When you come to our log-in screen, you’ll see the chat icon at the bottom left of the screen (See image 1). If you have a general banking question, you can ask it here. If you have a question specific to your account, you will need to log in to digital banking before using chat. Once logged in, you’ll see the chat icon in the upper right of the screen. (See image 2.)
Nathan Van Zele, who leads INB’s digital banking services, says we can answer account-specific questions once someone logs in because, at that point, we know the person sending the chat message is the account owner.
“Security is always our main concern,” Nate adds. “We need to know who you are and that you have access to an account before we start sharing personal information.”
This new method of communication just gives customers another option when they have a question about an account. “Sometimes, they’re in a place where they can’t make a phone call but they have a question. Chat allows them to initiate the discussion,” Nate says.
The INB employees on the other side of chat are the same employees you’d talk to when making a phone call. Either someone from our Customer Care Center or digital banking staff will get you your answers. We’ll have someone standing by to help you Monday through Friday from 8 a.m. to 5 p.m.
If you have questions about chat, please call us at 1-877-771-2316.