|
Centennial Online
Personal Online Banking
Online
Help
Welcome to 1st Centennial Bank’s Personal Online
Banking System
To assist you with the use of our personal online
banking system, we have prepared a list of frequently
asked questions. If your question is not answered here,
we invite you to contact us at (909) 798-3611 during
normal business hours and we will be happy to assist
you.
Table of Contents
GENERAL INFORMATION:
BROWSER INFORMATION
SECURITY
BILL PAYMENT SERVICES on CENTENNIAL ONLINE
GENERAL INFORMATION
Q: What is
Centennial Online?
A. Centennial Online is an Internet banking program
which gives you secure Internet access to your 1st
Centennial Bank accounts. Do your banking any day, any
time, all from the privacy of your own home or office.
In fact, you have access from anywhere you have an
Internet connection, even if you are not on your own
computer. Here’s what is available to you as a
Centennial Online user:
- View current balance and account information on
deposit and loan accounts;
- Real time transfer of funds between your linked
accounts;
- Obtain detailed summary information for all linked
accounts;
- Download account history into personal financial
management software, such as Microsoft Money, Intuit
Quicken and Intuit Quickbooks.
- Perform transaction searches to view specific
transactions;
- View check images; and
- Pay bills with our optional Bill Payment Service
on a one-time or recurring basis
Back to TOP
Q.
How secure is Centennial Online?
A. Centennial Online brings together a combination of
industry approved security technologies to deliver a
product that keeps your information safe. It features a
password protected system entry, Secure Sockets Layer (SSL)
protocol for data encryption, and a router loaded with a
firewall to regulate the flow of server traffic.
Back to TOP
Q: Is there a charge to use Centennial Online?
A. There is no charge for unlimited access to Centennial
Online to view account information, transfer funds
between your 1st Centennial Bank accounts, perform
transaction searches, view check images and download
account history. By adding the optional Bill Payment
feature to your Centennial Online Banking service, you
can also pay your bills online. If you enroll now,
online bill payment is free of monthly service charges.
Back to TOP
Q: Exactly what equipment and software do I need to
access Centennial Online?
A. There is no need for special software or equipment.
All it takes is a computer, running Windows 95 or later,
and your existing Internet connection with an Internet
browser with 128-bit encryption. The settings on the
monitor should be set to 16-bit color at 800 x 600
resolution for the best results.
Back to TOP
Q: What browser should I use to access Centennial
Online?
A: We require that you use an Internet Browser that
supports 128-bit encryption (Netscape calls this U.S.
Security). Either Microsoft Explorer (4.0 or newer) or
Netscape Navigator (4.07 or newer) can be used. (You
will not be able to bank online with a browser that does
not support 128-bit encryption.)
Back to TOP
Q: How do I get signed up to use Centennial Online?
A: Current customers can access this free service
quickly and easily – no application is required. From
the Bank’s Home Page, go to Online Banking, and click on
“First Time Access”. You will be prompted to read the
Centennial Online Internet Banking Service Agreement and
Electronic Funds Transfer Disclosure. If you agree to
the terms of the Agreement, click on the “YES, I WANT TO
ENROLL” button at the end of the document and you will
be linked to the log on page. Now you’re ready to start
banking online!
Back to TOP
Q: How do I log on to Centennial Online? How do I set up
my password?
A: To log on to Centennial Online, an account owner
needs to use an ACCESS ID and PASSWORD.
- The first account owner to log on to Centennial
Online will use any one of his or her account number(s)
as the Access ID and the last four (4) digits of his
or her tax identification number for the temporary
Password. Each account holder must log on with their
own tax identification number as the temporary
Password.
- Upon “first time login”, you will be prompted to
change the temporary Password. Your Password must be
an alphanumeric, case sensitive Password, a minimum of
eight (8) characters long, and a maximum of twelve
(12) characters long. The Password that you choose
must include, at least, 2 letters and 2 numbers.
"Alphanumeric" refers to the fact that both numbers
and letters are used. "Case sensitive" means that both
upper and lower case letters are used; therefore, "b"
is not the same as "B." For example, if your password
is "Baseball02," you must type it exactly like that.
Entering "baseball02" will not allow you to enter the
system. This method is used to provide you with the
highest level of security.
- The account number that was used to log on will
become the permanent “Access ID” for that particular
account owner.
- If the account is a joint account, subsequent
joint account holders who log on to the Centennial
Online system will also use the same account number as
the Access ID and the last four (4) digits of his or
her own tax identification number for the temporary
Password.
- Upon initial log in, he/she will then be prompted
to change both the Access ID and Password. This
assures that each account holder maintains a separate
Access ID and Password even when accessing the same
joint account.
- If subsequent account holders log on using a
different account number, this number will then become
the permanent Access ID for that joint owner (he/she
will not be prompted to change the Access ID).
- If you would like to change the Access ID for your
account and assign a “nickname” for the account that
is easy to remember, contact customer service during
normal business hours at (909) 798-3611 for
assistance.
Back to TOP
Q: What types of accounts can I access through
Centennial Online?
A: You can access any of your 1st Centennial Bank
accounts including: Checking, Savings, Money Market,
Ready Reserve, CD, Safe Deposit and Loans. Some accounts
provide information only and are not available for
transfers.
Back to TOP
Q: How
current is the information?
A: The available balance for Checking, Savings, and
Money Market Accounts is real-time and will change
throughout the day based on your activity. All other
account information such as Loan and Certificate of
Deposit balances are current as of the end of day
processing from the previous business day.
Back to TOP
Q:
When will my transfers take place?
A: Generally, transfers made prior to 5:00 p.m. Pacific
Standard Time on regular business days will be credited
that same day. Transfers made after 5:00 p.m. Pacific
Standard Time will be credited on the following business
day. For further information, please refer to the Bank’s
Internet Banking Service Agreement and Electronic Funds
Transfer Disclosure on this site.
Back to TOP
Q: Are there limits to the number of transfers I can
make?
A: Some accounts, such as Checking Accounts, have no
limits as to the number of transfers you can make.
However Savings Accounts and Money Market Accounts, by
Federal Regulation, are allowed no more than six
pre-authorized withdrawals or withdrawal transfers per
month. If you are unsure whether your account has this
restriction please check with a customer service
representative or refer to the Bank’s Internet Banking
Service Agreement and Electronic Funds Transfer
Disclosure on this site.
Back to TOP
Q:
Why do I need an 8 to 12 digit password?
A: To increase the level of security for your accounts.
While shorter, less complex password structures are
extremely secure, the fact remains: the longer the
password, the greater the security. Additionally, by
using both letters and numbers (“alphanumeric”) the
security factor is increased even more. Your password
for Centennial Online must be between 8 and 12
characters long and contain at least two numeric
characters and at least two alpha characters. Your
password will be case sensitive.
Back to TOP
Q: What is an "alphanumeric, case sensitive password?"
A: "Alphanumeric" refers to the fact that both numbers
and letters are used. "Case sensitive" means that both
upper and lower case letters are used; therefore, "b" is
not the same as "B." For example, if your password is
"Baseball02," you must type it exactly like that.
Entering "baseball02" will not allow you to enter the
system. This method is used to provide you with the
highest level of security. Your password for Centennial
Online must be between 8 and 12 characters long and
contain at least two numeric characters and at least two
alpha characters.
Back to TOP
Q: Can I
change my password?
A: Yes. You can change your password at any time by
clicking the "Change Password" button at the top of the
page after logging into the Online Banking Application.
If you are having difficulties logging on, please
contact customer service at (909) 798-3611 for
assistance.
Back to TOP
Q: If I sign up for Centennial Online, will I still
receive an account statement in the mail?
A: Absolutely. You will continue to receive your
scheduled statements as usual.
Back to TOP
Q: Do I have to own a computer to use Online Banking?
A: No. You can access your accounts from any computer
with Internet access.
Back to TOP
Q: How should I set up my monitor for best viewing
results?
A: Online Banking is best viewed with 16-bit color (High
Color) at 800 x 600 resolution.
On Windows 95 and 98:
Go to START at bottom left of screen.
Go to SETTINGS.
Go to CONTROL PANEL.
Click DISPLAY.
Click the SETTINGS tab. Select your screen resolution
(800x600) and color settings (16-bit).
(All computers may not support these settings. Please
refer to documentation on your specific monitor and
graphics card, if you have any questions. Some older
monitors and video cards may not support this
resolution.)
Back to TOP
Q: Does Centennial Online work with other Personal
Financial Management software packages (i.e., Quicken ®
and Money ®)?
A: Absolutely. Centennial Online was designed to be
highly compatible with these popular software products.
You can access the export capability from the
“Transactions Menu” and select the export format you
prefer.
Back to TOP
BROWSER INFORMATION
Q: What is a browser?
A: A browser is computer software that enables you to
visit and view Web sites. Browsers take programming
codes sent over the Internet and translate it into what
you see on the Web page. Without a browser, you wouldn’t
be able to read Web site material or view graphics.
Back to TOP
Q: What is encryption and why is it important?
A. Encryption scrambles information passes over the
Internet and provides an additional component of
security highly important for Internet banking and any
other secure transactions you make on the Internet.
Encryption is like having a combination lock and only
one combination will work. To ensure you are in a secure
page, you should always see a closed lock at the bottom
of your screen. If the lock is ever open or broken your
security session has been interrupted. Browsers provide
different levels of encryption: Standard-40 or 50 bit,
and High-128-bit. Roughly speaking, 128-bit encryption
is 309,485,009,821,345,068,724,781,056 times stronger
than 40-bit encryption. You will not be able to access
Centennial Online if your browser does not support the
highest level of encryption, the 128-bit.
Back to TOP
Q: How can I tell if my browser has 128-bit encryption?
A: For those clients that are using Internet Explorer,
after bringing up your browser, simply clicking on Help
and About Internet Explorer you will notice Cipher
Strength. It should say 128-bit.
For those clients using Netscape Communicator, in
Navigator or Communicator, choose the Help menu and
select About Navigator (or Communicator). Look for the
section that reads, “This version supports U.S.
security…” that means you have 128-bit encryption. If it
says you have “International security…” that means you
have 40-bit encryption.
AOL users are supported by Internet Explorer 4.01 or
higher. On Keyword type Encryption, this will display
what strength encryption you are currently using.
Back to TOP
Q: How can I get 128-bit encryption if I do not have it?
A. For Internet Explorer users, click here and follow
the instructions or in the box that displays your Cipher
Strength, click on the “Update Information” next to the
current encryption bit. This will download the 128-bit
version.
For Netscape users, click here and follow the
instructions or on Help then Software Upgrades, you will
be taken to a SMARTUpgrades screen from which you can
download the updated version of 128-bit.
For America On Line (AOL) users, go to Keyword:
128browser. Follow the instructions for downloading and
installing your 128-bit browser.
Back to TOP
Q: How can I tell it I am in a secure session?
A: Depending on your browser you should see one of the
following at the bottom of your screen:
Internet Explorer Secured = Unsecured = no icon
Netscape Communicator 4.0 Secured = Unsecured =
Netscape Navigator 1.1 or greater Secured = Unsecured =
Back to TOP
Q: How do I add a bookmark to my browser for fast return
to 1st Centennial Bank’s Home Page?
A: In Internet Explorer, click on the “Favorites” menu
at the top of the page. Choose the option “Add to
Favorites” and then click “OK”.
In Netscape, click on the “Bookmarks” menu, and then
choose the option “Add Bookmark”.
In AOL, when you are on our web page, click on the red
heart icon in the upper right corner of the window.
Back to TOP
Q: When do I use “Reload” or “Refresh” buttons?
A: Because the Internet is vast, your connection to 1st
Centennial Bank may actually be passing through a number
of points before reaching us. Occasionally, your
connection may pass through a point that is slowing down
your connection. By refreshing or reloading you will
open a new connection, which may improve your speed.
Depending on your browser settings, you may want to
refresh or reload periodically to be sure you are
viewing the most updated page on the Web site. To help
insure you are always viewing the most updated page of a
Web site, your settings should be as follows:
1. In Tools, click on Internet Options
2. In Temporary Internet files click Settings
3. In Check for new versions of stored pages:
4. Choose Every visit to the page
5. Then OK
If you are on a server you may want to speak to your
Information Systems Manager.
Back to TOP
SECURITY
Q: Is my online communication with 1st Centennial Bank
secure?
A: Yes. At 1st Centennial Bank, we take security very
seriously. We have taken every precaution necessary to
be sure your information is transmitted safely and
securely. The latest methods in Internet system security
are used to increase and monitor the integrity and
security of our system.
The first step is to start with a secure browser as we
spoke about in the Browser Information section. 1st
Centennial Bank requires a 128-bit encrypted browser for
access to Centennial Online. Data security between the
customer browser and our Web server is handled through a
security protocol called Secure Sockets Layer (SSL). SSL
provides a security "handshake" that is used to initiate
a connection, this handshake results in the client and
server agreeing on the level of security they will use
and fulfills any authentication requirements for the
connection.
Additionally, 1st Centennial Bank has incorporated the
capabilities of firewalls, control capabilities of
routers, operating system level controls, application
level controls, report consolidation methods, and
security monitoring devices such as intrusion detection
systems and scanners. This is referred to as "security
in-depth".
Back to TOP
Q: Can anyone else see my account information?
A: Your online account information is available through
access methods that have been rigorously tested for
their security. The information is not public. Only you
can access it using your Access ID and Password.
Back to TOP
Q: What can I do to help protect my account information
while I am banking online?
A: You also play a major role in helping maintain the
security of your banking information. Here’s what you
can do:
- Memorize your password. Your online password
authenticates you when you begin an online banking
session. You should memorize this password and never
write it down or reveal it to anyone.
- Change your password regularly. It is important to
change your password regularly, which you can easily
do when you begin an online banking session. Just
click on the “Change Password” button on the screen.
The password must be 8 to 12 characters, must be alpha
and/or numeric, and is case sensitive. Passwords
should not be easily identified to you; for example,
your children's or pet's names, birth dates, addresses
or other easily recognized identifications related to
you.
- Remember to “Log Off”. If you have to walk away
from your computer while you are in a banking session
be sure to log off. It is also very important to log
off when you are finished banking. If you forget to
sign off, 1st Centennial Bank will automatically sign
you off after 10 minutes of inactivity. However, those
10 minutes can be a way for an intruder to gain access
to your information, so be sure to log off when
finished.
- Use your browser’s built-in security features.
Make sure you are using the strongest encryption,
which is 128-bit. Some browsers will ask you if you
want to memorize your password. Do not allow your
browser to save your password, or anyone using your
computer would have access to your information. For
more information on the built in security for your
browser you can go to the web page for your browser or
go to the help feature and check security.
- Three strikes and you’re out. If a Password or
User ID is entered incorrectly three consecutive
times, account access will be blocked or locked out.
This feature is a security item that helps protect the
system, the Bank and your data. If you forget your
password and are locked out by trying to attempt
access you can reactivate the account by calling
Customer Service at (909) 798-3611 and answering a few
validation questions that only the authentic customer
would know.
Back to TOP
BILL PAYMENT SERVICES on CENTENNIAL ONLINE
Q: What is Bill
Payment?
A: Paying bills online is fast, easy and secure. Once
you try online bill payment, you will see that it’s a
whole lot easier than writing and mailing paper checks.
With point and click simplicity, paying bills online
lets you take more control of your finances. With
Centennial Online Bill Payment, you get all this:
- Pay virtually anyone with the click of a button
- Schedule future and recurring payments
- Review all transactions in an easy-to-read summary
- Enjoy the security of highly sophisticated
encryption technology
Back to TOP
Q: How do I get signed up to use Bill Payment?
A: To apply to use the Bill Payment Service, you must
first log on to Centennial Online using your Access ID
and Password. If you have not used Centennial Online
before, please refer to the “How do I get signed up to
use Online Banking?” section of this document to get
started.
Once you have logged onto Centennial Online, click on
the “Enroll for Bill Payment” button. Print, complete
and sign the Bill Payment Enrollment Form. You may send
the completed form to us by mail or by fax, as indicated
on the form. Alternatively, you may also visit our
banking office and our staff will be happy to assist you
with your enrollment. Once we receive your enrollment
form, including any additional required documentation,
and verify the information you provided, we will send
you a confirmation of your enrollment along with your
initial Access ID and temporary Password by postal mail
to the address we have on file for you.
Back to TOP
Q: How long does it take for a payment to reach my
payee?
A: Future or recurring Bill Payments must be processed
at least five (5) to seven (7) Business Days prior to
the actual due date of the bill. When you enter a
payment, you enter the date that you want the payment to
be processed (“Date”). All bills begin processing on the
“Date” you enter on each bill payment if that “Date” is
a Business Day (Monday through Friday, excluding
weekends and holidays). If the “Date” is not a Business
Day, funds are debited from your account and processing
begins on the preceding Business day.
Back to TOP
Q: Should the payment date I give be the date the
payment is actually due?
A: No. You should plan to make your payments 5 to 7
Business Days prior to the due date of the payment,
which will allow sufficient time for the payee to
receive and post your payment.
Back to TOP
Q: How soon are the funds actually taken out of my
account?
A: Bill Payment funds are debited from your account and
the payment is mailed or sent electronically to the
payee on the “Date” you input for each payment. If the
day your account is to be debited falls on a weekend or
holiday (a non-business day), the payment will be
debited and processing will begin on the preceding Business day.
Back to TOP
Q: What happens if I don’t have enough money in my
account to cover a bill payment?
A: If your account has sufficient overdraft protection
to cover the payment, we’ll draw against those available
funds. Otherwise, the payment will not be processed and
will be considered canceled.
Back to TOP
Q: When and how are my payments delivered and how can I
ensure that my payee receives my payment on the due
date?
A: All bills begin processing on the “Date” that you
input on the bill payment screen. If the “Date” is not a
Business Day, funds are debited from your account and
processing begins on the preceding Business Day.
A payee generally receives electronic payments within
three days. Payees not set up to receive payments
electronically will receive a paper check on your behalf
within 5 to 7 days. If you make all of your payments
with the above time frame in mind, your payments will
have more than sufficient time to be received and posted
by the payee.
Back to TOP
Q: Why does it take a few days to process payments?
A: Although a number of your payees accept payments
electronically, many do not. For those that do not
accept electronic payments, we must send a paper check
to that payee through the U.S. mail. Once received by
the payee, it may also take a day or so for that payee
to process the check and post it to your account. Even
for electronic payments, it may take two or three days
for your payment to be posted. By allowing a few days
for processing and delivery, we can help ensure that
your bills are paid on time.
Back to TOP
Q: What should I do if a payee has not posted my
payment?
A: You need to allow for a few days for your payee to process your payment. If your payee has not posted
the payment to your account after a few days, please contact customer service at (866) 748-9326 to inquire
about the status of the payment. The payment will then be traced and a status response will be sent to
you.
Back to TOP
Q: How can I prove bill payments and transfers were
made?
A: With each bill payment and transfer, you are given a
confirmation number so you know we received it. In
addition, payments and transfers will appear on your
monthly statement so you can see they posted. You’ll
also continue to receive your monthly statement in the
mail from your payee which will reflect the payment
received by them.
Back to TOP
Q:
How will the bill payments be made?
A: We use two methods of payment:
Electronic – sends an electronic credit to your payee;
or
Draft – sends a paper check to your payee.
Back to TOP
Q:
Can I choose the method of payment?
A: No. We will process the payment electronically if
possible. If not, then a paper check is produced. Over
time, some payees who could not accept electronic
payments may be able to. They will then begin being paid
electronically.
Back to TOP
Q:
What happens if the Bank’s web site were to be
temporarily unavailable and I can’t access Centennial
Online? Will my payments be made? Will my transfers go
through?
A: If for any reason Centennial Online were temporarily
available, you can be assured that any transaction that
you had already processed prior to the system going
down, will go through on the day you had requested it to
be processed. If you were in the middle of a transaction
and there is some question as to whether the system has
received the request, you may feel free to contact
customer service at (909) 798-3611 during normal
business hours to verify that your transaction was
completed.
Back to TOP
|
