5/3 Update

Online Banking Maintenance

• IT is performing maintenance on Sunday May 5^th from 12:00 am-1:00 am that may impact customers access to OLB. This timeframe was chosen specifically for minimal customer impact because of the low OLB traffic at that time. 
• Messages will be posted today at 9 am on the website and the log-in page of OLB informing customers of the potential downtime.

Issue Reporting Reminders 

• We want to make sure that we are providing you all with the best service possible and wanted to send out a few reminders:

1. When you have an issue to report please make sure to use our issue reporter vs sending us an email, this helps us gather the information we need and to triage and escalate items appropriately
   1. Make sure to be as detailed as possible when sending in an issue to help cut back on any back and forth, make sure to ask the customer clarifying questions as you are discussing their issue.
2. Our team is an internal team that is here to help you when customers have issue you can’t troubleshoot. We will provide information back to you to provide out to the customer, we do not contact the customers directly.
3. You can always check the status of your case in our open issues dashboard, these are listed oldest to newest and allows you to get the current status at any time.

Refresher Series Announcement

• Next week will start the launch of our weekly Q2 highlight series! Each week we will be highlighting a different area of Q2 and linking out to helpful resource and how-to guides. 

• Week of May 6^th- Co-Pilot/User Management
• Week of May 13^th- Overview of Retail Front End
• Week of May 20^th High-level overview of 3^rd party products
• Week of May 29^th- Overview of Small Biz

• In June/July we will be highlighting specific products each week like: Credit Expert, ClickSwitch, Card Swap, PFM, Bill Pay, Goals etc.
• If you have any areas, you want to make sure are covered please send to esalzbrenner@firstmutualholding.com.