Online Banking FAQs

NetTeller

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What is NetTeller?
Q

What is NetTeller? 

A

NetTeller allows our customers secure and convenient access to their accounts using the Internet anytime 24/7. Some of the functions available with NetTeller are:

  • View and print information on all accounts including loans. Review and print transactions and history.
  • Confirm deposits, withdrawals and cleared checks.
  • Transfer funds between accounts and make loan payments.
  • View images of checks and deposit transactions.
  • View and print monthly statements.
  • Enroll for paperless statement delivery.

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How do I get NetTeller?
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How do I get NetTeller? 

A Citizens Bank of Mukwonago customers can visit any branch location and speak with a Personal Banker to enroll.

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How do I use NetTeller?
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How do I use NetTeller? 

A After you enter your Password on the first screen of NetTeller, you will be shown a list of your accounts and the balance in each. If you want more detail, or want to carry out a transaction, just select the function from the pull down menu for the account you are interested in. Additional information is available in the NetTeller User Guide.

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Does my Internet Browser require anything special?
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Does my Internet Browser require anything special? 

A Your Internet Browser must have 128 bit encryption and have the cookies enabled. If you are missing either of these items, you will not be able to access NetTeller.

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Is NetTeller a secure online product?
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Is NetTeller a secure online product? 

A Yes! NetTeller uses SSL (Secure Socket Layer) technology along with 128 bit encryption. There is 24/7 monitoring of the servers that run NetTeller. There is a yearly external audit done on NetTeller as well as an FDIC (Federal Deposit Insurance Corp.) audit. You can view more details on the Security webpage.

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Can I view my check images online?
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Can I view my check images online? 

A NetTeller gives you the ability to view your check and deposit images online. You just click the check number and you will see an image of your check.

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What happens if I don't log off of the system?
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What happens if I don't log off of the system? 

A NetTeller has a 10 minute time-out feature. If you are logged in for 10 consecutive minutes without using NetTeller, you will have to log in again to resume banking.

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What happens if I forget my NetTeller Password?
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What happens if I forget my NetTeller Password? 

A Immediate access may be regained by calling any location and asking for a Personal Banker to assist you.

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What happens if I get locked out of my NetTeller account?
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What happens if I get locked out of my NetTeller account? 

A You only get 3 attempts to log into your account. If you are unsuccessful on all three attempts you will receive an email indicating you have been locked out. You can get unlocked by calling any branch and asking to speak to a Personal Banker. Your Password will be reset to the last 4 digits of the Social Security number or Tax ID number of the person first on the NetTeller account. You will then be prompted to change your Password to a new one.

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What happens if I get an error message?
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What happens if I get an error message? 

A If you get an error message please make a note of the message, the error number and the time. Then simply contact the bank at 262-363-6500 and ask for the Online Banking Department to assist you. We will make every effort to resolve the issue as soon as possible.

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When will transfers show in my account?
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When will transfers show in my account? 

A A transfer will show up immediately in your account if you set up the transfer to occur immediately. If you future dated the transfer, it will show up in your account on that day.

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What is the cut off time for transactions made through NetTeller?
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What is the cut off time for transactions made through NetTeller? 

A The transfer cut-off time for current day's business is 8:00 p.m, Monday through Friday. (Central) Any transfers made after this time will be considered “Next Day’s Business”.

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How do I add or delete accounts to my existing NetTeller relationship?
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How do I add or delete accounts to my existing NetTeller relationship? 

A Contact a Personal Banker at any branch or visit any one of our locations. You must be an authorized signer on the account.

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Does my spouse need his or her own ID and Password?
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Does my spouse need his or her own ID and Password? 

A No. Only one Password is used per NetTeller ID. An additional NetTeller ID and Password can be created for your spouse.

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How much does NetTeller cost?
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How much does NetTeller cost? 

A NetTeller is free for Citizens Bank of Mukwonago customers.

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How much history can I see Online?
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How much history can I see Online? 

A You have the ability to view 3 months of current history. Your statements are saved for 12 months starting from the month you opened your NetTeller account should you need additional history information.

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Bill Payer

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Can I sign up for Bill Payer and not NetTeller?
Q

Can I sign up for Bill Payer and not NetTeller? 

A No. Bill Payer works in conjunction with NetTeller. You need NetTeller in order to use Bill Payer.

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How are bill payments processed?
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How are bill payments processed? 

A Payments are processed as a check or electronically.

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How do I know if a payee is electronic or check?
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How do I know if a payee is electronic or check? 

A Once you have set up the payee, you can look at the "PAYEES" screen, and you will see a column, "Type" that will tell you if the payee accepts electronic or check payments.

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Who can I pay with Bill Payment?
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Who can I pay with Bill Payment? 

A You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is you cannot pay any government agencies.

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How late in the day can I enter, edit, or delete a payment?
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How late in the day can I enter, edit, or delete a payment? 

A Payments are processed at 2am and 12pm (noon) daily Monday through Friday. You may edit or delete any scheduled payments prior to the processing times. You may enter a new payment at any time.

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What is the minimum payment amount that can be scheduled?
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What is the minimum payment amount that can be scheduled? 

A Your checking account must have available funds to cover any and all scheduled check or electronic payments.

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How far in advance can I schedule payments?
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How far in advance can I schedule payments? 

A We recommend setting up payments no longer than 90 days prior to the payment date but payments can be set up even further in advance.

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Can I stop a payment?
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Can I stop a payment? 

A Yes, you may place a stop payment on any check or electronic payment that you have issued that has not been paid. Please refer to our current Fee Schedule for fees associated with stop payments.

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On the Payment History page, what does the 'Status' field indicate?
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On the Payment History page, what does the 'Status' field indicate? 

A One of the following statuses will be shown:
  • Processed - The payment has been processed and sent.
  • Rejected NSF-The payment that you have tried sending has rejected due to non-sufficient funds. The payment will try to process again at the next processing time or until the customer deletes the payment.
  • Communication Failure-There was an error due to communication problems.
  • Vendor Refund - Payment rejected at our processing center.

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Can I edit payee addresses?
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Can I edit payee addresses? 

A No. You will have to set them up as a new payee with the correct address and delete the old payee record.

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Can I have multiple payments to the same payee on the same day?
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Can I have multiple payments to the same payee on the same day? 

A At this time, there is nothing that checks for multiple payments for the same amounts going to the same vendor on the same day. So you may set up multiple payments to the same payee.

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Confirmation Numbers - Are These Important?
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Confirmation Numbers - Are These Important? 

A Yes. A Confirmation number will be assigned to each bill payment at the time you submit your request. You may record these confirmation numbers for future reference if you wish. For your convenience, Bill Payer Confirmation Numbers for scheduled payments are found in the menu option under "Main" and by clicking on “View” next to the payment, so you are not required to write them down. They will help us resolve any questions and expedite any request you may have about your Bill Payer transactions.

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On Demand Transfer

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How do I sign up?
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How do I sign up? 

A You simply will need to complete an “On Demand Transfer Application” form. This form asks for your account information at your other bank. We then activate the feature in your NetTeller and guide you through the remainder of the setup and account verification process. Once the account is approved, you can start using On Demand Transfer to move funds.

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How long does it take a transfer to get to the other bank?
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How long does it take a transfer to get to the other bank? 

A The transfers are done electronically through the ACH (Automated Clearing House). A transfer will only happen on a business day and must be set up before 1pm CST for the transfer to occur within 48 hours.

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What account types can I transfer money from and to?
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What account types can I transfer money from and to? 

A You can only transfer money between checking, savings, or money market accounts. You cannot transfer to or from a loan. Please note that transfers from a savings or money market account through On Demand Transfer are limited based on Regulation D. (For further information on Reg. D limitations, please speak with your local Personal Banker.)

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What does it cost to make a transfer?
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What does it cost to make a transfer? 

A Please refer to our current Fee Schedule for fees associated with On Demand Transfer.

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Does one of the accounts in the transfer have to be from/to Citizens Bank of Mukwonago?
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Does one of the accounts in the transfer have to be from/to Citizens Bank of Mukwonago? 

A Yes. Citizens Bank of Mukwonago is responsible for these transfers therefore one of the accounts used in the transfer must be from Citizens Bank of Mukwonago.

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Cash Management (ACH Manager)

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Can I sign up for Cash Management and not NetTeller?
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Can I sign up for Cash Management and not NetTeller? 

A No. Cash Management is a feature within NetTeller. You need NetTeller in order to use Cash Management.

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Is Cash Management for business use only?
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Is Cash Management for business use only? 

A Yes. Cash Management is available only to our business customers.

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How are the payroll deposits made?
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How are the payroll deposits made? 

A All the deposits are made to your employee's account electronically through the ACH (Automated Clearing House). The deposits can be to checking or savings accounts.

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How many people can I pay at one time?
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How many people can I pay at one time? 

A Payroll can be created for one individual or all of your employees at your discretion.

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Do the payroll taxes get computed with Cash Management?
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Do the payroll taxes get computed with Cash Management? 

A No. Cash Management is only used to deposit an employee's net payroll. The service will not compute any withholdings, taxes, FICA or benefits.

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Do I need accounting software that creates ACH files?
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Do I need accounting software that creates ACH files? 

A No. Cash Management has the capability to create the ACH files or import ACH files from other accounting software.

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Do I get a confirmation when I have submitted an ACH file to the bank?
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Do I get a confirmation when I have submitted an ACH file to the bank? 

A Yes. You will receive a confirmation number within Cash Management confirming the file was transmitted to the bank. The status of the file in Cash Management will show when the file is sent, processed and available for editing.

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How do I use Cash Management once it is activated?
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How do I use Cash Management once it is activated? 

A Our Online Banking Specialist will train your staff at your place of business and provide you with a Cash Management User Guide and ACH Rulebook at the time of training.

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What does it cost to use Cash Management?
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What does it cost to use Cash Management? 

A Please contact Gail Sawicki, our Business Services Specialist, at 262-968-6500 to discuss pricing options.

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Mobile Banking

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What is Mobile Banking?
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What is Mobile Banking? 

A Mobile Banking is simply a version of Online Banking that is optimized to be used on web-enabled phones and mobile devices. It displays the information in a format that is compatible with the special internet browsers and smaller screens of cell phones and mobile devices.

Mobile Banking is also streamlined to the primary functions of Online Banking: account balances, account history, transfers, and bill payment.

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How do I get Mobile Banking?
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How do I get Mobile Banking? 

A If you have a NetTeller User ID and Password, you already have that ability. Simply visit www.citizenbank.mobi with your web-enabled phone or mobile device and enter your NetTeller User ID and Password.

If you need a NetTeller User ID, visit a personal banker at any of our local branches to apply.

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What does it cost to use?
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What does it cost to use? 

A Mobile Banking is FREE*.

Bill Payer payments made through Mobile Banking will be charged according to the fee set up when the feature was enabled for NetTeller.

*You may be charged for internet usage from your mobile carrier.

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Does my cell phone/mobile device require anything special?
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Does my cell phone/mobile device require anything special? 

A Mobile Banking is compatible with any web-enabled phone or mobile device on any carrier. We recommend making sure JavaScript is enabled to ensure it functions properly.

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How do I use Mobile Banking?
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How do I use Mobile Banking? 

A 1. Use your phone or mobile device's internet to go to www.citizenbank.mobi
2. Log in with your NetTeller User ID and Password
3. Follow the links on the account listing screen for the differnet functions and informational screens

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What does the Snapshot link do?
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What does the Snapshot link do? 

A The Snapshot link allows you to view the last 15 deposits and withdrawals within the last 30 days. It separates the deposits from the withdrawals.

The regular account history shows all of the transactions for the last 30 days and does not separate them.

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Can I view my check images on my cell phone/mobile device?
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Can I view my check images on my cell phone/mobile device? 

A Smartphones will allow you to click the links in your account history to view the checks. The check image feature may not work on all phones. The system will determine if your specific phone can display them.

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Can I pay bills in Mobile Banking?
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Can I pay bills in Mobile Banking? 

A Yes! You can set up one-time Bill Payer payments with Mobile Banking.

You must be enrolled for Bill Payer. Payees must be created within NetTeller to be used in Mobile Banking.

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Is Mobile Banking secure?
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Is Mobile Banking secure? 

A Yes. All communications are 128-bit encrypted and no information is saved to the phone.

All of the security features of NetTeller also apply to Mobile Banking.

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What happens if I don't log off?
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What happens if I don't log off? 

A As with NetTeller, Mobile Banking will automatically log you off after 10 minutes of inactivity.

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What happens if I get locked out?
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What happens if I get locked out? 

A To have your User ID unlocked, contact a personal banker at any of our local branches or call 262-363-6500.

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Mobile Deposit

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How much does Mobile Deposit cost?
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How much does Mobile Deposit cost? 

A Mobile Deposit is a free service.

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What types of accounts can I deposit too?
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What types of accounts can I deposit too? 

A You can make deposits to Checking and Money Market accounts.

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How do I get Mobile Deposit activated?
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How do I get Mobile Deposit activated? 

A Once you have downloaded the iPhone, iPad or Android app for your smart phone, just click on the Mobile Deposit feature and you will be prompted to register for the service.

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How many checks can I deposit at a time?
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How many checks can I deposit at a time? 

A Mobile Deposit will allow you to deposit one check at a time.

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Is there a maximum deposit amount that I can make?
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Is there a maximum deposit amount that I can make? 

A You can make one or multiple deposits a day up to $3,000 per day, or $7,000 total per month.

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Can I deposit any check that I receive?
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Can I deposit any check that I receive? 

A There are certain types of checks that are not allowed to be deposited. Those check types can be found in our Mobile Deposit Agreement.

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Is there a cut off time for making deposits?
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Is there a cut off time for making deposits? 

A We have funds availability on the next business day after a deposit is made. If an approved deposit is made before 4:00pm (CT) on any given business day, the funds will be available on the next business day.

If the deposit is made after 4:00pm (CT), the approved deposit will be available on the 2nd business day.

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What happens if my deposit is not approved?
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What happens if my deposit is not approved? 

A You will receive an email notice from the bank informing you your deposit was not accepted and why. Depending on the reason, you may have to bring the check into the bank to be deposited.

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When will the deposit show in my account?
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When will the deposit show in my account? 

A Once we complete our End of Day processing, you will be able to see the deposit in your account. Approximately 10pm (CT).

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How do I cancel a deposit that was made?
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How do I cancel a deposit that was made? 

A You have up to 3pm (CT) on the buinsess day you made the deposit to contact the bank, ask for the Online Banking Department and request to have the deposit cancelled.

After 3pm (CT), upon approval, the deposit will be processed as normal.

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Can I sign up more than one account?
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Can I sign up more than one account? 

A You will need to set up the initial enrollment for one account, but once that has been approved, just emal or call us and we can activate any other checking account that you have within your NetTettler account.

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If my enrollment is rejected, when can I sign up again?
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If my enrollment is rejected, when can I sign up again? 

A You will need to wait six months. Your account must not have any overdrafts, NSF checks and the account needs to have maintained a positive balance during that time.

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Why was my enrollment revoked?
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Why was my enrollment revoked? 

A Enrollment is revoked immediately when a check item is presented more than once or if there is misuse of the mobile deposit service.

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