Frequently Asked Questions

Premier Online Banking

1. What is Premier Online Banking?
2. How do I sign up for Premier Online Banking?
3. What are the requirements for Premier Online Banking?
4. Is Premier Online Banking secure?
5. Who do I contact if issues arise during my Premier Online Banking experience?
6. Is there a Premier Online Banking demo available for viewing?
7. Why don’t I see all of my accounts within Premier Online Banking?
8. Why does my transfer not reflect in my balance within Premier Online Banking?
9. What is Bill Pay? How do I enroll in Bill Pay? 
10. What if I cannot find the vendor I want to pay within Bill Pay?

Mobile Banking (MOBILITI)

1. What is The Union Bank Mobile Banking (Mobiliti)?
2. Will this service cost me anything?
3. How secure is Mobiliti?
4. What is needed to enroll and sign onto Mobiliti?
5. Where do I find The Union Bank Mobile app?
6. Can I access Mobiliti even though I am not enrolled in Premier Online Banking?
7. Can I access my Premier Online Banking features within Mobiliti?
8. Are there any features within Mobiliti that I should take advantage of?
9. Is it possible to use Mobiliti on more than one device?
10. What time(s) of day/night is Mobiliti available?
11. Do I need any type of data plan to access Mobiliti?
12. How do I securely leave my Mobiliti session?
13. What are some mobile devices that are supported?
14. Can you provide me with some helpful tips to keep my Mobiliti experience safe?
15. What should I do if I get a new mobile device or phone number?
16. Why am I being asked to accept Terms and Conditions on more than one occasion?
17. What if my device is lost or stolen?
18. How can I change my Mobiliti settings?
19. Am I able to access Mobiliti through my iPad or Android tablet?
20. What happens if I lose communication/signal during a transaction?

1. What is Premier Online Banking?

Premier Online Banking is The Union Bank’s ultimate online banking experience. It allows customers to access their accounts, make transfers, and pay bills all with the click of a mouse. All that is needed to complete these simple tasks is access to the internet.

2. How do I sign up for Premier Online Banking?

There are 3 simple ways to sign up for Premier Online Banking:

Business customers possessing a Tax ID Number (TIN) MUST complete the Business Online Banking Enrollment form and return to the Computer Room (located at our Main Office) to complete registration.

3. What are the requirements for Premier Online Banking?

You must possess an account (Checking, Savings, CD, Loan) with The Union Bank in order to enroll. We highly recommend that you enroll as yourself, as accounts are pulled into the system with the SSN you provide.

You will not be able to register with a Tax ID Number (TIN).

Once you provide the system with the initial information, it is now time to create your Premier Online Banking credentials. Access ID’s (User Names) must be at least 6 characters long; Passwords must be 8 characters long and must be alpha numeric.

4. Is Premier Online Banking secure?

Along with password protection and multi-factor authentication, The Union Bank website is protected by VeriSign (an SSL secure site authentication public key infrastructure “PKI”). Also, all account files are protected and housed by our vendor. They implement a step by step risk assessment process to ensure the security and integrity of these files. These steps include performing an annual risk assessment; upgrading security in response to new threats identified in assessment; implementing layered security for consumers; implementing enhanced layered security for businesses; ensuring effective anomaly detection is in place; and raising customer awareness through education.

5. Who do I contact if issues arise during my Premier Online Banking experience?

6. Is there a Premier Online Banking demo available?

Yes, a demo is available to guide you through your Premier Online Banking experience. You can view it by clicking.

7. Why don’t I see all of my accounts within Premier Online Banking?

The Premier Online Banking system recognizes you by the SSN you enrolled with, NOT the individual actually logging in. If you are logging in as someone else, then it is possible you are not on the account you are looking to view. Please contact your Customer Support Representative or the Computer Room (318-253-4531) if you feel this is not correct.

8. Why does my transfer not reflect in my balance within Premier Online Banking?

Premier Online Banking provides you the option of completing an Express or a Scheduled transfer. Even though the Express Transfer option was chosen, please be aware that our vendor does have cut off times that may affect transfers. Due to processing cut off times, transfers made after 6:30 pm may not be posted until the next business day.

9. What is Bill Pay? How do I enroll?

Bill Pay is The Union Bank’s online bill payment service provided by CheckFree (the leading provider in electronic bill payment services). With Bill Pay, you are able to pay your bills (utilities, vehicle notes, cell phone bills, mortgage payments, etc.) electronically.

Once you enroll in Premier Online Banking, the link to Bill Pay is immediately available to you in the top blue banner. To enroll in Bill Pay, simply click on the link provided, read and accept the terms and agreements, and begin paying your bills.

Business customers will be charged $5 per month upon enrollment of Bill Pay. If you wish to cease enrollment, contact the Computer Room (318-253-4531) for disenrollment.

10. What if I cannot find the vendor I want to pay within Bill Pay?

Bill Pay provides you with an ample list of pre-determined vendors that are easily accessible and ready to be inserted for payment. These vendors are paid electronically and will reflect your account not long after scheduling. If you do not see the vendor you wish to pay or need to pay a person, you can choose the Pay A Company or Pay A Person option. With this option, you will need to provide the system with the vendor’s or person’s information. Once this is complete, the system will generate a check and mail it off to the vendor or person of your choice. This will not reflect your account until the vendor or person cashes that check (depending on the amount, it may reflect your account once processed – this is determined by CheckFree and is on a customer to customer basis). 


1. What is The Union Bank Mobile Banking (Mobiliti)?

Mobiliti is a custom branded application (app) specifically tailored by our vendor for The Union Bank and its customers.

2. Will this service cost me anything?

No, there is no charge for downloading and accessing the mobile app. This app is intended for Retail Online Banking customers ONLY.
Business customers DO NOT have access to the mobile banking application. They can, instead, access their accounts through a mobile browser (i.e, Safari or Google).

3. How secure is Mobiliti?

Mobiliti security is consistent with the security standards and practices set forth by Fiserv Inc. The Mobiliti development teams align application coding, testing and security practices for Mobiliti with the OWASP (Open Web Application Security Project). AES-256 encryption is used by default for all transactions with Mobiliti, as well as between Mobiliti and other hosts. The transport layer is secured from the mobile device to the web service using SSL (HTTPS). The connection between the mobile device and the Mobiliti service is secured through SSL with SHA256 certificates and ciphers with a minimum length of 128-bit.
Mobiliti includes a Device Registry to manage optimization and specialization, meaning devices are registered through an administrative console at first sign on to assure security.

4. What is needed to enroll and sign onto Mobiliti?

Enrollment onto Mobiliti requires consumers to use their existing Premier Online Banking credentials. Additionally, devices used must be equipped with Wi-Fi capabilities or data plan from a service provider.

5. Where do I find The Union Bank Mobile app?

Customers can find and download The Union Bank Mobile app from the App Store (iPhone and iPad), or Google Play (Android). As there are multiple Union Banks throughout the country, The Union Bank Mobile app is identified by our recognizable logo.

6. Can I access Mobiliti even though I am not enrolled in Premier Online Banking?

Unfortunately, customers must sign onto Mobiliti using Premier Online Banking credentials. To view the simple process of enrolling in our Premier Online Banking platform, please refer to the Premier Online Banking FAQ’s section.

7. Can I access my Premier Online Banking features within Mobiliti?

With Mobiliti, you have access to all of the features that Premier Online Banking has to offer but on a smaller scale. Those features include:
• Access to account information
• View account transactions (including check images)
• Transfer funds
• Pay bills (only those vendors that have been initially set up through CheckFree Bill Pay)
• POP Money (Person-to-Person Payment)
• Find The Union Bank locations (including ATMs)

8. Are there any features within Mobiliti that I should take advantage of?

Mobiliti offers the Instant Balance feature, where customers are allowed to view balances of accounts without having to sign in. Those accounts that are deemed viewable are determined by the customer and can be turned on and off at any time. Customers are opted out of the feature, by default, and up to six (6) balances can be shown per customer. Once accounts are made viewable, then the Instant Balance button will appear on the initial screen right above the login. No user credentials or account balances are stored in the application.
Those customers utilizing an Apple product to access their Mobiliti app may be able to take advantage of the Touch IP option. The Touch ID option allows customers to log in using the finger/thumbprint stored on the device. This security feature takes the place of the multi-factor authentication by allowing customers to simply login with the print on file.

9. Is it possible to use Mobiliti on more than one device?

Yes, it is possible to use Mobiliti on more than one device. Each device used will be registered in our Device Registry and will be linked to the login credentials.

10. What times(s) of day/night is Mobiliti available?

Mobiliti is available 24 hours a day, 7 days a week (except during maintenance times).

11. Do I need any type of data plan to access Mobiliti?

Yes, a data plan is needed to access Mobiliti (except in instances of Wi-Fi availability).

12. How do I securely leave my Mobiliti session?

Logging out of the application properly is the best way to securely leave your Mobiliti session. This can be done by clicking MORE at the bottom right of the screen during an active session, then clicking on the LOG OUT icon in the top left. If a session is left open inadvertently, the system will enforce a session lockout and customers may need to notify the bank to have their application unlocked. Customers are also allowed to navigate out of the app for up to one minute without having to re-login. This improves the consumer banking experience by allowing customers to access other functions on their device, such as email or calculator, needed to support banking tasks. If the customer does not return to the Mobiliti app within a minute, they will be logged out of the application.

13. What are some mobile devices that are supported?

Brand/Manufacturer Model OS App Store Browser Capabilities
APPLE iPhone 5S
iPhone 6
iPhone 6 Plus
iPhone 6S
iPhone 6S+
iPhone 7
iPhone 7 Plus
iPhone SE
iOS iPhone Yes
BLACKBERRY Z10 BlackBerry OS N/A Yes
GOOGLE Nexus 5
Pixel
Android Android Yes
HTC One M7
One M8
One M9
Android Android Yes
HUAWEI Nexus 6P Android Android Yes
LG G3
G4
G5
L90
Leon
V10
Volt
Android Android Yes
MOTOROLA DROID MAXX
DROID MINI
DROID TURBO
Moto G
Moto E
Moto X
Moto Z Droid
Nexus 6
Android Android Yes
NOKIA Lumia 920 Windows Phone N/A Yes
SAMSUNG Galaxy Core Prime
Galaxy Grand Prime
Galaxy J7
Galaxy Note 2
Galaxy Note 3
Galaxy Note 4
Galaxy Note 5
Galaxy Note Edge
Galaxy S4
Galaxy S4 Mini
Galaxy S5
Galaxy S6
Galaxy S6 Edge
Galaxy S6 Edge+
Galaxy S7
Galaxy S7 Edge
Galaxy S8
Android Android Yes
ZTE ZMAX Pro Android Android Yes

14. Can you provide me with some helpful tips to keep my Mobiliti experience safe?

• It is suggested that security updates be downloaded and applied to your device as they become available by your designated OS service provider. These updates are designed to provide the protection necessary for any security issues and/or malicious attacks.
• DO NOT open any files or attachments from unknown or undisclosed origins.
• DO NOT install malicious or pirated software from undisclosed locations.
• DO NOT leave your mobile device neglected during an open Mobiliti session.
• Log off properly after completing all mobile banking activities.
• Be mindful of fraudulent mobile banking apps. If unsure, contact The Union Bank Computer Room (318-253-4531) to verify the correct app.
• Keep your device password protected if possible.

15. What should I do if I get a new mobile device?

If a new mobile device is purchased, The Union Bank mobile app will need to be re-downloaded on the new device. This can be found in your devices’ app store. Login credentials will need to be inputted to regain access.
If a new mobile device is purchased, it is suggested that The Union Bank Computer Room is contacted at (318) 253-4531 so that older devices may be removed from the Device Registry.

16. Why am I being asked to accept Terms and Conditions on more than one occasion?

When Terms and Conditions are presented for acceptance, it means there has been an update to the application or a feature added. Terms and Conditions must be accepted before account information can be viewed.

17. What if my device is lost or stolen?

If a device is lost or stolen, contact The Union Bank Computer Room (318-253-4531) immediately so that the device may be disabled and/or deleted from the Device Registry. No financial information from The Union Bank will be saved onto your device. The removal of the lost or stolen device is for precautionary measures only.

18. How can I change my Mobiliti settings?

In order to change settings within Mobiliti, the user must be successfully logged in to The Union Bank app. From the account screen, go to the bottom right of the app and click on MORE. In the MORE section, Mobiliti settings may be changed to the users’ preference.

19. Am I able to access Mobiliti through my iPad or Android tablet?

Yes, customers may download and access The Union Bank mobile app to their iPad and/or Android tablets.

20. What happens if I lose communication/signal during a transaction?

If a communication signal or Internet connection is lost during a transaction, please review the transaction history within Mobile Banking or Online Banking to confirm that the transaction has been processed. If there is uncertainty or confusion regarding the transaction, please contact The Union Bank Computer Room (318-253-4531) for confirmation before submitting the transaction again.

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