2024 Core Conversion Core Banking System Upgrade

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2024 Core Banking System Upgrade

We are pleased to announce that Open Bank will be implementing a major upgrade to our core banking system, starting on Friday, November 8th. This significant enhancement reflects our ongoing dedication to advancing our technology to meet the highest industry standards and offer you a more personalized and enriched banking experience. The upgrade will feature the latest proven technologies, aimed at ensuring faster, smoother, and more efficient services. We believe these improvements will greatly enhance the quality of our services and better serve your banking needs.

Goals and Benefits

This upgrade’s main goals are to substantially improve system performance, strengthen security measures, and introduce innovative features to enhance financial management’s ease and convenience. These upgrades are designed to deliver a more robust and secure platform, ensuring a seamless and efficient user experience. It is expected that these enhancements will provide significant benefits by offering access to cutting-edge tools and technologies for effective financial management.

  • Enhanced Performance:
    • Faster processing times and improved responsiveness for a better user experience
  • Improved Security:
    • Advanced security protocols to enhance the protection of the bank and customer financial data
  • Innovative Features:
    • New tools and functionalities designed to simplify and enhance our banking activities

Timeline

The upgrade is scheduled to commence after business hours on Friday, November 8th and is expected to be completed before the start of business on Tuesday, November 12th. This carefully planned timeline aims to minimize any disruption to daily operations and ensure a smooth transition.

  • November 8, 2024:
    • Upgrade Initiation
  • Nov 9, 2024 - Nov 11, 2024:
    • Brief Service Disruption
  • November 12, 2024:
    • System Go-Live

What to Expect During the Upgrade

Please be aware of a brief service interruption while we transition to the new system starting Friday, November 8, 2024. Most services will be restored at the start of normal business hours on Tuesday, November 12, 2024.

  • ATMs, Debit Cards & Telephone Banking
    • Some Branch ATMs will not be available for deposit and PIN Change during the ATM upgrade process.
  •  Statements
    • A special statement of Checking and Savings will be issued on Friday, November 8, 2024, which will include a payment of all accrued interest, if applicable. You will receive your next statement on your regular statement cycle thereafter.

Actions Required Prior to and After the Conversion

  • Account Activity
    • You may print or save your account activity prior to the system upgrade, if desired. 
  • Account Number
    • There will be no change to your existing account number. However, when you re-order checks through the Open Bank Online Banking system or at one of the Bank offices, the current eight digits of your account number will be printed with an additional two leading zeros to form a 10-digit account number. For example, if your current account number is 01234567, the account number on the re-generated checks will be 0001234567. Your current checks with eight digits will still be accepted for processing.
  • Cash Management
    • For Cash Management Services clients, one user will now be assigned a company administrator role. Please review the Administrator section below for additional information.
  • Debit Cards
    • You may continue to use your card, but you may experience some interruption of services when using our ATM or your debit card from the evening of Friday, November 8, 2024, to November 11, 2024.
    • The Lost/Stolen card contact number after business hours is changed to 800-754-4128.
  • Debit Card Rewards Program
    • Your UChoose Rewards Program and earned points will be ending at the close of business on 11/8/2024, and you will have until this date to redeem your UChoose Rewards Program points. The new Scorecard® program will begin on or around 11/21/2024. Any unredeemed UChoose Rewards points will be transferred over to the new Scorecard® program. Earning points or redemption will not be available at the end of business during the period between 11/8/2024 and 11/21/2024.
    • Once the conversion/transfer process is completed on or around 11/21/2024, we will post updated information via the Bank website to assist you in creating login credentials or visit www.scorecardrewards.com to create login credentials on or after 11/21/2024.
  • New Telephone Banking System
    • The current Telephone Banking number, 888-378-7863, will be operational for all functions until the evening of November 8, and will be available for inquiries only until November 10. Effective November 13, the new Telephone Banking number, 800-325-3679, will be active. You will need to enroll and create a new PIN number to utilize the new Telephone Banking system.
    • To enroll:
      • For consumer accounts (personal), the User ID/Alternate Access ID will be your full Date of Birth plus last 4 digits of your social security number (SSN)/tax ID number (TIN): MMDDYYYYSSSS. The initial PIN is the last 4 digits of your SSN/TIN. When you first login, the system will prompt you to change your initial PIN. Example: if your date of birth is 7/1/1970 and last 4 digit of your SSN is 3333, input 070119703333 as your User ID/Alternate Access ID and the initial PIN will be 3333.
      • For the non-consumer accounts (business), please contact the Deposit Call Center (213-593-4895) or call the Bank’s main phone number at 213-892-9999, option 4 for Branch and Deposit Account Inquiry for us to create your User ID/Alternate Access ID.
  • Payment Scheduling
    • Online banking and mobile banking access will be removed after business hours on Friday, November 8, 2024, schedule your payments early to ensure they are processed on time and prior to Friday, November 8, 2024.
  • Recurring Payments
    • Save a list of your recurring payments for ACH, Bill Pay, External Transfer, Internal Transfer, and Zelle.
  • Statement Access
    • If you need access to your statements, you should download them before access is removed on Friday, November 8, 2024. We recommend you save copies of your statements from June 2024 to November 2024 as those statements may not be available in the new system until February 2025. If you need any statement copies during this time, please contact the branch for assistance. 
  • Update your Phone Number
    • Ensure your phone number is up to date. If you need to change your phone number, please contact the branch for assistance. Your phone number should be updated on our current system for all companies and users prior to November 8, 2024.

Online Banking & Mobile Banking

Online Banking

Initial log in after conversion: You will log in using your existing username and a temporary password (Zip Code + Last 4 SSN/Tax ID). Additional log in information is in Upgrade Guide - Open Bank.

  • Account Activity and Check/Deposit Images
    • 24 months of your account activity will be available after the conversion date, beginning Tuesday, November 12, 2024.
    • Previous check images should be available after the conversion date, beginning Tuesday, November 12, 2024. However, check images from June 14, 2024, to November 8, 2024, may not be available until February 2025. If you need any check image copies, please contact the branch for assistance.
    • Previous deposit images will not be available after the conversion. Only new deposit images will be available beginning Tuesday, November 12, 2024. If you need prior deposit image copies, please contact the branch for assistance.
  • Account Nicknames
    • Account nicknames will not transfer to the new system. You will need to set up account nicknames again after the conversion date, beginning Tuesday, November 12, 2024.
  • Alerts
    • Alerts access will be removed on Friday, November 8, 2024. Your existing alerts will not transfer to the new system. You will need to create new alerts after the conversion date, beginning Tuesday, November 12, 2024. You may view your current alerts in online banking under “Alert Options”.
  • Bill Pay
    • Bill Pay access will be removed the morning of Thursday, November 7, 2024. Your bill pay payee information will transfer to the new system. Scheduled and recurring payments will continue to process. The past 6 months of bill pay history to current will transfer to the new system; however, it will not be available for review until the evening of Thursday, November 14, 2024. eBills will need to be re-established, as those will automatically be cancelled by the current Bill Pay provider.  
  • Enrollment
    • Online banking enrollment will be removed on Monday, November 4, 2024. You will not be able to self-enroll in online banking until after the conversion date, beginning Tuesday, November 12, 2024.
  • e-Statements
    • e-Statements access will be removed after business hours on Friday, November 8, 2024. Your e-Statements settings will transfer to the new system. However, to continue to receive an electronic notification that your e-Statement is available, you may need to re-accept the terms and conditions after the conversion date, beginning Tuesday, November 12, 2024.
    • You will have access to e-Statements after the conversion but e-Statements from June 2024 to November 2024 may not be available until February 2025. If you need any statement copies during this time, please contact the branch for assistance.
    • e-Statement enrollment will be removed on Monday, November 4, 2024. You will not be able to self-enroll in e-Statements until after the conversion date, beginning Tuesday, November 12, 2024.
  • External Transfer
    • External transfer access will be removed on Monday, November 4, 2024. Transfers submitted prior to November 4 will be processed through Friday, November 8, 2024. External accounts will need to be added after the conversion date, beginning Tuesday, November 12, 2024. For scheduled/recurring loan payments due between Monday, November 4, 2024 to Monday, November 11, 2024, we recommend you submit them prior to November 4, 2024 to avoid incurring a late payment fee.
  • Internal Transfer
    • Internal transfer access will be removed on Friday, November 8, 2024. Your recurring internal transfers will transfer to the new system. You do not need to set up your recurring internal transfers again. You will have access after the conversion, beginning Tuesday, November 12, 2024.
  • Stop Payments
    • Stop payment access will be removed on Friday, November 8, 2024. Your outstanding stop payment requests will transfer to the new system. You do not need to enter the stop pay information again. You will have access after the conversion, beginning Tuesday, November 12, 2024.
  • Zelle
    • Zelle access will be removed the morning of Thursday, November 7, 2024. You will not be able to send or receive Zelle payments until Tuesday, November 20, 2024. If you need immediate Zelle access, you may download the standalone Zelle app on Friday, November 8, 2024. Beginning Wednesday, November 20, 2024, you will need to re-enroll in Zelle.
    • Future-dated and recurring Zelle transactions will not be available after the conversion. However, these functions should be available again in the future.

Mobile Banking

  • Mobile App (Apple AppStore and Google PlayStore)
    • You will need to download the new Open Bank mobile app after the conversion date, beginning Tuesday, November 12, 2024. You should delete the old Open Bank apps from your phone. You must log into online banking first before using the new mobile app.
    • Fast balance will no longer be available after the conversion date. You will need to log in to the app to view your account balances.
    • Mobile banking enrollment will be removed on Monday, November 4, 2024. You will not be able to self-enroll through mobile banking until after the conversion date, beginning Tuesday, November 12, 2024.
mobile app for consumers
Consumer
mobile app for business
Business
Apple app store
Google play store

  • Mobile Deposit
    • Mobile deposit access will be removed on Friday, November 8, 2024, by 11:00 AM PT. You cannot make mobile deposits until after the conversion date, beginning Tuesday, November 12, 2024.
    • Auto-capture feature will no longer be available after the conversion date. You will need to select the camera icon to capture the image of the check.

Cash Management Services

Initial log in during Preview Period and/or after conversion:  You will be assigned a new Company ID that will be used to log in to the new cash management services site. You will use your existing username minus any special characters, and a temporary password will be provided to you. Additional login information will be provided prior to the preview period that is scheduled from Monday, October 28, 2024, to Thursday, November 7, 2024. You will be prompted to update the temporary password to proceed. The updated password will remain when we go live on Tuesday, November 12, 2024.

  • Account Activity and Check/Deposit Images
    • 3 months of your account activity will be available beginning Tuesday, November 12, 2024. The remaining 21 months will be available by Monday, November 18, 2024.
    • Previous check images should be available after the conversion date, beginning Tuesday, November 12, 2024. However, check images from June 14, 2024, to November 8, 2024, may not be available until February 2025.  If you need any check image copies, please contact the branch for assistance.
    • Previous deposit images will not be available after the conversion. Only new deposit images will be available beginning Tuesday, November 12, 2024. If you need prior deposit image copies, please contact the branch for assistance.
  • Account Nicknames
    • Account nicknames will not transfer to the new system. However, your Administrator will be able to change account nicknames after the conversion date, beginning Tuesday, November 12, 2024.
  • ACH Origination
    • ACH origination access will be removed on Friday, November 8, 2024. Your recurring ACH transactions will not transfer to the new system. 
    • Your existing ACH templates will transfer to the new system. However, you can save or print out your ACH templates for your records.
    • You will no longer be able to process ACH reversals after the conversion. You will need to contact the bank for assistance with reversing ACH batches.
  • Administrator
    • One administrator user will be assigned for each company profile. The administrator will have the ability to add additional users, including authorizing additional administrator roles. This new feature provides you more control with account access and user privileges. Administrators will be able to create new users, assign user limits, conduct user maintenance, reset passwords, and much more. If you currently have multiple users, one user will be assigned the Administrator role, who can add additional users and assign roles, limits and access rights. User updates may be made during the Preview Period beginning Monday, October 28, 2024 or once live on Tuesday, November 12, 2024.
  • Alerts
    • Alerts access will be removed on Friday, November 8, 2024. Your existing alerts will not transfer to the new system. You will need to set up your new alerts after the conversion date, beginning Tuesday, November 12, 2024. You may view your current alerts in online banking under “Alert Options”.
  • Cash Vault Services - Smart Safe
    • For smart safe clients, you will receive provisional credit on Friday, November 8, 2024.
  • e-Statements
    • CMS clients will now be able to enroll in e-Statements after the conversion date, beginning Tuesday, November 12, 2024. You will have access to e-Statements after the conversion but e-Statements from June 2024 to November 2024 may not be available until February 2025. If you need any statement copies during this time, please contact the branch for assistance.
  • e-Wires
    • e-Wire access will be removed on Friday, November 8, 2024. Your existing e-wire templates will transfer to the new system. However, you can save or print out your e-wire templates for your records.
    • NOTE: Your existing e-Wire templates will transfer to the new system but if your existing e-Wire templates do not have the address information filled out in the beneficiary or beneficiary institution sections, the address will convert with “No Address” in those fields. You may update your existing templates to include an address now or you may update them once we go live beginning Tuesday, November 12, 2024. 
    • You will no longer be able to purchase your own foreign currency for e-wires. You may submit the foreign currency wire request online and the bank will use our buying rate of exchange for U.S. dollars to purchase it on your behalf. You may contact the bank if you would like to receive the rate information.
  • Internal Transfer
    • Internal transfer access will be removed on Friday, November 8, 2024. Your recurring internal transfers will not transfer to the new system. You will need to set up your recurring internal transfers again. Recurring internal transfers may be created during the Preview Period or after live beginning Tuesday, November 12, 2024. These internal transfers will be active after November 12, 2024.
  • Loan and CD Account
    • Your loan and CD account information (if applicable) will be available on Wednesday, November 13, 2024.
  • Positive Pay (ACH Credit)
    • Positive Pay (ACH Credit) access will be removed on Friday, November 8, 2024. This service will not transfer to the new system. You will not have access to Positive Pay (ACH Credit) after Friday, November 8, 2024. If you need your ACH credit returned, you will need to contact the bank for assistance going forward.
  • Positive Pay (ACH Debit)
    • Positive Pay (ACH Debit) access will be removed on Friday, November 8, 2024. You will have access after the conversion, beginning Tuesday, November 12, 2024.
  • Positive Pay (Check)
    • Positive Pay (Check) access will be removed on Friday, November 8, 2024. Your outstanding issued items of 180 days or less will transfer to the new system. You will have access after the conversion, beginning Tuesday, November 12, 2024.
  • Remote Deposit Capture
    • Remote Deposit Capture access will be removed on Friday, November 8, 2024. A new driver must be downloaded to use RDC on the new system. We will provide you with additional details on how to install the new driver prior to conversion.
    • The following scanner models will remain compatible with the new system: Canon CR-50, Canon CR-120, Canon CR-L1 and Panini Vision X.
    • Single sign-on for Remote Deposit Capture will no longer be available after the conversion, beginning Tuesday, November 12, 2024. However, you will be provided a new username and password to access the Remote Deposit Capture site through our new Cash Management system. 
  • Small Business Bill Pay
    • Small business bill pay will be removed the morning of Thursday, November 7, 2024. Your bill pay payee information will transfer to the new system. Scheduled and recurring payments will continue to process. The past 6 months of bill pay history to current will transfer to the new system; however, it will not be available for review until the evening of Thursday, November 14, 2024. eBills will need to be re-established, as those will be automatically cancelled by the current Bill Pay provider.
  • Stop Payments
    • Stop payment access will be removed on Friday, November 8, 2024. Your outstanding stop payment requests will transfer to the new system. You do not need to enter the stop pay information again. You will have access to view and submit stop payment requests after the conversion, beginning Tuesday, November 12, 2024.
  • Tokens
    • Tokens will not transfer to the new system. You will need to download a new token and set up the connection to the new system during the Preview Period beginning Monday, October 28, 2024 or after the conversion date, Tuesday November 12, 2024. Please do not use your Business Mobile app for token setup at initial login.

Additional Services

  • Order Checks (Deluxe)
    • Order checks access will be removed after business hours on Friday, November 8, 2024. If you need to order checks, please contact the branch for assistance. You will have access after the conversion, beginning Tuesday, November 12, 2024.
  • QuickBooks/Quicken
    • QuickBooks/Quicken access will be removed on Friday, November 8, 2024. You will need to set up your WebConnect/DirectConnect connection to QuickBooks/Quicken after the conversion date, beginning Tuesday, November 12, 2024.

      Attention! QuickBooks/Quicken users must take action to ensure a smooth transition. Click here for more information

  • Secure Mail
    • Secure mail access will be removed after business hours on Friday, November 8, 2024. Your secure mail history will not transfer to the new system. You will have access after the conversion, beginning Tuesday, November 12, 2024.

Important Dates

Dates Reminders
October 28, 2024 - November 7, 2024CMS clients can preview the new cash management services online banking site prior to conversion on November 12, 2024. Administrators can assign roles/access/limits to existing users. Transactional activity and single sign on will not be available during the preview period.
November 4, 2024External transfer access will be removed.
November 7, 2024Zelle and bill pay access will be removed in the morning.
November 8, 2024Online banking and cash management access will be removed.
November 12, 2024Conversion is complete and you will access our new online banking and mobile banking.
On or After November 12, 2024Set up your recurring transactions, QuickBooks & Quicken connections, set up external transfers, set up account alerts and nicknames, re-enroll in e-Statement, download the new mobile app and set up Zelle.

Contact Us

We value your feedback and would appreciate hearing about your experience with the new system. If you have any questions or would like to provide feedback, please contact us using the information provided below.

  • Customer Support (Deposit and Loan Accounts)
    • Phone Number: (213) 892-9999
    • Option #4 - Deposits
    • Option #5 - Loans
    • Hours: (Deposits) Monday - Friday, 7:00 AM - 5:00 PM PST
    • (Loans) Monday - Friday, 9:00 AM - 5:00 PM PST
  • Home Loan Center
    • Phone Number: (877) 296-6736
    • Email: RMD@myopenbank.com
    • Hours: Monday - Friday, 9:00 AM - 5:00 PM PST
  • Cash Management Services
    • Phone Number: (213) 593-4848
    • Email: ebanking@myopenbank.com
    • Hours: Monday - Friday, 9:00 AM - 5:00 PM PST

Frequently Asked Questions (FAQ)

  • What is a core conversion?
    • A core conversion involves upgrading the bank’s main processing system—the software used by Open Bank to manage transactions and customer data. This update aims to enhance the quality of our services.
  • Why is Open Bank updating its core processing system?
    • As we continue to grow, upgrading our core processing system is essential to better serve our customers with more efficient products and services.
  • Will my personal data be protected during the conversion?
    • Yes, we assure you that your personal data will be protected and secure throughout the entire conversion process.
  • Will my deposit or loan account features or Terms and Conditions change?
    • No, there is no change to the Terms and Conditions of your deposit or loan account.
  • Will customer service be available during this period?
    • Yes, our deposit call center will be available during regular business hours, Monday through Friday from 7:00 AM to 5:00 PM PST to assist you. To reach our deposit call center, please dial 213-892-9999, Option #4.
  • Will my debit card and PIN change?
    • No, there will be no changes. However, due to the conversion, you may experience service interruptions when using our ATM or your debit card between Friday, November 8, 2024, through Monday, November 11, 2024. The Lost/Stolen card contact number after business hours will change. We will provide you with the new contact number prior to conversion.
  • What is the Preview Period?
    • The Preview Period is for Cash Management Services clients to establish additional access credentials and become familiar with the features in the new site. The Preview Period is available from Monday, October 28, 2024, to Thursday, November 7, 2024. IMPORTANT: Transactions cannot be processed during the Preview Period.
  • How can I view up-to-date information on temporary account limitations and service changes?