Sterling Bank & Trust

Frequently Asked Questions

General

Are my deposits FDIC insured?

Deposits held by Sterling Bank & Trust are FDIC insured, subject to FDIC limitations. Our FDIC insurance certificate number is 32232.

How can I open an account with Sterling Bank & Trust?

Just visit one of our branches to complete a Deposit Account Application or request an application online.

How do I send you the money to open an account?

Funds may be sent either by check or by wire transfer.

How do you wire money to Sterling Bank & Trust?

Bank Name "Sterling Bank & Trust, FSB" The Bank where the wire is being sent

ABA# "272471849" All banks have a routing # which would be referred to as the ABA#.

Originator's Bank The customer's bank

Account # The beneficiary's account #

Name and Address of Account Being Credited To

Final Credit To If the first beneficiary is sending a wire to another company or individual.

Account # The account # of the second beneficiary.

Can I go to any Sterling branch and get the same products and rates?

The same products and rates are available at all local branches of Sterling Bank & Trust.

How quickly will I receive a Deposit Account Application after I contact you?

Account applications and other documents requested should be received within 3-5 business days.

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ONLINE BANKING - General and Technical

What is Online Banking and the advantage of banking over the Internet?

Sterlingbank.com is a convenient way to access your accounts anytime; anywhere you have access to the Internet. Using an Internet browser such as Microsoft Internet Explorer or Netscape Navigator, you can view your account information via the Internet.

Online Banking allows 24 hour access for more timely account information and no more waiting for month end statements. You can pay bills and transfer funds between your Sterling accounts. You can verify checks and deposits that have cleared your account, ATM withdrawals, automatic payments and deposits, and other account activity. With a few clicks, you can request a stop payment and proof of payment plus apply for other Sterling services and products and even reorder checks all online.

What software and hardware do I need to do my banking on the Internet?

In addition to a computer, you will need: a modem (28.8kb or higher), an Internet Service Provider and an Internet Browser with 128-bit encryption, version 4.0 or higher. Both Netscape Navigator and Microsoft Internet Explorer are available with this feature. Please see our Security Page for more details.

Where do I get a Login ID or Password for Online Banking?

If you have not done so and you are a current Sterling customer, you need to enroll for Online Banking in order to gain access to your accounts. During the enrollment process, you will send us your personal and account information. Once we process your enrollment, a welcome letter with instructions and your temporary Password will be mailed to you so that you may begin using Online Banking.

Existing Customer Sign-up New Customer Sign-up

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What accounts can I access using Online Banking?

You can access Sterling checking accounts, money market deposit accounts, savings accounts, certificate of deposits, or view mortgage loan information.

How secure is Online Banking with Sterling Bank & Trust?

Keeping customer information secure is a top priority for all of us at Sterling Bank & Trust. See our Privacy Policy and Verisign Information for details. Sterling takes every precaution to safeguard the information in customer accounts.

Where can I get help if I have trouble with Online Banking?

You may call your local branch during normal business hours, see our Branch Locator Page for hours of operation. You may also email your local branch office for assistance. Please fill out our Branch Customer Support Form and a branch representative will contact you via email or by phone by the next business day. Or, you can select the Email button from the login page.

What limits are in place in the system to safeguard my money?

You will have your own Login ID and private password to access your online account. In order to assure privacy, you must keep your password confidential and do not write it down where another person can access it. In addition, we use a security feature called a PassMark™, and a Phrase which helps you to identify that you are at our website, not a fraudulent look-a-like. This security feature also provides you added safety by helping us to identify you and prevent unauthorized access to your accounts. Click here to read more about the PassMark™ and Phrase.

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What do I do if I forget my Login ID and/or Password?

To reset your password or to request a new temporary password, please call Branch Operations at 1-800-944-2265 during bank hours and we will be happy to assist you.

Or, at the screen where your password is entered, select the Forgot your Password? link, answer your challenge question, and a temporary password will be emailed to you.

I keyed in the wrong password three times and now I can't get into Online Banking. What should I do?

For your protection, we have limited the number of login attempts to three. If you have exceeded your three attempts, please call 1-800-944-2265 during bank hours to have your Online Banking access reset.

Can I use Quicken, QuickBooks® or Microsoft Excel with Online Banking?

Yes, you can export posted transactions from your Online Banking history to all of the above.Click here for easy to use instructions.

I am a Quicken user and I received an error when trying to export my history from Online Banking into my Quicken Software. What do I do?

Quicken and QuickBooks users who are receiving an error (OL-202, OL-231, OL-232, OL-248, OL-249, or OL-297) when using online banking can find a resolution at QuickBooks Updates or Quicken Updates. There is a mandatory update to the Quicken 99 or higher software for successful export of online banking history to your Quicken or Quick Books software.

If you prefer to call an Intuit Support Representative, Call 1-800-4INTUIT (446-8848).

How much history is maintained on my accounts?

You'll be able to view up to 90 business days of transaction history in Online Banking. For history prior to the last 90 business days, please call Branch Operations at 1-800-944-2265 during bank hours and we will be happy to assist you.

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How far back can I go to look at monthly account statements?

This is accumulative starting from 4/2000. You are able to view statements from that date forward.

I walked away from my computer, came back, and I was logged off during my session. Why?

For your security protection, we have an automatic time out. When there is no activity for 60 minutes, Sterling Bank & Trust will terminate your session to help protect you against unauthorized access. For your protection, always log off when your through with your banking.

Why doesn't the browser BACK and FORWARD button command work correctly?

The browser's BACK and FORWARD navigation commands are disabled by giving you an error message "warning your session expired" while you are signed into the Online Banking system. Please use the navigation buttons present within the Online Banking system window.

May I order checks from any vendor?

The online automatic check order system within Sterling's website interacts only with Deluxe. If you desire to purchase checks from another source, it will be necessary for you to contact that vendor directly for service.

Can I bank by phone?

Absolutely. If you are away from your computer or cannot get on the Internet you can transfer funds between Sterling accounts, get account information and more. Just call 1-888-776-BANK (2265) to access your account information 24 hours a day, 7 days a week.

What are eStatements?

Instead of receiving paper statements in the mail, you will view an electronic image of your statement in your online banking account. Each statement cycle, when your statement is ready to be viewed, you will receive an email notification from us informing you that your statement is ready for viewing. We will never send your statement in the email. You must log in to your online banking account to view your statement.

How do I sign up for eStatements?

At your initial login in to online banking, you will be asked which accounts you'd like to receive eStatements for. If you'd like to review or change your selections, please follow these steps:

Log in to your Online Banking account
Click the History button then the Statements button
Click the Update eStatement Selections link
Click the desired changes for each of your accounts listed
Click Submit

How do I view my eStatements in online banking?

Please follow these steps:

Log in to your Online Banking account
Click the History button then the Statements button
Click the Account # then the Statement Month and enter the year you'd like to view
Click Submit

Can I review or change my selections for receiving eStatements?

Yes. At any time you can change your selections for eStatements. Please keep in mind that depending on the date you change your selection, it may take one statement cycle for your changes to be in effect. If you'd like to review or change your selections, please follow these steps:

Log in to your Online Banking account
Click the History button then the Statements button
Click the Update eStatement Selections link
Click the desired changes for each of your accounts listed
Click Submit

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ONLINE BILL PAY

What is Online Bill Pay?

Online Bill Pay is the same as writing a check, only Online Bill Pay is more secure and executed online. Online Bill Pay removes the hassle of writing and mailing checks. Paying a bill is just a mouse click away, 24 hours a day.

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Is Online Bill Pay safe?

With all Online Banking services, your User ID and Password combination prevents unauthorized entry to your account. When you use Online Bill Pay, you access the Internet via a secure connection with the highest level of encryption available.

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How much does Online Bill Pay cost?

Online Bill Pay is FREE for all accounts! That's right, save money on stamps and checks.

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Who can I pay with Online Bill Pay?

Almost any business or individual with a mailing address within the United States or U.S. territories (i.e., Puerto Rico, Guam, and the Virgin Islands) can be paid using Online Bill Pay. Virtually anyone you can write a check to, you can pay with Online Bill Pay. You can pay bills for your monthly daycare bill, mortgage, car payment, credit cards, utilities, landscaper, pest control and other types of business, plus friends and family. Legal considerations exclude payments to the Internal Revenue Service, or any court-ordered remittance.

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How do I start using Online Bill Pay?

It's easy to set up Online Bill Pay from your Sterling Bank & Trust checking or money market account. Just log into Online Banking, click the Pay Bills button and follow the easy directions to enroll.

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I'm not enrolled in Online Bill Pay, how do I enroll?

After signing in to Online Banking, click the "Bill Pay" tab. Read and accept the Bill Pay Access Agreement by clicking "I Accept." Enter the required information.

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Which of my Sterling accounts may I use to pay my bills?

You may either use your Checking or Money Market account. Please remember that with a Money Market Account you are limited to writing 6 checks or pre-authorized transactions per statement cycle. Bills paid online through your Money Market account will count towards this limit.

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Are online bill payments guaranteed to arrive on time?

Online Bill payments are guaranteed to arrive on time in the event that the "due date" you requested is at least five business days prior to the actual due date indicated on your bill, and that all pertinent biller information has been entered correctly into our Online Bill Pay System.

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What if a scheduled online bill payment arrives late and I am assessed late fees/finance charges?

Online Bill payments are guaranteed to arrive on time in the event that the "due date" you requested is at least 5 business days prior to the actual due date indicated on your bill, and that all pertinent biller information has been entered correctly into our Online Bill Pay system. In the event that a payment meeting these requirements does not post on time, you will be reimbursed for late fees/finance charges up to $50.

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Are all my payments sent electronically?

We cannot guarantee that 100% of your payments will be sent electronically. Some billers cannot receive payments electronically. Keep in mind that whether the payment is sent electronically or as a paper payment, the service delivers the payment to the biller on the scheduled pay date.

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When does the money get withdrawn from my checking account for a bill pay payment?

The "due date" indicated on the system is the date that the bill is scheduled to arrive at its destination. There are two ways payments can be withdrawn from your account depending who you're paying. In most cases, funds will be deducted from your account on the pay date you specify. For some billers such as small businesses and individuals who do not accept electronic payments, a paper check may be sent. In these cases the money will be deducted from your account at the time the biller deposits or cashes the check. This is no different than if you had written a paper check.

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When does a biller receive my payment?

The biller receives the payment on or before the scheduled pay date you specified. Some billers may not always credit your account on the same day that they receive the payment. Allow for extra time in this situation so the payment is not considered late. If you want to verify the payment posted, you may want to wait a day or two after the scheduled pay date before contacting the biller.

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How can I stop a scheduled payment?

All online payments can be canceled before they are processed if the request to cancel is made at least 5 business days prior to the requested due date. Once the payment has been processed, additional modifications are not possible. Procedures for payment cancellation are as follows: Online Bill Payment: Access the "Payment List" of the Online Bill Payment system. Click the link located to the right of the bill marked "Stop/Edit." (In the event the bill has already been processed, this area of the page will show "Processing" and changes are no longer allowed.)

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Can I add, change or delete a biller?

Yes. To add a biller, from the Pay Bills button, select Add a Bill and enter the requested information. To change or delete a biller, from the Pay Bills button, select Manage My Bills. The list of Biller Names you have setup will display in the drop down. Select the one you'd like to change and make the applicable changes. The Bill Pay system will also send you an email confirming the changes you've made to Biller information.

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Will the payments appear on my bank statement each month?

Yes, all payments made through Online Bill Pay will appear on your checking account statement, displaying the description of "Web - biller name", date and amount of the payment.

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Can I schedule automatic payments?

Yes, you have several options. You can schedule automatic payments weekly, every 2 or 4 weeks, twice a month, monthly, every 2, 3, or 6 months, or annually.

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What should I do if a biller has not posted my payment or I've received a late bill notice?

Please contact our Branch Operations staff at 1-800-944-BANK (2265) during bank hours or, from within the Online Bill Pay system, send us a secure message by selecting the View Messages link at the bottom of the screen and then the Create Message button.

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What happens if I don't have enough money in my account to cover a bill payment? Will I be notified?

Yes you will be contacted via email and a letter will be sent to the address we have on file. If we are unable to complete the transaction due to insufficient funds, the transaction will not be completed. Please refer to the Online Bill Pay Terms and Conditions, which you agreed to when you enrolled. We encourage you to make careful records and practice good account management. This will help you to avoid creating items without sufficient funds and incurring the resulting fees.

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What are eBills?

eBills are electronic versions of your paper bills that you can receive through Online Bill Pay. An eBill comes directly from the biller to your Online Bill Pay service. You can view balances, transactions and other statement information in an eBill. Then, you can pay your bill and print it - all securely online with Online Bill Pay.

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Can all of my bills be presented with eBills?

eBills are available from many companies, but not all companies provide their bills electronically. When one of your billers provide you the ability to view their bills online you will see a EBILLS icon next to the billers name indicating that eBills are available for this bill.

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Voice Banking

How do I apply for Voice Banking?

It's easy! You can call, email or visit your local branch office and you will be enrolled. For branch information, click here.

Is there a charge for this service?

There is no charge for using Voice Banking.

What if I have questions about Voice Banking?

You can contact a branch customer service representative, and we will be happy to assist you. For branch information, click here.

What transactions and information can I obtain from Voice Banking?

Voice Banking allows you to obtain account balances, transfer money between Sterling accounts, check the status of a check, verify the last five transactions or deposits in your account, check current interest rates, year-to-date interest earned and more.

Is Voice Banking secure?

You will have your own private password to access Voice Banking. In order to assure privacy, you must keep your password confidential and not write it down where another person can access it.

When can I access Voice Banking?

Voice Banking may be accessed 24 hours a day, 7 days a week. Branch hours vary and may be obtained by simply calling your local branch office, Sterling's Voice Banking, or visiting our website. For branch information, click here.

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Direct Deposit

What is Direct Deposit?

Direct Deposit is a service that provides for automatic deposit of your paycheck, Social Security check or other recurring payment to you. For information about Direct Deposit, click here.

How do I sign up for Direct Deposit?

Complete a Direct Deposit form at your local branch or print one from the Sterling website. The form is located in the Online Banking link of the site under the "Other Services" tab. You may also contact your employer directly to complete any necessary forms.

How long will the Direct Deposit stay in place?

Direct Deposit continues until you cancel it. You may cancel at any time by contacting your employer or originator of the recurring payment to you.

What else can be done through Direct Deposit?

You can have interest on dividend payments or any other recurring payment deposited directly to your account.

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ATM Card

What is an ATM card?

A Sterling ATM card gives you fast, easy access to your Sterling accounts through ATMs and cash machines. Click here to see more information about our ATM card features.

How do I apply?

Just complete a Deposit Account Application, which you can get from your local branch or request through email. Once completed, return the application to your branch or mail to the address preprinted on the application.

How soon will I receive my ATM card?

You should receive your card(s) within 7-10 business days. If you don't receive it after 10 business days, please contact a branch representative.

Does this service impact any other accounts or services with Sterling Bank & Trust?

Your ATM card works in concert with other accounts and services offered by Sterling. This can save you a trip to a branch, and is designed to fit your lifestyle.

What if my card is lost or stolen?

You should immediately call 1-800-523-4175 to report the card lost or stolen. Representatives are available 24 hours a day/7 days a week. Corrective action will be taken promptly to safeguard your funds.

Where is my card accepted?

You have immediate access to more than 36,000 surcharge-free ATMs across the country. Just look for the STARsf and Allpoint logos. Keep in mind that not all ATMs participate in these programs – so be sure to look for the logos.

If I have a Sterling ATM, may I apply for a MasterMoney™ debit card?

You may apply for a MasterMoney™ debit card at any time. If you are approved for a MasterMoney™ debit card, you will also use it as your ATM card, and your existing ATM card will be deactivated.

Are there any limits on the use of my ATM card?

Please contact a branch customer service representative to obtain your limit.

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MASTERMONEY™ CARD

What is a MasterMoney™ Card?

A MasterMoney™ Card is a multi-purpose debit card with immediate access to your Sterling checking accounts for purchases and ATM transactions. Click here to see more information about our MasterMoney™ Card features.

How can I apply for a MasterMoney™ Card?

A MasterMoney™ Card may be obtained by submitting a completed Deposit Account Application for the card either through a branch location, or by requesting an application through the Sterling website.

How long will I have to wait for my card?

After submitting an application to a branch or through the mail, a customer service representative will advise you of your eligibility for the card. If you are approved, the card will be mailed to you in 7-10 business days.

Where can I use the card?

Cardholders can use their Sterling Bank & Trust MasterMoney™ Card at more than 2.3 million STAR Network ATMs and retailer locations throughout the U.S.

Is cash back available?

Yes, some merchants may give you cash back privileges.

What are my cash and retail purchase limits?

Your cash and retail purchase limits are determined when your application is processed. You will be advised of the limits at that time.

What if my card is lost or stolen?

If you think your MasterMoney™ card is lost or stolen, you should call 1-800-523-4175 immediately.

Am I charged interest on purchases?

There is no interest incurred when you use your MasterMoney™ Card to purchase goods or services.

What should I do if I forget my PIN?

If you have forgotten your PIN, it is simple to select a new one that you’ll find easier to remember. Please call 1-866-985-2273 and have your account information ready. Once we verify your identity for security purposes, you can select a new, easy-to-remember PIN. After your PIN is changed, you can begin using your debit card right away.

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Certificate of Deposit

What is a Certificate of Deposit (CD)?

It is a bank product where funds are deposited for a fixed period of time at higher yields.

What is the minimum amount I need to open a CD?

The minimum amount needed to open a CD is $500.00.

What happens if I have to withdraw my money from a CD before it matures?

An interest penalty is applied for any withdrawal prior to the maturity date, except if the withdrawal is required as a result of disability or death of the CD holder.

What happens when my CD matures?

When a CD matures, the interest is added to the deposit. You may then withdraw the total amount or choose not to withdraw the money on deposit. If you choose not to withdraw your funds, the CD will automatically rollover for the same time period, at the interest rate applicable at the time of rollover. The interest rate at the time of rollover may be more or less than the interest at the time the CD was initiated or last rolled over. You may choose, upon the maturity date, to add to or reduce the amount of money in the CD, and then open a new CD for a different length of time.

How will I know when my CD matures?

The maturity date is provided on the original document when you open a CD. You will also receive a written notice prior to your CD maturity date. As a courtesy, a Customer Service Representative may contact you by phone prior to the maturity date to notify you of the maturity date of the CD, and answer any questions.

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Money Market (MMDA)

What is a Money Market Deposit Account (MMDA)?

A Money Market Deposit Account, or MMDA, is similar to a savings account in which a premium rate of interest is paid on your money. You have access to your funds while in a branch, Online, with an ATM card, and with special checks for this account.

What is the minimum amount I need to open a MMDA?

The minimum amount needed to open an MMDA is $500.00.

What happens if my balance falls below $500.00?

Balances below $500.00 earn the current Sterling Bank & Trust Checking Account rate. Also, a minimum balance fee will be imposed each statement cycle if the average account balance falls below $500.00 on any day during the statement cycle.

How do I withdraw money from my MMDA and are there any limits on the number of times I can withdraw money during a statement cycle?

You may make up to six (6) withdrawals per statement cycle in any combination of withdrawals to another account of yours or to a third party by Online Banking, Voice banking, Automated Clearing House (ACH), fax requests, automatic transfers (including payroll transfers and overdraft transfers), check, debit card or similar order. You may make unlimited ATM and personal visit withdrawals.

To avoid exceeding this limitation, you may wish to make insurance, utility, or other recurring payments electronically from your checking account instead of your savings or money market account. You may also consider direct deposit to your checking account and then transfer to your savings account as funds are available.

May I add money to my MMDA after I open it?

Money may be added by depositing funds to the account at any time. You may also arrange for direct deposit of your payroll, Social Security check, etc.

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STERLING EAGLE™ CHECKING AND STERLING FREEDOM™ CHECKING

What is Sterling Eagle™ Checking?

Sterling Eagle™ Checking is a high-yield interest-bearing checking account that gives you both accessibility and convenience, with features that include an ATM or MasterMoney™ Card, Direct Deposit, Online Bill Pay, and more.

What is Sterling Freedom™ Checking?

Sterling Freedom™ Checking is a free basic checking account which offers Online Banking, Bill Pay, and ATM or MasterMoney™ Card access with no monthly minimum balance required.

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SAVINGS

Why should I open a savings account with Sterling Bank & Trust?

A savings account with Sterling Bank & Trust pays a competitive rate and you have fast access to your funds while earning more interest.

Do I have easy access to my funds?

You have easy access to your funds in a savings account. You can make unlimited deposits, and you may even use your Sterling ATM card to access your savings account.

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Sterling Hassle Free Switch Kit

What is the Sterling Switch Kit?

The Sterling Switch Kit makes it simple to switch from your old bank to Sterling Bank & Trust. Use the Sterling Switch Kit to set up or transfer your automatic payments and direct deposits, and to close your old bank accounts. Just provide us the names and addresses of the companies that take automatic payments from or make direct deposits to your old accounts. The Sterling Switch Kit will generate customized letters for you to print, sign and mail! You can save your progress and return as often as needed to update your information or print letters.

Will I have to pay any fees to use the Sterling Switch Kit?

The Sterling Switch Kit is a free service to all our customers.

What do I do after I have printed the letters?

After you print your personalized switch letters, you should attach a voided check or deposit ticket to any automatic payment/direct deposit letters. After that, just sign and mail them.

What if I don’t have my Sterling Bank & Trust account number?

You must be a Sterling Bank & Trust customer, and have your Sterling Bank account number to use the Sterling Switch Kit.

Can I close multiple bank accounts?

Yes, simply click “Close Another Account” on Step 2, and a new form will appear for you to enter information on the next account you would like to close. You can also choose this option on Step 3.

What if I forget my Password?

Click on the Forgot Password? link on the Sterling Switch Kit home page, and enter your email address and submit the form. Your password will be emailed to you.

Who do I call if I have questions?

If you have questions regarding the Sterling Switch Kit, please call Branch Operations at (800) 944-2265 and we will be happy to assist you.

How does Sterling Bank & Trust protect my personal information?

Any information that you enter into the Sterling Switch Kit is protected by our Privacy Policy.

Is there a way I can verify my direct deposit request has been processed?

You can verify your direct deposit set up or transfer by reviewing the recent deposits to your bank account using Sterling Bank & Trust’s Online Banking service, reviewing your printed bank statement or calling the Branch Operations at (800) 944-2265.

What is an automatic bill payment (ACH debit)?

Automatic bill payment is a convenient and efficient way of paying various types of companies (telephone, electric, credit card, insurance, etc.) for services or products provided. On the date your payment is due, funds are withdrawn from your bank account and sent electronically to the authorized companies.

How do I add a new automatic bill payment?

Use the Sterling Switch Kit to create a new automatic bill payment or to transfer an existing automatic bill payment to your Sterling Bank & Trust account. Simly click on the Add Another Deposit/Payment button on Step 3.

When will my automatic bill payment start?

Generally, it takes 2 billing cycles (30-60 days) to establish an automatic bill payment. Please plan any interim payments accordingly while your requests are processed.

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SterlingBank&Trust

Frequently Asked Questions

General

Online Banking - General and Technical

Online Bill Pay

Mobile Banking FAQ

Voice Banking

Direct Deposit

ATM Card

MasterMoney™ Card

Certificate of Deposit (CD)

Money Market (MMDA)

Sterling Eagle™ Checking and Sterling Freedom™ Checking

Savings

Sterling Hassle Free Switch Kit

View Your Accounts

55+? Join our Sterling Senior Club!

Sterling Switch Kit™

Security Center

Check Today's Rates

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