Lockbox services

Overview

First time log in and access management

Dashboard and gadgets

Search

Image tools

Reporting

Admins: Creating users and groups

Admins: Resetting passwords and user management

Admins: Viewing your lockbox set up

Exception Management System

Overview

Transcript

Is your staff spending too much time processing checks and payments by hand? Truist Lockbox Services can make collecting and processing receivables easier—so you can save time and money.

Truist Lockbox services are offered in: Charlotte, Dallas, Chicago, Los Angeles, Memphis, Nashville, Atlanta, Orlando, and Baltimore.

There are two types of lockboxes:

Wholesale lockboxes are best for businesses that need quick access to large-dollar checks. Options include a paper remittance package, a lockbox summary, and a batch summary.
Retail lockboxes are best for enhancing efficiency when processing a lot of low-dollar payments. Options include a paper remittance package that includes journal listing and batch listing reports.

And with the Lockbox Image Browser, you’ll get nearly real-time access to check and document images. With quick access to check images, pay stubs, and envelopes using a customizable desktop dashboard, this solution includes helpful widgets like alerts, bulletins, lockbox summary, and batch listing.

The image browser functions as a document reader service for non-payment documents like legal information, explanations of benefits, and invoices. It streamlines document management with online archives dating back one year to 11 years.

Paper documents are destroyed at the lockbox location after 10 days, but electronic images are retained based on your archive duration. So once you create electronic images of your documents, you can cut down on storage costs and potential security risks that may come with the handling of physical documents. The Lockbox Image Browser quickly retrieves information from multiple locations over long periods of time, and it allows access to check and remittance information through the web, daily image transmission files, monthly CD-ROMs, or virtual CDs.

During lockbox processing, Truist captures check images and remittance documents. You can access these images with the Lockbox Image Browser. Whether you have a wholesale or a retail lockbox, the Lockbox Image Browser lets you search for images and documents using sort fields, manage images of checks and documents, generate and download reports of your deposits, download batches of images, filter by criteria like deposit date, amount, or customers, and edit data entry fields. Plus, these images and reports can be accessed on the same day, usually within two hours of processing.

Let's explore each feature in more detail.

1. The search module on your dashboard allows you to search across multiple lockboxes and sites along with multiple dates and criteria, search at the sub-lockbox level, and save your previous searches.

2. You can also manage your checks and documents and see images of them within two hours of processing. You can print hard copies of your records and save images to your computer filing system or server. You can also manage images, add annotations for sharing or future reference, email important documents or proof of payment, and make notes to keep track of batch details or where annotations are found.

3. You can generate standard reports of lockbox deposits on demand. When you need to go deeper into the transaction, you can use a lockbox detail report to generate wholesale reports, including access detail, batch detail, batch summary, lockbox data export, and lockbox summary as well as retail reports, including journal listing and batch listing. To download a full batch of payments or documents, just pull up the search screen, find the batch you need, and scroll through and download the selected images. Filter by criteria like deposit date, amount, or customer.

4. You can edit customer-defined fields like an invoice number or other data provided on the enclosed remittance documents with the payment.

Using the Lockbox Image Browser within your wholesale lockbox, you can easily manage remittance with the remitter table, as well as bill payments. You can set up remitter information for specific routing and checking account number combinations in order to auto-populate remitter information when you receive checks. Flag bill payments from remitters for proper processing.

Using the Lockbox Image Browser with your retail lockbox, you can quickly find and view customer checks and payment coupons, review exceptions to help prevent returned checks, and expedited payment processing. You can also view memos on coupons to detect changes to customer data.

The Lockbox Image Browser dashboard gives you fast access to whatever information you need. First, customize your dashboard by choosing your widgets, move them around, expand them, or collapse them. The dashboard is structured to accommodate any preference in how you work.

Here's how some of these widgets can help you:

1. Batch listing: Need visual proof of a payment within a batch? Select the batch number you want to see, and all the images for that batch are right there.

2. Lockbox summary: Need to see pending receivables? To find them, just search by date or by lockbox.

3. Client watch list: Keep up with receivables. Monitor transactions and gain insight to available funds by choosing criteria to using the watch list tool. If an item matches your criteria, you'll receive an email alert. With Truist Lockbox Services, you can reduce your receivables turnaround time, get data faster, and access funds sooner.

If you have any questions or need more help, please contact your treasury consultant or relationship manager.

First time log in and access management

Transcript

Welcome. This tutorial describes your first-time login experience as well as best practices for managing your password and security question.

Access the Lockbox Image Browser sign in page at the link you see here (https://lockbox.truist.com).

Your company administrator will provide you your username and initial password.

Let’s look at the first time-login sequence.

For your first login, enter the username and initial password provided by your administrator. Click Login.

You’re immediately prompted to change your password. Enter your initial password, enter your new password, then enter the new password a second time to confirm.

Passwords must:

Be minimum of 8 characters
And contain at one uppercase
One lower case
And one numeric character

Click Save.

After setting your password, you’ll see the Welcome screen. Click the Show me button to get a quick view of the buttons on the task bar.

When you’re ready to move on, click I’m good.

Next, you can set a default application that displays each time you log in. The options available depend on your system permissions.

You can choose the app you use most often, or choose to manually select an app each time you log in.

You can change this setting later from your profile page.

After making a selection, click Let’s get started.

As first-time user, it’s important that you set up a security question and answer. This will allow you to reset your own password if you’ve forgotten it or it expires.

Open your profile by clicking the gear icon in the lower-left corner of the screen.

From the Account section, select Change Question/answer.

To set or change your security question and answer, you’ll need to provide your password.

Next, click the pull-down menu to select one of the questions, and provide the answer.

Note that your answer is case sensitive.

Click Save.

On the Account screen, you can see when your password is set to expire. When it expires, you’ll be prompted to change it.

To change your password at any time, return to your profile account screen and click Change password.

On the Preference screen, you can set or change the application that displays each time you log in. Make a selection from the pull-down menu.

You can also change the way dates and times display in the system.

If you can’t remember your password or it has expired, enter your Username and click the link you see here (Can’t access your account?). The system will verify your identity by presenting your security question and prompting you for the answer. After answering the question correctly, you’ll receive an email with instructions for resetting your password.

Remember, you must already have set up your security question and answer before you can use this method to reset your own password.

Your user profile will be disabled after three failed login attempts. If this occurs, an administrator must re-enable your profile and set up a new temporary password.

When an administrator is disabled, another administrator can re-enable the profile, or, if your company hasn’t set up additional administrators, our Client Services team can re-enable the profile and establish a new temporary password. You’ll find contact information for the client services team on the log in page.

Thank you for watching this tutorial where you learned about your first-time login and access management.

Viewing your lockbox set up

Transcript

Welcome. In this tutorial you’ll learn how to view your company’s lockbox setup and processing instructions.

Administrators can view set up and processing instructions by clicking the menu icon in the lower-left corner of the screen.

Select Customer Profile. The Customer screen displays.

On the Customer tab, select Lockboxes. The lockboxes for your company display.

Select a lockbox and click Open.

When the Lockbox screen opens, basic information about your lockbox displays at the top of the screen.

And you can find details about any of these setup categories.

Expand one of the sections by clicking the arrow control or click Expand All.

Here is an example of General Processing Services details. In this example, checks with missing payee will be processed, but unsigned checks will be rejected.

And here’s an example of Image Capture Services details. You can see that both the front and back of checks, invoices, and envelopes will be captured, but only the front of correspondence. All items are captured in black and white, and the retention period is one year.

Thank you for watching this tutorial where you learned how to view your company’s lockbox set up and processing instructions.

Resetting passwords and user management

Transcript

Welcome. In this tutorial you’ll learn about resetting user passwords, and other user management tasks.

As an administrator, users will turn to you when they forget their password, their password has expired, or they’ve been disabled in the system due to too many unsuccessful login attempts. Let’s look at the options for getting them working again.

Option 1: User self-service

If you provide an accurate email address in the user’s profile AND the user has set up a security question and answer, the user can reset their own forgotten or expired password by clicking this link on the log in page.

Both the user’s email address and security question/answer must be set up in the system.

The user enters their Username and click’s the link (‘Can’t access your account?’). The system then verifies the user’s identity by presenting their security question and prompting for the answer. After answering the question correctly, the user receives an email with instructions for resetting their password.

Option 2: You reset the password

If the user can’t reset their own password (or doesn’t know how), an administrator can reset it.

Navigate to the user profile. Click the menu icon in the lower-left corner of the screen.

Select Customer Profile.

On the Customer screen, click the Management tab.

Then select Users & Groups.

Click Users.

Select the user and click Edit.

On the user’s profile, select the Account tab.

Enter a new password for the user. Then enter it a second time to confirm.

Be sure to check this box (Change password next logon) which causes the password reset prompt to display the next time the user logs in. Click Save.

The system does not generate an email to the user. You must let the user know you’ve reset their password and communicate what the temporary password is.

As a security measure, a user’s profile is disabled after three unsuccessful login attempts. An administrator must re-enable a disabled user.

Navigate to the user’s profile as before. On the Account tab, you’ll see the cleared checkbox here (Account enabled), indicating a disabled account.

Enter a new temporary password, then enter it again to confirm.

Enable the account.

Then have the system prompt the user to change the password on the next login.

Click Save.

The user’s account is now enabled. Communicate the new temporary password.

As the system administrator, you are also responsible for removing access to the system.

From the User list, you can delete a user, (select the user and click Delete), or when access should be removed temporarily, say for a leave of absence, edit the user’s profile and disable it.

These two reports are available to administrators. The first (Security Group Permission) lists the permissions currently set up for each defined Group. And the second provides a report of user activity in the system for a specific lockbox and the time period you specify. See the Reports tutorial for more information.

Thank you for watching this tutorial where you learned about user management tasks.

Creating user names and groups

Transcript

Welcome to creating users and permissions groups.

In this tutorial you’ll learn how to set up and manage users in Lockbox Image Browser, including how to setup login credentials and assign user permissions.

Let’s get started by looking at the permissions structure.

In Lockbox Image Browser, permissions are assigned to Groups rather than Users.

At implementation, two Groups are defined by default: The Administration Group and User Group.

The Administration Group includes all available permissions; indicated by the checkmark at the highest level of the permissions hierarchy. As the primary administrator, you’re assigned to this group.

We recommend that you create another administrator who can perform tasks such as re-enable disabled users and reset their passwords when you are not available.

The default user group includes a subset of the administrator’s permissions, for example, the User group excludes the ability create users and groups.

You can set up additional groups with varying permissions according to your company’s needs. When you create users, you’ll assign them to a group. The users inherit the permissions of the group.

Let’s see how to create a user and assign a group in Lockbox Image Browser.

Click the menu icon in the lower-left corner of the screen.

Select Customer Profile.

On the Customer screen, click the Management tab.

Then select Users & Groups.

Here you see the two default groups; Administrator and User.

Click Users.

Currently the administrator is the only user. Let’s create an additional administrator. Since we want the new administrator to have the same permissions, select Copy.

On the Information tab, enter the user’s first and last name.

Optionally, you can enter a phone number and mailing address if it’s useful.

You should always include an email address.

On the Account tab, enter the username. This is usually the user’s email address.

Enter the initial password, then enter it a second time to confirm.

Passwords must be a minimum of 8 characters, and contain one upper case, one lower case, and one numeric character.

The default password expiration period automatically displays.

You can use the “Allow account expiration” field when you know when a user no longer needs access to the system. For example, if you have a summer intern, you can enter the internship end date and the user will no longer have access as of that date.

Because we copied the Andrew Adams profile, these two checkboxes (Account enabled and Change password next login) are already marked. When you’re creating a new user, be sure to enable the account, and prompt the user to change the initial password when they next log in.

On the Preferences tab, you can select the user’s language and time zone as well as date and time display settings. These preferences were copied from the Andrew Adams profile.

On the Groups tab, indicate the Groups this user is assigned to. Remember, the user inherits the permissions of the group. Since we copied the Andrew Adams profile and Andrew was assigned to the Administrator level group, this new user will also be assigned to the administrator group.

When you create a new user without copying a profile, you’ll see all available groups in left column; the two default groups and any additional groups you’ve created. You would select the group to assign and click Add.

In this case, we’re adding another administrator, so we’ll keep the Administrator group that we copied from the original profile.

On the Lockboxes tab, you can restrict which lockboxes the user can work with.

This checkbox (Allow access to all lockboxes and sub-lockboxes that belong to customer) allows the user to work with all the lockboxes for your company.

To change these permissions, uncheck the box, and select the lockboxes for this user from the Available lockboxes list, then click Add.

For this example, we’ll give access to all lockboxes. When you’re finished creating the user profile, click Save. The new user displays in the Users list.

To create a new group:

Click the menu icon in the lower-left corner of the screen,

Select Customer Profile.

On the Customer screen, click the Management tab.

Then select Users & Groups.

The defined groups display. For this tutorial we’ll create a user group that can generate reports, and view reports and outputs. We’ll start by copying the default user group.

Select the default user group and click Copy.

Dashboard and gadgets

Transcript

Welcome. In this tutorial you’ll learn about the dashboard and gadgets.

You can display the Lockbox Image Browser dashboard in one of two ways.

Click the Dashboard icon in the toolbar, or click the menu icon, then select Dashboard.

If you’ve set your Startup Option preference to launch the Dashboard app, the dashboard will display by default each time you log in.

Your Dashboard comes with four gadgets. A gadget is a small system component designed to sit on the dashboard in much the same way apps reside on your smartphone.

The Alerts gadget works with the watchlist feature. Alerts provide real-time notification of items you’re watching as they’re imported in the system.

The Bulletins gadget displays announcements from Truist, such as upcoming maintenance windows.

The Lockbox Summary gadget provides quick deposit totals information across all your lockboxes for a specific date.

Here you see the number of lockboxes and the deposit total for those lockboxes on July 25th.

Use this pull-down list to select a specific lockbox and this calendar tool to change the date.

Hover your mouse over any gadget to display gadget controls.

You can expand the gadget by clicking this control in the lower right corner of the gadget.

Now the gadget shows the deposit totals by broken out by the two lockboxes. Click the control again to collapse the gadget.

At the top of the gadget, these controls close the gadget, maximize or minimize the gadget, and display gadget settings.

Settings for the lockbox Summary gadget allow you to set a default for the gadget date. In this example, the gadget always displays the current date. Other options include the maximum date from the available range or the last date that you chose from the calendar tool.

Search

Transcript

Welcome. In this tutorial you’ll learn about search functionality in Lockbox Image Browser.

There are three ways to access the search app in Lockbox Image Browser. By Clicking the Search icon in the toolbar, by clicking the menu icon, then selecting Search …

… or by clicking the number of batches on the Batch Listing gadget.

The calendar search allows you to perform a simple search for remittances and associated images by date and defaults to the current date. The Available range shows what data is available in the system.

Use the calendar to select the lockbox activity for the desired date. Here you see the batches processed on July 1st displayed in the Summary view. This is where you’ll land coming from the Batch Listing gadget.

This summary view shows that seven batches were processed and consisted of 11 transactions. In those transactions there were eight checks and 18 other documents. You see the check and invoice total for these transactions here.

There are several ways to drill down. You can view the batch items for the selected batch, open the selected batch, or select the Batch Detail view to see the individual items in each transaction for all batches. Batch 1 contains seven items; three items in transaction 1 and four items in transaction 2.

Highlight any item in a transaction and open the transaction or highlight a specific item and select Open item.

Here we’ve opened Transaction 1 in Batch 1 and the three items in the transaction display. On the left side of the window, these items are listed in thumbnail view. But you can also view them in a table view.

Hover your mouse over an image to display image tools. Use the right and left navigation to scroll through the images, or click on an item in the item list.

These image tools can help with readability. This control or the Open item link open the item on its own page where additional tools such as annotations are available. Refer to the Image Tools tutorial for more information.

Image tools

Transcript

Welcome. In this tutorial you’ll learn about the image tools in Lockbox Image Browser.

After locating the item you’re looking for, there are several image tools available. These tools can help with readability. They include zoom in and zoom out, zoom to fit and zoom to page, rotate the image, flip the item to display the back of any duplexed items, correct the image by adjusting brightness and contrast, and hide any annotations that have been applied to the image.

This control or the Open item link open the item on its own page.

When viewing the item, the same image navigation and readability tools are available on this page. In addition, you now have these tools. The Notes tab allows you to capture information that other users can reference when they view the item. This example shows a note about a customer inquiry. Create a new note, edit an existing note, or delete a note.

The Annotations tab provides tools you can use directly on the image. Click Annotate item.

You can place annotations on the front or the back of the item. Apply a variety of shapes, stamps such as Received or Void, a text box, date & time stamp or yellow “comment”. Use these tools to highlight or redact areas of the image.

In this example, we’ve added a comment and a date and time stamp to the item. When we close the Annotate Item window, the two annotations are listed.

The OCR tab displays any OCR related information for the current item. OCR text are the keywords used when the item was indexed.

The Fields tab displays any input fields for the item. For payments, these are remitter fields as shown in this example. For documents, these are marksense fields, such as customer change of address.

If your company subscribes to the Remitter Table feature the Edit remitter fields link will be active for authorized users and allow those users to provide the Remitter Name and ID for the current check.

Check this box if you also want to apply these changes to the online remitter table. Future imported checks with the same routing and check account number will have the remitter information auto populated with the values entered here. Click Save.

For more information about managing a remitter table, refer to the Remitter Table section of the Lockbox Image Browser User manual, available in the Treasury Resource Center at treasuryresources.truist.com.

Thank you for watching this tutorial where you learned about the image tools in Lockbox Image Browser.

Reporting

Transcript

Welcome. In this tutorial you’ll learn about Reporting in Lockbox Image Browser.

You can access reporting in one of two ways. Click the Reporting icon in the toolbar. Or click the menu icon, then select Reports and Outputs.

The Report Outputs screen lists outputs you’ve generated before. Click Run a report. The available reports are listed. When you select a report, the required parameters display.

Provide the parameters for the report you’re generating.

Select the output format, then click Run Report. A status window opens. When the report has completed, you can access it from the download link here …

Or click Download Item from the Reports Output screen.

When you have an extensive list of reports, use the filter tool …

To locate the report or output you’re looking for.

Thank you for watching this tutorial where you learned about Lockbox Image Browser reporting.

Exception Management System

Transcript

Welcome. In this tutorial you’ll learn about using the Exception Management System to accept or reject items flagged as exceptions during lockbox processing.

When your company subscribes to the Exception Management System (or EMS) for online decisions, your authorized users access EMS through Lockbox Image Browser.

In Lockbox Image Browser, click the menu icon in the lower-left corner, then select All apps. Expand the EMS Tools folder and select Exception Items.

After launching EMS, the exceptions for the current processing date display on the page. Use the filter tool to select a different date. Click the Refresh button to check for any processing exceptions identified since you last loaded exceptions to EMS.

If your company has more than one lockbox, select the appropriate lockbox from this drop-down.

You may see multiple exception types listed here. Double-click a type to list only those exception types.

Here you see two transactions from the batch ending 901 flagged as exceptions.

Select an item and click View Transaction to open the transaction in read-only mode. When you open a transaction in read-only mode, another user can work with it.

Select Edit Transaction to open the transaction in Edit mode. Edit mode locks the transaction items for ten minutes, so other users won’t be able to edit them.

Double-clicking an item opens the transaction in Edit mode.

This transaction is open in Edit mode. Note the message indicating the transaction is locked. Transaction one will appear with a lock icon to other EMS users who will be able to view the items in the transaction but will not be able to edit them.

The items in the transaction are listed in left panel. The center panel contains a preview of the selected item. Hover your mouse over an image to display image readability tools including zoom, rotate, and adjust brightness and contrast.

On the right side of the screen, you’ll find information that was captured for the item, and Transaction information including balancing details. If your company is set up for data entry, you’ll see that information here.

Pay and reject links are available at the item level as well as the transaction level. You can reject a specific item within a transaction, for example an unnecessary document, yet pay the overall transaction. Items or transactions that you reject will not be included in your company’s data or image transmissions.

When you’re reviewing exceptions, examine the items to become familiar with the transaction and identify any irregularity. Making an accept or reject decision may be as straightforward as viewing the scanned documents and researching the transaction in your company systems. To navigate through the items in the transaction, click on an item in the item list or use the back and forward buttons here to navigate through the list of exception items.

For the payment in this transaction, we see that the check number and check amount were captured accurately, the payee is correct, the check date is appropriate, and the check is signed. The payment and document totals for the transaction match.

Let’s look at the document, click the document thumbnail.

On the invoice, the invoice number and invoice amount have been captured. The invoice amount matches the payment. We’ll pay this transaction. Click Pay transaction. Next, click the forward button to move to the next transaction.

In this example, the company is set up with data entry and can add documents. The Check Dollar Amt is set up as a data entry field. Right away we can see the transaction does not balance.

The numerical check amount was captured as $8,072.60, but the written amount indicates $3,072.60. Let’s edit the check amount.

Click Edit.

The Check Dollar Amt field becomes editable. Change the 8 to 3 then click Save.

The check amount is updated. To illustrate, we’ve highlighted these instances on the screen.

The transaction is still out of balance. Note that there are two invoice numbers included in the check memo area, 15732 and 15755. Let’s look at the document. Click the document thumbnail.

The customer account number and invoice amount have been captured accurately from the document. The Invoice number (15755) is one that was included in the check memo area.

After referencing your receivables system, you verify that this customer was also invoiced $1,072.00, the difference shown here, in the prior month and the invoice number was 15732, as referenced in the check memo area. So, this payment covers the two invoices.

The Add Documents feature allows you to insert a placeholder for the missing invoice and balance the transaction. Click the Add icon. A document placeholder is added to the transaction. Click the new document thumbnail.

To enter the invoice number and amount, edit the data entry fields. Click Edit, then enter the invoice number and amount. Click Save.

Now the transaction balances. Click Pay transaction. Note the icon you’d use to move to the next transaction is inactive. This indicates you’ve reached the end of the exceptions list. Click the arrow to return to the Exception Items list.

The list reflects the exceptions at the time you last imported them into EMS. Click the icon to refresh the list.

The disposition of the transaction and the disposition of each item are indicated. Any exceptions identified since you last loaded items to EMS will also display.

Some Important Notes. You can return to EMS any time before the decision cutoff to change your decision. Any items you have not decisioned by the cutoff time are assigned the default decision you selected at implementation, either pay or reject. Items you reject or that receive a default decision of reject, are not included in your data or image transmissions.

Thank you for watching this tutorial where you learned about using the Exception Management System online decision tool.

See Truist Lockbox in action

Overview

Overview

First time log in and access management

Viewing your lockbox set up

Resetting passwords and user management

Creating user names and groups

Dashboard and gadgets

Search

Image tools

Reporting

Exception Management System

Reference materials

For Truist Lockbox Services

Lockbox Image Browser:

Online Decision:

For clients who used BB&T Lockbox Services

Lockbox Online:

Lockbox image transmission:

Online Decision: