Frequently Asked Questions

What is a core system conversion?

A banking core system is the software used by banks to execute all major banking functions including keeping track of balances, opening accounts, calculating interest, etc. Upgrading the core system will allow our bank to provide higher quality personal service and offer enhanced products to our customers. The “conversion” is the process of transferring all data from our current system to the significantly upgraded new system. This conversion will happen behind-the-scenes; however, once converted, you will see immediate improvements to our system.

Why is Cendera Bank upgrading its core system?

Investing in technology is essential in allowing our Bank to offer the services and security that we are committed to provide to our valued customers. This considerable investment in time and resources is our commitment to invest in our Bank for the benefit of our customers.

Will my personal or business information be safe and secure during the upgrade process?

Yes, your information and data will be safe and secure. Additionally, our new core system is equipped with the latest security technology and features that will further enhance the protection of your information now and in the future.

How will I be impacted as a customer?

New Look and Feel: The most drastic change you will experience is the enhanced look, feel and features of our new website and the online banking platform. These changes will be in effect on August 8th.

Access to information and services: To limit the impact to customers, the conversion will take place over a weekend. During the core conversion weekend, customers will temporarily have limited access to their information and our services. Access to information and services will resume the Monday after conversion weekend.

Account Numbers: Your deposit and loan account numbers will stay the same. Additionally, any checks and deposit slips that you have in your possession will continue to work.

Credit Cards: If you utilize one of our credit card products, you will not experience any changes.

App: A new Cendera Bank, N.A. app will be released for Apple and Android products on Monday, August 8th. You will need to use the new app starting Monday, August 8th. The old app will no longer work as of Friday, August 5th.

Will I be able to view my previous statements in online banking after core ?

No, once the system is converted, you will not have access to previous statements. As such, it is recommended that customers download any statements they may need in the future from current online banking portal prior to the conversion date. Should you have questions related to a prior statement post-conversion, please contact a Universal Banker by calling 903-965-7755.

Will my outgoing direct deposits or ACH debits continue as scheduled?

Yes, outgoing direct deposit and ACH debits will be converted to the new system and will continue on an
ongoing basis.

Will my incoming direct deposits or ACH debits continue as scheduled?

Yes, incoming direct deposit and ACH debits will be converted to the new system and will continue on an ongoing basis.

Will my automatic loan payments continue as scheduled?

Yes.

Will my debit card continue to work?

Yes, your current debit card will work as normal, however, card limits maybe minimal throughout the “Upgrade Weekend.”

Will I be able to use the ATM during the conversion weekend?

Yes, you will be able to use ATM machines during “Upgrade Weekend”. Consumer withdrawals will be limited to $500 at ATM’s and $2,000 for point of sale (POS) transactions. Business withdrawals will be limited to $2,000 at ATM’s and $5,000 for point of sale (POS) transactions.

Will my Online Banking Username or Password change?

Your Online Banking Username will not change. Please note that your Username is case sensitive.

Your Online Banking Password will change. Upon the first time logging-in, you temporary password will be the lower case letters “cb” and the last for digits of the primary account holder’s SSN/EIN/TIN (Example: “cb5555”). Once signed-in, the system will prompt you to change the password to one of your choosing.

Will the Bill Pay templates I have set up on the current system transfer to the new system?

It is anticipated that all Bill Pay templates set up in our current online banking system will convert to the new system. In order to avoid any potential issues, please review your Bill Pay templates post upgrade to ensure they are accurate and operating as expected. Should you experience any issues, please contact DepositOps@CenderaBank.com or call 903-965-7755.