e-Branch FAQs

e-Branch FAQs

General Features
1. What is e-Branch®?
e-Branch® is a convenient and secure way to access your account 24 hours a day, 7 days a week, through the Internet.

2. What transaction services are available?
You can perform the following transactions

Check credit union account balances

Transfer money within your accounts

Transfer money to joint members accounts

Transfer CU VISA payments

Order a check withdrawal to be mailed to your home

Print a history of your transactions

Download and import history to Excel

Find dividend earned and interest paid information

3. Why should I use e-Branch® and which accounts can I access?
e-Branch® will allow you to perform routine transactions every hour, every day, everywhere. You can access all your CSCEFCU sub-accounts with the exception of the Federal Stafford or Plus Student loans.

4. How much does e-Branch® cost?
e-Branch® is free!

5. How do I sign up? What paperwork is required? How do I login?
Current Users: To login, select the e-Branch® link graphic on our homepage.
New Users: Select Easy Access on the left column, then click on e-Branch® on the slide-out menu, then the ENROLL link. You will be asked to complete a short form on a secured site. Please be sure to verify the information before clicking the SUBMIT button - incorrect information may result in a delay in setting up your account. Please allow 24 business hours for verification of the information you provided. We will mail a Confirmation letter - you will then have approximately 20 days to activate the account. (If e-Branch® is not activated, your account will be blocked and you will have to submit another application.)

When you receive the Confirmation letter, return to our website at www.cscefcu.org and click on the e-Branch® link. Use your Credit Union account number as it appears on your statement (no sub-accounts such as S1 or S2, and drop leading zeros) and the PASSWORD that is in the Confirmation letter.

The first time you log on and use the Confirmation PASSWORD, a new screen will appear. You will be required to input a NEW PASSWORD of your choice, from 4 to 10 alpha/numeric characters, and yes, it can be the same as your Telephone Teller PIN. After you successfully personalize your PASSWORD, click back to the Member Sign On page, re-enter your Credit Union account number and your new PASSWORD.

That's all there is to it! You're ready to go. Please remember to keep your password and other PINs confidential. Credit union employees will never ask you for this information. If someone claiming to be a credit union employee asks for that information, refuse to provide it and report the incident to our office immediately at (800) CSC-EFCU (800-272-3328) or send us an e-mail at ca@cscefcu.org Ý(include just your name, area code and telephone number - do not send your account number).

6. Can I pay bills?Bill Payment is available in e-Branch®, for a small monthly fee. For a limited time, we are offering three free months when using your CSCEFCU checking account.

7. Is there a time limit as to how long I can be logged on to a session?
There is no time limit. Your e-Branch® session can be as long as you'd like. Please note that to safeguard your account, your e-Branch® session will terminate automatically after 15 minutes of inactivity.

8. How do I block my account from Internet access?
It is not necessary for you to contact us to block your account. All credit union accounts that have not been accessed are blocked. To use e-Branch®, you must go through an authentication process before your account can be accessed. If you wish to block your account after you have accessed e-Branch®, e-mail a "Block Account" request to ca@cscefcu.org. An acknowledgement letter will be mailed to your address of record.

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Account Transactions

9. Is the account transaction in real time?
Yes, if the transaction(s) is performed during the Credit Union's regular business hours. If you perform a transaction after hours, the transaction will occur and balances will reflect the activity, but the transaction history will not appear until the next Credit Union business day.

10. What are the Credit Union's regular business hours?
The Credit Union's regular business hours are weekdays, 8AM to 5PM, PST. We are closed weekends and major holidays.

11. Can I use e-Branch® to get a check mailed to a different address?
No. Check withdrawals are mailed only to the address of record. Address changes must be mailed to either Credit Union office.

12. Can I transfer funds to another members' accounts?
You can transfer funds only if you are a joint owner on another member's account. Select the TRANSFER button. Accounts that are owned jointly will appear on the menu. If you want to add or delete a joint owner, please contact the Credit Union at (800) CSC-EFCU (800-272-3328).

13. Can the joint owner on my account use e-Branch®?
Yes, joint owners can access the account in the same way that you do. Please note that there is only one password allowed per CSCEFCU account, so if you wish your joint account-holders to have E-BRANCH assess to your primary account, you must share the same PASSWORD.

14. Can I transfer a payment from my shares or share draft account to my credit union loan(s)?
Yes. Click TRANSFER. Select the account you wish to transfer "From", then select the account you wish to transfer "To". The transaction history will display immediately if the action occurred during the Credit Union's regular business hours. If the action occurs after business hours, the transaction history will appear during the next Credit Union business day.

15. Can I payoff my credit union loans?
Yes. The Payoff Amount will display on the Account Transaction History screen during the Credit Union's regular business hours. Select the TRANSFER button, the appropriate "From" and "To" account, then input the payoff amount.

16. Why didn't my loan payoff when I transferred the balance?
You might have transferred just the current balance rather than the payoff balance. The payoff amount will be greater than the current loan balance because the balance does not include interest due since the last payment.

17. Why does a paid-off loan still appear on my Member Accounts screen?
Closed accounts, or paid-off loans, may appear on the Account Summary / Member Account screen until they are purged from the Host system. Due to reporting requirements, we cannot purge them as soon as they are closed or paid so they might remain on the screen until the scheduled purge date. If they are paid-off, they will have a zero balance.

18. Can I view the current balance and transaction history on my VISA Credit Card?
Yes. Transactions are posted once a day during the Credit Union's regular business hours.

19. When I transfer a payment to VISA, when is the available balance accessible?
Funds are generally available within 24 hours if you transfer a payment during Credit Union's regular business hours.

20. Why doesn't the VISA available balance, plus the loan balance, total my credit limit?
The "available balance" added to the ëoutstanding loan balance' will total your credit limit unless there is an outstanding authorization that's not been processed yet by the merchant. A merchant will get an authorization, your credit limit will be reduced, but the actual transaction might not post to your account for 24 to 48 hours.

21. Why doesn't the history transaction appear immediately on the account screen?
If transfers and payments are made during regular Credit Union business hours, the transaction history updates immediately on the Account screen. If the transaction occurs after the Credit Union's regular business hours, the transaction will occur, but the history won't update until the next Credit Union business day.

22. When I transfer funds to my checking account, when are the available funds accessible at an ATM?
If you transfer funds to your checking account during regular Credit Union business hours, funds are generally available immediately.

23. Can I change my address in e-Branch®?
For security and authentication reasons, we do not accept address changes via e-mail or fax. Address changes are acceptable in writing only.

24. Can I print a copy of my account transactions?
Yes. The system may allow you to select prior months activity, but the data might have been purged on the host system. Select the Account Transaction button. You can print a copy: go to File on your top navigational buttons, then print to your printer. There is no fee to print a copy of your transactions in e-Branch®. If you do not have a printer assigned to your computer and need a copy of a statement, contact the credit union at (800) CSC-EFCU. There is a minimal fee for staff to mail a copy of your statement.

25. Can I change my payroll deductions or deposit allocations online?
Not at this time. Please contact our office, ca@cscefcu.org or (800) CSC-EFCU (800-272-3328) and let us know how you want your deposits distributed.

26. Can I apply for a loan in e-Branch®?
Yes! Simply click on LOANS, complete the form and submit. Our online loan application is secure and encrypted using the same SSL encryption that protects your e-Branch® transactions.

27. Can I open a checking, certificate or IRA account online?
Not at this time. Please send your name and address to ca@cscefcu.org or call toll free (800) CSC-EFCU (800-272-3328) and a representative will mail an application to you.

28. I've forgotten my password, what should I do?
Complete the Enrollment form again by clicking here. A new PASSWORD will be mailed to you.

29. How do I change my password?
Sign on to e-Branch®, select the MORE button. Click on CHANGE PASSWORD and follow the directions. To maintain the security of your account information we recommend that you regularly change your password. Don't underestimate password security. Passwords with common words are easy for hackers and fraudsters to figure out--even if you add a number. Don't use personal information, such as children's or pets' names, birthdays, your street address, or the last four digits of your Social Security number. The safest passwords combine letters, numbers, and other characters, such as dollar signs and exclamation points.Change your password at least every six months. Never write down passwords, and don't store them in your wallet or your calendar.

30. Is tax-related information available?
Yes. When you have signed on to e-Branch®, select the MORE button. Click on TAX INFO for current and prior year tax information..

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Technical/Computer Issues

31. What hardware and software is needed for E-BRANCH?
No special software is required however to access E-BRANCH, you need an Internet-capable computer with a high-speed (28.8 KBPS minimum) modem and browser software that supports SSL encryption. (Typically, Netscape 6.0 or higher, or Internet Explorer 5.0 or higher). You will also need an Internet access account through an Internet Service Provider (ISP) such as Netcom, Earthlink, AOL, etc.

32. Why is the on-screen response time slow?
Response time is controlled by your computer hardware and Internet Service Provider (ISP). Factors that influence the speed of Internet transmissions include modem processor speed and the amount of RAM available on your hardware.

33. Can I bookmark the login page?
For security reasons, you should not bookmark the login page.

34. Can I use my browser's BACK and RELOAD/REFRESH buttons?
For security reasons, these buttons do not function within the e-Branch® secure environment and should not be used. (note: this is a function of the Browser and is not unique to e-Branch®). You should use the buttons located across the top of each page for navigation throughout your E-BRANCH session.

35. Is E-BRANCH both PC and MAC compatible?
Yes! You can use either or both. You can login wherever you have access to your Internet account. You can use any browser that supports SSL encryption, typically, Netscape 4.0 or higher, and Internet Explorer, 4.0 or higher.

36. Who do I contact if I'm having trouble accessing the Internet?
Contact your Internet Service Provider's (ISP) Technical Support department.

37. Is there on-line help withe-Branch®?
Yes. Just click the HELP button that appears on each page. You will find extensive context-sensitive help available on each page in e-Branch®.

38. Who do I contact if I'm having trouble with e-Branch®?
First, click on the HELP button located in the upper right corner of your page. Answers to most operational questions can be found there. If you require additional assistance, please contact our office at (800) CSC-EFCU (800-272-3328), or send e-mail to ca@cscefcu.org. (Please note, this e-mail address is not encrypted and we do not recommend sending personal information such as an account number or account specifics when corresponding. Just give us a day area code and telephone number and someone will contact you during regular Credit Union business hours.)

39. How do I import a transaction history into financial management programs?
Go to ACCOUNTS. Select the account you want to down load with the VIEW MORE button. Click on the DOWNLOAD button and choose the file type and date range you wish to download. When you click DOWNLOAD, your browser may display the information directly on the browser instead of prompting you to Save/Open the file. This means that your browser is not setup to understand the "File/MIME Type" of the file you are trying to download. To resolve this issue, follow the steps provided on the DOWNLOAD screen. For more information on downloading and importing files, you should refer to the documentation that accompanied your financial management software..

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Encryption & User Safety

40. Is e-Branch® secure? Is it safe?
Yes! Effective July 9, 1999, access to your account via e-Branch® is blocked and your account will remain inaccessible until you complete our Enroll process. You do not need to contact us to block your account. Before you can access your account information, your request must be authenticated.

Information you submit to us via the Enrollment form is encrypted using SSL technology. This is a strong form of encryption available for commercial use over the World Wide Web and is currently the standard for financial institutions nationwide. This means that even if the information you submit on the Enrollment form is somehow intercepted by a third party on it's way to our server, it is scrambled and very difficult to decode. For additional information on SSL encryption, please visit Netscape's website.

We have also implemented state-of-the-art firewall technology and secure password requirements to reduce the risk of attack from outside. We have in place back-office operations procedures that are not published or discussed here.

Additionally, your account is protected by a password of your choosing. No one can access your account without knowing your PASSWORD, and you can change your PASSWORD as often as you like. Please remember, keep your password CONFIDENTIAL!
IMPORTANT NOTE: For the safety of your accounts, please review your statements and other written communications that you receive from the credit union - carefully and on a regular basis. If you feel that your account information has been compromised, contact our office immediately and we will block your account from online access.

Credit union employees will never ask you for this information. If someone claiming to be a credit union employee asks for that information, refuse to provide it and report the incident to our office immediately. Call (800) CSC-EFCU or send us an e-mail at ca@cscefcu.org (Please note, this e-mail address is not encrypted and we do not recommend sending personal information such as an account number or account specifics when corresponding. Just give us a day area code and telephone number and someone will contact you during regular Credit Union business hours.)

41. If I go out of e-Branch® for a short period, should I log off and close my browser?
Yes, select the GOODBYE button each time you leave for any period of time. This will help prevent an unauthorized user from transacting on your account.

42. Can I use a combination alpha/numeric password for e-Branch®?
Yes! You can personalize your password with 4 to 10 alpha/numeric characters. Don't underestimate password securityThe safest passwords combine letters, numbers, and other characters, such as dollar signs and exclamation points. Change your password at least every six months. Never write down passwords, and don't store them in your wallet or your calendar.

43. Why am I getting a message that I am locked out?
For security purposes, we lock out anyone who tries more than a few times to login with the incorrect account number and password. If you have forgotten your account number or password, please re-enroll or call (800) CSC-EFCU (800-272-3328) during the Credit Union's regular business hours.
. Passwords with common words are easy for hackers and fraudsters to figure out--even if you add a number. Don't use personal information, such as children's or pets' names, birthdays, your street address, or the last four digits of your Social Security number.Ý

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Multifactor Authentication (MFA)

44. What is Multi-Factor Authentication (MFA)?
MFA stands for Multi-Factor Authentication a new enhanced login security. It requires users to provide additional identifying information beyond a username and password to log in. By offering MFA to our members, we are offering peace of mind when using online banking. To learn more about MFA, click here.

45. Why did my login page change?
It is our commitment to our members that access to your financial information is appropriately secure. The change you are seeing on the login page is due to enhanced measures to secure your Internet banking site.

46. Why all this attention to the login process?
While the chances of identity theft or monetary loss are slim, there does exist active malicious entities on the Internet that look to fraudulently gain from unsuspecting individuals. One of the most popular methods of fraud is through impersonating individuals during the login process. It is our intention to make this process as difficult as possible for these fraudsters while keeping your experience as hassle-free as possible. The following details the changes made and what you can expect.

Summary: The login process is changing in three ways:

Login will become a multiple step process (detailed below) instead of one screen where you enter your Member Number and Password/PIN, you now enter your Member Number and the random Security Code that displays on the screen.

The first time you login, you will be asked to enter in five challenge questions and corresponding answers as well as a Security Image (more details below).

During subsequent logins, you may be asked to answer a challenge question and verify the Security Image that you select (details below).

47. What is the Security Code?
The Security Code is an extra security measure used to eliminate fraudsters from randomly selecting account numbers. It will display on the log in screen.

48. What is the Security Image?
The Security Image is used to help you identify eBranch as a legitimate site. The text word you select will be converted to an image. When you log into eBranch, you will see the Security Image with a watermark logo behind it.

49. Are certain words not permitted as part of my Security Image answer?
There are certain words used by hackers to wipe out data. Therefore, the following words are restricted: "select", "delete", "update", "insert", "drop" and "null".

50. What does the option "Register This Computer" mean?
If you choose to register your computer, you will not be prompted to answer one of the five Security questions you set up during enrollment. You will still have to enter your Member number, password/PIN and the random Security Image (text). You can register your computer after you have completed the initial enrollment. The system uses information about your hardware and software to recognize a registered computer. If you delete your cookies on your PC, you will have to re-register the computer.

51. What does the option "Do Not Register This Computer" mean?
If you are using a computer that is accessed by numerous users (library, bookstore, coffee shop, etc.) we recommend that you do not register your account on this public PC. We recommend you only register your personal computer at home or at work.

52. How can I change my Challenge Questions and/or Answers, Security Image or Register or Un-register a computer?
You can make changes to your Q&As, change your Security Image, or change your option to register or un-register a computer. Click on the MORE FEATURES button that displays once you are logged into eBranch, then MFA. A page will open which displays the five questions, your Security Image and the option to register or un-register your computer.

53. What if I forget my Password/PIN or my Challenge Question answers?
Please feel free to contact us during normal business hours (weekdays, from 8am to 5pm) and we can reset your session.

54. Will I still have access to all the same accounts online?
Yes. This process only affects how you login, not your accounts.

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