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Small Business - Frequently Asked Questions

Lockbox

What types of lockbox images are available?

How can I access my lockbox images?

How does Union Bank measure the quality of lockbox services?

How does Union Bank provide customer service for lockbox services?

If we select Union Bank for lockbox services, how will the conversion take place?

What types of lockbox images are available?

You can view the following images for accepted and rejected transactions:

  • Remittance documents
  • Checks
  • Correspondence
  • Envelopes (wholesale only) 
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How can I access my lockbox images?

Union Bank uses leading technology to capture images. Images are available via:

  • Web
  • Transmission
  • CD-ROM
  • Paper (wholesale only)

Images are stored and delivered as black-and-white files or optional color files for CD-ROM or Web viewing. Images are delivered via the Internet in Adobe (pdf) format. Internet viewing requires Adobe Acrobat Reader®. Go to adobe.com to download this product for free.
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How does Union Bank measure the quality of lockbox services?

Union Bank participates in the annual BIA Cash Management Quality Survey, which analyzes critical quality indicators for lockbox services, such as deposit and procedural error rates, as well as transaction reporting. This survey provides the benchmark by which we evaluate our service levels.
 
The image processing system generates a series of reports to help detect errors. In addition, a quality control clerk will inspect each outgoing package for correct account batch listings and photocopy and verify the deposit. All outgoing packages are reviewed for correct labeling of rejected items. The delivery address is verified before packages are routed to the specified delivery provider. Our error rate is less than one in 10,000 remittances processed.
 
The availability of transaction detail reporting and of summary reporting to lockbox customers through balance reporting is measured against pre-established deadlines. In 2012, the availability of detail reporting averaged 99.6 percent of the timeliness of availability.
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How does Union Bank provide customer service for lockbox services?

A customer service representative has immediate access to transactional information and will respond promptly to your detailed requests and problems Monday to Friday, 7:30 a.m. to 5:00 p.m., Pacific Time.
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If we select Union Bank for lockbox services, how will the conversion take place?

Our sales and service staff will assist you in establishing your postal box, defining customized services and reports, and setting up and testing required data transmission. In addition, we will coordinate the distribution of service agreements, set up forms, and assist with training and implementing our services with your staff.
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