Euro Pacific Bank

eBanking Platform Update: May 2020

Published: November 25, 2019

New Features

New eBanking Support Center

We are happy to announce the initial release of the eBanking Support Center, our new dynamic case management platform that replaces your Messages module to become your new primary method of communicating with us. Now, you’ll be able to create trackable cases that will greatly improve your organization and tracking.

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Enhancements

Dashboard Disclaimer

We have added a disclaimer on your eBanking home page below your Product Dashboard, which defines what each product (Current Accounts, Time Deposits, Precious Metals, etc.) and clarifies how they are regulated.

Bug Fixes

Mutual Fund Maintenance

Mutual funds undergo administrative and system maintenance once every business day, called EOD maintenance. Previously, when submitting a mutual fund trade, eBanking would return an error. Now, an appropriate message will appear: “Mutual fund trading is unavailable during this time. Please try again during business hours.”

Trading Movements Statement

When generating a Trading Movements report for your historical precious metal or mutual fund trades, the date column was not sorting the rows in chronological order. It is now sorting correctly, whether ascending or descending.

Introducing eBanking Support Center

Published May 25, 2020

Today’s online banking customers expect service to be fast, easy, and accurate. However, some large organizations cannot satisfy those demands with legacy technology and processes. That’s why Euro Pacific Bank has spent the last year developing the most important customer service component of your eBanking platform.

Today, we’re happy to announce the initial release of the eBanking Support Center, your new primary method of communicating with us.

Moving forward, instead of sending us a secure message, please create a trackable case inside your Support Center. Please note that the Messages module will remain available so we can send informational updates and notices to you.

support center
 
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Featuring industry-leading, dynamic case management

 
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Better organized

In a complex global banking environment, we’ll connect you to the right people for a more consistent customer service experience. The Support Center connects your inquiry to the right staff, data, and processes the first time around.

 
 
 
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Real-time tracking

View and the complete life cycle of your case for end-to-end resolution. Each of your case IDs will track related information, automate and assign outstanding tasks, and provide us the tools we need to resolve your case quickly.

 
 
 
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Faster resolutions

Conveniently view and complete outstanding requirements within each case, without ever losing the context of our conversation. Support center is built on top of our existing eBanking infrastructure, therefore allows us to access the relevant information we need to answer your questions faster.

 
 
 

Our Response to COVID-19

Published: March 13, 2020

Dear Client,

Just like you, we are closely monitoring new developments regarding COVID-19 (coronavirus).

Euro Pacific Bank is fully functional and taking all necessary precautions to continue our business operations.

This includes redundancy of operations across our international offices, alternate work sites, and additional secure devices for key personnel, all in accordance with our local government’s recommendations.

Your well-being and the safety of our colleagues are our first priority.

We’ve also taken numerous precautions to keep our offices and our customers safe, including expanded work-from-home capability and division of labor.

Experiencing delays?

As a result of these changes, processing and response speeds may temporarily be slower than normal. We are confident that we will return to full efficiency soon.

As an online, international bank that values safety and adaptability, we look forward to continuing working with you through the current situation and beyond.

As always, if you have any questions, please don’t hesitate to create a case or call our Client Services team at +1-888-527-4041.

Thanks for your attention and being a valued customer.

Sincerely,

Euro Pacific Bank Management Team

eBanking Platform Update: November 2019

Published: November 25, 2019

New Features

New eBanking Dashboard currencies

Your Dashboard is located on the home page of your eBanking. It is a convenient way to view the total assets you hold at the bank, including current accounts, precious metals, mutual funds, and later brokerage accounts.

Today, we are happy to announce that you are now able to view your Dashboard not only in US dollars terms, but in all account currencies. This is particularly helpful to clients who are accustomed to measuring their assets in euros, pounds, and other currencies.

Enhancements

Faster attachment uploads

When sending us a secure message, attachment file processing has been improved, resulting in faster file uploads and less timeout issues.

Mutual fund downtime notice

Mutual funds undergo “close of business” (COB) maintenance every business day, which results in an error message when trying to buy or sell a fund. We have improved the error message to instruct you to input your request during business hours.

Bug Fixes

Standing Order errors

We have fixed a number of issues with inputting and modifying Standing Orders, also known as “Recurring” transfers.

Trading Movement records missing

If you transferred an investment position into one of your Trading accounts, the movement was previously not visible. This has been fixed and you can now see all position movement transactions in your Trading Movements screen.

eBanking Platform Update: April 2019

Published: April 24, 2019

New Features

Mass Payments Now Available

Introducing eBanking’s newest feature, Mass Payments. Mass Payments allows you to make multiple transfers using a single CSV file instead of manually entering each one, saving you time and energy. This feature is especially helpful if you conduct payroll and a large volume of wire transfers every month. Mass Payments is available in your eBanking now. Supported transfer types are International, Between Own Accounts, and other Euro Pacific Account, as well as Card Top Up.

Please see our User Guide to learn how to use it.

eBanking Support Widget

In the bottom right corner of your eBanking, you will now have access to the Support Widget, which is a tool that searches our knowledge base of common policies and procedures. Over time, as more questions are posed in the Support Widget, we will create more content to answer your frequently-asked questions.

New Message

Bug Fixes

We made a minor change to the wording on your International Transfer page to clarify that we need either an Account Number or IBAN—not both.

eBanking Platform Update: April 2019

Published: April 1, 2019

Enhancements

Beneficiary Template Expanded

You’ve found transfer Beneficiary templates very helpful, so we’ve added new fields to the template when you request International and Euro Pacific (user to user) transfers. Now with new fields such Amount, Reason for Payment, Payment Details, Charging Instruction, and more, you can request these transfers quickly, easily, and with minimal additional data input.

Bank Card History Improved

If your bank card begins with 5295, we have added the merchant name and other important transaction identifying information to your Statement History.

Transaction Handling Improved

We’ve continued to improve how transactions are processed internally, with the end goal of automated processing and real-time transaction updates. In this release, we’re happy to announce more accurate transaction statuses at all times and reducing manual intervention.

Bug Fixes

Bank Card +/- Symbols Corrected

If your bank card begins with 5295, we fixed an issue where the Statement History was not showing a proper +/- sign depending on a debit or credit entry.

Special Characters

We’ve fixed an issue preventing you from submitting certain special characters in the message body. We’ve expanded the message field to allow some important currency symbols, including: !$%()_+-=:”;’?,./€£

eBanking Platform Update: January 2019

Published: January 28, 2019

New Features

New Two-Factor Authentication Mobile App

We’re happy to introduce our new Two-Factor Authentication method called Mobile OTP (mOTP), which is an iOS and Android application that generates one-time security codes for eBanking, replacing the SMS Verification. SMS Verification is enabled by default, and required when you log into eBanking for the first time.

However, please upgrade to mOTP as soon as possible, as it is more secure and convenient for you. The download and installation instructions are published here.

Enable eBanking Alerts

eBanking Alerts are email and/or SMS notifications that are delivered to you when a specific eBanking event occurs, e.g. a new secure message in your inbox, a new wire transfer received, etc. You can turn on and customize your Alerts by going to Settings > Manage Alerts. Note that some Alerts may be set by the Bank administrator as mandatory, and therefore cannot be modified or disabled.

Enhancements

Updated User Guide

Our eBanking User Guide was created to help you navigate eBanking’s basic features. We are updating it periodically, and if you’d like to see specific new content, let us know. You’ll also find it on our website under Support in the navigation menu.

Wire Transfer Details Visibility

Detailed wire transfer information is now available when viewing a transaction in your Accounts > History. Note that detailed wire transfer information is only available on transactions from October 1, 2018 to date. We appreciate your patience on this enhancement and we will continue to improve functionality.

Bug Fixes

Transfer Dropdown Field Corrected

When doing a transfer from your Global TradeStation (GTS) brokerage account to your Current Account in the Transfers > Between Own Accounts module, the brokerage account was previously displaying a balance of 0.00 by default. This has been removed to prevent confusion.

To determine how much you’d like to transfer from your brokerage account to your Current Account, please log into your live brokerage platform to find your available cash balance.

Need assistance with any of the topics above? Schedule a call with our Client Services team here.