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We are currently experiencing temporary technical difficulties with our phone systems. Please contact customer service via email at [email protected] if you need assistance. Thank you.

We are pleased to announce that we are upgrading to a new core system on Monday, August 14. This upgrade will improve your digital banking experience and allow us to better serve you as a values-based bank. Service enhancements will include:

  • New-and-improved online banking
  • New-and-improved mobile banking app allowing person-to-person payments to friends and family, debit card deactivation at the touch of a button, and login-free account balance viewing
  • New debit cards with EMV-enhanced (chip) security features

We are working to ensure this transition is as smooth as possible for our customers. As we prepare, following are key service dates and important information for you to keep in mind. You can download the information on this page in our Conversion Newsletter which also mailed to all clients on July 1, 2017.

Important: New Online Banking Login Instructions

All users including business online banking sub-users will need to follow these instructions to login for the first time.

 

What You Need to Know

All Customers

Bill Pay

  • Bill Pay for individual customers will be unavailable from August 6 at 9:00 p.m. PDT until August 14 at 10:00 a.m. PDT. To ensure timely payment of bills during this time, please schedule applicable payments before system downtime. Payments scheduled to post during system downtime will be processed as scheduled, if scheduled by deadline.
  • Bill Pay for business customers will be unavailable from August 10 at 5:00 p.m. PDT until August 14 at 10:00 a.m. PDT. To ensure timely payment of bills during this time, please schedule applicable payments before system downtime. Payments scheduled to post during system downtime will be processed as scheduled, if scheduled by deadline.
  • Bill payment history will be available when the new system goes live on August 14. Customers needing access to payment history between August 7 and August 14 are encouraged to download a copy of their records no later than August 6.
  • With the exception of e-bill notices for individual account holders, all Bill Pay information, including vendors and scheduled payments, will transfer to the new system. Individual account holders must re-setup e-bill notices following the system upgrade.

Online and Mobile Banking

  • Online and mobile banking will be unavailable from August 10 at 5:00 p.m. PDT until August 14 at 10:00 a.m. PDT. For inquiries about transactions and your balance during this time, please call the branch during business hours. While we anticipate that debit cards will be available during this time, customers are encouraged to have alternative payment means available as a precaution.
  • Below is a link to step-by-step instructions on how to log into your online banking account and update your password following the system upgrade.
  • iPhone users’ devices will automatically update to the latest version of the app for users with auto-update activated.
  • Android users must delete the current version of the app and download the new version from Google Play. To find our app, search “New Resource Bank Computer Services Inc” on Google Play.
  • Individual customers only: The Personal Financial Management (PFM) product Money Manager, from Yodlee, will be replaced with a new PFM from Geezeo. Please be advised that customer data will not be retained following the system upgrade; please plan accordingly.
  • Quicken and Quickbooks users should download all activity and import it into the desktop version of Quicken or Quickbooks before online banking downtime begins August 10 at 5:00 PM PDT. Following the system upgrade, you will need to disconnect and reconnect* your accounting software on August 14 at 10:00 AM PDT when our new online banking launches.
  • QuickBooks Online and Mint users should expect downtime until August 21 for the conversion rollover.  QuickBooks Online users will need to reconnect and also may need to update login credentials.

Account Statements

  • Account statements for deposit accounts for the month of July will be available via online banking shortly.
  • An additional statement is being cut for August 1 through August 10 which will be available via online banking in the coming week. Because statements are being generated on August 10, interest-bearing accounts will be paid interest for the period between the last interest payment and August 10. Following this one-time scheduling exception, interest-bearing accounts will resume payment on customers’ regular accrual date. Service charges will not be assessed during this interim statement period.

ATM/Debit Cards

  • New EMV-enhanced (chip) debit cards will be mailed at the beginning of August to customers whose cards are set to
    expire during this month. Cards will be mailed to all other customers from September to November 2017 based on expiration dates.
  • Following the system upgrade, ATM withdrawal fee rebates will be posted differently. Withdrawal fee rebates will now appear on your account history as a simultaneous debit and credit.

Loan Customers

Account Numbers

  • Effective Monday, August 14, loan account numbers will change. New account numbers can be found on your next account statement. Existing auto payment(s) will automatically transfer to the new loan number.

Business Analysis Customers

Fees

  • Analysis fees will now be charged on the first business day of the month instead of the fifth business day of the month.

Key Dates for Customers

August

  • Early August 
    New EMV-enhanced (chip) debit cards will be mailed to clients whose cards expire in August and will be available for usage starting Monday, August 14. Current cards should be shredded and discarded.
  • August 6
    9:00 p.m. PDT – August 14 at 10 a.m. PDT
    Online Bill Pay will be unavailable to individual customers, including bill payment history. Payments scheduled before system downtime will be paid as scheduled.
  • August 10
    5:00 pm. PDT – August 14 at 10:00 a.m. PDT
    Online and mobile banking will be unavailable. For inquiries about transactions and your balance during this time, please call the branch during business hours.Online Bill Pay will be unavailable to business customers, including bill payment history. Payments scheduled before system downtime will be paid as scheduled.
  • August 14
    10:00 a.m. PDT
    The new iPhone and Android mobile app will be available.

September – November

  • All remaining debit cards will be reissued.

Online Banking Login Instructions

Download instructions on how to log in to Online Banking beginning Monday, August 14 at 10:00 a.m.

Questions?

Still have questions? Call us at 415.995.8100 during business hours, email [email protected], or send us a message using the form below.

Client Contact

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