Q.
What is the new Internet Banker security feature, enhanced online customer authentication?
A. The system will monitor your accounts online for any unusual or uncharacteristic
activity, such as an attempt to log in from a distant location or a request for
an unusually large transaction. If something out of the ordinary is detected, Internet
Banker will verify your identity.
Q. How does the enhanced online customer authentication work?
A. In the event of any unusual activity, the system will ask pre-established security
questions to ensure that the person making the request is really you. Most of the
time during your online banking, you won’t even notice this security feature is
there, but it will still be protecting you.
Q. What do I need
to do to set it up?
A. During one of your online banking sessions, Internet Banker will prompt you to
choose and answer several questions, providing answers only you would know. That’s
all you need to do. The system will then be ready to ask these questions if it detects
any unusual activity on your account in the future.
Q. Will I have to answer these questions each time I use Internet Banker?
A. No. It is usually rare that Internet Banker needs to pose these questions to
verify the identity of a person logging on or requesting a transaction. The questions
will be posed if there is a variation in your particular pattern of use. For example,
if you usually log in from your home computer in Maryland, and then you go on vacation
and log in from a computer in Hawaii, the system may pose the questions to verify
your identity and complete the log-in.
I already have anti-virus
and a personal firewall and run spyware detection software. Why do I need this new
security feature?
A. We are glad to hear you use anti-virus, a personal firewall and spyware detection.
Be sure that you keep these software programs up-to-date for the best possible protection
against viruses, Trojans and hackers. This new Internet Banker security feature
protects against other kinds of threats such as stolen user name and password. It
works with your other personal security programs, but it does not replace them.
Q. What kind of browser
do I need to have to use Internet Banker?
A. Internet Banker supports Netscape or Microsoft Internet Explorer (current plus
two previous versions of these browsers may be used).. AOL and other browser users
need to verify that your version supports SSL encryption. For added security, we
require that your browser support 128-bit encryption. You can verify your browser
encryption level by going to the Internet Banker log-on page and selecting the "Test
Browser" tab. You may download the latest browser version from the "Test Browser"
tab if you have an earlier browser version of Netscape or Internet Explorer.
Q. Must I have "Cookies" enabled to use Internet Banker?
A. Yes, for security reasons your browser must accept "Cookies" to utilize this
service. Each browser version handles "Cookies" uniquely. Please check with your
browser software manufacturer to determine how to verify that your settings will
accept "Cookies."
Q. How do I know if my browser utilizes 128-bit encryption?
A. You can verify your browser encryption level by going to the Internet Banker
log-on page and selecting the "Test Browser" tab. You can also check your browser
software. For Internet Explorer, click on Help, then select About Internet Explorer.
For Netscape, click on the Security option from your toolbar, then select Open Page
Information.
Q. What
happens if I don't log off of the system?
A. Internet Banker has a 10 minute time-out feature. If you are logged in for 10
consecutive minutes without using Internet Banker, the system will alert you that
a time out is going to occur and allow you to choose to continue your session.
Q. What happens if I forget my Internet Banker password?
A. You are allowed 3 attempts to enter your password. If unsuccessful after the
3rd attempt, you will be locked out of Internet Banker. Immediate access may be
regained by using the password self-reset option or calling our Customer Service
Center at
800.311.3182
.
Q. How late
in the day can I make transfers?
A. Transfers can be made at any time. However, please note the transfer cut-off
time is 8 p.m. during regular banking days, which excludes weekends and holidays
(A list of our observed holidays is available by contacting us). Any transfer made
after 8 p.m. will be processed on the next business day and post on the first business
day following processing.
Q. When viewing
my current transactions, why do I see electronic transactions and Internet Banker
transfers duplicated?
A. End-of-day processing is required for your transactions to be updated. During
the processing there is a small window of time when memo posted items may appear
twice. If this occurs, please logout and log back in a short time later to view
your posted transactions list.
Q. How much does
Internet Banker cost?
A. There is no charge for Internet Banker services, however, there may be fees if
you utilize our Cash Management service.
Q. How do I add or
delete accounts to my existing Internet Banker relationship?
A. Log into Internet Banker and send your request to us via the Message Center to
add or delete accounts. You may also complete a
Maintenance Request Form or contact us at
800.311.3182
or
Email Us to request a Maintenance Form.
Q.
How do I add the optional Bill Payment service if I did not select it when I applied
for Internet Banker?
A. Complete a
Maintenance Request Form or contact us at
800.311.3182
or
Email Us to request a Maintenance Form.
Q. Can I set up email Alerts for my transactions using Internet Banker?
A. Yes, email Alerts are an option and provide you with a convenient way to alert you to various activities
occurring on your accounts. Simply click on the ‘Change Settings’ menu option to establish these Alerts.
Note: Insufficient Funds Alerts are sent the business day after the item(s) have posted to your account.
If you wish to be alerted in advance to a low balance situation, we advise you to use the "Balance Alerts"
feature that will Alert you more quickly to a low balance account status.
Q. Is Internet Banking safe?
A. Not only is Internet Banker one of the most convenient ways to access your accounts,
it's also safe. We adhere to stringent industry standards regarding online security
and employ encrypted technology to keep your information secure. All sensitive information
requires passwords that only you know. To further enhance security, log-in sessions
have a time-out limit. If you are logged in for 10 consecutive minutes without using
Internet Banker, you will have to log-in again to resume banking. Also, password
guessing is deterred and reported. We recommend you change your Internet Banker
password every 90 days. Our system also monitors customers’ accounts online for
any uncharacteristic activity, such as an attempt to log in from a distant location
or a request for an unusually large transaction. If something out of the ordinary
is detected, the system will ask pre-established security questions to verify that
the person making the request is actually the customer. Internet security is not
a one time task. We are constantly developing and implementing security enhancements
to ensure the integrity of our Internet Banking system.
Q. What if I still
have questions?
A. We want to make your Internet Banker experience as easy and convenient as possible.
If you have a problem or question, please contact any Susquehanna Bank office or
call our Customer Service Center at
800.311.3182
or
Email Us. The Customer Service Center is open Monday through Friday 8 a.m.
to 8 p.m., Saturday 8 a.m. to 4 p.m. EST.
Internet Banker product licensed by Jack Henry & Associates, Inc.
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