The Tennessee Credit Union Core Conversion Features and Benefits

GEARING UP FOR GREATNESS CORE CONVERSION FEATURES AND BENEFITS

ABOUT THIS GUIDE

This benefit booklet was created to inform The Tennessee Credit Union (TTCU) members of upcoming changes at TTCU. This booklet contains a timeline of when these changes will occur and other helpful tips to ensure a smooth transition period.

MOBILE BANKING/APP/DEPOSITS. You must be enrolled in The Tennessee Credit Union Online Services to use TTCU Mobile Banking. Ask your mobile services provider about any charges. Message and data rates may apply. Our app supports Android 5.0+ and iPhone/ iPad iOS 10.3+. Not available for Android Tablet – view the full site or create a shortcut. iPad1, BlackBerry, and Windows Mobile are not supported. Mobile Deposits are subject to eligibility requirements and some limits apply. Apple and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries. Android is a trademark of Google Inc. Balance Alerts Notifications: Balance alerts are real-time and will be delivered upon processing. To manage the quiet hours for alerts, please use your phone's 'Do not Disturb' settings. There are no fees assessed by TTCU for this service. Message and data rates may apply. Check with your wireless or internet service provider for any charges that may apply for data usage.

TTCU Symbol is a registered trademark in the U.S.

The Tennessee Credit Union, N.A. Member NCUA. © 2019 The Tennessee Credit Union, portions © 2019 Murphy & Company, Inc.

LETTER FROM THE CEO

DEAR VALUED MEMBER, We would like to inform you of an exciting development happening at The Tennessee Credit Union. On September 23, 2019, we will be completing a conversion of our primary processing system. This conversion will allow us to better serve our members and enhance your online experience.

We began our process two years ago by researching operating systems that would allow us to streamline internal processes while enhancing our members' experience. The Tennessee Credit Union has more than 25,000 members and is quickly outgrowing our current core system. Finastra, a provider that facilitates a more efficient digital banking platform, will allow us to provide the following benefits: • Enhanced User-Interface for Mobile and Online Banking • Picture Bill Pay and Mobile Deposit Features • Debit Card Freeze Feature • Re-Designed Chip Debit Cards While most of the changes will happen behind the scenes, there will be some brief disruptions. We hope to work quickly and efficiently so this conversion is as seamless as possible for you. In the coming weeks, you will be receiving key information via mail, social media, and our website about our conversion including how your accounts and services will be affected. If you have any questions, please contact Member Services at 800-622-2535. Our staff is well prepared and ready to answer any questions you may have about the conversion. Once again, thank you for your continued loyalty with The Tennessee Credit Union. We are excited about this conversion and can’t wait to better serve you. Respectfully,

Michael D. Martin President/CEO The Tennessee Credit Union

WHAT’S NOT CHANGING

Before we get into what is changing, here’s what’s not changing.

BRANCH STAFF Our employees will continue to deliver the highest standard of service to all members. BRANCH LOCATIONS Our nine branch locations will remain open and continue to operate at our normal business hours.

OPERATING HOURS Lobby and drive-thru hours will remain the same.

PHONE NUMBERS Our branch phone systems will be active and our phone numbers will not change.

MEMBER SERVICE You will receive the same level of member service that you expect, but now with more ease and options.

MEMBER NUMBERS Member numbers will remain the same.

1234567

CHECKING ACCOUNT NUMBERS The account number printed at the bottom of your checks will not change.

123456789

WHAT’S CHANGING

IMPORTANT DATES & THINGS TO DO Transitioning to a new banking platform may seem disruptive or intimidating, but everyone here at TTCU is committed to providing our members with the tools and knowledge necessary for personal financial success and a sound financial future. While some Online Banking features may be changing, many of your favorites will remain the same. Additional features are included to help simplify your Online Banking experience. The following timeline reflects the major changes you can expect in the coming months:

• Members will receive two (2) statements—one from our old carrier and another from our new carrier—during the month of September. • Money orders will be no longer available. BEGINNING IN SEPTEMBER

SEPTEMBER 13-20, 2019 • All debit cards will be reissued with a new redesigned debit card. New debit cards can be activated on Monday, September 23.

WHAT’S CHANGING

• Bill Pay will be unavailable between September 13-20. Members will need to pay bills early if possible or after the conversion date. We recommend that you look ahead regarding any financial matters and take care of any business before the close of business Friday, September 13. SEPTEMBER 13-20, 2019

SEPTEMBER 20-23, 2019 • There will be no access to Online and Mobile Banking beginning Friday 6:00PM CST through Monday 7:30AM CST.

SEPTEMBER 23, 2019 • Our new system will be available for members to use at 7:30AM CST. • All TTCU account numbers will have changed. • Members can activate new debit cards. • All current debit cards will remain active until October 8. • Mobile Banking and Online Banking share a matching interface.

ACCOUNT NUMBER CHANGE

We’re making a few cosmetic changes to your sub account numbers. These changes will not impact the product names, access, or functionality of your accounts. Your member number will not change. Beginning on September 23, 2019, the following sub account types will have small changes on your statement and online/mobile banking platforms: • Deposit Accounts • Loan Accounts • Share Certificates Checking Account owners will also receive a new debit card with a new debit card number. HOW WILL MY SUB ACCOUNT NUMBERS CHANGE? The only thing that will change on your sub account is the underlying number. In most cases, sub accounts will transition from a single or two digit “suffix” to a combination of member number and suffix. The changes will be evident on your statements and online/mobile banking.

CURRENT SUB ACCOUNT NUMBER EXAMPLE: Current Line of Credit Loan: Member Number: 1234567

Line of Credit Loan after September 23: Member Number: 1234567 Line of Credit Loan (Sub Account): 123456760

Line of Credit Loan (Sub Account): 60

ACCOUNT NUMBER CHANGE

ONLINE/MOBILE BANKING EXAMPLE: (In this example, the member number remains 1234567 and the sub account number is 1)

Current Online/Mobile Banking: Sub Account Name: Summer Fun Sub Account Number: *67=1

New Online/Mobile Banking: Sub Account Name: Summer Fun Sub Account Number: (…5671)

Checking Account Sub Accounts will also have some cosmetic changes. On statements and online/mobile banking today, all checking accounts are identified with a “suffix” 7. After September 23, 2019, these accounts will be identified using the actual checking account number on your checks. We will mask these numbers to maximize the security of your account information. At most, you will see 4 of the 13 digits you currently see at the bottom of your checks.

DO I NEED TO REMEMBER ALL OF THESE CHANGES? Absolutely NOT! Your online/mobile access will actually improve with the same account names as you are accustomed to seeing each time you log in. In addition, our friendly staff is well prepared to help you access your account information as always at any of our branch locations or via telephone.

DIRECT DEPOSITS

UPDATING ACH & WIRES ACH (Automated Clearing House) payments are a type of electronic payment created when a member gives an institution, corporation, or individual the authorization to directly deposit funds into the member’s checking or saving account. This type of payment is also known as “direct deposit” and is commonly used for payroll. It allows members to quickly send and receive payments between an institution, corporation, or individual. During the conversion process, your paycheck will deposit as scheduled. There is no need for you to contact your employer. ACH transactions will post based on settlement dates provided by the companies.

DEBIT CARDS

Your new debit card will include an all-new card design, matte finish, and a new debit card number. But your PIN will remain the same.

All debit cards and ATM cards will arrive in the weeks leading up to September 23. It is very important we have your current mailing address, so you can receive your new debit card in a timely manner.

You can activate your new debit card beginning September 23. Make sure to follow the instructions included with the mailer to successfully activate your card.

Old cards will no longer be active Tuesday, October 8.

If you have any questions about these upcoming changes, please call us at 800-622-2535.

For safety purposes, please destroy your old card once your new card is activated or bring it to your local branch for safe disposal.

OTHER CHANGES

KASASA CHECKING The Monthly Qualification Cycle for KASASA Checking will change to the next to last business day of the prior month through the next to last business day of the current month. SUMMER PAY DAYS Summer Pay Days will be discontinued. Members that are currently enrolled should contact us for support at 800-622-2535. BILL PAY Bill Pay will be unavailable to members between Friday, September 13 to Friday, September 20. Members will need to pay bills before or after the conversion date, Monday, September 23. We recommend that you look ahead re- garding any financial matters and take care of any busi- ness before close of business Friday, September 13. MONEY ORDERS Money Orders will be discontinued on September 18. Cashier’s Checks will still be available to members for $5.00 per check. Members who qualify (age 55+) will still receive one free Cashier’s Check per month.

TELLER RECEIPTS Your receipts for teller transactions are changing. Receipts will now be portrait. They will also include details about your transactions. Members will temporarily sign hard copy receipts instead of signing electronically. TELEPHONE BANKING To use Express Call, first-time users will log in using the last four digits of their SSN number as their PIN. Once logged in, users can reset their PIN. STATEMENTS As we transition to our new system, members will receive two (2) statements in September 2019. The first statement will be sent from our old carrier and will be cut after September 20. A second statement will be sent from our new carrier beginning September 20 through September 30. If members lose a statement or do not receive one, TTCU will print said statement for members for free.

CHECKLIST

☐ ☐ Receive 2 statements in September ☐ ☐ Receive new debit cards ☐ ☐ Activate debit card on 9/23/19 ☐ ☐ Destroy your old card ☐ ☐ Log in to Online Banking ☐ ☐ Download new app and log in to Mobile Banking

DIGITAL BANKING OVERVIEW

We want to provide our members with an efficient and secure Online Banking experience. Beginning September 23, Online Banking and Mobile Banking will share a matching interface to provide members with a more coherent system. Our digital banking experience allows access to your funds across all devices and includes the latest security tools such as Fingerprint Login and Passcode Authentication.

TELLERS

ATMS

MEMBER SERVICE REPS

NEW CORE SYSTEM

MOBILE

TABLET

DESKTOP

A NEW MOBILE EXPERIENCE

We are completely redesigning our mobile banking interface to better meet your financial needs. Mobile Banking and Online Banking will now share a state-of-the-art interface providing you a consistent and efficient digital banking experience. Mobile Banking allows you to manage your finances on the go from nearly anywhere! Our mobile app is equipped with several features and functions including: • Mobile Deposit: Using the Mobile Deposit feature, you can upload images of the front and back of a check to deposit it to your account. • Picture Pay: Pay your bills and quickly create new payees by uploading a copy of your bill. • Account Alerts: Account Alerts can notify you when the balances in your accounts go above or below a number you specify. • Fingerprint Login: Uses fingerprint recognition technology to unlock your device using just your fingerprint.

MOBILE - ENROLLMENT

If you’re new to Mobile Banking with The Tennessee Credit Union, 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 from anywhere! 1. Download our free The Tennessee Credit Union Bank app from the app store.

2.

Click the “New User? Register Here” link.

3.

Review the Mobile Banking Services Agreement on the Disclaimer page and click the Accept button to agree to the terms and conditions.

4.

Fill out the Customer Verification Form with the required information and click the Verify button.

5.

Create your username. Click the Continue button.

6.

Create a new password based on our password requirements and click the Submit button when you are finished.

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 800-622-2535 to update your profile.

MOBILE - LOGGING IN AFTER ENROLLMENT

After your first-time enrollment, logging in is easy and only requires your login ID and password.

Enter your Username and Password then click the Log In button.

If you enter an incorrect password too many times, your account will be temporarily locked. Call us at 800-622-2535 for assistance. If you’ve locked yourself out of your application with too many incorrect password attempts, you can also use the steps in the “Resetting a Forgotten Password” section below to reset your password.

LOGGING OFF For your security, you should always log off when you finish your mobile banking session. We may also log you off due to inactivity.

1.

In the drop-down at the top-right corner of the page, click the Log Out button.

MOBILE BANKING - ACCOUNTS PAGE

When you log into Mobile Banking, you are brought to the Accounts Screen. All your accounts are listed in cards above your transaction history. Here you can view account balances, summaries, and more!

Your accounts are displayed in an account tile with their balances.

Click here to show details

about an account such as balances,

interest rates (if applicable), and due dates (if applicable).

When you click on the account tile, the transactions for that account are displayed.

MOBILE DEPOSIT

You no longer need to visit a branch to deposit a check. By using the Mobile Deposit feature, you can upload images of the front and back of a check to deposit it to your account. Our Mobile Deposit function is compatible with any Android or Apple device with a working camera. In the Sidebar Menu , click Mobile Deposit .

Click the Deposit A Check button.

Select an account using the “Deposit To” drop- down. Enter the amount of the deposit. Click the Check Front button to take a photo of the front of the check Click the Check Back button to take a photo of the back of the check Click the Submit button when you are finished.

MOBILE PAYMENTS - ACCOUNT TO ACCOUNT

ADDING AN EXTERNAL ACCOUNT Your private accounts at other financial institutions can be linked to Mobile Banking with The Tennessee Credit Union so you can transfer money between two banks without ever leaving home! In the Sidebar Menu , click External Transfers .

Click the Add Account tab.

Enter the routing number. Enter and confirm the account number. Use the drop-down to choose the account type. Enter the name on the account. Enter a nickname for the account. Click the Submit button when you are finished.

Follow the steps listed on the next screen to finish verifying your account.

MOBILE PAYMENTS - PERSON TO PERSON

SENDING MONEY The Person to Person feature allows you to send money to anyone immediately. By using their mobile phone number or email, you can send anyone electronic payments with just a few clicks. In the Sidebar Menu , click Pay a Person .

Click the Make A Payment tab.

Enter the name of the person you wish to pay. Use the drop-down to choose an account to send funds from. Use the drop-down to choose a send method. Depending on the send method: a. Enter the payee’s email address. b. Enter the payee’s phone number. Enter the amount to send. Click the Submit button when you are finished.

A NEW ONLINE BANKING EXPERIENCE

We want to provide our members with an easy and efficient online banking experience. Online Banking and Mobile Banking will share a matching interface to provide members with a more coherent system. Members will have to completely re-enroll in Online Banking before they can log in for the first time. Keep in mind, you will use the same login and password for both Mobile and Online Banking experiences. For members using our Bill Pay option, payees will be converted to the new interface. Past Bill Pay transaction history will not be converted to the new system, but is available on your statements.

ONLINE BANKING ACCOUNTS & DETAILS

After logging in, you are taken directly to the Accounts page. This page is divided into three convenient sections to help you navigate to every feature within online banking. Here you can view account balances, summaries, and more!

The icon located in the top right corner of the page allows you to access account settings, locations, contact

Your accounts are displayed in an account card with their balances. When you click an account card, the information in the Transactions section below changes to correspond with that account.

details, social buttons, alerts and more.

The sidebar menu appears in every view on the left side of the screen. You can navigate to Online Banking features by clicking on the name of the feature.

FAQs

Are my accounts still secure? Yes. As always, TTCU will take every precaution to ensure the security of all members, their account information, and records while we implement this new system. What should I do to prepare? This process should be seamless; a lot of the work will be taken care of behind the scenes. Schedule your normal online activities for before the close of business Friday, September 20. Because we will be transitioning systems over the weekend, many services will be unavailable after we close Friday, September 20, until we re-open Monday, September 23. The only exception is our Bill Pay system. Bill Pay will be unavailable to members between Friday, September 13 to Friday, September 20. Members will need to pay bills before or after the conversion date, Monday, September 23. We recommend that you look ahead regarding any financial matters and take care of any business before close of business Friday, September 13. How can I be sure that my account information will be correctly transferred to the new system? We’ve been working within our new system in a test environment for several months. All of your data has been verified, balanced, tested, and reviewed to ensure accuracy. Will my monthly statements remain the same? Members will receive two statements in the month of September. One statement will come from our old system; this

statement will cut after September 20. The other will come from our new system; this statement will be from September 20-30. If members lose a statement or do not receive one, TTCU will print said statement for members at no cost in branch. Will this affect my account number(s)? Will they change? All TTCU account numbers will be changing. This includes: deposit accounts, loans, mortgages, debit cards, and share certificates. Members will have one unique membership identification number that will link to all accounts owned by that member. All accounts currently denoted with suffixes will be converted to unique account numbers and fall under the membership ID number. Will I be able to use my debit card during this period? All current debit cards will be reissued. Your new debit card is expected to arrive September 13-20. Activate your debit card starting on September 23. All current debit cards will remain active until October 8. Will I be able to use my credit card during this period? Yes. Your credit card will work as usual. Will I be able to use my ATM card during this period? Yes. Your ATM card will be limited to $200 withdrawals for the weekend of conversion, September 20-23. New ATM cards will be issued and can be activated on September 23.

FAQs CONTINUED

If I lose my debit or credit card on one of these days, what do I do? Contact the Credit Union. We will provide a temporary solution to meet your needs. Can I continue to use my existing checks? Yes. Members should have no problems continuing to use their existing checks. Will my paycheck/Direct Deposit be accepted on Friday, September 20? Will I need to alert my employer? Yes. Your paycheck will deposit as scheduled. There is no need for you to contact your employer. Will I be able to deposit my check using the mobile banking app during the closure? No. Mobile Banking will not be available while we implement the new system. It will be available for use again Monday, September 23. Please do not make any deposits after 2:00 PM CST on Friday, September 20. Will my loan payment(s) be processed during this conversion period? All loan payments set up for an automated transfer will process as usual through Friday, September 20. Will online transfers between accounts be available? No. This service will not be available from the close of business Friday, September 20 through Sunday, September 22. Transfers that have

been scheduled ahead of time to run on Monday, September 23 will be ran before we re-open. Will I have to re-establish my Online Banking Transfers? Yes. You will have to set up your external transfers in your online banking. Will my automated payments go through? Yes. ACH transactions will post based on settlement dates provided by the companies. I have recurring payments set up. Will I need to reschedule these payments? Bill Pay will be unavailable to members between Friday, September 13 to Friday, September 20. Members will need to pay bills before or after the conversion date, Monday, September 23. We recommend that you look ahead regarding any financial matters and take care of any business before close of business Friday, September 13. Members will need to re-enroll in online bill payment with our new system. Bill Pay history will not be converted, but payees will be converted. Will a loan application from a Direct Dealer go through at this time? Yes. As long as the applicant is a TTCU member, the loan application will be processed through normal procedures.

FAQs CONTINUED

Will I be able to log into my Online Banking to check the balance on my account(s)? No. Online Banking will not be available from the close of business Friday, September 20, until we re-open on Monday, September 23. Will I be able to access ttcu.org? Yes. You may access our website, but Online Banking and forms will be unavailable after the close of business September 20 until we re-open on Monday, September 23. Will my transaction history prior to the conversion be available after the conversion through online banking? Yes. Your transaction history will load from January 2018 until current. Will I still be able to automatically import into Quicken? Yes. Will my TTCU mobile banking app work? No. Mobile Banking will not be available during this conversion period. It will be available with our new app beginning September 23. How do I access Online Banking after September 23? If you are on a mobile device or iOS tablet, please download our new app! If you are on desktop computer, laptop, or Android tablet, please access your Online Banking through our website at ttcu.org.

Will I be able to contact the Phone Center? Our Member Service will be available normal business hours M-Th. 8:00AM- 5:00PM CST and Fri. 8:00AM-6:00PM CST. If I put something in the Night Deposit box after close of business on Friday, September 20, when will it be processed? Any item(s) put into a Night Deposit box after the close of business Friday, September 20 will be processed Monday, September 23. I need to do a wire transfer. What time do I need to submit my request on Friday? Per usual, you will need to have any wire transfer request in by 3:00 PM CST Friday, September 20. Wire transfer will then be unavailable until Monday, September 23.