings, Term Certificates). You can also assign nicknames to some, but not all, loan account types.

What difference do nicknames make? Compare the following before and after shots.

Adding Account Nicknames For Transfer Accounts

In addition to adding nicknames for your own accounts, you might want to add nicknames for other members’ accounts that you’ve saved as destination accounts for Transfers. These nicknames would be for your reference only and would not be visible in any way to the

other member.

For these accounts, you’ll add nicknames this way:

Online Banking:

1. Click Settings (from the dropdown menu accessed by clicking on your name in the upper right)

2. Click Accounts

3. Click the pencil icon next to the “Shared Access” account

4. Rename and Save

Before Nicknames After Nicknames

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Internal Systems Upgrade FAQs 7

1. Will I be able to use Online & Mobile Banking while the upgrade is happening?

No, Online & Mobile banking won’t be available from 4:00 PM on Friday, May 15th through Monday, May 18th.

2. Will I be able to use my ATM/Debit Card and Visa Credit Card?

Yes. You can use your ATM/Debit Card or your Platinum VISA® Credit Card as normal at any ATM or merchant.

3. What if I scheduled a Bill Pay or a Transfer?

Any Bill Pay transactions or transfers to other banks or credit unions you already scheduled will run as normal on Monday, as they aren’t regularly processed on weekends. Transfers to other members of SF Fire Credit Union you scheduled for either Saturday or Sunday will run on Monday. If you need to set up a new transfer or Bill Pay transaction, please do so as soon as possible, as you won’t be able to log in to Online & Mobile Banking over the weekend after 4:00 PM on Friday.

Accessing And Using Your Account While The Upgrade is Underway

4. Will SF Fire CU branch hours change during the upgrade?

Yes. Our branches, normally open on Saturdays and Mondays, will be closed.

5. Can I reach the Contact Center for help?

The Contact Center will be open but with limited ability to access or service your account. For any urgent transfers, please contact us before 4:00 PM on Friday, May 15th.

After The Upgrade – What Happens Next?

1. Will my Online & Mobile Banking login stay the same?

The vast majority of members will not see any changes to their Online & Mobile Banking logins. There are a few members with unusual circumstances where a change might be needed. We’ll communicate directly with those members.

2. Do I still need to know my Account Number if I add a Nickname?

You should still know where to find your account number, in case you need to update any information such as for your direct deposit. You’ll always find this information by clicking on the account in Online Banking or the Mobile Banking App and selecting Account Details.

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Internal Systems Upgrade FAQs 8

6. Will the new account numbers be the same for EXISTING accounts and accounts of the same type opened AFTER the upgrade?

They will have the same basic structure (member number plus four digits), but the four digits will be noticeably different. For example, a checking account opened before the upgrade will have a number of 0010, while a checking account opened later will have an account number of 3000.

For comparison, check out the graphs included earlier under Member & Account Numbers – What’s Changing & What’s Staying The Same

7. Will I need new checks or debit/credit cards?

No. You can keep using your same checks and cards, with no changes required.

8. I have recurring transfers to another bank. Will those continue?

Yes. Any recurring transfer already scheduled will be processed as normal on the next scheduled transfer date.

9. Will anything change with my account statements?

As far as the appearance of your statements, you will see modest changes to your regular End-of-Month Statement, your Visa Statement, and your Home Equity Line of Credit Statement. You will not see any changes to statements for your First Mortgages, Business Loans, Student Loans through our partnership with Student Choice, or any investment accounts you have through CUSO Financial Services.

3. Do I need to change my account information for Direct Deposits or Automatic Payments?

For existing direct deposits and payments, you don’t need to do a thing. But if you need to set up a NEW direct deposit or add an automatic payment for a NEW merchant, be sure to use your NEW account number, or the 14-digit Check ID Number from your checks.

4. I’m expecting a Federal Stimulus Deposit / I applied for a Corona-virus Stimulus Loan from the SBA using my current account numbers. Will I still get the deposits?

Yes. There will be no impact on our ability to process and deposit Federal Coronavirus Stimulus Direct Deposit payments before or after the upgrade. If you are eligible to receive the stimulus package, you do not need to do anything in order to receive these funds.

5. Will my member number change?

No. Your membership number is staying the same but is now officially identified as a ten-digit number, with a string of zeroes added at the beginning.

“100000” becomes “0000100000”

“99999” becomes “0000099999”

“99” becomes “0000000099”

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Internal Systems Upgrade FAQs 9

For Your End-of-Month Statement (for checking and savings account transactions): For the month of May only, you’ll receive two statements at the end of the month, one listing your transactions which post by 4:00 PM on Friday, May 15th , and another statement listing your transactions for the remainder of the month. The first statement will look just like your prior statements except it will not reflect any dividends earned for your savings accounts. The second statement will reflect your new account numbers and will reflect all dividends earned for the month.

If you receive paper statements, you’ll get both statements in one envelope at the end of the month. For e-Statements, you’ll see both statements combined in a single PDF.

For your mid-month statements, such as for the Visa Credit Card or Home Equity Lines of Credit: you will receive one statement as normal after the 15th of May. This will list all transactions since the previous statement, regardless of whether they posted before or after the upgrade. You may notice some variation in the transaction descriptions, but all the important information will be retained: amount paid, date, and merchant name or description. You will see the new four-digit account numbers used.

10. Will I access my statements the same way as I do now?

If you are the primary owner on a membership, you will not see any changes to how you view your statements in Online & Mobile Banking, nor will there be any changes to the statements you receive in the mail. However, joint owners or authorized users will no longer have a copy of the statement retained in their own Online & Mobile Banking profile.

11. Will my automatic payments to loans at the Credit Union be impacted?

Automatic payments to your loans at the Credit Union that would normally run on Saturday or Sunday will be processed on Monday. Otherwise, there will be no impact. You can always make a manual payment early and skip the automatic payment for the month.

12. What will happen with my automatic payments to merchants?

The schedule of your automatic payments to merchants will not be changed, as these are not processed on weekends. They will be made as usual on your next scheduled payment date. The only change you might need to make is if you used a savings account number or the checking account number for these payments, rather than the 14-digit

Check ID number.

13. What if I need to submit a Wire Transfer? Will those be affected?

Any wire transfers submitted before the cutoff time on Friday, May 15th will be processed as normal. However, wire transfers submitted after the cutoff time

will be processed on Tuesday, May 19th.

14. What will happen with a pending membership application started before the upgrade?

While we won’t be able to review or complete your application during the systems upgrade, all your information will be retained, and the review process will be completed as normal after the upgrade is complete.

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Internal Systems Upgrade FAQs 10

15. What will happen with a pending loan application started before the upgrade?

While we won’t be able to review or complete your application during the systems upgrade, all your information will be retained, and the review process will be completed as normal

after the upgrade is complete.

16. I had a loan application approved but not yet funded. What will happen with that?

While we won’t be able to complete the funding of the loan during the systems update, all your information will be retained. Funding will be completed as normal after the upgrade is complete, as early as Tuesday for loans you applied for online or directly with an SF Fire Credit Union representative or Wednesday for any indirect loans, such as a loan for a new or used car at a dealership that participates in the Credit Union Direct Lending Program.

17. Will anything change with my First Mortgage?

We’re changing how you make certain types of payments online, but nothing is changing in terms of your loan. You’ll still find the important details – transaction history, tax details, automatic payment management, etc. – within the Loan Administration Center, which you access by clicking the “View Transactions” link for

your Mortgage from the account list.

18. How will First Mortgage payments change?

Any payments you want to make other than the regular monthly payment will now be made via the Loan Administration Center. Examples of such payments:

• An ‘Additional Principal payment’

• A custom payment for an amount other than the regular amount due

• Additional payments to your escrow account

To make such a payment, you’ll follow these steps:

i. Click View Transactions for your Mortgage to reach the Loan Administration Center

ii. Click Making Payments

Making Payments defaults to the Online Payments function, which lets you make a one-time regular payment, make a payment to the principal balance only, make an additional payment to an escrow account, or any combination of those choices. Follow the onscreen steps to set up and initiate your payment.

To set up or edit automatic payments:

1. Click View Transactions

2. Click Making Payments

3. Click Payments/Automatic Payments from the menu at the top

You can still make the regular monthly payment to your mortgage directly through the Transfers section of Online & Mobile Banking.

To get the most current updates on topics covered in this booklet, and more, visit https://www.sffirecu.org/internal-systems-update-faqs.