New Security Feature

What Is It?

In order to make your online banking experience as secure as possible, we are introducing a new security feature that detects any uncharacteristic or unusual behavior involving your account. If anything out of the ordinary is detected, we will verify your identity.

How Does It Work?

If we detect any unusual or uncharacteristic activity, we will ask you to answer your security questions or receive a phone call to make sure that it’s really you. This will most likely be a very rare occurrence.

What are the next steps?

  • Answer and verify three security questions.
  • Enter and confirm your phone numbers
  • Continue banking, with an even higher level of security

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. However, now you will have an extra layer of security working behind the scenes to protect your account. The new security may infrequently prompt you to verify your identify 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 your typical transactions, times, and locations. 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 can stop fraudulent attempts to compromise your account. This process will only occur on rare occasions. Normally, you will not be asked for any additional information.

For example, if someone tries to sign in with your user name and password from a computer in another country shortly after you have logged off from your normal computer at home, we may decide to verify who is trying to access your account.

How do I sign up for the new security system?

There is no need to sign up for the service-it is already protecting you! You simply need to provide the information that is requested when prompted. 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.

How much will it cost?

There is absolutely no cost associated with the new security system.

When will I be asked for more information?

You will only be prompted to enter more information when a particular activity or transaction appears to be unusual or uncharacteristic of your typical behavior.

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 how and where you normally bank online. If the requested action does not appear to be something you would normally do, we will ask you for more information to verify your identity.

How are you able to detect unusual or uncharacteristic behavior?

The security system takes into account factors such as the type of transactions you ordinarily perform, the PCs you usually 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 a given activity and transaction within your account appears valid.

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 rare occurrence.

How do I know it is working?

You only need to complete the setup process once; afterwards the new security system will work automatically. You are protected every moment, from signing into your account to logging out. Occasionally, you will see this symbol to remind you that you are being protected:


This symbol reminds you that you’re secure, and that we’re just making sure we know who you are.


How will my phone numbers be used?

If any unusual or uncharacteristic behavior is detected, 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 will appear 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 and 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 when you are 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. This will ensure you can continue your online banking session without any inconvenience.

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 cannot be contacted at any of the phone numbers listed?

If you cannot be contacted at any of the phone numbers, please contact customer service.

Is my personal information still safe?

Yes. In fact, your personal information is safer than ever before because we are verifying your identity and restricting unauthorized users from accessing your information.

I have already set up my contact numbers. Why am I being asked for them again?

Occasionally, we will prompt you for phone numbers to ensure 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 fraudulent user would have to answer your security questions correctly or answer a call at one of the numbers you provided before being able to access your account or complete a fraudulent transaction. If the user is unable to provide this information or be reached by phone, the activity is blocked. This added layer of security helps us protect your online account at all times.

I check my account very often. Wouldn’t I know if something unusual showed up on my account?

We are glad you check your account! It is always a good idea to regularly monitor your account for any unusual activity (such as withdrawals you didn’t make). This security service helps prevent those incidents from ever occurring, so when you check your account everything is exactly as it should be.

I already have anti-virus security and a personal firewall. Why do I need this?

It is a good idea to have anti-virus security and a personal firewall. 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 name and password. It works with your other personal security programs, but it does not replace them.