This new security measure is required to comply with a federal mandate to enhance the security of member account information from outside intrusion using multi-factor authentication. All financial institutions and other entities that offer a home banking website where account information is available were required to do this by December 31st. If you have accessed other home banking sites, you have probably noticed changes in their sign-in processes as well.
Each website may have various methods that they have employed to enhance the security. For our eBranch, our data processor provided a couple of solutions to comply with this new requirement. This was the best solution our members and for us to administer and implement with minimal increase in cost to the credit union and in turn to our members, while also providing the additional security for member accounts to comply with the mandate. Other solutions would have been more even more difficult for members and would have increased the frustration level even more.
We know it’s frustrating when there is a change to procedures, but this change was required to protect your account and other members’ accounts from outside intrusion.
Here are a couple of things to keep in mind when answering your challenge questions.
1) The answers are case sensitive – if you capitalize something when you initially answer the question, you will need to enter it exactly the same way when you are prompted with the question later.
2) You are asked four questions initially, but you only have to answer one of them each time you sign in and the questions alternate each time you sign in.
3) Until you get used to the new process, write your answers down and keep them in a safe place. Once you get familiar with the routine and can remember your answers, destroy the list of answers.
4) Once you are into the system, you can change your answers by clicking on “Change Security”. You can change your PIN and the answers to your five questions.
We are sorry for the difficulties that you have experienced with this new sign in process; however it was required to protect your account information.
