FREQUENTLY ASKED QUESTIONS

211870980

Existing Customers:

We open accounts for existing customers who reside in any state.

New Customers:

We open accounts for new customers who reside in any of the New England States which includes:

• Maine
• Vermont
• New Hampshire
• Massachusetts
• Rhode Island
• Connecticut

Click here to open an account today!

You can contact your local banking center by phone, email, or U.S. mail. Find your local banking center information on our Locations & ATMs page.  All banking centers can be reached by calling 800-322-8233.

Country Bank is dedicated to making a difference in the communities we serve. Our commitment extends beyond business, focusing on empowering local organizations and improving the quality of life in our primary market areas. By investing in community development, we foster economic and social prosperity. This mutual support and growth philosophy is central to our identity, ensuring that as Country Bank grows, our communities flourish with us. At Country Bank, we believe your organization was made to make a difference. By supporting you, we’re making our community a better place to live. It’s how we make a difference. Learn more about our recent donations or request a sponsorship.

Country Bank’s culture brings together people who are committed as much to each other as they are to our customers.  We offer competitive compensation, a comprehensive benefits package, and as an Equal Opportunity Employer, diverse applicants are encouraged to apply.

Explore our current openings.

No. Country Bank does not charge a fee when you use your card; however, you may be subject to a surcharge from another bank when you use their ATM. We belong to the SUM network which allows you to use other SUM member bank’s ATMs without incurring a surcharge. Visit the SUM website for a complete list of participating SUM ATM banks.

Yes, at most of our ATM/ITM locations. The only location that cannot accept deposits is the Worcester Public Market.

Never disclose your PIN number to anyone or allow anyone else to use your card. Do not write your PIN number on or near your card. The only way someone could use your card at an ATM is if they obtained your PIN number. If you have a debit card, someone could potentially use your card without your PIN, so it is extremely important to notify us immediately if your card has been lost or stolen.

To report unauthorized activity on your debit card, notify our debit disputes partner immediately by calling 1-800-808-6402 (24-hours per day) or us at 800-322-8233 during normal business hours.

If you believe that your card has been lost or stolen, notify us immediately by calling 800-322-8233 during normal business hours or 800-528-2273 during non-business hours.

If you lost your card outside of the United States during non-business hours, please call 812-647-9794.

Visit any one of our banking center locations to receive a new card – the same day!

Mastercard® Debit card

This type of card allows you to access funds from your checking, money market and savings accounts via an ATM and gives you the ability to make purchases anywhere Mastercard is accepted.  These purchases are withdrawn from your primary checking account. Money market and savings accounts can only be linked to a debit card and accessed at an ATM.

ATM card

This card gives you the ability to access funds from your checking, money market or savings accounts via an ATM.

Our 24/7 fraud monitoring may block transactions in any area that is determined to have a high volume of fraudulent activity. It’s best to inform us when you are traveling more than 100 miles outside of your residential address to ensure a seamless experience using your debit card.  Please contact us at 800-322-8233, visit one of our Banking Centers or send a secure email and one of our Customer Care Center team members will contact you as soon as possible on the next business day to assist you.

It’s best to inform us when you are traveling more than 100 miles outside of your residential address to ensure a seamless experience using your debit card.  Please contact us at 800-322-8233, visit one of our Banking Centers or send a secure email and one of our Customer Care Center team members will contact you as soon as possible on the next business day to assist you.

Your card could be declined for numerous reasons. Please call our Customer Care Center at 800-322-8233 during normal business hours so they may assist. After normal business hours, send a secure email stating that you are having trouble with your debit card and one of our Customer Care Center team members will contact you as soon as possible on the next business day to assist you.

Your card could be locked or shut off for potential fraud transactions.  Please call our Customer Care Center at 800-322-8233 so they may assist. After normal business hours, send a secure email and one of our Customer Care Center team members will contact you as soon as possible on the next business day to assist you.

If you have received a fraud alert you should respond to the number provided in your SMS or phone message.  If you need additional information please call our Customer Care Center at 800-322-8233 during normal business hours. After normal business hours, send a secure email and one of our Customer Care Center team members will contact you as soon as possible on the next business day to assist you.

Notify our Debit Disputes partner immediately by calling 866-279-1399 (available 24/7) or contact Country Bank at 800-322-8233 during normal business hours.

Business customers: Please contact us at 800-322-8233 to enroll in online or mobile banking.

Consumer customers: Download the Country Bank app from the app store on your mobile device and follow the prompts. If you’re already an online banking user, use your existing login credentials to log into the mobile app. You will need the following information to enroll:

• Last 4 digits of your Social Security Number
• Your Zip Code
• A valid phone number or email on file to receive a one-time authentication code (also known as MFA or Multi Factor Authentication)

Enroll for eStatements in online banking or mobile banking by clicking “Other Features” in the menu bar and then click “Delivery Preferences” to complete setup. If you open new accounts after you are enrolled, you will need to enroll your new account(s) in eStatements by following the same process

You can temporarily shut off your debit card by selecting “Manage Cards” from the Mobile Banking menu. When you temporarily shut your card off, it blocks transactions from posting to your account. If you find your card, you can turn it back on instantly. If you find that you really did lose your card, call us at 800-322-8233 to report it lost during normal business hours or call 833-933-1681 after normal business hours.

Country Bank supports mobile wallet payments with Apple Pay, Samsung Pay and Google Pay. You can simply scan your phone to make payments anywhere mobile purchasing services are accepted.

Here’s how mobile purchasing works:

1. Download Apple Pay, Samsungs Pay or Google Pay to your phone, and then add your Country Bank debit card information.
2. At checkout, hold up your device to the scanner to make a purchase. Since your card is digitally encrypted, there’s an extra layer of security every time you choose to pay with your phone.
3. That’s it! Go on your merry way, without even reaching for your wallet.

Yes, consumer customers can open accounts through the mobile app. Log in to the app and under Other Features, click on Open an Account.

Business accounts cannot be opened online. Please visit one of our Banking Centers to open an account.

Yes, log in to the mobile app or online banking and go to Settings.

Yes, at Country Bank your data security is our top priority. We use state of the art data encryption, username and password requirements, and multifactor authentication (MFA).

If you need help resetting your password or retrieving your login ID, click on Forgot Username/Password and follow the prompts to retrieve your username or reset your password. If your still experiencing issues, feel free to call Customer Care Center at 800-322-8233 or visit a Banking Center.

1. Log in and go to the main menu and select “deposit”
2. Select “deposit a check”
3. Select the account you want to deposit the check into
4. Enter the amount of the check
5. Take pictures of the front and back of check and submit
6. You will need to accept the disclosure if you have not performed this function before.

Try placing the check on a flat, dark surface and be sure you have good lighting. Confirm the numbers on the bottom of the check are legible and the check is not missing any information, such as the payee, amount, signature, date, or endorsement.

Checks deposited Monday – Friday before 4:30pm will be credited to your account on the same day. All other deposits will be credited to your account on our next business day.

You sure can! Use our free Bill Pay, which integrates with your online banking bill pay so your payees will already be available. For faster payment options, use Picture Pay, where you can just snap a photo of your bill to make a payment!

Just select “pay bills” or “picture pay” from the first screen then select “make a payment”.

Our Customer Care Center is available Monday – Friday from 8am – 6pm and Saturdays from 9am – 2pm. Call us at 800-322-8233 and we would be happy to help you!

Click on ‘Forgot Username or Password’ and follow the prompts. If you’re still having issues, please contact our Customer Care Center at 800-322-8233. After business hours, feel free to send a secure email to let us know you need assistance logging in and one of our Customer Care Center team members will contact you as soon as possible on the next business day.

Currently, the system will allow you to retrieve the prior eighteen months of account statements. If you need information prior to that, please contact us at 800-322-8233 and our Customer Care Center would be delighted to assist you.

• Click on Loan Transfer
• Click on Transfer Money
• Select a deposit account in the “from” dropdown
• Select a loan account in the “to” dropdown
• Select the send date, payment, dollar value, and frequency of the payment
• Click “submit.”

Please note: Making a Country Bank loan payment with our bill payment feature may delay your payment. Please be sure to go to Loan Transfers to make your loan payment.

To prevent unauthorized access to your accounts, we will lock your account if you make three unsuccessful attempts to log in. If you’re having issues, please contact our Customer Care Center at 800-322-8233. After business hours, feel free to send a secure email to let us know you need assistance logging in and one of our Customer Care Center team members will contact you as soon as possible on the next business day.

Due to legal requirements, we limit the ability to make certain types of payments. Payments outside the United States are prohibited and may not be issued under any circumstances. The following payments may be scheduled at your own risk: federal, state and local government tax payments or municipalities. We also cannot allow payments for anything court-directed. These entities will not work with a third party to settle your bill if the payment becomes lost in the mail or credited improperly.

• Click on the “I want to” drop down
• Select Pay Bills
• Select the + button at the bottom of the screen
• Select Add Payee
• Search for the payee
• If your payee is not listed, select the option to add the payee manually.

Electronic or check payments can be made in both Bill Pay and Picture Pay. Both Bill Pay and Picture Pay requires a full account number for a payment to get sent electronic/ACH. If your bill does not have a full account number, you can still snap a photo, and edit the payee afterwards to enter the full account number.

You can change your checking account once you click on Pay to schedule a payment.

• Select View Payments using the “I want to” drop-down
• Click the Edit icon
• Edit the payment information
• Click the Save button when you are finished

You may schedule a payment years into the future, however, we recommend not scheduling too far into the future as you may forget about them or the due date or dollar amounts may change. You can choose the payment date to be indefinite when setting up a recurring payment.

Bill payment history can be retrieved for the previous 12 month period.

• Select View Payments using the “I want to” drop-down
• Click the Trash can icon
• Click Yes

If you are not able to delete the payment it may have already been processed. If the payment was sent by check, contact us right away at 800-322-8233 or send a secure email after business hours and one of our Customer Care Center team members will contact you as soon as possible on the next business day.

If your payment was sent electronically, you should contact the payee to determine what they can do to assist you. Since we cannot electronically retrieve your money, it is up to the payee to decide if and how they will reimburse you.

If the payee is being paid with an electronic payment, the amount of the payment will be deducted from your account within 2 business days of the payment processing date.

If the payee is being paid with a check, the amount of the payment will not be deducted from your account until the check is presented for payment.

Wire transfers that happen within the United States can be completed within the same business day, often within a few hours. International wire transfers can be completed between 1-5 business days. If you do not initiate your transfer within the appropriate cut-off time, your transfer may be delayed.

An ACH payment allows you to make payments and receive money electronically rather than waiting for a paper check. ACH payments generally take longer than a wire transfer to process.

1. Select View Payments using the “I want to” drop-down
2. Click on View Payments to review Scheduled payments then select Recent to view more details like payment status and method of delivery.

Individuals will need one primary form of identification. Alternatively, if one of the primary forms of ID cannot be provided, two secondary forms of identification are required Minors need to provide a birth certificate as one of their secondary forms of identification.

Primary

Driver’s License or ID Card

Passport

Permanent Resident Card (Green Card)

Firearms Permit

Police, Civil Service, Military Identification

U.S Visa

Secondary

Social Security Card

Credit Card with picture and signature

Employee ID with picture and signature

Health Care/Insurance Card (containing a name and member number)

Current Utility Bill (showing current address)

Student ID with picture and signature

Current Credit Card Bill (showing current address)

Birth Certificate (Required for minors) or Marriage Certificate

EBT Card (Massachusetts Residents only)

Pay Stub (current)

Vehicle Registration

ITIN Card (non-U.S Person)

ATM Card: A minor may have an ATM card on their statement savings account as long as the parent/legal guardian signs as the responsible party.

Debit Card: A minor may have a debit card on their student checking account as long as the parent/legal guardian signs as the responsible party.

Notations:

On accounts owned individually or jointly by a minor, deposits and withdrawals are allowed without requiring permission from the parent/legal guardian. If the parent/legal guardian wishes to eliminate the minor’s ability to withdraw, they may want to consider opening an account with the minor as beneficiary, which means they will not have the capability to withdraw.

• • If a minor owns an account jointly, only the account owners can withdraw from the account. The parent/legal guardian has no right to the funds unless they are a joint account holder. The parent/legal guardian may come in with the minor, and then we would allow the minor to withdraw.
  • If a minor owns an account individually and the parent/legal guardian comes in wishing to withdraw from the minor’s account, they must prove that they are the parent or legal guardian.

Yes, at most of our ATM/ITM locations. The only location that cannot accept deposits is the Worcester Public Market.

Kasasa Protect™ is the fastest and simplest way to guard against fraudulent activity. You’ll receive notices about important changes in your credit report, including: 

• Loan data
• Inquiries
• New accounts
• Judgments
• Liens
• And more

Kasasa Protect™ provides full access to your annual credit report from Experian including deep insights into your credit record so you can proactively manage your financial health.

Every deposit account at Country Bank is insured in full. In addition to Federal Deposit Insurance Corporation (FDIC) insurance, Country Bank offers Depositors Insurance Fund (DIF) protection.

• The standard insurance amount is $250,000 per depositor, per insured bank, for each account ownership category.
• All deposits above the FDIC limits are insured in full by the DIF
• The combination of FDIC and DIF insurance provides customers of Massachusetts-chartered savings banks with full deposit insurance on all of their deposit accounts

Yes, you can pay your taxes through Cash Management or by signing up with EFTPS.

Check Positive Pay: Welcome to the most powerful tool available to combat check fraud. This service monitors each check presented and matches it to a list of known issued checks. If there is a question or discrepancy, we flag it and let you know.

ACH Positive Pay / Blocks and Filters:
This tool is made to help you fight fraud associated with electronic payments. It gives your business the ability to block all ACH debits and/or credits from posting to your company accounts to prevent ACH fraud—or to control the ACH debits that post to your account.

Contact us if you are interested in adding these services.

Remote deposit capture allows you to scan checks and transmit scanned images to Country Bank for posting and clearing from the comfort of your office. Checks can be scanned to create a digital deposit. This digital deposit is then transmitted over an encrypted internet connection to Country Bank for clearing and posting.

Please visit the FDIC and the DIF for more information on deposit insurance.

The DIF is a private, industry-sponsored insurance company. The DIF is not backed by the federal government or the Commonwealth of Massachusetts.

LEARN MORE: DIF

No. All of your deposits at Country Bank are insured automatically.

Country Bank is a state-chartered mutual savings bank incorporated in 1850. Our primary regulator is the Massachusetts Division of Banks.

No depositor has ever lost any money in a bank insured by both the FDIC and the DIF. The DIF has more than $300 million dollars in assets, plus an additional $100 million of reinsurance.

No. While there are other “excess” deposit insuring entities, only Massachusetts chartered savings banks (and one federal savings bank) provide the additional protection of DIF insurance. For additional information visit the DIF website.

Yes. Along with other Massachusetts-chartered Savings Banks, Country Bank is a member of the DIF (Depositor’s Insurance Fund). All deposit amounts above the FDIC limits are fully insured by the DIF.

Deposits at Country Bank are insured by the FDIC (Federal Deposit Insurance Corporation). FDIC is an agency of the federal government.

All types of deposit accounts are insured. This includes personal checking and savings accounts, certificates of deposit, business checking, money market deposit accounts and savings accounts, and retirement certificates of deposit.

The standard insurance amount is $250,000 per depositor, per insured bank, for each account ownership category.

All deposits are insured through the combined coverage of the FDIC (Federal Deposit Insurance Corporation) and the DIF (Depositor’s Insurance Fund). Under the FDIC, the standard insurance amount is $250,000 per depositor, for each ownership category. As a depositor in this bank, all of your deposits and accrued interest are insured in full without limit or exception. All deposits above the FDIC limit are insured in full by the Depositors Insurance Fund.

There has been a lot in the news lately about deposit insurance and bank safety. This question and answer section is to provide you with useful information about the safety and security of your funds at Country Bank. You can be confident that Country Bank is in a strong financial position and your interests are safe. In fact, the deposits of Country Bank customers are backed by the Federal Deposit Insurance Corporation (FDIC) to the maximum extent allowed by law. Additionally, the Depositors Insurance Fund insures all deposit amounts above FDIC limits in full.

LEARN MORE: FDIC

LEARN MORE: DIF

The combination of FDIC and DIF insurance provides Country Bank customers with full deposit insurance on all their deposit accounts. If you need more information or would like to discuss your accounts, please visit any of our branches or contact our Customer Care Center at 800-322-8233.

Yes, we participate in the Guaranteed Rural Housing Loan Program. You do not have to be a first time homebuyer. For additional information regarding this program, contact us at 800-322-8233 or email us. Information is also available on the Rural Housing website.

Yes, Country Bank can help you purchase your mobile home with competitive mobile home financing options. Explore our mobile home loan rates.

A point is pre-paid interest and each point is equal to 1% of the amount you borrow. For instance, if you borrow $100,000 with one point, the point will be equal to $1,000. Generally, points are paid at closing. Paying points up-front normally allows you to obtain a lower interest rate.

We have you covered! Here is the information you’ll need when you are ready to apply for a mortgage.

STEP 1: GET PRE-QUALIFIED TO MAKE YOUR PURCHASE

Fill out a mortgage application for a prequalification. As part of this process we will obtain your credit report and request income documentation. We will then determine the amount you would be approved for and issue a prequalification letter. This letter can be used to put in an offer on a home.

STEP 2:  APPLYING FOR YOUR MORTGAGE LOAN

If you are purchasing a property,  you will want to contact your loan officer to get your mortgage application started and submitted once an offer is accepted. If you already own the property than simply reach out to a loan officer to get the mortgage application started and submitted.

STEP 3: REVIEW LOAN ESTIMATE
Once we have received and processed your submitted mortgage application, you will receive your initial loan disclosure paperwork which includes your loan estimate (a breakdown of potential closing costs associated with your transaction).

STEP 4: PROPERTY APPRAISAL

Once you have reviewed your initial disclosure package and signed your intent to proceed. The appraisal fee will be collected and your appraisal will be ordered. The property will be appraised to establish its current market value.

STEP 5: UNDERWRITING PROCESS

The Loan Processor will submit your paperwork to a Residential Mortgage Underwriter who will underwrite this file to secondary market guidelines.

STEP 6: LOAN APPROVAL PACKAGE

After underwriting has approved your mortgage, the loan approval package will be sent out to you. Typically, this package will contain any outstanding loan conditions that are needed before the closing can be scheduled with the attorney. Once underwriting has received and reviewed the outstanding conditions, the loan will be cleared to close. At that point you will begin to work on scheduling the closing with your attorney. At least three days before your closing, you will receive your initial closing disclosure. This is a very important document as it breaks down the amount needed to bring to the closing.

STEP 7: CLOSING

The “closing” is the last step in buying and financing a home. This is when you and all the other parties in a mortgage loan transaction sign the necessary documents. Before you sign, make sure you carefully read and understand all the loan documents.

Private mortgage insurance (PMI) protects the lender if the borrower stops making payments on a loan. Lenders generally require consumers to purchase PMI if their down payment is less than 20 percent of the sales price or the appraised value of the home.

Interest may be tax deductible; you should consult a tax advisor regarding the deductibility of interest and charges on an equity line of credit.

Our mortgage experts would be more than happy to find the right mortgage for you! They can help you determine which option would be right for your financial goals. To see a list of these professionals click here.

Yes! If you haven’t owned a home in the last three years, we are ready to help you achieve your homeownership goals! Country Bank offers first time home buyer programs and special discounts for first time home buyers.

You can get a conventional mortgage with as little as 3% down, or if you plan to purchase in an eligible rural area, a USDA loan  offers 100% financing. However, if you are financing more than 80% of the lesser of the sales price or value of the home, Private Mortgage Insurance (PMI) is required.

Credit requirements are dependent on many different factors, including the loan program applied for. If you are unsure of how your credit history will affect your application, please contact one of our loan officers who will discuss options with you.

Closing costs are the fees you pay to complete your loan; they include but are not limited to origination fee, title insurance, prepaid escrows, and more. Closing costs will vary depending on many different factors including the loan program applied for, down payment, etc. Your loan officer will provide you with a loan estimate that will break down expected closing costs.

Both fixed rate and adjustable rate mortgages have benefits. It really depends on your particular scenario. Your loan officer will be happy to go over all options with you so you are comfortable with the loan program you have chosen.

Financing options are available for up to  95% of the value of the vehicle.

Apply today, and we may be able to help you adjust your loan term for a more affordable monthly payment

To calculate a Loan-to-Value (LTV) estimate, divide your current loan balance by the current appraised value of your home and multiply the result by 100. For an exact LTV calculation or help to determine your HELOC rate, please contact one of our HELOC experts today.

Yes, hazard insurance is required. Contact one of our HELOC experts today to learn more about this requirement.

Yes, $800 is the minimum amount you can take out for a personal loan.

The maximum amount you can borrow with a personal loan is $5,000.

You must be 18 years or older to apply for this loan.

The minimum loan proceeds for a Credit Booster loan is $200.

The maximum loan proceeds for a Credit Booster loan is $3,000.

If the loan is 30 days late, it will be reported as such to the credit bureau and it could negatively impact your credit history and credit score.

Our Cash Management Support Team is available Monday – Friday from 8:00-4:30 at 413-277-2206.

We offer self-administration where you can grant an administrator who will have access to add and remove online banking users at any time.

Yes, if your business is set up for wire transfers, you will have the ability to send both domestic and foreign wires (foreign wires will need to be sent in U.S. funds).

Our ACH payments processed through the cash management are available the next business day, not the same day.

The funds will be available the same day unless you are notified differently for deposits made on a business day. If the deposit is made on a non-business day, the funds will be available by the end of the next business day unless you are notified differently.

Remote deposit capture allows you to scan checks and transmit scanned images to Country Bank for posting and clearing from the comfort of your office. Checks can be scanned to create a digital deposit. This digital deposit is then transmitted over an encrypted internet connection to Country Bank for clearing and posting.

Check Positive Pay: Welcome to the most powerful tool available to combat check fraud. This service monitors each check presented and matches it to a list of known issued checks. If there is a question or discrepancy, we flag it and let you know.

ACH Positive Pay / Blocks and Filters:
This tool is made to help you fight fraud associated with electronic payments. It gives your business the ability to block all ACH debits and/or credits from posting to your company accounts to prevent ACH fraud—or to control the ACH debits that post to your account.

Contact us if you are interested in adding these services.

An ACH payment allows you to make payments and receive money electronically rather than waiting for a paper check. ACH payments generally take longer than a wire transfer to process.

Yes, you can pay your taxes through Cash Management or by signing up with EFTPS.