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Saturday, May 17, 2008 |
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Multi-Factor Authentication
General Information
Q. Why is Multi-Factor Authentication being required?
A. Assisting our customers by maintaining the security of their account information online has always been a primary focus for American Bank. It is for this reason that we have introduced a security enhancement on our web site to further protect your identity and confidential information. This enhancement, commonly referred to as Multi-Factor Authentication, was developed in response to the guidance released by those government agencies responsible for examining financial institutions, including the Federal Deposit Insurance Corporation, The Board of Governors of the Federal Reserve Bank, the National Credit Union Administration, the Office of the Comptroller of the Currency and the Office of Thrift Supervision. This guidance requires banks offering Internet-based products and services to their customers to use multiple methods to authenticate the identity of customers using those services.
Q. What Multi-Factor Authentication options are available?
A. Upon signing on to view your accounts through pcbanker, you will be presented with the two Multi-Factor Authentication options that are available. You will be given a choice to select either the pcbanker SecurID token or the Challenge Questions option as your preferred method of Multi-Factor Authentication. A brief overview of each of these options can be found below.
Q. Will Multi-Factor Authentication have to be used with ATM cards as well?
A. No, Multi-Factor Authentication will only have to be utilized to access your accounts online using pcbanker.
Q. How will Multi-Factor Authentication affect account aggregation services?
A. With the implementation of Multi-Factor Authentication, you may be unable to utilize account aggregation services.
Q. How do I select a Multi-Factor Authentication method?
A. Upon successfully signing on with your Sign-on ID and Password, you will be prompted to select a preferred method of Multi-Factor Authentication. You will be unable to access your accounts through pcbanker until you select a method of Multi-Factor Authentication.
About pcbanker SecurID Tokens
Q. What is a pcbanker SecurID Token?
A. A pcbanker SecurID Token is a form of multi-factor authentication. Multi-factor authentication is comprised of two components: something you have and something you know. The “something you know” component consists of the traditional Sign-On ID and Password you receive from us and use every time you sign on to your accounts using pcbanker. In our implementation of multi-factor authentication, the “something you have” component is provided by the pcbanker SecurID Token. Each pcbanker SecurID Token displays a string of randomly generated, unique digits on a small screen that changes every 60 seconds. By entering this number during the sign-on process, you prove that you are in possession of the device. During the sign-on process, the number you entered is verified as the number that should be displayed on your device at that time. If the numbers match and your password is correct, you are authenticated and granted access to your accounts.
Q. What does the pcbanker SecurID Token look like?
A. Below is an example of what the pcbanker SecurID Token looks like. This picture has been enlarged to illustrate the features of the pcbanker SecurID Token but it is portable and small enough so you can carry it on your key chain and it will be with you whenever you need to access your accounts using pcbanker. In addition, since the pcbanker SecurID Token does not need to connect to a computer, you can use the pcbanker SecurID Token with any operating system and no additional hardware or software is necessary.
Q. Does the pcbanker SecurID Token need a battery?
A. Yes, the token does need a battery but the batteries within the tokens are guaranteed for three years.
Q. I already use a SecurID Token for another purpose. Can I use the same one to access my American Bank accounts?
A. No, in order to sign-on to pcbanker, you must obtain a SecurID Token directly from American Bank. SecurID Tokens issued from other organizations will not allow you to sign on to pcbanker.
Q. How many pcbanker SecurID Tokens will I receive?
A. For personal accounts, you will be eligible to utilize one pcbanker SecurID Token free of charge per Sign-On ID.
Q. Must I sign on to the same computer using my pcbanker SecurID Token every time I want to access pcbanker?
A. No, as long you know your Sign-on ID and Password and have your pcbanker SecurID Token with you when you attempt to access your account online, you have all of the components necessary to successfully sign-on to pcbanker.
Q. Will I be able to use the same pcbanker SecurID Token for both personal and business accounts?
A. Only a Business Account Administrator will be able to use the same pcbanker SecurID Token to access both their personal and business accounts through pcbanker.
Q. Will a pcbanker SecurID Token be issued for each person on an account?
A. Yes, if each person on an account has a separate Sign-On ID, they will receive their own pcbanker SecurID Token. A pcbanker SecurID Token is associated with a Sign-On ID and will only be issued at the request of the owner of that ID.
Q. If I elect to utilize a pcbanker SecurID Token, will I still be required to periodically change my pcbanker password?
A. No, as a Token user, you will not be required to periodically change your pcbanker password.
About Challenge Questions
Q. What are Challenge Questions?
A. Upon signing on to pcbanker and selecting the Challenge Questions option, a list of pre-chosen Challenge Questions will be displayed. You will be required to choose a minimum of five (5) questions for which you must provide the correct answer. Once you have successfully set-up your questions, one or more randomly selected Challenge Questions will displayed each time you sign-on to pcbanker. If you answer the question successfully, you will be granted access to your accounts and will no longer have to answer the Challenge Phrase to enter certain areas of our site which can contain sensitive account information including ACH Direct, e-Statements, online bill payment and check images. However, if you are unable to answer a question within three attempts, for security purposes, you will be locked out of your account online and will need to contact Customer Service in order to have the answer re-set. It is important to note that if you elect to use a pcbanker SecurID token, you will not be required to set-up the enhanced Challenge Phrase and vice versa.
Q. What happens if I don’t remember the answer to a Challenge Question?
A. For security purposes, after a certain number of attempts, you will be denied access and instructed to contact Customer Service at 888-366-6622. Customer Service will require that you provide your full Account Number and ask you a series of questions to authenticate you. Upon authentication, your Challenge Question will be reset. Customer Service personnel DO NOT have access to the answers to your Challenge Questions.
Q. How can I change my Challenge Questions and/or Answers?
A. To change an answer to a Challenge Question or remove a Challenge Question, you must delete that question. This change can be made after you have met the sign-on requirements by choosing ‘Options’, and then ‘Challenge Questions’. In order to make a change, you will be required to enter your current pcbanker password. Upon successfully entering your pcbanker password, a list of your existing questions will be displayed. You may remove one or more questions from your list. Upon your very next successful sign-on to pcbanker, if you have fewer than the minimum of five (5) questions answered, you will be required to answer additional questions until you have at least five answered.
Q. Can I add additional Challenge Questions?
A. For additional security, you can choose to answer additional Challenge Questions in excess of the required minimum of five (5). You can add additional Challenge Questions after you have met the sign-on requirements by choosing ‘Options’, and then ‘Challenge Questions’. In order to make a change, you will be required to enter your current pcbanker password. Upon successfully entering your pcbanker password, a list of your existing questions will be displayed.
Enrollment & Access
Q. I currently use Challenge Questions and would like to sign-up to use a pcbanker SecurID Token instead. How do I enroll?
A. In order to use a pcbanker SecurID Token, you must complete and submit a short enrollment form available when you sign-on to view your accounts through pcbanker and by choosing ‘Other Services’, then ‘Authentication Method’. Once you have submitted your form to us, we will process your request and send to you via U.S. mail your pcbanker SecurID Token and step-by-step instructions for using your pcbanker SecurID Token. It’s that easy! Upon receiving and activating your pcbanker SecurID token, you will no longer be prompted to answer Challenge Questions.
Q. Do I have to use my selected method of Multi-Factor Authentication every time I want to sign on to pcbanker?
A. Yes, you will be required to use either the pcbanker SecurID Token or answer the Challenge Questions every time you sign on to your accounts at pcbanker.
Q. I've enrolled and received my pcbanker SecurID Token. How do I sign-on using the pcbanker SecurID Token?
A. The pcbanker SecurID Token is easy to use and will become a part of the existing sign-on process. Once you have been set-up, you will sign-on using your existing Sign-On ID and Password. You will then enter the number being displayed on your token immediately at the end of your Password in the Password field. For example, if your password is “pizza”, and your token currently displays “123456”, then you will enter “pizza123456” in the Password field and click on the "Sign-On" button.
Q. Since I use Multi-Factor Authentication, will I have to continue to answer the challenge phrase to access services such e-Statements, check images and online bill payment?
A. As part of our commitment to making your online banking experience easy and convenient, the challenge phrase required to access e-Statements, check images and online bill payment has been eliminated with the implementation of Multi-Factor Authentication.
Canceling or Replacing A Multi-Factor Authentication Method
Q. What do I do if the pcbanker SecurID Token's battery fails or a malfunction occurs?
A. If the battery fails or the pcbanker SecurID Token malfunctions before the three year warranty has expired, a replacement pcbanker SecurID Token will be provided to you free of charge. In order to replace your token, you may contact Customer Service at (888) 366-6622 or visit us in person. A replacement pcbanker SecurID Token will be provided by overnight delivery when available, or if requesting in person, the pcbanker SecurID will be provided to you at that time. However, you must return your existing pcbanker SecurID Token to us via U.S. mail or in person within 30 days or you will be assessed a fee. Please refer to the Bank’s Fee Schedule for applicable fees.
Q. What do I do if my pcbanker SecurID Token is lost, damaged or stolen?
A. If your pcbanker SecurID Token is lost, damaged or stolen, a new pcbanker SecurID Token will be issued at your request and a fee will be assessed. In order to replace your token, you may contact Customer Service at (888) 366-6622 or visit us in person. We will issue a replacement pcbanker SecurID token to you via overnight delivery when available, or if requesting in person, the pcbanker SecurID will be provided to you at that time. Please refer to the Bank’s Fee Schedule for applicable fees.
Q. How long will it take for me to receive a replacement pcbanker SecurID Token?
A. If you contact Customer Service at (888) 366-6622 and your request is received prior to 2:00 p.m. ET, you will receive a replacement pcbanker SecurID Token within 24 hours when overnight delivery is available. If you visit us in person, your replacement will be available immediately.
Q. Can the feature be disabled if I no longer want to use a pcbanker SecurID Token?
A. Yes, you may cancel this service at any time by accessing your account online, choosing ‘Other Services’ and ‘Cancel Token’. You may also cancel this service by requesting in writing that your pcbanker SecurID Token be canceled. However, you will be required to return your pcbanker SecurID Token to us via U.S. mail. If the pcbanker SecurID Token is not returned to us, you will be charged a fee. Please refer to our Fee Schedule for applicable fees. In addition, upon your next successful sign-on, you will be required to select a method of Multi-Factor Authentication.
Q. How do I discontinue Challenge Questions and enroll for a pcbanker SecurID Token?
A. Once you’ve applied for, received and activated your pcbanker SecurID Token, you will no longer be prompted to answer Challenge Questions. See the section about Enrollment and Access for instructions on how to enroll for a pcbanker SecurID Token.
Q. What do I do with the pcbanker SecurID Token if I close my account?
A. If you close your American Bank account, you will be required to return your pcbanker SecurID Token to us via U.S. mail or by coming to American Bank to return it. If the pcbanker SecurID Token is not returned to us, you will be charged a fee. Please refer to our Fee Schedule for applicable fees.
Fees & Additional Charges
Q. Will there be a charge for the pcbanker SecurID Token?
A. For consumers and business administrators, there will be no charge for the initial token. Please refer to our Fee Schedule for any other applicable fees.
Q. Will there be a charge if I elect to use the Challenge Questions?
A. There will be no charge for if you elect to utilize the Challenge Questions.
Q. How much will I be charged for a replacement pcbanker SecurID Token if my existing pcbanker SecurID Token is lost, damaged or stolen?
A. There is a fee for your pcbanker SecurID Token if it is lost, damaged or stolen. We encourage you to refer to the Fee Schedule for the applicable fees.
Other Questions
Q. What if I have another question about Multi-Factor Authentication?
A. You may e-mail us at service@pcbanker.com, call us at (888) 366-6622, visit us in person, or if you are an online banking customer, send us a secure message after signing on to view your accounts.
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| This page was retrieved at 12:57:30 PM on May 17, 2008 |
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