Relationship Manager FAQ
What is CIBC FirstCaribbean Telephone Banking?
CIBC FirstCaribbean Telephone Banking is one of several electronic banking services offered to our customers. Others include our CIBC FirstCaribbean Internet Banking service, as well as our extensive Branch, Instant Teller and POS networks.
CIBC FirstCaribbean Telephone Banking is not only convenient, but also easy to use. It's a time-saving, effortless way to bank, offering you the flexibility to access your accounts any time, anywhere, from wherever you have access to a touch-tone phone.
I have never done my banking by phone. Is it difficult to do?
CIBC FirstCaribbean Telephone Banking is easy to use. Follow the straightforward voice prompts to do all of your daily banking, from account balance inquiries to transferring funds.
Is CIBC FirstCaribbean Telephone Banking secure?
Absolutely. You can have trust and confidence that your banking and account information is safe and secure in our protected Telephone Banking environment.
In addition to the security measures that we have employed, you too can take steps to protect your information. Every customer has an unique Telephone Personal Identification Number (T-PIN) to access CIBC FirstCaribbean Telephone Banking. Also, your T-PIN is known only to you. By keeping it confidential, you can help to ensure that your personal and financial information is kept safe; no one can gain access to your accounts because no one knows your T-PIN except you.
What can I do by phone?
CIBC FirstCaribbean Telephone Banking allows you to do your daily banking quickly and easily.
You can check your account balances, review up to the last 10 transactions in your chequing and savings accounts, and transfer funds between your chequing and savings accounts within the same country and in the same currency. You can also check the status of a cheque drawn against your account, place a stop payment on a cheque, and reorder chequebooks.
As an added measure of convenience, you'll soon be able to pay bills.
When can I use CIBC FirstCaribbean Telephone Banking?
CIBC FirstCaribbean Telephone Banking service is available 24 hours a day, 7 days a week, wherever you have access to a touch-tone phone.
You can speak with one of our Customer Service Agents for assistance, 7 days a week from 7 a.m. to 9 p.m. (Eastern Caribbean Time).
Do I pay long distance charges every time I call to use CIBC FirstCaribbean Telephone Banking?
All calls to CIBC FirstCaribbean Telephone Banking are free when placed within a country where CIBC FirstCaribbean operates and the USA and Canada.
You will pay only for those calls placed to CIBC FirstCaribbean Telephone Banking from outside one of these countries.
How much does it cost to use CIBC FirstCaribbean Telephone Banking?
There are no fees charged for Internet or Telephone Banking and access to both services is unlimited.
Please contact your relationship manager for further details.
What if I'm already a Telephone Banking customer?
If you are one of our customers from British Virgin Islands, Barbados, or The Bahamas who have been using our interim, agent-only telephone service, you'll be interested to know that our new service is more extensive and offers a combination of automated and agent assistance. Our new, easy-to-use, convenient Telephone Banking service is available to our entire customer base in the 17 countries that we serve.
You should be advised that a monthly access fee applies to our new service. You will be notified about the new features and functions of CIBC FirstCaribbean Telephone Banking, as well as the monthly access fee, via mail.
How do I get help if I need it?
For help at any time during your call, you can press zero (0) on your touch-tone phone to speak with one of our Customer Service Agents.
They're ready to help you and answer any of your questions daily from 7 a.m. to 9 p.m. (Eastern Caribbean Time).
How do I register for CIBC FirstCaribbean Telephone Banking?
For customers in the Premier, International, and Corporate Banking sectors, CIBC FirstCaribbean Internet and Telephone Banking are bundled together and offered as a complete package. If you wish to register for CIBC FirstCaribbean Telephone Banking, CIBC FirstCaribbean Internet Banking is extended to you as a complementary service as well. Corporate customers, requiring multiple user access to accounts, should contact their Relationship Manager about the benefits of registering for CIBC FirstCaribbean Internet Banking as a stand-alone service.
The steps to register for both services are simple and straight forward to complete:
- Contact your Relationship Manager: With the assistance of your Relationship Manager, you'll complete a simple, straightforward registration form, which will take 2 business days to process
- Receive Temporary Internet Banking password: An e-mail with a temporary Internet Banking password is sent as soon as your registration request is processed
- Obtain Welcome Kit: Your Relationship Manager will provide you with a Welcome Kit and your User ID, which is generated as soon as the registration request is processed and sent to the branch
- Visit our Web site: Using your assigned User ID and temporary Internet Banking password, you'll log on to CIBC FirstCaribbean Internet Banking for the first time. For security purposes, you will automatically be prompted to establish a new CIBC FirstCaribbean Internet Banking password; you'll also be required to accept Terms and Conditions
- Set up security details: Once you've successfully logged on to CIBC FirstCaribbean Internet Banking, you must set up your security details, including Memorable Word and Memorable Word Hint, via Preferences. These details are required for authentication purposes when you contact a Customer Service Agents; who will use Memorable Word to verify your identity prior to providing any information about or access to your account(s)
- Call the Customer Service Agent who will verify your identity using Memorable Word, and then transfer you into a secure conference session in order to privately and securely establish a 6-digit CIBC FirstCaribbean Telephone Banking T-PIN
The CIBC FirstCaribbean registration form is quick and easy to complete; your Relationship Manager will assist you. Following the processing of the form - which will take 2 business days - your temporary Internet Banking password will be sent via e-mail, and your assigned User ID generated and sent to the branch.
Once your Relationship Manager provides you with your User ID, you'll be ready to log on to CIBC FirstCaribbean Internet Banking any time, and set up your security details, including Memorable Word.
The final step, a call to the Customer Service Agents in order to set up your CIBC FirstCaribbean Telephone Banking T-PIN, is quick and easy to complete.
How can I be sure that my personal information is kept private and confidential?
At CIBC FirstCaribbean International Bank, we are committed to keeping all your personal information private and confidential.
As detailed in our privacy policy, we will not disclose any information about you without your authorisation, unless disclosure is required or permitted by law.
Is anyone else able to access my account information over the phone?
No one is able to access your account information without your CIBC FirstCaribbean Telephone Banking T-PIN.
Your T-PIN is unique, and should always be kept confidential in order to protect you from unauthorised access to your accounts and account information. As an added measure of security, you should also make every effort to change your T-PIN on a regular basis.
About Accounts and Transactions
Can I choose which accounts are accessible via CIBC FirstCaribbean Telephone Banking?
You designate accounts for telephone access at the time of registration.
Should you ever wish to add an account or change the accounts on your Telephone Banking profile, please call our Customer Service Agents and they will be happy to accommodate your request.
If I open a new account, will it automatically show up on CIBC FirstCaribbean Telephone Banking?
No. But it is easy to add an account to your Telephone Banking profile. Call our Customer Service Agents they will be happy to accommodate your request to add a new account.
Is there a limit to the number of transactions that I can review in a chequing or savings account over the phone?
You can hear the last 10 transactions in a chequing or savings account via CIBC FirstCaribbean Telephone Banking.
Can I transfer funds between an account at CIBC FirstCaribbean and one at another bank?
No. At this time you can transfer funds between your own registered CIBC FirstCaribbean chequing and savings accounts that are domiciled in the same country and in the same currency.
Can I transfer funds between all my accounts at CIBC FirstCaribbean?
At this time you can transfer funds between your own registered CIBC FirstCaribbean chequing and savings accounts that are domiciled in the same country and in the same currency.
We are working towards offering cross-currency and cross-country transfers in the near future, as permitted by Currency Control Regulations.
If I transfer funds between my accounts on CIBC FirstCaribbean Telephone Banking, when is it processed?
Transfers between accounts take place in real-time. This means that the money is transferred into the designated account immediately.
How do stop payments via CIBC FirstCaribbean Telephone Banking work?
You can place a stop payment on a cheque quickly and easily via CIBC FirstCaribbean Telephone Banking.
Stop payments are generally used to stop:
- Cheques that have been lost or stolen.
- Cheques issued for goods or services that you either have not received or now wish to cancel.
If your stop payment request is confirmed, and the payment has not already gone through, the stop on the payment of the designated cheque will be carried out as per your request.
What if I make a mistake?
If you ever make a mistake, that's OK. There's a unique transaction reference number for every transaction completed via FirstCaribbean Telephone Banking. Record it, and then press zero (0) to speak with one of our Customer Service Agents. Simply explain your mistake, provide the transaction reference number, and the necessary correction will be made to your account.
Security
What do I need to know in order to select a Telephone Banking T-PIN?
Your CIBC FirstCaribbean Telephone Banking T-PIN should be easy for you to remember, but difficult for someone else to guess. And you should avoid using details that are easily acquired, like any part of your name, address, or date of birth.
Your CIBC FirstCaribbean Telephone Banking T-PIN is numeric and comprises 6 digits.
Can I change my T-PIN?
You can change your CIBC FirstCaribbean Telephone Banking T-PIN any time over the phone. It's easy to do.
For added security and protection, we recommend that you change your T-PIN on a regular basis.
When should I change my T-PIN?
We recommend that you change your CIBC FirstCaribbean Telephone Banking T-PIN on a regular basis as an added measure of protection for you and your personal banking information.
Remember that you should always change your T-PIN if you suspect that someone else has obtained it.
What happens if I forget my CIBC FirstCaribbean Telephone Banking T-PIN?
If you forget your T-PIN, and try to access CIBC FirstCaribbean Telephone Banking, the system will automatically lock you out after three unsuccessful attempts. This is a security measure for your protection.
Should this happen, you will be transferred to one of our Customer Service Agents. After the positive verification of your identity, you will be able to safely and privately select a new Telephone Banking T-PIN in our secure conference session.
Once you've set up a new T-PIN, you can start using CIBC FirstCaribbean Telephone Banking again, right away.
What is the purpose of Memorable Word?
We ask you to establish a Memorable Word for authentication purposes, which is 6 to 12 characters in length. If you call a Customer Service Agent, this word will be used to positively verify your identity.
Your Memorable Word should be easy for you to remember, but difficult for someone else to guess. And you should avoid using details that are easily acquired, like any part of your name, address, or date of birth.
In order to help jog your memory in instances where you may forget your Memorable Word, we also ask you for a Memorable Word Hint. A Customer Service Agent will prompt you with this hint should you be unable to immediately recall your Memorable Word.
What is the purpose of the Personal Questions and Answers?
We ask you to establish a set of Personal Questions and Answers for authentication purposes. If you call a Customer Service Agent, your Personal Questions and Answers are used as a backup to positively verify your identity should you ever be unable to remember your Memorable Word.
Your Personal Questions and Answers should be easy for you to remember, but difficult for someone else to guess.
What's the difference between a CIBC FirstCaribbean Telephone Banking T-PIN and CIBC FirstCaribbean Internet Banking password?
CIBC FirstCaribbean Telephone Banking passwords are numeric and comprise 6 digits.
CIBC FirstCaribbean Internet Banking passwords are case sensitive and a minimum of 8, up to a maximum of 14, alphanumeric characters.
Personal Identification Numbers(PINs) and passwords for electronic channels, such as CIBC FirstCaribbean Telephone Banking and CIBC FirstCaribbean Internet Banking, should be unique. This means that you should never use any part of one PIN or password as a part of another. You should also keep your PINs and password confidential, and never disclose them to anyone, including family members and CIBC FirstCaribbean Employees.
Does changing my CIBC FirstCaribbean Telephone Banking T-PIN have any affect on my CIBC FirstCaribbean Internet Banking password?
Any change that you make to your CIBC FirstCaribbean Telephone Banking T-PIN has absolutely no affect on your other T-PINs or passwords, and vice versa.
What can I do to ensure the security and confidentiality of my banking information?
- Always keep your account information and T-PIN confidential
- Never select a T-PIN comprised of details like an account number, phone number, or date of birth
- Always change your T-PIN on a regular basis
- Never e-mail sensitive data, such as account information or T-PIN
