Question #1
What should I do to maintain the security of my personal and financial
information?
Answer:
At Co-op Services Credit Union, we understand that security is one of our
primary responsibilities. With this in mind, we have taken the necessary steps
to provide our members with state-of-the-art security for their CSCU Direct
Internet Banking transactions. Our infrastructure, coupled with the security
features built into your browser and operating system, can provide you with
a secure environment -- but only if you do your part. To help maintain the
security of your accounts, follow these guidelines:
Maintain the security of your Sign-On ID and password.
Protect your computer from malicious programs and intruders by running an
anti-virus utility and maintaining a firewall.
Make sure you have applied the latest security patches to your web browser
and operating system, especially if you use Internet Explorer and Windows.
If you use Internet Explorer, consider using an alternative web browser, such
as Netscape.
Protect yourself from e-mail fraud.
For more detailed instructions on each of these guidelines, refer to our Security
Information.
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Question #2
What hardware, software, and services do I need for CSCU Direct Internet
Banking?
Answer:
In order to provide you with the maximum level of security, we require
that you use a browser that supports 128-bit encryption. Browsers that fulfill
this requirement include: Microsoft Internet Explorer - Version 5.0 or higher.
Note that not all Version 5.x browsers come with support for 128-bit encryption.
You may need to upgrade your browser to this level of encryption.
Netscape Navigator - Version 4.08 or higher, except for Navigator 6 (Navigator
6 is not compatible with the CSCU Direct Internet Banking service). Note that
not all versions of Netscape come with support for 128-bit encryption. You
may need to upgrade your browser to this level of encryption.
AOL - Version 4.0 or higher. Note that not all versions of AOL come with support
for 128-bit encryption. You may need to upgrade your browser to this level
of encryption. Upgrades for 128-bit encryption are available directly from
Microsoft, Netscape and AOL via their respective web sites.
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Question #3
What is 128-bit encryption, and why do I need it?
Answer:
Encryption is the process of encoding a message so that only the sender
and the recipient can tell what the message really says. A simple way to encrypt
this sentence, for example, would be to substitute a number for each letter,
according to the position of that letter in the alphabet: 1 for "a",
2 for "b", and so on. As you can imagine, this method of encryption
could be easily decoded.
The Co-op Services Credit Union uses a combination of security technologies
to protect its members, their transactions, and the credit union itself. Each
customer is given a unique Sign-On ID and password that they must use in order
to enter the CSCU Direct Internet Banking service. You, the customer, play
a key role in maintaining security by ensuring that your Sign-On ID and password
remain confidential at all times.
A Verisign™ Digital Certificate and your browser's Secure Socket Layer
(SSL) ensure 128-bit encryption of your banking transactions. Firewalls at
each point of entry prevent intrusion into the CSCU Direct Internet Banking
service.
The 128-bit encryption enforced by our Verisign™ Digital Certificate
is the highest level of encryption currently available for public use in the
United States. To guarantee that you get this level of protection, we require
that you use a browser that supports 128-bit encryption with our CSCU Direct
Internet Banking service.
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Question #4
How can I tell if my browser supports 128-bit encryption?
Answer:
If you are using Microsoft Internet Explorer, do the following:
- Pull down your browser's Help menu and select About Internet
Explorer. A pop-up window will appear with information about Internet
Explorer.
- In that window, look for a line that begins with the words "Cipher
Strength". If the cipher strength is any less than 128-bit, then
you must upgrade your browser in order to use CSCU Direct Internet Banking.
You can go directly to Microsoft's web site and obtain the upgrade by
clicking on the words "Upgrade Information" that appear in parentheses
next to the cipher strength.
If you are using Netscape Navigator, do the following:
- Pull down your browser's Help menu and select About Navigator.
A page will appear with information about Netscape Navigator.
- In the left-hand column, look for a line that states "Contains
encryption software from RSA Data Security, Inc. Copyright © 1994 RSA
Data Security, Inc. All Rights Reserved. " Below that line, in bold
you should find the following text: "This version supports U.S. security
with RSA Public Key Cryptography, MD2, MD5, RC2-CBC, RC4, DES-CBC, DES-EDE3-CBC
. " If you find this exact text, then your browser supports 128-bit
encryption. If this line of text begins: "This version supports international
security...", then your browser does not support 128-bit encryption,
and you will need to upgrade your version of Navigator. You can get an
upgrade from the Netscape web site. (Note: Do not attempt to use Netscape
Navigator Version 6; it is not compatible with the CSCU Direct Internet
Banking service.)
If you are using AOL, you will know that your browser does not support 128-bit
encryption if you receive a 403 error when you try to use CSCU Direct Internet
Banking. If you receive this error, go to Keyword: 128 browser. Follow the
instructions for downloading and installing a browser that supports 128-bit
encryption. How can I tell if my browser supports 128-bit encryption?
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Question #5
Is CSCU Direct Internet Banking just for personal accounts, or can businesses
also use CSCU Direct Internet Banking?
Answer:
CSCU Direct Internet Banking is for anyone: individuals and businesses.
Note that due to banking regulations, you cannot create a single enrollment
that includes both business accounts -- for which tax is reported under a
Tax ID Number (TIN) -- and personal accounts -- for which tax is reported
under your Social Security Number (SSN).
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Question #6
How do I get a Sign-On ID and password for CSCU Direct Internet Banking?
Answer:
In order get a Sign-On ID and password for CSCU Direct Internet Banking,
you need to enroll your account(s) using our online enrollment page. To enroll,
click on the Enroll Online Tab in CSCU Direct
Fill out the enrollment form and submit it.
If the information you entered can be immediately validated you will be able
to Sign-on to CSCU Direct immediately. If the information cannot be validated,
please contact a CSCU member service representative and we will then set up
your account(s) for CSCU Direct Internet Banking. We will send you your Sign-On
ID and temporary password. When you sign in for the first time, the CSCU Direct
Internet Banking service will require that you change your password.
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Question #7
How long does the enrollment process take?
Answer:
If the information you entered on the enrollment page is validated, you
will have immediate access. If you need to enroll with a Member Service Representative,
we typically send out your Sign-On ID and password no later than the next
business day.
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Question #8
Can I choose my own Sign-On ID and password?
Answer:
You can choose your own Sign-On ID and password when you enroll for CSCU
direct. If a member service representative set-up up your account, you can
choose your sign-on ID, but we will assign a temporary password. When you
log in for the first time, the CSCU Direct Internet Banking service will require
that you change your password. This means that everyone who uses CSCU Direct
Internet Banking gets to choose their own password.
Passwords can contain letters and numbers, and must be between eight (8) and
fifteen (15) characters long. Passwords are not case sensitive, so a password
of "abc12zyx" is the same as "ABC123ZYX".
The CSCU Direct Internet Banking service will require that you change your
password every 90 days.
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Question #9
What do I do if I forget my password?
Answer:
If you know your Sign-On ID, but you forget your password for your personal
accounts, you must call Co-op Services Credit Union Online Support at XXX-XXX_XXXX.
CSCU Direct Internet Banking Support can be reached Monday through Friday
from 8:30AM to 5:00PM. You must know your Sign-On ID in order for us to reset
your password (if you have forgotten or lost your Sign-On ID, please refer
to the next question). Please note that banking regulations do not allow us
to send you a Sign-On ID or password via email, because email is not sufficiently
secure for transmitting this information.
If you forget your password for your business accounts, you must call the
System Administrator for our company. This is an individual within your company
who was enrolled as the System Administrator.
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Question #10
What do I do if I cannot find my Sign-On ID and password?
Answer:
If you forget your Sign-On ID for your personal accounts, or you forget
both your Sign-On ID and your password, you have two options: First, you can
visit one of our branches and speak to a Member Service Representative. The
Member Service Rep can assist you with this problem. If you will be visiting
a branch office over the weekend, please call us at 800-321_8570 during normal
business hours (Monday through Friday, 9:30AM to 5:00PM) so that we can forward
the information you need to the branch you will be visiting. When you call,
please ask to be connected to the Internet Banking department.
Second, you can re-enroll for CSCU Direct using our online enrollment form.
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Question #11
What functions are available online for my accounts?
Answer:
When you enroll your accounts for CSCU Direct Internet Banking, you will be
given the following functions, based on the type of account:
| Account type |
Online functions |
| Checking |
Bill payment (optional), inquiry,
transfer, stop payment |
| Money Market |
Inquiry, transfer, stop payment |
| Home Equity Line of Credit |
Inquiry, transfer, stop payment |
| Statement Savings |
Inquiry, transfer (in and out) |
| Passbook Savings |
Inquiry, transfer (in only) |
| Consumer Loan |
Inquiry, loan payment |
| Commercial Loan |
Inquiry, loan payment |
| Mortgage Loan |
Inquiry, loan payment |
| Time Deposit (CD) |
Inquiry only |
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Question #12
I have both business accounts and personal accounts; can I transfer between
them?
Answer:
If your business has its own tax ID number, (TIN), then you cannot transfer
between your business and personal accounts. Banking regulations prevent the
Bank from allowing this type of transaction -- and your accountant would probably
also frown on this type of transaction, even if we allowed it. You can, however,
use online bill payment to solve this problem. As a person, you can pay your
business; and your business can pay you as a person
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Question #13
Can other people access my financial information?
Answer:
We give you a Sign-On ID and password so that only you have access to your
accounts through CSCU Direct Internet Banking. All banking information is
kept that is transferred to your computer is done so over a secure connection.
Keep in mind, however, that you yourself have a critical role in maintaining
the privacy and security of your account. To help ensure the security of
your financial information, follow these rules:
- Do not give your Sign-On ID and password to anyone. If two or more people
share a Sign-On ID and password, The Co-op Services Credit Union has no
way to tell which of those people actually performed a given transaction.
You are responsible for any transaction performed using your Sign-On ID
and password.
- Do not leave your Sign-On ID and password out in the open where anyone
passing by can see it.
- Do not leave your computer unattended while you are logged in to CSCU
Direct Internet Banking. If you leave your computer unattended while you
are signed on, anyone passing by could use your computer to perform any
of the transactions that you are authorized to perform.
- Always sign off at the end of an CSCU Direct Internet Banking session.
This will terminate your session, which will prevent someone from using
your browser's Back button to return to a session that has not yet timed
out.
In general, all of these are common-sense rules. Use good judgment to
ensure that your financial information remains secure. The Co-op Services
Credit Union is not responsible for nonpublic personal information or financial
information that becomes public because you did not maintain the security
of your Sign-On ID and password. The Co-op Services Credit Union is also
not responsible for financial loss that occurs because you did not maintain
the security of your Sign-On ID and password.
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Question #14
How do I log in to CSCU Direct Internet Banking?
Answer:
To log in to CSCU Direct Internet Banking, do the following:
- Click on the grey button labeled Login. This will take you to
the opening page of the CSCU Direct Internet Banking service; this page
is entitled Welcome to CSCU Direct Internet Banking.
- Enter your Sign-On ID in the box next to the label Sign-On ID.
- Press the tab key to move to the password field.
- Enter your password in the box next to the label Password.
- Click on the blue and white button that says Sign On.
- Wait until the CSCU Direct Internet Banking service displays your account
list.
If you have a problem logging in, refer to our Troubleshooting section.
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Question #15
Why is it so important for me to sign off from CSCU Direct Internet Banking?
Answer:
It is very important that you end each CSCU Direct Internet Banking session
by signing off. To sign off, click on the Sign Off link on the left side of
any CSCU Direct Internet Banking page. This will end your CSCU Direct Internet
Banking session.
Why is this so important? Because of the way the Web works, signing off
is the only way the CSCU Direct Internet Banking service knows that you
have ended your session. If you leave CSCU Direct Internet Banking without
signing off -- by going directly to another web site, for example -- the
CSCU Direct Internet Banking service keeps your session alive for up to
20 minutes while it waits to see if there is something more you want to
do. This is not good for two reasons: First, it is a security risk; if you
leave your PC unattended during this time, someone could use your browser's
Back button to return to your active session. Second, if you try to sign
on again before the CSCU Direct Internet Banking service has timed out your
session, you will receive an error message.
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Question #16
Is CSCU Direct Internet Banking available all the time?
Answer:
CSCU Direct Internet Banking is generally available for 22 hours a day,
seven days a week, 365 days a year. We perform system backups and maintenance
between the hours of 2:00AM and 4:00AM each day. We occasionally have other
scheduled maintenance periods; we will notify you of scheduled maintenance.
During backups and maintenance, the CSCU Direct Internet Banking service is
not available. The service may also be unavailable due to unscheduled maintenance
or other technical problems, but we try our best to make these interruptions
as infrequent as possible.
For a complete description of hours of operation and system availability,
refer to the Online Agreement for Personal Accounts (for personal CSCU Direct
Internet Banking) or the Online Agreement for Non-Personal Accounts (for
business CSCU Direct Internet Banking).
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Question #17
Can I use my browser's Back and Forward buttons to go from one CSCU Direct
Internet Banking page to another
Answer:
In general, you should never use your browser's Back or Forward buttons
to go from one CSCU Direct Internet Banking page to another. If you are doing
a transaction -- such as paying a bill, or transferring money -- use the buttons
at the bottom of the page to either complete the transaction or cancel it.
Use the buttons at the top of a page to perform a function related to that
page, such as Add Payee or List Payees. If you are viewing information and
want to go to another page, use the links on the left-hand side of each page.
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Question #18
What account information can I see online?
Answer:
Application Name shows you a list of your accounts, summary information
about each account, a transaction register, lists of pending bill payments
and transfers, and lists of your payees. Initially, Application Name will
display up to 90 days of history for your accounts. As you use Application
Name, your transaction history will accumulate. Application Name stores over
a year of transaction history by the time you have been using it for ten months.
CSCU Direct Internet Banking reports allow you to see summary and detail
information about your accounts. You can assign transactions to categories
that you define, and then report on transactions using those categories.
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Question #19
Do I have any control over the account detail that is displayed?
Answer:
The Options link on the left-hand side of each CSCU Direct Internet Banking
page allows you to set the number of lines displayed on each page of your
Register, the default Register sort order, the Register background color,
and whether to display each Register entry in 2-line format.
The Transaction Detail report allows you to select transactions by Account,
Date Range, Category, or Preset Date Range. This report also allows you
to specify the sort order for transactions.