Mobile Banking User Guide - Citizens Bank The · 2018. 4. 3. · MOBILE BANKING USER GUIDE Q2EBANKING IS OUR MOBILE BANKING PROVIDER AND HAS PREPARED THIS Q2MOBILITY APPS USER GUIDE

MOBILE BANKINGUSER GUIDE

Q2EBANKING IS OUR MOBILE BANKING PROVIDER AND HAS PREPARED THIS Q2MOBILITY APPS USER GUIDE TO HELP YOU GET THE MOST OUT OF OUR MOBILE BANKING SERVICES. If you have any questions or need additional information, please contact

Electronic Banking at 601-389-2178 or [email protected].

Q2online Standard User Guide, Release 3.5

Contents

Q2mobility Apps User Guide- iii -

Preface ivAudience ivPurpose ivConventions ivProduct Documentation ivObtaining Documentation and Support v

Chapter 1: Overview 1

Chapter 2: Administrative Tasks 2Enable Mobile Banking in Q2central 2

Chapter 3: End User Tasks 3Download the Application 3Sign In 4

First-Time Users 7Interstitial Page 8Dashboard 8

View Account Details 9Summary Metrics 11

Messages and Alerts 11View Messages 12Reply to a Message 12Create a New Message 13Delete a Message 15

Transactions 16Make a Transfer 16Make a Recurring Transaction 20

Make a Bill Payment 24Deposit a Check 29

Commercial 34ACH Payment 34ACH Receipt 38Domestic Wire 42

View ATM and Branch Locations 46View News and Rates 50Settings 51

Preface

Q2mobility Apps User Guide- iv -

This preface explains the audience, purpose, and organization of the Q2mobility Apps UserGuide. It also defines the conventions that are used to present instructions and information.

AudienceThe Q2mobility Apps User Guide is designed for financial institutions (FIs) managing the useof tablet and smartphone applications for their end users. This guide is mainly for FIs, butincludes end user tasks and information.

PurposeThe Q2mobility Apps User Guide provides detailed information about administering rights tothe tablet/smartphone applications, as well as information on how to use the mobileapplication. For additional information on related documentation, see the ProductDocumentation section.

ConventionsThis document uses the following conventions.

Item Convention

Commands and keywords boldface font

Emphasis or variables for which you supplyvalues

italic font

Menu items and button names boldface font

Selecting a menu item User > Preferences

Note Means reader take note. Notes contain helpful suggestions or references tomaterial not contained in the publication.

Tip Means the following information will help you solve a problem.

Product DocumentationThe following table lists any related documentation:

l Q2mobility Apps Customer Workbook

Note We sometimes update the printed and electronic documentation after originalpublication. Therefore, you should also review the documentation on theCustomer Self-Service Support portal for any updates.

Obtaining Documentation and SupportTo obtain documentation, please visit the Customer Self-Service Support portal. If you needinformation on how to access the portal or need support assistance with the Q2mobilityApps, please contact Q2 Customer Support.

Preface

Q2mobility Apps User Guide- v -

Chapter 1: Overview

Q2mobility Apps User Guide- 1 -

The Q2mobility Apps provide your end users with iOS (Apple) or Androidtablet/smartphone mobile functionality in an application that can be downloaded from theApple or Google Play stores.

The following are features in the Q2mobility Apps:

l Optimized for smartphones and tabletsl Share login and entitlements with Q2onlinel Display account balances and detailsl Provide a graphical, brandable dashboard complete with account details and elementssuch as Facebook, Twitter, Quick Bill Payment, and Quick Transfer

l Cross sell to your end users by providing bank rates (such as loan and checking accountrates)

l Provide them with mobile banking applications that are optimized for tablets andsmartphones and adhere to iOS and Android UI best practices

l Offer the ability for your end users to call your FI directly from a button within theapplication (for smartphones)

l Provide consistency with a mobile banking application that is branded to match theonline banking experience

l Access various information about your FI without even logging in, such as rates, news,and branch/ATM locations

The following functionality is available with the Q2mobility Apps:

l Account Overview informationl Account/Transaction historyl ATM/Branch locations and informationl News and Rates - Display dynamically updatable news and rates or link to your FI’sRSS feeds

l Commercial Payments - Submit ACH single payments/receipts and domestic wires,utilizing existing templates and the SmartCalendar feature

l Configurable direct dial to your FI call centerl Funds Transfers - Both internal and externall Messages and Alerts - Send and receive secure messagesl Remote Deposit Capture - Capture check images and use them to make deposits intoyour eligible accounts

l Retail Bill Pay - Access your bill pay profile, set up new payments and view recenthistory

Chapter 2: Administrative Tasks


This chapter provides information about the administrative tasks necessary for your FI toenable mobile banking for your end users.

Enable Mobile Banking in Q2central 2

Enable Mobile Banking in Q2centralTo ensure that your end users have the ability to utilize mobile banking, enable this featurein Q2central.

1. Under User Management, choose the desired Group for which you want to enable thisfeature.

2. Click the Features tab.

3. Enable theMobile: Allow end users to self-enable mobile banking andMobile: Allow MobileCapture Access options.

4. For Bill Payment, click the General tab and enable the Bill Payment option.

5. Save the changes.

Chapter 3: End User Tasks


This chapter provides information about the tasks necessary for your end users to use theQ2mobility Apps.

Download the Application 3Sign In 4First-Time Users 7

Interstitial Page 8Dashboard 8View Account Details 9Summary Metrics 11

Messages and Alerts 11View Messages 12Reply to a Message 12Create a New Message 13Delete a Message 15

Transactions 16Make a Transfer 16Make a Bill Payment 24Deposit a Check 29

Commercial 34ACH Payment 34ACH Receipt 38Domestic Wire 42

View ATM and Branch Locations 46View News and Rates 50Settings 51

Download the ApplicationTo download the application directly from the Apple (App Store) or Android (Play Store):

1. Launch the App or Play Store application on your mobile device.

2. Search for your FI’s name and download the application.

iPad users can also download the application directly from within iTunes by searching forthe application under the FI’s name.

Note If you download the application on your computer, you will need to sync yourtablet with the computer to add the application.

Sign InYou can set up your ebanking access from the mobile device of your choice(tablet/smartphone). Certain information still must be added in online banking before beingvisible in your mobile application, such as bill payment payees, payment (credit) recipients,and payment templates.

Once you have downloaded the application and have your user ID and password, you arenow ready to sign in.

1. On your mobile device, launch the application.

2. To display the keyboard, simply tap an entry field or use the device keyboard.



3. Enter a valid User ID and password and tap SIGN IN. If your information is correct,the Interstitial page appears as your information loads.

Note IF you wish to have your device remember the User ID for your next sign in, selectthe Remember Me check box before signing in.



Note You can also access rates, contact us, or locate branches and ATM locations priorto signing in to the application.

If your profile is configured for Multi-factor Authentication, you will be prompted to selectone of the contact options that we have on file for your account. Within minutes you willreceive a Temporary Access Code to enter before continuing the sign in process.



Enter the code you received and tap Submit to complete the Sign In process.

Note Navigation procedures may vary slightly depending on your mobile device.

First-Time UsersIf you are a first-time user, additional steps must be completed before gaining access toyour accounts and application functionality.

To sign in for the first time:

1. On your mobile device, launch the application.

2. To display the keyboard, simply tap an entry field or use the device keyboard.

3. Enter a valid User ID and password and tap SIGN IN. The First-Time User EnrollmentUser Identification page appears.

4. Select a delivery method to receive your Secure Access Code.

5. Submit the code you received. You are prompted to read and accept the disclaimer inthe Complete Enrollment section.

6. Choose I Accept. The Complete Enrollment Step Two: Create Your Online Profile pageappears.

7. Complete all required fields and tap Submit. The Change Your Password page appears.

8. Enter a new password and tap Submit. A confirmation dialog appears.

9. Tap OK. If your information is correct, the Interstitial page appears as your informationloads.

Note You will also be prompted to register your device. If you select the option toregister, you will not be prompted again during subsequent sign-ins. If you decline



to register your device, you can still sign in, but will be prompted to registerduring future sign-in attempts.

Interstitial PageOnce you sign in to the application, the Interstitial page appears briefly as the applicationloads and may provide information such as marketing messages, secure messagenotifications, quick links, or RSS feeds.

DashboardThe Dashboard appears immediately following the Interstitial page and provides quickaccess to the following features:

l Accounts associated with your online profilel Summary Metrics menu which displays amounts associated with each account



l Settings menul Quick funds transfersl Bill paymentsl Announcements and messages

View Account DetailsThe Dashboard displays a summary of accounts associated with your online profile. Youcan also initiate quick transfers as well as make bill payments. Accounts are categorized anddisplayed by account type (checking, savings, loan, time deposit, etc.).

The following information appears for each account:

l Account Name - Either the default name for the account in our system or a customdisplay name (aka nickname) that you have created for the account in online banking.To make your accounts easily recognizable, you can assign display names to youraccounts from the Preferences > Account menu in online banking. Display names canbe changed as often as you wish and will be used consistently in account listings andmenus.

l Account Number - The account number for the displayed account. The number maybemasked for security purposes, displaying only the last several numbers of the account.



This ensures the confidentiality and privacy of your online information. For example,account number 123456789 may be represented as XXXX-6789 or ****6789.

l Updated - The date that the displayed balances on the account were last updated.l Account Balances - The most relevant summary balances (Available, Current) for theaccount type.

To view your account details, simply tap any account icon and the most recent (up to5) transactions (debits/credits) will display.

To view additional transactions and account details, tap the expansion icon .



Summary MetricsThe Summary Metrics graph provides an additional access point to view details for each ofyour accounts. Just tap a section of the graph and the applicable account summary willdisplay with the option to view associated transactions.

Messages and AlertsMessages and Alerts to and from your FI are consistent between Mobile Web,tablet/smartphone applications, and online banking. This means if you elect to send amessage while working within online banking, you can always use your tablet app to read



the reply. Our secure messaging is integrated so messages you receive in one channel arealways visible in the other channel.

View MessagesTo view secure messages, tap the Messages tab at the bottom of your application. Allmessages display in descending order on the right panel of the page.

To view message details, tap the desired message in the list.

Reply to a MessageYou can reply to any message available in your secure message queue.

To reply to a message:

1. Tap the Messages tab. The Messages page appears.

2. Select a message in the secure message queue. The message details appear.

3. Tap Reply. A message window appears displaying the addressee and message subject.



4. Compose your response and tap Send. The message details appear on the page as wellas in the message queue.

Create a New MessageYou can create a new secure message for distribution to many of our FI's departments.

To create a new message:

1. Tap New at the top of the Messages page. A New Message window appears displayinga list of available recipients.



2. Tap to select a recipient from the list. The new message template appears displaying thefollowing:

l The selected recipient in the To fieldl Subject fieldl Message Content field (max 1000 characters)



3. Compose your message and tap Send. The message details appear on the page as wellas in the message queue.

Delete a MessageYou can delete any sent or received secure messages available in your message queue.

To delete a message:

1. Select a message in your message queue. The message details appear.

2. Tap the Delete Message icon . A confirmation window appears.



3. Tap Yes. The message is deleted and removed from the message queue.

TransactionsThe Transactions page allows you to conduct various personal transactions such as fundstransfers, bill payments, and remote check deposits.

Make a TransferThe Transfers tab enables you to quickly and easily transfer funds between two of youraccounts, deposits and withdrawals. You can make a one-time immediate transfer, a one-time future-dated transfer, as well as recurring transfers.

To make a transfer:

1. Tap the Transactions tab at the bottom of your application.

2. Tap the Transfers tab.

3. Select a From and To account from the account menus.

Note This can include both internal and external account transfers.



4. Enter a transfer amount and tap Set Amount.



5. Select a transfer date.



6. Tap Transfer Funds. A confirmation dialog appears indicating the transfer date.

Note All Pending and Processed Transactions appear in the right panel of thetransactions page.



Make a Recurring Transaction

You have the ability to create a recurring transaction for some types of payments ortransfers. A recurring transaction happens on a preset schedule that you determine. Eachrecurring instance of the transaction is scheduled when the previous instance of thetransaction has been processed. You can review or delete each recurring transaction on theTransactions page.

To create a recurring transaction:

1. Create your standard funds transfer and tap Repeat This Transaction. The RepeatTransfer window appears.



2. Tap the Frequency tab. The transfer frequency options appear.



3. Make your selection and tap the Duration tab. The transfer duration options appear.



4. Tap Repeat Forever or Repeat Until to end transfers after a specified number ofoccurrences or to end on a specific date.



5. Make your selection and tap Confirm. A confirmation window appears.

Make a Bill PaymentYou can conduct select ebanking transactions from the convenience of your mobile devicewhen you tap the Bill Pay tab on the Transactions page.

Note This feature is optional.

With the Bill Payment feature, you can:

l Create paymentsl Cancel pending paymentsl View payeesl View pending paymentsl View payment history

Note You must be an existing online bill pay user and enabled for mobile bill pay.



To make a bill payment:

1. On the Transactions page, tap the Bill Pay tab. A list of bill payees appears. The pendingand processed payments also appear in the right panel.

Note First-time users of this feature may be prompted to accept a disclaimer beforeproceeding.

2. Tap a payee. The payee tile flips to display the last four payments (if applicable).



3. To schedule a payment, tap the Pencil icon on the top right of the tile. The paymentaccount(s) display.



4. Select a From account from the list.

5. Enter the Amount, Delivery Method, and Delivery Date.



6. Tap Send Payment. A confirmation window appears and the pending paymentdisplays in the right bill payments panel.



Deposit a CheckRemote Deposit Capture is an optional feature allows you to use your mobile device camerato capture check images and use them to make a deposit using your mobile application.The Deposit Check tab also displays details and the status of the items captured as eitherpending or processed, representing the items' status through the capture process.

Note You can also track the status of your remote deposits from the Account Historyand Mobile RDC History pages in online banking.

To deposit a check:

1. Tap the Transactions tab on your application.

2. Tap the Deposit Check tab. A list of available To accounts appears.

Note First-time users of this feature may be prompted to accept a disclaimer beforeproceeding.



3. Select an account and enter the check number if prompted.

Note This step may not be required depending on your application's configuration.

4. Enter the amount as it appears on the check and tap Set Amount.



5. Tap Capture Image. A screen appears prompting the user to capture the front checkimage.



6. Position the check as directed on the screen and tap Capture Front.

7. A screen appears prompting the user to capture the back check image.



8. Position the check as directed and tap Capture Back.

9. A Summary page appears displaying the details of the transaction.



10. Review the transaction details. The option to retake check images is available if they arenot clear and legible.

11. Tap Submit Deposit. A window appears displaying the confirmation of a successfuldeposit.

CommercialWith the Q2mobility Apps, you can initiate and approve select Commercial Paymentsdirectly from your mobile device. To initiate a Single ACH Payment, Single ACH Receipt ora Domestic Wire Transfer, the transaction template must be already created in onlinebanking.

Note You must have commercial banking rights in online banking and be enrolled inmobile banking with your commercial user information. Additionally, you willonly see the transaction types and templates for which you have access.

ACH PaymentTo create and authorize an ACH Payment transaction:

1. Tap the Commercial tab on your application. The Commercial page appears displayingthe following commercial options:



l ACH Paymentl ACH Receiptl Domestic Wire

2. Tap the ACH Payment tab (if the option is not displayed by default). The ACH Paymenttemplates appear.

3. Tap a template tile to view the payment details.



4. If necessary, you can make adjustments to the template details. Otherwise, select a datefor the transaction and tap Submit.

Note You cannot adjust the destination account.

5. A screen appears indicating the ACH Payment is in a Drafted status.



6. Tap Authorize. You may be prompted to select a TAC Target that you have establishedin online banking.

7. Enter your access code and tap Authorize.



8. A screen appears indicating the ACH Payment is in an Authorized status.

ACH ReceiptTo create and authorize an ACH Receipt transaction:





2. Tap the ACH Receipt tab (if the option is not displayed by default). The ACH Receipt(collection) templates appear.

3. Tap a template tile to view the receipt details.





5. A screen appears indicating the ACH Receipt is in a Drafted status.



6. Tap Authorize. You may be prompted to select a TAC Target that you established inonline banking.




8. A screen appears indicating the ACH Receipt is in an Authorized status.

Domestic WireTo create and authorize a Domestic Wire transaction:





2. Tap the Domestic Wire tab (if the option is not displayed by default). The DomesticWire templates appear.

3. Tap a template tile to view the domestic wire details.





5. A screen appears indicating the Wire Transfer is in a Drafted status.



6. Tap Authorize. You may be prompted to select a TAC Target that you established inonline banking.




8. A screen appears indicating the Wire Transfer is in an Authorized status.

View ATM and Branch LocationsOn the Q2mobility Apps Sign In and Branches pages, you can quickly view your FI's ATMand branch locations on the map. You can also tap a placemark icon on the map to viewaddresses, contact information, and hours of operation.



1. Tap the Branches tab. A map appears displaying a list of ATMs and branch locations.The addresses and distances to the locations also display in the right panel.

Note Depending on your device's configuration, you may be prompted to enter yourzip code to view the nearest locations. Additionally, if your device's LocationServices are turned off, ATM/Branch locations will be based on approximationsand the current location indicator may not display (typically represented by ared pin or blue dot).

2. Tap an ATM or branch location placemark icon on the map (or a location in the rightpanel). Additional ATM/branch details display.



3. Tap Get Directions to access the most efficient route from your current location.



4. If you select the Get Directions option, you can also swipe the lower right corner of themap to access additional map functionality.



View News and RatesYou can access news and rates RSS feeds from the News tab within the application as wellas from the Sign In page.



SettingsThe Settings feature allows you to create/edit your personal online profile and change yourpassword as needed.

To create/edit your personal profile:

1. Tap the Settings button located at the top right of any tablet page. The Settings pageappears.

2. Tap Profile. The Profile and Contact Information entry fields appear.



3. Enter/edit information and tap Save Changes to update your profile.

To change your password:

1. Tap Edit Password. The Password entry fields appear.



2. Enter your old password.

3. Enter and confirm your new password and tap Change Password to update yourpassword.





PrefaceAudiencePurposeConventionsProduct DocumentationObtaining Documentation and Support

Chapter 1: OverviewChapter 2: Administrative TasksEnable Mobile Banking in Q2central

Chapter 3: End User TasksDownload the ApplicationSign InFirst-Time Users

Interstitial PageDashboardView Account DetailsSummary Metrics

Messages and AlertsView MessagesReply to a MessageCreate a New MessageDelete a Message

TransactionsMake a TransferMake a Recurring Transaction

Make a Bill PaymentDeposit a Check

CommercialACH PaymentACH ReceiptDomestic Wire

View ATM and Branch LocationsView News and RatesSettings

Documents

Mobile Banking User Guide - Citizens Bank The · 2018. 4. 3. · MOBILE BANKING USER GUIDE Q2EBANKING IS OUR MOBILE BANKING PROVIDER AND HAS PREPARED THIS Q2MOBILITY APPS USER GUIDE