Questions about Client Fund Service
For answers to your questions about BNZ Client Fund Service.
General
What is online Client Fund Service?
Online Client Fund Service helps you to better manage your money and your clients' funds. You could earn a higher rate of interest or commission on trust funds (or “pooled” individual funds) than you or your clients would by investing them separately.
Who can use Client Fund Service?
Anyone who manages - or wish to manage - funds on behalf of clients, but who currently don't offer call or term investment facilities. For example:
- solicitors
- accountants
- stockbrokers
- financial consultants
- real estate agents
Anyone who manages - or wish to manage - a number of investments belonging to their own organisation:
- health boards
- local authorities
- schools
- businesses
- trustees
Any Groups having several members who wish to “pool” their savings together to earn better interest rates for themselves:
- community groups
- service groups
- not-for-profit organisations.
- Client Fund Service also provides for commissions to be earned and paid
How much does Client Fund Service cost?
Signing up and using Client Fund Service is free for all users, there are no fees charged for Client Fund Service accounts. There are no charges for NetGuard token security either. Normal account fees apply for the accounts nominated for Client Fund Service.
What are the different levels of access within Client Fund Service?
There are three types of users with three different access levels:
- Sub-user
- Authoriser, and
- Administrator
Sub-users are able to perform most tasks within Client Fund Service, however these must then be authorised before they are actually processed.
Authorisers are similar to a Sub-user except they have the ability to authorise pending transactions to be processed.
Administrators must be one of the Account Owners or be an authorised signatory for the account. An Administrator can perform all Client Fund Service tasks except their own maintenance e.g. reset passwords.
Should I use Internet Banking for Business, or PC Business Banking?
The answer to this question will depend on your answer to the following questions;
- What type of payments do you make?
- How many payments do you typically make?
- How many users do you need to give access to?
- What type of access do they require?
For information about Internet Banking for Business and PC Business Banking and to compare what each service can do, please read our Online Banking Product Comparison.
If you would like to discuss your requirements further, we recommend you contact one of our Business Managers.
Why do I need JavaScript enabled?
The Client Fund Service application requires JavaScript to ensure certain functions perform correctly. If you have JavaScript disabled, please access your browser's internet options to enable JavaScript. If you are unsure how to do this, please refer to your browser's help content.
Registration
How do I register for online Client Fund Service?
- Step 1: Contact your BNZ Partner to check that you have the correct bank accounts loaded to register for online Client Fund Service.
- Step 2: Simply complete the online registration form, print it out and have it signed by all account owners. Then post or fax the form to the Bank. Please make sure that you have read the accompanying Terms and Conditions before registering.
- Step 3 Once your application has been verified by the Bank, normally within two business days of being received, your Administrator will receive an email confirming your registration.
- Step 4 Your Administrator will then receive the NetGuard token followed by the temporary PIN letter in the post approximately 5 business days later. Once your Administrator has activated their token, they will then be able to log in to online Client Fund Service
What information do I need in order to complete the online registration form?
To complete the online registration form you will need, the name, phone number and email address of the person who will act as the first ‘Administrator’ for your online Client Fund Service. For your security, this person must be an account owner or account signatory.
If you require help while completing the online registration form, the Help icon on each page will provide you with more information.
I am having trouble registering - what should I do?
You will need to decide who will be your Administrator. This person will be responsible for managing access to online Client Fund Service. For your security, the Administrator must be an account owner or an authorised signatory.
On completing the online registration form the Administrator must choose a User ID and temporary password. These entries must meet certain criteria.
User ID
- Must be 3-8 characters and can contain both letters and numbers
Temporary Password
- Must be 6-8 characters in length, is case sensitive and must contain both letters and numbers
- Please ensure you remember the temporary password as this will be needed for the final stage of the registration process and we do not keep a record of it for security purposes
If you require help while completing the online registration form, the Help icon on each page will provide you with more information. Alternatively, you can call 0800 269 237, Monday to Friday, 8.30am to 5pm.
How long from registration before I can log in?
Once your application has been verified by the Bank, normally within two business days of being received, you will receive an email letting you know you can log in and change your temporary password. Your online Client Fund Service Access Number will be included in this email.
You will then receive your NetGuard token followed by your temporary PIN letter in the post approximately 5 business days later. Once you have activated your token, you’ll then be able to log in to online Client Fund Service.
Logging in
I am having trouble logging in. What should I do?
- Check that you are entering all your details in the correct format.
Access Number
- 9 digits
- numbers only - no letters or special characters except you may enter two dashes e.g. 123-456-789
- can be found on the email received from the Bank on acceptance of your application for online Client Fund Service.
User ID
- must be 3-8 characters
- can contain both letters and numbers
Password
- must be 6-8 characters in length
- must contain both letters and numbers
- Your password is case sensitive. Check that your caps lock is not turned on.
| If you are | Your password can be reset by: |
|---|---|
| Authoriser or Sub-user | The Administrator for your business / company |
| Administrator | Another Administrator for your business / company, or You can complete a Request a new Client Fund Service Password form and send it to us to process. |
NetGuard token
All online Client Fund Service users require a NetGuard token to log in. Ensure you have received your NetGuard token and temporary PIN letter in the post.
The first time you use your token you will need to activate it. Turn on the NetGuard token by pressing (<), enter the temporary PIN number from you PIN letter. You then select your own personalised 4-digit PIN, then press 1 when APPLI is displayed – this will need to be entered twice to confirm it.
Follow the online instructions then enter the log in code from your NetGuard token on the NetGuard security screen and click Continue.
If you require assistance, you can call 0800 269 4242, Monday to Friday, 8.00am to 8pm.
I am an 'Administrator' for online Client Fund Service - can I reset the passwords for other users? How?
Yes, as Administrator, you can reset the password for all other users, except your own. To reset passwords, visit the Administration section of online Client Fund Service, and select User List from the menu on the left hand side.
You have the option to ‘reset password’ for each Authoriser and sub user. Once the password is reset, the user must log in to online Client Fund Service within 3 days or the temporary password will expire.
I am an Administrator and have forgotten my password? What do I do?
If you have forgotten your Administrator Client Fund Service password, you can either:
- Get another Administrator to reset your password.It is recommended that you have two Administrators as this provides a back up Administrator to reset each other’s passwords should one of you become locked out.
- Complete the Request a new Client Fund Service Password form.You can find this form any time, by selecting Online Help link on Client Fund Service login screen.
Why do I need session cookies?
Session cookies are a security feature, one of a number used by Bank of New Zealand, to ensure that your information is kept confidential. Session cookies only remain on your computer for the duration of your online Client Fund Service session.
Security
What security measures has Bank of New Zealand put in place?
Security for communications and transactions over the internet is important for both Bank of New Zealand and our customers. The online Client Fund Service security system has been selected by us following extensive research.
While we endeavour to provide a secure online Client Fund Service system, you will need to take responsibility for your own computer anti-virus measures and security procedures to prevent unauthorised use of and access to our online Client Fund Service and to protect your personal information and bank accounts.
In addition to our sophisticated cryptographic implementation, robust firewall technology is employed to help to protect Bank of New Zealand's internal systems and customer's information against intrusion from the internet.
We have also implemented NetGuard token security for online banking. Online Client Fund Service provides the added security of using NetGuard token to help protect customers’ and clients’ identities and money from risks of online fraud.
NetGuard token
How do I use my NetGuard token for the first time?
Firstly, you will need the following:
- Your token - this should arrive within 5 business days (international postage may take longer)
- Your temporary PIN code - this should arrive in a separate letter shortly after the token
- Before your token can be used to log in to online Client Fund Service, you will need to set your own 4-digit personalised PIN (instructions will be included with your temporary PIN). Please call us on 0800 269 4242 if you are having difficulties.
I've forgotten my token's 4-digit PIN code. What should I do?
For security reasons, your token will block access after 5 attempts at an incorrect PIN. Please ensure the message 'LOCK PIN' along with a 7-digit code is displayed on your token. Then complete the following form to request an unlock code PDF 26KB.
I have been given a token and I don’t know the PIN code. What should I do?
If you have been given a token and you don’t know the PIN you must request to reactivate the token:
Firstly
- The token must be put into a PIN blocked status (enter an invalid PIN 5 times). A locked code will then display on the token screen.
- Then complete the request an unlock code form (signed by the administrator) and fax to the Bank.
- An unlock code will then be sent to you as the new user via email.
- You can then unlock the code and set a new PIN number.
My NetGuard token is lost, stolen or damaged. How do I arrange a replacement and/or a Bypass?
If your token has been lost, stolen or not operating due to damage or a flat battery, please complete the following form to request a replacement token or Bypass PDF 40KB..
Can I change my personalised 4-digit PIN on my token?
Yes. You can change your PIN at any time by following these steps:
- Step 1 Press ‘>’ to turn on your token
- Step 2 Enter your existing 4-digit PIN
- Step 3 Hold down ‘>’ for two seconds
- Step 4 Enter a new 4-digit PIN
- Finish Now re-enter your new PIN to confirm.
Can I use one NetGuard token to access multiple Bank of New Zealand online services?
Yes. You can use a single NetGuard token to access multiple Bank of New Zealand online services.
You need to:
- Advise the serial number of the NetGuard token you wish to keep.
- Advise the Access number(s) you now wish to use the above NetGuard token with.
- Arrange for the administrator(s) of the Access number(s) referred to in 2 above to sign the request to consolidate my NetGuard tokens form PDF 14KB.
