GENERAL INFORMATION

Why is InFirst Bank doing this?

From time to time all businesses need to upgrade their computer systems to take advantage of new technologies, continue to provide up-to-date services, and remain competitive. InFirst Bank continues to be a safe and sound banking institution and has chosen to make these upgrades to better serve you. We look forward to completing these upgrades on schedule to celebrate our 100th anniversary in 2022!

How will I benefit as a customer from these changes? 

These upgrades allow us to provide our customers with the latest technologies available through all delivery channels, to introduce new services and products, to provide the highest level of security for the Online Banking experience, and to continue to be the best community bank in the markets we serve.

Who may I contact if I have any questions or concerns?

You may stop by any branch office or contact our Call Center at 800-349-2814 and our team will be happy to assist you. Beginning September 7th, there will be expanded CALL CENTER hours of availability as follows: Monday thru Thursday 7:00 AM to 6:00 PM, Friday 7:00 AM to 7:00 PM, and Saturday 7:00 AM to 1:00 PM.

 


WHAT IS NOT CHANGING AFTER THE STEP-21 UPGRADE IS COMPLETE?

  • You will still have smiling, friendly, InFirst Bank team members who look forward to serving you at your local branch office.
  • The bank routing number and your deposit account numbers will not change.
  • Debit card numbers will not change and you can still access the same ATM’s you currently do.
  • Printed Checks: Your current checks can still be used.
  • InFirst Financial Advisors: Your accounts and relationship with InFirst Financial Advisors will not change.
  • FDIC coverage: Deposits are still FDIC insured up to $250,000 per coverage category. Visit HTTPS://EDIE.FDIC.GOV to easily calculate your coverage.
  • Wiring Money:  Information required to initiate an ACH or Wire into or from InFirst Bank remains the same.

 


WHAT WILL BE CHANGING AFTER THE STEP-21 UPDGRADE IS COMPELTE?

  • Bill Payment Service: Bill Pay service will still be available, however, current payee information will not automatically transfer to the new site. You will need to re-enroll for Bill Pay and re-establish your payees. Please see additional information in the Online Banking section below for guidance. We apologize for this inconvenience.
  • Card Valet: The Card Valet app will be discontinued on October 7th. But no worries! Card Sentry is our new Debit Card Monitoring service and will now be available directly within your Mobile Banking or Online Banking. No additional app needed!
  • Mortgage Loan Payments:
    • Beginning with your November 2021 mortgage payment, you will begin to receive a new monthly statement by mail. You will no longer need your coupon book to make a payment. This enhanced monthly statement will provide a current snapshot of mortgage activity including; principle balance, payment breakdown, and escrow information; if applicable.
    • All other loans that utilize a coupon book may continue to use their book for payment.
    • Setting up a convenient automatic debit of the payment from your checking or savings is always an option as well. Stop by any branch office, or contact our Call Center at 800-349-2814 and our team will be happy to assist you.
  • IRA Plan Numbers issued before the year 2010 will be changing.
  • Check Images:
    • Paper statements: Paper statements received through US Mail will continue to be provided free of charge, however, if you wish to continue to receive check images with your statement there will be a $3.00 service fee beginning with the first statement on or after October 8, 2021.
    • You can avoid this service fee if you elect to no longer receive check images with a mailed statement.
    • Additionally, check images are always available at no charge when you sign-up for eStatements through Online Banking. You will have access to 24-months of past statement history after you register for eStatements.
    • You may stop by any branch office or contact our Call Center at 800-349-2814 for guidance on how to sign-up for free, online service options, or to opt-out of receiving images with a paper statement.
  • Holiday Club: Club checks will pay out on October 1st this year only. Payout will return to mid-October in 2022. Additionally, interest will post to the account annually instead of semi-annually.
  • Caché Savings Accounts: The payout date for the Caché Savings account will now be the 5th of the month for the month you originally chose to receive the payout. Additionally, interest will post to the account annually instead of semi-annually.
  • Telephone Banking (VRU-Voice Response Unit):
    • This service will continue to be available using the same telephone number you currently use.
    • You may experience different menu options so please listen carefully for the transaction you need.
    • You will be prompted to set a new PIN on your first use after upgrade. For security purposes, please refer to the STEP-21 Guidebook arriving mid-September for guidance. You may also stop by your local branch office or contact our Call Center at 800-349-2814.
    • Important Notification: If you utilized the “Transfer to another member” feature, that feature is no longer available in the new Telephone Banking System. You may now transfer money using the Person to Person (P2P) feature with Online Banking or Mobile Banking.
    • Safe Deposit Box Fees: The fee for a safe deposit box will increase, however, there is an added feature of a discount for direct debit of the payment from an InFirst Bank checking or savings.
    • Service Fees: Some service fees will be changing, while others will remain the same. Please see the complete Schedule of Service Fees in your STEP-21 Guidebook arriving mid-September, or visit our website to review after October 8th. On the website, simply enter FEE SCHEDULE in the search bar.

 


WHAT’S NEW!

  • InFirst Bank Website: The bank website will be refreshed shortly before the STEP-21 upgrade takes place.  You’ll love the new look, feel, and functionality.
    • Please note: The URL address for our website will change from INFIRSTBANK.COM to INFIRSTBANK.BANK. You will still be able to reach our website using INFIRSTBANK.COM, however, the URL in your browser’s address bar will automatically redirect to INFIRSTBANK.BANK. This is okay and to be expected.
  • Free Person to Person Payments (P2P)
    • Easily accessed through your Mobile Banking App or through Online Banking
    • Send money to friends and family simply, securely, and instantly! And yes, it is completely free for both you and your recipient.
    • For more information visit our website, stop by any branch office, or contact our Call Center at 800-349-2814 and our team will be happy to assist you.
  • Monitor your InFirst Bank debit card right from your Mobile Banking or Online Banking
    • Card Sentry is available within your Mobile Banking and Online Banking. No additional app needed!
    • Turn your card on and off yourself in the event it is misplaced or lost.
    • Enable alerts to receive a notification immediately when a transaction occurs.
    • Monitors debit card activity 24/7 for suspected fraud activity.
    • Available directly in your Mobile Banking App or through Online Banking.
  • Expanded account history online: eStatement history will increase to 24-months.
  • Expanded Combined Statement Options: Have your Certificates of Deposit, Individual Retirement Accounts, and Loans added to your monthly statement information.

 


WHAT TO EXPECT UPGRADE WEEKEND

Will my deposits and payments be credited the same day I make them during upgrade weekend?

  • Yes! Although you may not see your actual balance on an ATM receipt, rest assured the deposits you make in-person or by direct deposit will post first and any checks or previously scheduled automatic debits (ACH) will be paid based on your personal available balance.

Can I get cash at an ATM that weekend?

  • Yes! Limits are $500 withdrawn at an ATM and $1,500 Point-of-sale (POS) for purchases per 24-hour period, not to exceed your personal checking account balance availability. This 24-hour period runs from midnight to midnight each day.

Will there be a blackout period for Online Banking, Bill Pay, Mobile Banking, and Telephone Banking where I cannot access my account information?

  • Yes, during the upgrade weekend Online Banking, Bill Pay, Mobile Banking, and Telephone Banking will be interrupted.
  • These services will be taken offline to switch to our new provider on Thursday October 7th by 9 PM, and will be available again on Monday October 11th by 9 AM.
  • Bill Pay Users: Bill Pay service will be available when we go back online, however, you will need to re-enroll for the service and re-establish your payees. Please see additional information in the Online Banking section below.  We apologize for this inconvenience.

Will your lobbies and drive-up windows be opened during upgrade weekend?

  • Yes! The bank will operate normal business hours Friday October 8th and Saturday, October 9th.
  • Monday, October 11th the bank is closed in observance of Columbus Day.
  • Tuesday, October 12th we will be open normal business hours.

 


CHECKING, SAVINGS, and CERTIFICATE ACCOUNT INFORMATION

Will my direct deposits, automatic transfers, and direct debits for payments still work?

  • Yes! All Social Security, Payroll Checks, Pension Checks, and other direct deposits will process as normal.
  • Automatic Payments (ACH) and Transfers: All previously scheduled Automatic Payments (ACH) for utilities, payments, insurances, etc. and transfers between accounts will process as normal.

Will my KASASA Rewards Checking Account qualify?

  • Yes! As a courtesy, all KASASA Cash and Cash Back Rewards Checking Accounts will automatically qualify for the October account cycle.

Can I still get check images with my statement?

  • Yes you can, however, there is a change with paper statements.
  • eStatements: If you currently receive eStatements through Online Banking you will have access to 24-months of statement history, which includes check images.
  • Paper statements: Paper statements received through US Mail will continue to be provided free of charge, however, if you wish to continue to receive check images with your statement there will be a $3.00 service fee beginning with the first statement on or after October 8, 2021.
    • You can avoid this service fee if you elect to no longer receive check images with a mailed statement.
    • Additionally, check Images are always available at no charge when you sign-up for eStatements through Online Banking. You will have access to 24-months of past statement history after you register for eStatements.
  • You may stop by any branch office or contact our Call Center at 800-349-2814 for guidance on how to sign-up for free, online service options or opt-out of receiving images with a paper statement.

I have a Holiday Club or Caché savings. Will anything change with my account?

  • Holiday Club: Club checks will pay out on October 1st this year only. Payout will return to mid-October in 2022. Additionally, interest will post to the account annually instead of semi-annually.
  • No need to wait for a check. Consider signing-up to have your payout automatically deposited to a checking or savings with InFirst Bank. You may stop by any branch office or contact our Call Center at 800-349-2814 for guidance.
  • Caché Savings Accounts: The payout date for the Caché Savings account will now be the 5th of the month for the month you originally chose to receive the payout. Additionally, interest will post to the account annually instead of semi-annually.

Will I get my checking/savings statement the same time I always do?

  • For the month of October only, you will get two statements. As part of the upgrade, we need to clear transactions from our previous processor and begin to clear transactions through our new processing partner. You will get a statement prior to the upgrade date and then another, in the new format, for the remainder of your October cycle. Your statement cycle will then return to your normal schedule.

 


ONLINE BANKING, BILL PAY, MOBILE BANKING, and TELEPHONE BANKING INFORMATION

Will there be a blackout period where I cannot access my account information online?

  • Yes, during the upgrade weekend Online Banking, Bill Pay, Mobile Banking, and Telephone Banking will be interrupted.
  • These services will be taken offline to switch to our new provider on Thursday October 7th by 9 PM and will be available again on Monday October 11th by 9 AM.

Will I need to re-establish my Online Banking and Mobile Banking?

  • Your Online Banking portal will transfer to the new system automatically. It will be taken offline on Thursday October 7th by 9PM and be available to you again on Monday October 11th by 9AM.
  • During your first time use after upgrade you will be prompted to change your password. 
    • For security reasons, we ask you to login to your current Online Banking before October 6th and check the message of the day for instruction on changing your password after the upgrade.
    • Temporary password guidelines will be provided for your first-time login. Please notate these instructions to utilize when the new system goes live on October 11th.
    • You will then be prompted to setup a new password, 3 new security questions with answers, and verification of email address.
    • If we do not currently have an email address for you on file, the system will prompt you to enter a valid email address at this time. Your email address may be used for password resets, account alerts, and additional communications.
    • Your new Online Banking login will work for both traditional and Mobile Banking. You will need to download the new app to refresh your site. A link will be provided to you.
    • Should you need further assistance, you may also contact our Call Center at 800-349-2814 or stop by any local branch office and someone will be happy to help you.

Will I need to re-establish my Bill Pay service?

  • Yes you will. Your Bill Pay Service, unfortunately, will NOT transfer automatically.
  • If you use Bill Pay you will need to re-enroll for Bill Pay and also re-establish all of your “payee” accounts. 
  • You will receive a STEP-21 Guidebook mid-September which will include a Bill Pay tool to help you prepare for this change in providers. We recommend you utilize this tool to record all of your current payee information for ease of transferring to the new system.
  • It is recommended that any Bill Pay payments made within the current Bill Pay system are completed 5-7 days prior to the system being taken offline on October 7th to insure their delivery. Please plan accordingly for payments due between October 7th and October 18th. You may need to utilize another form of payment during this time.
  • We do apologize for this inconvenience.

Will my Telephone Banking still work? (VRU-Voice Response Unit):

  • This service will continue to be available using the same telephone number you currently use.
  • You may experience different menu options so please listen carefully for the transaction you need.
  • You will be prompted to set a new PIN on your first use after upgrade. For security purposes, please refer to the STEP-21 Guidebook arriving mid-September for guidance. You may also stop by your local branch office or contact our Call Center at 800-349-2814.
  • Important Notification: If you utilized the “Transfer to another member” feature, that feature is no longer available in the new Telephone Banking System. You may now transfer money using the Person-to-Person (P2P) feature with Online Banking or Mobile Banking.

Will I still have access to prior account statements and transactions via Online Banking?

  • Yes! You may view up to 6-months of history within Online Banking.
  • If you are currently enrolled in eStatements, you will have access to 24-months of prior statements and transactions.
  • There may be a brief period of time during the week after upgrade where online images are not available, however, they will be available at the bank. You may stop by any branch office or contact our Call Center at 800-349-2814 for assistance in requesting the information you need.

 


LOAN ACCOUNT INFORMATION

  • Loan due dates, interest rates, and calculations will remain the same as is written in your current loan agreement.

Will my automatic loan payment still be made the same day?

  • Yes! Should there be insufficient funds on the date an automatic payment is due we will attempt to take that payment for up to 12-days. If the payment cannot be debited you will need to complete your payment manually and late fees will be assessed according to the terms of your original loan contract.

Will my loan/mortgage coupon book still work?

  • Yes and No, it depends on the type of loan.
    • Mortgage Loan Payments will begin to be made through an enhanced monthly statement billing. This new billing will provide a monthly snapshot of mortgage activity including; principle balance, payment breakdown, and escrow information, if applicable. You will no longer need your coupon book beginning with your November 2021 payment, however, we can accept it for payment if brought in.
    • All other loans utilizing coupon books can continue to use their books for payment.
    • Setting up a convenient, automatic debit of the payment from your checking or savings is always as option as well. You may stop by any branch office or contact our Call Center at 800-349-2814 for guidance.

InFirst Bank strives to provide banking services at reasonable and cost-effective rates and remains a safe, sound, and convenient option for all your banking needs. We look forward to being your bank of choice now and in the future.