CIBC Frequently Asked Questions Sint Maarten
1. What changes can I expect during the transition from CIBC to Orco Bank?
Your banking services will continue seamlessly, with ATM access points, teller services, and night depository options remaining available. New services, such as digital interest and insurance tax letters, will also be introduced.2. Will my ATM access remain the same?
Yes, you will still have convenient access to ATMs at the Phillipsburg branch, and Maho Hotel. Additionally, you will receive a new ATM card from Orco Bank in January, which will be activated on February 8.3. Will I need to change my account number?
No, you will keep your current account number during the transition.4. How will my online banking services be affected?
You will gain access to Orco Bank’s online banking two (2) weeks before the transition date of February 7, 2025. Your existing CIBC username will be maintained. You will receive an email with step-by-step instructions on how to enroll and download the Orco Bank App. You will be able to start performing transactions on February 8th, 2025.5. What happens to my existing standing orders?
- Outgoing standing orders created in CIBC’s online banking will not transition and need to be recreated in Orco Bank’s online banking. Manually processed standing orders by CIBC will be transferred to Orco Bank.- For recurring payments from other local banks to CIBC, update the bank information to Orco Bank NV by February 8, 2025!
- Ensure to save the information of your standing orders, as this information will not be available to you once your CIBC Online Banking is disabled!
6. How will my loan accounts be handled?
Your loan accounts will transition to Orco Bank with the same terms and conditions, including interest rates, penalties, repayment schedules, and collateral. Automatic payments will continue as scheduled.7. What new services will Orco Bank offer after the transition?
- Appointment Booking: Easily book appointments online for various services by visiting: https://orcobank.qmatic.io/booking/singlebooking/serviceselection- Digital Interest and Insurance Tax Letters: Orco Bank now offers digital interest and insurance tax letters for personal and business account holders. You can access your digital letter free of charge in Orco Bank Online. You can request your Insurance Tax Letter via our Request form.
1. Download Interest Letter of previous year(s) for tax filing purposes: click here
2. Download Interest Letter of current year, for tax reduction purposes: click here
3. Request Insurance Tax Letter: click here
- Platinum Banking Services: Orco Bank’s Platinum Services offer personalized premium banking with tailored solutions and exclusive perks.
- Corporate Banking Services: Enhanced services for business customers include corporate accounts, specialized credit facilities, and advanced digital banking tools.
- Merchant Services Support: Contact Orco Bank's Merchant Support via WhatsApp at +721-584-4744, or via email at MerchantHelpDeskSXM@orcobank.com
8. How do I log into my new Orco Bank online banking account?
Use your existing CIBC online banking username to log into Orco Bank’s online banking once you receive the access details.
9. How can I access my account statements?
Your account statements will be available in your Orco Bank Online. For video tutorials, brochures, and guidance on using Orco Bank Online and Orco Bank App, for both individual and business customers, please visit our Online Banking Guide: https://orcobank.com/Personal/Services/24-7-Banking/Orco-Bank-Online
10. Will Orco Bank fees apply after the transition?
Yes, Orco Bank fees will apply after the transition. For a complete list of fees, please visit our Fees Schedule page here: https://orcobank.com/About-Us/About-Us/Fees-Schedule
11. Will Platinum Banking Services be available?
Yes, Orco Bank offers tailored Platinum Banking Services with exclusive perks and a dedicated relationship manager
12. What support is available for business customers?
Orco Bank's Corporate Banking Services provide robust financial solutions for businesses, including specialized credit facilities and advanced digital banking tools.
13. How do I get support for Merchant Services?
Contact Orco Bank's Merchant Services Support via WhatsApp at +721-584-4744, or via email at MerchantHelpDeskSXM@orcobank.com
14. Where can I find the latest updates on the transition?
Visit Orco Bank’s dedicated page for the latest updates: https://www.orcobank.com/About-Us/About-Us/Announcements/CIBC-Updates
15. What is the contact information for Orco Bank before and after the transition?
Until February 7, 2025:
- Address: Orco Bank Union Road 139F Union Plaza Cole Bay
- Phone: +721-544-4744
- WhatsApp: +599 9-732-7000
- Email: Customer.SupportSXM@orcobank.com
From February 10, 2025, onward:
- Address: Orco Bank Emmaplein 1 Phillipsburg
- Phone: +721-544-4744
- WhatsApp: +599 9-732-7000
- Email: Customer.SupportSXM@orcobank.com
16. Who should I contact for support before and after the transition?
Until the transition date of February 7, 2025, general customer queries will be handled by CIBC's branch as usual.
You may also reach out to your Relationship Manager. Additionally, the CIBC Customer Contact & Sales Center will remain available for card and merchant services until February 7, 2025.
Please contact them at:
Personal & Business Banking & Credit Card Clients:
- Monday to Friday: 24 hours, Saturday-Sunday: 7:00 a.m. to 12:00 Midnight
- Phone: 1-866-743-2257
After February 7, 2025:
For general queries and merchant services, you may contact Orco Bank using the following details:
Until February 7, 2025:
- Address: Orco Bank Union Road 139F Union Plaza Cole Bay
- Phone: +721-544-4744
- WhatsApp: +599 9-732-7000
- Email: Customer.SupportSXM@orcobank.com
From February 10, 2025, onward:
- Address: Orco Bank Emmaplein 1 Phillipsburg
- Phone: +721-544-4744
- WhatsApp: +599 9-732-7000
- Email: Customer.SupportSXM@orcobank.com
17. When is the last day to use CIBC POS terminals?
The last day for CIBC POS transactions will be February 6, 2025, until 11:30 PM. All transactions performed on this day will be settled in your account at Orco Bank on Monday, February 10, 2025.18. When will Orco Bank POS terminals be available?
Orco Bank POS terminals will be available and operational before noon on February 7, 2025. This transition aims to ensure a smooth continuation of merchant services.19. Who should I contact for support with my current CIBC services before the transition?
For questions or support with current CIBC FirstCaribbean services, please contact the CIBC Cash Management team prior to February 7, 2025:• Contact Person: Laura-Lynn Lawrence
• Phone: +1-246-230-8942 or +1-246-467-8848
20. Is there a place where I can find additional information?
Yes, we encourage you to visit this page for more details and updates on the transition process.
21. Who should I contact for new cash management business inquiries before the transition?
Any new merchant service or cash management business inquiries should be directed to the CIBC First Caribbean Cash Management team before February 7, 2025.
22. Where can I find information about international transfers?
You can find detailed information about international transfers by visiting this link: International Transfers
Card Pick-up Details
23. Where do I pick up my card?
You can pick up your card at the Belair Community Center.24. What are the dates and times for card pick-up?
• Monday, January 13th - Saturday, January 18th, 2025Time: 8:30 AM - 6:30 PM
• Monday, January 20th - Wednesday, January 22nd, 2025
Time: 8:30 AM - 6:30 PM
• Closed on Sunday, January 19th, 2025
25. What do I need to bring to pick up my card?
Please bring a valid ID (passport, driver’s license, not older than 2 months) for verification purposes.26. What happens if I don’t pick up my card during the scheduled dates?
We encourage you to pick up your card as soon as possible within the given schedule to ensure uninterrupted service. For further assistance, please contact us.
27. Is there an incentive for picking up my card early?
Yes! By picking up your card during the designated dates, you enter for a chance to WIN ANG 3,000!
28. Can someone else pick up my card on my behalf??
Yes, this is possible. Please complete, sign, and bring this document upon picking up the card.
29. Can my card be mailed to abroad?
Yes, this is possible. Please complete the form below, sign it, and email to Customer.SupportSXM@orcobank.com.
30. How can I get assistance or more information?
For any questions or assistance, please contact us through the following:• Phone: +721-544-4744
• WhatsApp: +599 9-732-7000
• Email: Customer.SupportSXM@orcobank.com
Feel free to reach out to us with any further questions or visit our Phillipsburg branch starting February 10th, 2024. Our dedicated team is ready to assist you every step of the way.
Updated on: January 9th, 2025