In an effort to improve the efficiency of our operations and to continue to provide our Clients with exceptional products and services, SmartBank will be undergoing a conversion of its core operating system at the close of business on March 28, 2014.
Our goal is to make this transition as smooth as possible for our Clients, and there are a few things you need to know. Frequently Asked Questions are provided below:
Why is SmartBank completing a core conversion?
SmartBank wants to continue to offer the best in products and services to our Clients as well as maximize operational efficiencies. The core conversion is a major step in accomplishing both goals. Later in this communication, we address new services you can expect by Summer 2014. We’re excited to share those with you!
Will my account number(s) stay the same?
Yes. You will have the same bank account number(s) you have currently for checking, savings, money market, CDs, IRAs, and loans.
May I continue to use my current SmartBank checks?
Yes. You may continue to use your SmartBank checks. We’ve recently partnered with RR Donnelley for our check printing needs; therefore, please contact us when you are ready for a re-order and we’ll be glad to assist you.
May I continue to use my existing debit card?
Yes. You may continue to use your current debit card throughout conversion and at all times thereafter. You will not need a new debit card.
Will there be a period of time I do not have access to my funds due to the systems conversion on March 28, 2014?
We do not anticipate there being any time you will be unable to access your funds by debit card or check. We planned the conversion over a weekend (March 28th – 30th) to minimize the impact on you, while offering complete access to your funds. However, please carry an alternative form of payment during conversion weekend in case SmartBank experiences an unplanned disruption of service. Should you have further questions, please contact our Conversion Hotline at 865.453.2650 or 866.290.2554 (toll free).
When can I expect to receive my deposit account statement(s)?
We will generate a deposit account statement at the close of business on March 28, 2014 for all deposit accounts. If you have a business checking account, statements will be generated three days later on the last day of the month. Therefore, business checking account holders will receive two statements for March. If you have a personal checking account, statements will be generated on the 15th of each month, beginning April 15, 2014. Savings account statements will be generated quarterly, beginning March 31, 2014. If your statement cycle falls on another day per your request, statements will be generated on that day in April.
Will my current direct deposits and automatic drafts be affected?
Since your account number is not changing, all current direct deposits or automatic drafts will continue to be processed normally.
How does the systems conversion affect online banking and bill payment?
Your online banking access will be suspended at 6:00 pm EDT on Friday, March 28th. The online banking system is the same one that you use today. Account and transaction history will remain in the system, and your log-in information will remain the same. Bill payment services will be suspended at 6:00 pm EDT on Friday, March 28th. All payments previously scheduled for March 28th or the week of March 31st – April 4th will process normally. Payee and payment history will remain in the system, and you will continue to maintain single sign-on access to bill payment. Access to online banking and bill payment services will be restored at 8:00 am EDT on Monday, March 31st.
Will I need to re-enroll in e-statements?
After conversion, you must re-enroll in the e-statement module of online banking in order to continue receiving e-statements. Re-enrolling is very easy to do and will take less than three minutes. Simply sign in to online banking, hover over the “Accounts” menu, then select “Account Statements” and follow the simple instructions. If you previously had access to e-statements but did not utilize online banking, you must complete a few simple steps to re-enroll for
e-statements. On March 31st or anytime thereafter, you may enroll in SmartBank’s online banking service. Once this enrollment has been completed, you can re-enroll in e-statements within online banking by following the steps above.
Can I expect any new product offerings once SmartBank has completed the conversion?
We are very excited about several new features that will be ready by Summer 2014. Here is a sneak peak of what is to come:
• iPad app – SmartBank’s iPad app will be launching in the App Store just prior to conversion. Be on the lookout! We think you will love it.
• Mobile deposit capture – This exciting feature allows you to sign into the SmartBank app on your Smartphone or iPad and make a deposit from wherever you happen to be!
• Mobile bill pay – Forget to schedule your electronic payment? No problem! You can sign in to the SmartBank app, pay your bill, and go about your day.
• SmartPay – Whether you use a mobile phone, tablet or computer, with SmartPay, you can now pay people instantly in a few simple steps!
In addition, Commercial Clients can expect enhanced security measures in the form of tokens for submitting ACH and/or wire transactions, as well as an improved positive pay system.
Who should I contact if I have questions during the process of the systems conversion?
We have established a Conversion Hotline to assist you during this transition. The numbers are865.453.2650 or 866.290.2554 (toll free). Please call these numbers during normal business hours or from 8:00 am to 8:00 pm EDT Friday, March 28th and Saturday, March 29th and from 12:00 pm to 6:00 pm EDT Sunday, March 30th. The Conversion Hotline team will also be available the week following conversion (March 31st – April 4th) from 8:00 am to 8:00 pm EDT daily.