First Citizens Bank Digital Banking for Consumers User Guide

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3-11-24

Digital Banking for Consumers User Guide

Published by Murphy & Company, Inc. 13610 Barrett Office Drive

St. Louis, MO 63021 www.mcompany.com

© 2009-2023 Murphy & Company, Inc. Macintosh is a trademark of Apple Inc., registered in the U.S. and other countries. Android is a trademark of Google LLC. Adobe Reader is a registered trademark of Adobe Systems, Inc. © 2012 Portions of this guide were written by Q2 Software, Inc. iPhone, Touch ID and Face ID are a registered trademark of Apple, Inc. Apple is a trademark of Apple, Inc., registered in the US and other countries. App Store is a service mark of Apple, Inc. Zelle® and the Zelle® related marks are wholly owned by Early Warning Services, LLC and are used herein under license. Disclaimer Concepts, strategies and procedures outlined in this guide can and do change and may not be applicable to all readers. The content in this guide is not warranted to offer a particular result or benefit. Neither the author, publisher nor any other party associated with this product shall be liable for any damages arising out of the use of this guide, including but not limited to loss of profit, commercial, special, incidental or other damages. For complete product and service information, please refer to the terms, conditions and disclosures for each product and service.

Getting Started

Welcome to First Citizens Digital Banking! Whether you are at home or at the office using a mobile phone, tablet or laptop, we strive to make your Digital Banking experience easy and convenient. You can navigate this guide by searching a topic or clicking on a feature in the Table of Contents. Additional Quick Tips on this guide’s functionalities are below. Each section provides an overview and steps to help you during the Digital Banking experience. If you have additional questions, contact us at 888-FC DIRECT. QUICK TIPS SEARCH TABLE OF CONTENTS THUMBNAILS NOTES SHARE (CURRENT PAGE OR FULL DOCUMENT) SHARE VIA FACEBOOK, TWITTER, LINKEDIN OR EMAIL PRINT (FULL DOCUMENT, RANGE OF PAGES, CURRENT PAGE)

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Table of Contents Getting Started

Desktop New User Enrollment....................................................................................9 Mobile New User Enrollment ....................................................................................10 First Time Log In..........................................................................................................12 Logging In.....................................................................................................................14 Logging Off ........................................................................................................................... 15 Retrieve a Forgotten Username................................................................................16 Resetting a Forgotten Password ...............................................................................17 Home Page Home Page Overview .................................................................................................19 Account Summary Overview .............................................................................................. 21 Mobile Quicklinks........................................................................................................22 Accounts Account Transactions .................................................................................................23 Quick Transfer.............................................................................................................25 Account Nickname......................................................................................................26 Details & Settings........................................................................................................27 Account Grouping.......................................................................................................28 Editing a Group Name......................................................................................................... 29 Deleting a Group.................................................................................................................. 29 Mortgages ....................................................................................................................30 Security Protecting Your Information......................................................................................31 General Guidelines .............................................................................................................. 31 Login ID and Password........................................................................................................ 31 Fraud Prevention ................................................................................................................. 31 Mobile Log In Preferences .........................................................................................32 Enabling Touch ID ® or Fingerprint Login........................................................................... 32 Enabling Passcode Authentication .................................................................................... 34 Enabling Face ID ®.................................................................................................................................................................................................. 35 Disabling Passcode Authentication, Touch ID ® , Fingerprint or Face ID ® Login ............ 36 Apple® Watch .............................................................................................................37 Apple® Watch Setup ........................................................................................................... 37 Viewing Balances and Transactions .................................................................................. 37 Account & Card Alerts ................................................................................................38 Account Alerts ...................................................................................................................... 38 Card Alerts ............................................................................................................................ 39

Security Alerts..............................................................................................................40 Editing Delivery Preferences............................................................................................... 40 Message Center Overview .........................................................................................41 Sending a Secure Message ........................................................................................42 Payments & Transfers Move Money Overview...............................................................................................43 Pay Bills Overview.......................................................................................................44 Tools Overview............................................................................................................45 Move Money (Payments & Transfers) Transfer Funds Between Accounts...........................................................................46 Transfer to Another Customer .................................................................................48 Linking Someone’s First Citizens Account......................................................................... 48 Single Transfers Between First Citizens Accounts ........................................................... 50 Send Money with Zelle ® Enrollment .........................................................................51 One-time Enrollment........................................................................................................... 51 Adding a Trusted Recipient................................................................................................. 52 Send Money with Zelle ®................................................................................................................................................................ 53 Request Money with Zelle ® ...................................................................................................................................................... 55 Split Expenses with Zelle ® .......................................................................................................................................................... 56 Zelle ® Settings ..............................................................................................................57 View Payment and Transfer Activity .........................................................................58 Editing and Cancelling Transfers........................................................................................ 59 Pay Bills (Payments & Transfers) Credit Card and Loan Payments ...............................................................................60 Bill Pay Overview.........................................................................................................62 Creating a Payee Overview ........................................................................................64 Creating a Payee: Company.......................................................................................65 Editing a Payee ............................................................................................................67 Deleting a Payee .........................................................................................................68 Hiding or Unhiding Payees ........................................................................................69 Hide a Payee......................................................................................................................... 69 Unhide a Payee .................................................................................................................... 69 Scheduling Payments .................................................................................................70 Rush Delivery...............................................................................................................71 Recurring Payments ...................................................................................................73 Editing Payments ........................................................................................................75 Skipping Payments .....................................................................................................77

80 Adding an Account...................................................................................................... Setting Up eBills ..........................................................................................................79 Editing an Account ......................................................................................................81 Deleting an Account ...................................................................................................82 Editing Alerts ...............................................................................................................83 Categories ....................................................................................................................84 Deleting a Category ....................................................................................................86 Accessing Mobile Bill Pay ...........................................................................................87 Bill Pay Overview.........................................................................................................88 Creating a Payee: Company.......................................................................................91 Editing a Payee ............................................................................................................93 Deleting a Payee .........................................................................................................94 85 Editing a Category....................................................................................................... 90 Creating a Payee Overview ........................................................................................ 95 Hiding or Unhiding Payees ........................................................................................ Hide a Payee......................................................................................................................... 95 Unhide a Payee .................................................................................................................... 96 Scheduling Payments .................................................................................................97 Rush Delivery...............................................................................................................98 100 Recurring Payments ................................................................................................ Editing Payments ..................................................................................................... 102 Skipping Payments .................................................................................................. 104 105 Deleting Payments................................................................................................... Setting Up eBills ....................................................................................................... 106 Adding an Account................................................................................................... 108 Deleting an Account ................................................................................................ 111 Editing Alerts ............................................................................................................ 112 Categories................................................................................................................. 113 Editing a Category.................................................................................................... 114 Manage Recurring Payments ................................................................................. 116 View Payment Activity ............................................................................................. 117 Using Filters ....................................................................................................................... 117 Creating or Deleting Custom Views Using Favorites .................................................... 118 Tools (Payments & Transfers) Verifying a Personal External Account .................................................................. Revoking Authorization for External Transfer Accounts..................................... 121 110 Editing an Account ................................................................................................... 115 Deleting a Category ................................................................................................. 120 Deleting Payments......................................................................................................78

Mobile Check Deposits Mobile Check Deposits............................................................................................ 122 Manage My Money Initial Setup............................................................................................................... 123 Linking an Account............................................................................................................ 123 Unlinking an Account ....................................................................................................... 124 Categorizing Transactions ............................................................................................... 126 Splitting a Transaction...................................................................................................... 127 Digital Banking Home Page .................................................................................... 128 Spending Overview........................................................................................................... 129 Spending: Recategorizing a Transaction........................................................................ 130 Budgets Overview............................................................................................................. 132 Auto-generated Budgets.................................................................................................. 133 Budgets From Scratch ...................................................................................................... 133 Editing or Deleting a Budget............................................................................................ 134 Managing Budgets............................................................................................................ 135 Trends Overview ............................................................................................................... 136 Debts Overview................................................................................................................. 137 Net Worth Overview ......................................................................................................... 138 Cash Flow Overview.......................................................................................................... 139 Cash Flow Set Up .............................................................................................................. 139 Adding a Suggested Cash Event...................................................................................... 141 Creating Your Own Cash Event ....................................................................................... 142 Editing, Deleting or Skipping a Cash Event .................................................................... 144 Manage Cards To Activate a Card ............................................................................................................. 146 To Lock/Unlock Card......................................................................................................... 147 Statements & Documents Statements................................................................................................................ 148 Tax Documents ........................................................................................................ 149 Statement Delivery .................................................................................................. 150 FICO® Credit Score View FICO® Credit Score......................................................................................... 151 Monthly FICO® Email alerts ............................................................................................ 151

Service Center Order Checks............................................................................................................ 153 Request Check Copy................................................................................................ 154 Stop Payment Request............................................................................................ 155 Single Check ...................................................................................................................... 155 Multiple Checks ................................................................................................................ 156 Order Foreign Currency .......................................................................................... 157 Manage Basic Overdraft.......................................................................................... 158 Additional Services................................................................................................... 159 Open New Account........................................................................................................... 159 Fee Schedule ..................................................................................................................... 159 Online Agreement............................................................................................................. 159 Privacy and Security.......................................................................................................... 159 Customer Support ............................................................................................................ 160 Branches and ATMs................................................................................................. 161 Profile and Preferences Quick Balance........................................................................................................... 162 To Enable Quick Balance.................................................................................................. 162 To Use Quick Balance....................................................................................................... 163 Profile and Contact Information ............................................................................ 164 Account Preferences ............................................................................................... 165 Log In Preferences ................................................................................................... 166 Change Password ............................................................................................................. 167 Change Login ID................................................................................................................ 168 Secure Delivery ................................................................................................................. 169 Secure Delivery with International Contact Information ............................................. 170 Change Background ................................................................................................ 171

Getting Started Desktop New User Enrollment

If you’re new to Digital Banking with First Citizens, you need to complete the enrollment process the first time you log in. Once you complete these few quick steps, you’ll be on your way to banking everywhere you go! You can also enroll in Digital Banking at your local First Citizens branch. 1. Type firstcitizens.com into your browser, and click the Log In button. 2. Click the “Enroll Now” link. 3. Select your account type. Digital Banking is available for customers with First Citizens checking, savings, CD, IRA, consumer loan, credit card, lines of credit, brokerage account, trust account, or applicable mortgage accounts. 4. Fill out the Digital Banking Enrollment Form with the required information, and click the Submit button. Note : The details you provide are verified by comparing them to your contact information in our system. If the information does not match, call us at 888-FC DIRECT to update your profile. 5. Choose the contact method that allows First Citizens to reach you immediately with a Secure Access Code (SAC). This numbered code is only valid for a short time, and you will need to request a new one if it expires. If you close your browser before receiving the SAC, you can log in again and select the I already have a Secure Access Code button. 6. Enter the SAC and click the Submit button. 7. Choose whether to register your device for future logins. Note : If you are using your own personal computer or mobile device, registering that device helps you to avoid repeating the Secure Access Code process in the future. If you are using a shared device, we strongly suggest you do not register your devices. Not registering requires you to use a SAC, each time you log in. 8. Create your password. 9. Review both disclosures and the First Citizens Digital Banking Agreement, and click the I Accept button to agree to the terms and conditions. 10. Congratulations! You have successfully logged in to Digital Banking! If you have any questions or concerns, call us at 888-FC DIRECT.

Getting Started: Desktop New User Enrollment

Getting Started Mobile New User Enrollment

1. Navigate to the First Citizens Mobile or Tablet application, available in the Apple App Store ® and Google Play Store™, download the application, and navigate to the login screen. 2. Click the “Sign Up” link which can be found in the bottom center of the Mobile sign-on screen. 3. Select your account type. Digital Banking is available for customers with First Citizens checking, savings, CD, IRA, consumer loan, credit card, lines of credit, brokerage account, trust account, or applicable mortgage accounts. 4. Fill out the Digital Banking Enrollment Form with the required information, and click the Submit button. Note : The details you provide are verified by comparing them to your contact information in our system. If the information does not match, call us at 888-FC DIRECT to update your profile. 5. Choose the contact method that allows First Citizens to reach you immediately with a Secure Access Code (SAC). This numbered code is only valid for a short time, and you will need to request a new one if it expires. If you close your browser before receiving the SAC, you can log in again and select the I already have a Secure Access Code button. 6. Enter the SAC and click the Submit button.

Getting Started: Mobile New User Enrollment

7. Choose whether to register your device for future logins.

Note : If you are using your own personal computer or mobile device, registering that device helps you to avoid repeating the Secure Access Code process in the future. If you are using a shared device, we strongly suggest you do not register your devices. Not registering requires you to use a SAC, each time you log in. 8. Create your password. 9. Review both disclosures and the First Citizens Digital Banking Agreement, and click the I Accept button to agree to the terms and conditions. 10. Congratulations! You have successfully logged in to Digital Banking! If you have any questions or concerns, call us at 888-FC DIRECT.

Getting Started: Mobile New User Enrollment

Getting Started First Time Log In

After your first-time enrollment, logging in is easy and only requires your login ID and password. If you are logging in on a device that you have not previously registered, you need to request a SAC. Desktop 1

1. Click the Log In button. 2. Click the First Time Log In button. 3. Enter your ID and click the Submit button. 4. Choose the contact method that allows First Citizens to reach you immediately with a Secure Access Code (SAC). This numbered code is only valid for a short time, and you will need to request a new one if it expires. If you close your browser before receiving the SAC, you can log in again and select the I already have a Secure Access Code button. 5. Enter the SAC and click the Submit button. 6. Choose whether to register your device for future logins. 7. Create your password. 8. Review both of the disclosures and the First Citizens Digital Banking Agreement, and click the I Accept button to agree to the terms and conditions. 9. Congratulations! You have successfully logged in to Digital Banking! If you have any questions or concerns, call us at 888-FC DIRECT.

Getting Started: First Time Log In

Mobile

1. Click the “New User Log In” link. 2. Enter your ID and click the Submit button. 3. Choose the contact method that allows First Citizens to reach you immediately with a Secure Access Code (SAC). This numbered code is only valid for a short time, and you will need to request a new one if it expires. If you close your browser before receiving the SAC, you can log in again and select the I already have a Secure Access Code button. 4. Enter the SAC and click the Submit button. 5. Choose whether to register your device for future logins. 6. Create your password. 7. Review both of the disclosures and the First Citizens Digital Banking Agreement, and click the I Accept button to agree to the terms and conditions. 8. Congratulations! You have successfully logged in to Digital Banking! If you have any questions or concerns, call us at 888-FC DIRECT.

Getting Started: First Time Log In

Getting Started Logging In

1. Click the Log In button. 2. Use the drop-down to select a login type. 3. Enter your ID and password. 4. Click the Log In button.

Note : If you enter an incorrect password too many times, your account will be temporarily locked. Call us at 888-FC DIRECT for assistance.

Getting Started: Logging In

Mobile

Navigate to the First Citizens Mobile or Tablet application, available in the Apple App Store ® and Google Play Store™, download the application, and navigate to the login screen. 1. Enter your Login ID and Password. 2. Click the Log In button.

Logging Off For your security, you should always log off when you finish your Digital Banking

session. We may also log you off due to inactivity. 1. Click the Log Off tab in the navigation menu. 2. Close your internet browser.

Getting Started: Logging In

Getting Started Retrieve a Forgotten Username

If you happen to forget your username, you can easily retrieve it from the First Citizens Home page. If you enter the wrong password too many times, your access will be denied and you will need to call us at 1.888.FC DIRECT.

1. Click the Log In button. 2. Click the “Forgot ID” link. 3. Enter your account number, social security number or tax ID and email address on file in Digital Banking and click the Continue button. 4. Your login ID will then appear.

Getting Started: Retrieve a Forgotten Username

Getting Started Resetting a Forgotten Password

If you happen to forget your password, you can easily reestablish a new one from the First Citizens Home page—no need to call us!

1. Click the Log In button. 2. Click the “Forgot ID/ Password?” link. 3. Enter your login ID and click the Submit button.

Note : You may not be able to change your password if your account is locked or if you are resetting your password from an unregistered device or you are using an incompatible browser version.

Getting Started: Resetting a Forgotten Password

4. Choose the contact method that allows First Citizens to reach you immediately with a six-digit SAC. 5. Enter the SAC and click the Submit button. 6. Create a new password based on our password requirements, and click the Submit button when you are finished.

Getting Started: Retrieve a Forgotten Username

Home Page Home Page Overview

After logging in, you are taken directly to the Home page. This page is divided into three convenient sections to help you navigate to every feature within Digital Banking. Here you can view the balances in both your linked and First Citizens accounts, see your account summaries and more! G

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Home Page: Home Page Overview

A. The navigation bar appears in every view on the left side of the screen. You can navigate to Digital Banking features by selecting the appropriate drop-down tab. B. Your First Citizens accounts and linked external accounts are displayed in an account card with its balance. C. If you click an account name, you are taken to the Transactions page. Here, you can toggle to the Details & Settings page for additional information. You can also click the icon on the right side of an account card, and select View Activity for more details. D. The icon allows you to print a summary of current available funds in your accounts. E. You can expand or collapse account details by clicking the icon. You can also create a new group or edit the name of an existing group. F. If you click and hold an account card, you can drag and drop it to a new location to change the order your accounts appear. G. The Quick Actions links in the top right corner let you quickly access different Digital Banking features.

Home Page: Home Page Overview

Account Summary Overview If you ever need to quickly assess how much money is in all of your accounts, you can scroll down to Account Summary on the Home page. This interactive chart shows your total assets, represented by specific colors and percentages.

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A. Select the appropriate tab to view either your asset or debt accounts. B. The Total Assets widget gives you the total amount of money in your accounts and breaks down those funds into percentages. C. Each colored piece represents one of your First Citizens or linked accounts and displays its percentage of total funds and its balance. Hover the mouse over the colored piece to see additional information. D. Clicking "Next" or "Previous" lets you view different accounts and details. E. You can click the "View Transactions" link for more information.

Home Page: Home Page Overview

Home Page Mobile Quicklinks

When accessing Digital Banking from your iPhone ® or Android™ device, you will have quick access to frequently used services.

A D A. Use the Deposit Check Quicklink to access Mobile Check Deposit and quickly deposit checks. B. Transfer funds between previously linked First Citizens accounts or external accounts using the Transfer Funds Quicklink . C. Use the Manage Cards Quicklink to manage your debit and credit cards online. If you’re looking to activate your card, change your PIN, add new cardholders or report upcoming travel, this is the place to do that. D. Send money to family and friends anywhere using the Send Money with Zelle ® Quicklink . Zelle ® makes sending and receiving money as easy as emailing and texting. B C

Home Page: Mobile Quicklinks

Accounts Account Transactions

Selecting a First Citizens account on the Home page takes you to the Account Transactions page, where you can view every transaction pertaining to that account. From here, you can view details such as type of transaction, check images and account balances, so you stay organized and on top of your finances.

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Accounts: Account Transactions

A. On the Home page, you can click on an account name to view the Account Transactions screen. B. The current and available balances of that account displayed in the top right corner. C. The icon opens the search bar to find transactions with that account. D. Transactions can be sorted by time, type, amount or check number. Click the icon for more options. E. Make a quick transfer by clicking the icon. See page 25 for additional details. F. Export your transactions into a different format by clicking the icon. G. The icon lets you print a list of transactions. H. The icon indicates how the Date, Description and Amount columns

are sorted.

I. You can view more details about a transaction by clicking on it. J. The icon lets you print details about that transaction.

Accounts: Mobile Quicklinks

Accounts Quick Transfer

No need to run to a branch to move money from one account to another. If you’re ever in a rush, the Quick Transfer option is a simple and fast way to make a transfer. Note : Quick Transfer is only available for DDA’s. It’s not available on loans or credit card accounts.

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1. Click the

icon on the right side of an account card and select Quick

Transfer. 2. Select the “From” and “To” accounts using the drop-downs. 3. Enter an amount to transfer. 4. Enter a transfer date. 5. (Optional) Click the Advanced Options button to be display Frequency options. 6. Click the Transfer Funds button when you are finished. Accounts: Quick Transfer

Accounts Account Nickname

Change an account’s nickname directly from the Home page.

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1. Click the

icon on the right side of an account card and select Nickname

Account. 2. Enter a new account nickname. 3. Click the Save button when you are finished.

Note : You can also nickname your account on the Details & Settings page. Go to page 27 for more information.

Accounts: Account Nickname

Accounts Details & Settings

View additional details about an account and change the account’s visibility.

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1. Click the

icon on the right side of an account card and select View Details.

2. Click the icon to edit the display name. 3. Use the switches to toggle whether or not your account is visible on the Home page or within Manage my Money.

Accounts: Details & Settings

Accounts Account Grouping

You can organize your internal and linked accounts into groups, so the Home page appears in a way that makes sense to you. These groups can always be changed or deleted to meet your needs.

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1. Create a new group by clicking the 2. Use the drop-down to select an account. 3. Enter the group name. 4. Click the Save button.

icon and selecting “Create new group.”

Accounts: Account Grouping

Editing a Group Name The names of existing groups can be edited in just two easy steps.

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1. Click the icon and select “Edit group name.” 2. Enter a new name and click the check mark when you are finished. Deleting a Group After a group is made, you can reorganize the Home page by deleting a group without removing those accounts from the Home page.

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1. Remove all accounts from a group by clicking and holding an account tile and dragging it to another group and dropping it. 2. Click the Yes, delete button to delete the group.

Accounts: Account Grouping

Accounts Mortgages

Access mortgage details, make mortgage payments, view your mortgage payment history and more.

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1. On the Accounts page, click on a mortgage account tile.

Accounts: Mortgages

Security Protecting Your Information

Here at First Citizens, we do everything we can to protect your personal information and provide you with a dependable online experience. However, we rely on you to take further precautions to assure the safety of your accounts. By following our tips, Digital Banking can be a secure and efficient method for all your banking needs. General Guidelines • Make sure your operating system and antivirus software are up to date. • Always use secure wireless (WiFi) networks that require a login ID and password. • Never leave your computer unattended while using Digital Banking. • Monitor your recent account history for unauthorized transactions. • Always log off of Digital Banking when you’re finished and close the browser. Login ID and Password • Create strong passwords by using a mixture of uppercase and lowercase letters, numbers and special characters. • Do not create passwords containing your initials or birthday. • Change your passwords periodically. • Memorize your passwords instead of writing them down. • Only register personal devices, and avoid using features that save your login IDs and passwords. Fraud Prevention • Do not open email attachments or click on links from unsolicited sources. • Avoid giving out personal information on the phone or through email. • Shred unwanted sensitive documents including receipts, checks, deposit slips, pre-approved credit card offers and expired cards. • Act quickly. If you suspect your financial information is compromised, call us immediately at 888-FC DIRECT.

Security: Protecting Your Information

Security Mobile Log In Preferences

Within First Citizens’ Digital Banking app, you have the ability to set up security preferences that are not available on a desktop computer. These additional preferences make signing into the mobile version of Digital Banking quick and easy, but also add an extra layer of security to your private information while you are on the go! Enabling Touch ID ® or Fingerprint Login Touch ID ® and Fingerprint Login use fingerprint recognition technology, allowing you to perform tasks on your Apple ® or Android TM device with just your fingerprint. With this feature enabled, you can quickly and securely access your accounts using our mobile app! Apple ®

Android TM

Sign in to First Citizens’ Digital Banking app and tap the Menu button. In the Profile & Preferences dropdown, click Log In Preferences . Toggle the Touch ID ® or Fingerprint Login switch from “Off” to “On.” 1. Review the information about using fingerprint authentication and tap the Continue button. 2. Enter your login ID and password, and tap the Authorize button.

Note : You must have Touch ID ® or Fingerprint Login enabled on your mobile device before enabling it through our Digital Banking app.