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Complete User Guide Sections

Section 1 - Introduction to Self Service Company Administration

Overview

Self Service is an important feature included as part of your KeyNavigator® setup. It gives you control over what your company’s KeyNavigator users can access and has the flexibility to address the complexities of a multi-tiered user environment. Manage users and customize account access, approval levels, service entitlements and amount limits for each individual user with Self Service.

Note: Administrators are prohibited from modifying their own system access and Approvers are prohibited from authorizing changes to their system access. If your company does not have at least two users, Self Service cannot be used.

Administration Features

With Self Service, you can designate authorized employees to act as Company Administrators and complete the following:

  • Add/remove KeyNavigator users
  • Control user & account access to select KeyNavigator services
  • Set dollar limits for users & accounts authorized to perform payment transactions
  • Reset user passwords
  • Run administrative reports, and more

User access to the following services can be managed in Self Service:

  • Receivables
    • Lockbox
    • Key Capture®
  • Reporting & Research
    • Image Research Center
    • Information Reporting
  • File Services
    • File Transfer
  • Mobile
    • Mobile Web & App
  • Payables
    • Wires Module
    • Book Transfer Module
    • Account Reconcilement Services

      (ARP / Check Issue Maintenance)

    • Fraud Services

      (Positive Pay / Payment Protection)

    • Transaction Services

      (Stop Payment)

Note: Additional cash management services are available in Self Service in a view-only capacity. Users can see existing setup, users, and accounts for these services but cannot submit edits. To make changes to the setup of view-only services, reach out to a member of your KeyBank team.

Navigation

To access Self Service: Log into KeyNavigator, hover over the Administration header, and click Self Service Home.

Section 2 - Self Service & Mobile Preferences

View your company’s Self Service Secondary Authorization and Mobile preferences at any time.

Self Service Preferences

If the Add User Secondary Auth preference is selected, authorization is required by a Platform Approver anytime a Platform Administrator creates a new user or resets a password.

Note: These preferences are view only in Self Service. To make changes, reach out to your Payments Advisor or a member of your KeyBank team.

Mobile Preferences

If the Mobile Web preference is selected, Platform Administrators can grant access to the mobile optimized version of KeyNavigator through a mobile device.

If the Mobile App (mRDC) preference is selected, Platform Administrators can grant access to the KeyNavigator Mobile App to remotely deposit checks from a mobile device.

Note: These preferences are view only in Self Service. To make changes, reach out to your Payments Advisor or a member of your KeyBank team.

If the Add Mobile Secondary Auth preference is selected, authorization is required by a Platform Approver anytime a Platform Administrator grants user access to KeyNavigator Mobile Web or the KeyNavigator Mobile Deposit App.

Note: These preferences are view only in Self Service. To make changes, reach out to your Payments Advisor or a member of your KeyBank team.

Company Self Service Administrators

View and edit who has access to Self Service at any time. All users with a Self Service role will be in the Company Self Service Administrators list.

  1. On the User Detail page, navigate to the User Services > Other Services section, and click on Self Service
  2. Under the Self Service header, click Edit
  3. Check the appropriate roles for that specific user (View Only, User Reporting, Maintenance, Secondary Approver) and click Save
Section 3 - Self Service Access

Self Service Roles

There are 3 types of Self Service roles. Functions included in each role can be customized and users can have any combination of roles.

  • View & Reporting Only: View service setup by user and account, run activity & maintenance history reports. View & Reporting Only is suitable for employees who oversee or audit service setup and entitlements but should not have the power to submit edits.
  • Administrator (includes View & Reporting): Add users and/or customize account access, approval levels, service entitlements and amount limits for each individual KeyNavigator user.
  • Approver (includes View & Reporting): Authorize or reject edits submitted by Administrators.

Note: Secondary authorization is required for specific services including wires. If your company uses wires in KeyNavigator, you must have at least one Approver for Common Services. Other functions have optional secondary authorization including add user, reset password, fraud services, and mobile access.

Customize Self Service Roles by Function

To give your company even more flexibility and control, Self Service roles can be customized by function and service application:

KeyNavigator Platform Administration

  • Platform Administrator: Users with this role can add/remove users, reset passwords, suspend user access, grant mobile access, and grant Platform Administration roles.
  • Platform Approver: Your company has the option to require approval when new users are added or passwords are reset. Users with this role can authorize or reject edits submitted by Platform Administrators.
  • Platform View & Reporting Only: Users with this role can access Self Service to view service setup and run activity & maintenance history reports for Platform functions.

View users with Platform Administration roles in the Company Self Service Administrators list:

Common Services Administration

Common Services functions include: Provisioning access to Book Transfer, Wires, Account Reconcilement Services (ARP/Check Issue Maintenance), Fraud Services (Positive Pay/Payment Protection), Transaction Services (Stop Payment), Image Research Center, Information Reporting, File Transfer, Lockbox, Common Services Administration roles.

  • Common Services Administrator: Users with this role can grant access to the Common Services functions above.
  • Common Services Approver: Your company has the option to require approval when a user’s access to these functions is modified. Users with this role can authorize or reject edits submitted by Common Services Administrators.
  • Common Services View & Reporting Only: Users with this role can access Self Service to view service setup and run activity & maintenance history reports for Common Services functions.

View users with Common Services Administration roles in the Company Self Service Administrators list by expanding detail in the Application SS field:

Key Capture Administration

Key Capture functions include: Provisioning access to Key Capture for remote deposit and the Key Capture Administrator role.

  • Key Capture Administrator: Users with this role can grant access to Key Capture for remote deposit and the Key Capture Administrator role to update user access in Self Service.

View users with these roles in the Company Self Service Administrators list by expanding detail in the Application SS field:

Section 4 - System Requirements for User Maintenance

Administrators are prohibited from modifying their own system access and Approvers are prohibited from authorizing changes to their system access submitted by Administrators. This is an important security function to protect your company’s assets.

This means…

  • Companies without secondary authorization must have at least two users for Self Service.
  • Companies with secondary authorization must have at least three users for Self Service.
Section 5 - User Maintenance

The KeyNavigator Users section lists all active user profiles and includes summary level information like User ID, date of last logon, and user access to mobile.

Users are sorted in alphabetical order by last name. You can re-sort the list by First Name, User ID or Last Logon in ascending or descending order by clicking the list headers.

Adding a New User

1. Select Add KeyNavigator User.

2. Enter user profile information.

3. If the new user should have access to Self Service for company administration, select the appropriate role(s) under Self Service Preferences. You can customize which service application(s) the user can manage in the following steps.

4. Select the new user’s mobile access under Mobile Preferences.

5. Click Save User.

6. If your company requires secondary authorization for new users, you will be prompted to click OK to continue.

7. If secondary authorization is required for new users, the User Profile will be in a pending status until authorized by a user with the Platform Approver role. Once approved, the new user will receive an email notification with login instructions.

8. Click Next to set up user services or I’m Finished to complete service setup at a later time.

9. After the User Profile is completed, you can begin setting up the new user’s service access. You can only provision access to active company services you have the appropriate roles to manage.

10. If your company uses any of Key’s common cash management services (e.g., Information Reporting, Wires, Book Transfer, Positive Pay), you can enroll the new user by modeling their access from an existing user.

Note: You must have the Common Services Administrator role to provision access to these services.

11. Alternatively, you can click Skip this step and provision unique service setup by following the Editing User Access instructions below.

12. To copy access from an existing user, click the drop-down under Copy an Existing User’s Access and select the user you’d like to model after.

13. Click Review User to see the common services the user is set up for and update as necessary by checking or unchecking items.

14. Update the new user’s Common Services Administration role(s).

15. Click Save to complete this step.

16. Click Next to continue to other services or I’m Finished to complete service setup.

17. If your company is set up for ACH, you can grant the user access to the ACH Module by selecting the ACH checkbox and clicking Save.

Important: This only permits the user to enter the ACH Module. ACH user access including roles and preferences must be assigned from the ACH Module in User Maintenance.

18. After the final step, click Close.

19. If secondary authorization is required, the User Profile will be in a Pending status until a user with the Platform Approver role authorizes.

20. Once the new user is approved, you can select their last name from the KeyNavigator Users list on the Self Service Homepage to view or edit their service setup at any time.

Viewing User Detail

Select a user’s last name on the KeyNavigator Users list to open the User Detail page and view/edit user profile information, reset passwords, suspend system access, and view/edit entitlements and permissions.

Updating User Access

  1. Select a last name on the KeyNavigator Users list to open the individual’s User Detail page.
  2. All active company services are listed in the User Services section. Expand the sections and select a service and enroll a user by copying access from another user to open the User Services page and modify access and account permissions.

    Note: Not all services are editable in Self Service. If the edit button is not displayed, the service is view only. To make changes to the setup of view-only services, reach out to a member of your KeyBank team.

Managing User Security Profile

Reset User Password

  1. Select a user from the Company Users list on the Self Service homepage to enter the User Detail page.
  2. In the Reset Password section, click Edit
  3. Enter a temporary password and click Save
  4. The next time the user logs into KeyNavigator, they must enter the temporary password. Once the temporary password is entered, they will be prompted to enter a password of their choice.

Suspend User Access

  1. Select a user from the Company Users list on the Self Service homepage to enter the User Detail page.
  2. In the Access Times section, click Edit
  3. Remove 24x7 access from the user.

    Note: This action is reversible and only disables the user’s access.

Removing a User

  1. In the Company Users section of the Self Service Homepage, click the red X button by the corresponding user you wish to remove.
  2. Warning: Removing a user will immediately eliminate all user entitlements and access to KeyNavigator services. This action cannot be undone.
Section 6 - Secondary Authorization Requirements

Due to the sensitivity of wire capabilities, all wire edits submitted through Self Service require secondary authorization by a user with the Common Services Approver role before the changes are processed.

What does this mean?

Because Administrators are prohibited from modifying their own system access and Approvers are prohibited from authorizing changes to their system access submitted by Administrators, there must be a minimum of three Self Service users if your company has KeyNavigator Wires.

Don’t want secondary authorization for wire maintenance?

To opt out of the secondary authorization requirement, an Authorized Signer must complete an agreement. To request this, contact the EP Client Management Team at ECP_Client_Management@keybank.com or 1-844-539-1041, Option #5.

Secondary Authorization Options

Your company can choose to require secondary authorization for the following Self Service changes:

KeyNavigator Platform Maintenance:

  • Add User
  • Reset Password

Common Services Maintenance:

  • Edit access to Account Reconcilement Services (ARP/Check Issue Maintenance), Fraud Services (Positive Pay/Payment Protection), Transaction Services (Stop Payment), and Image Research Center

To require secondary authorization for these edits, contact your KeyBank team.

Edits Pending Approval

If your company has secondary authorization for a service, you will see a message indicating the function will be locked until approved/rejected. Administrators can reject their own edits but only Approvers can decision edits made by Administrators.

Administrators are prohibited from modifying their own system access and Approvers are prohibited from authorizing changes to their system access submitted by Administrators.

Approving Pending Edits

Pending edits can be approved or rejected in three places:

  • KeyNavigator Dashboard → Items to Approve 
  • Self Service Homepage → Maintenance Queue
  • KeyNavigator Mobile Website → Self Service

Self Service Maintenance Queue

The Maintenance Queue on the Self Service Homepage is listed by submission date (oldest to newest). You may re-sort by Date, Action, Originator, or User by clicking on the column headers.

To approve pending edits in the Maintenance Queue, click the Action hyperlink to view details of the request and Approve or Reject.

Section 7 - Company Profile

Managing Company Contacts

Company Contacts play an important role in your company’s relationship with KeyBank. They are the first to receive information about upcoming enhancements or changes that impact your cash management services.

Platform Administrators can easily add, edit, or remove Company Contacts in the Company profile section of Self Service.

Section 8 - Company Services

Choose a service to view your company’s current user & account access, permission, and limits. Choose a user or account to update service setup.

Section 9 - Company Accounts

The Company Accounts list includes DDA accounts that have been added to KeyNavigator. These accounts can be setup for Common Services including Book Transfer, Wires, Account Reconcilement Services (ARP/Check Issue Maintenance), Fraud Services (Positive Pay/Payment Protection), Transaction Services (Stop Payment), Image Research Center, Information Reporting, File Transfer, and Lockbox.

Accounts are listed in alphabetical order by Account Name. You can re-sort by Account Name or Account Number in ascending or descending order by clicking on the list headers.

Some accounts owned by your company can be added to KeyNavigator through Self Service. If you are having difficulty adding an account, contact a member of your KeyBank team for assistance.

Adding an Account to KeyNavigator

1. Click Add Account.

2. Enter the Account Profile information and click Save.

3. The account will now show on the Company Accounts list and can be set up for KeyNavigator services.

Viewing Account Detail

1. Select an account.

2. Edit the account name in the Account Profile section.

3. View active and inactive services in the Account Services section.

Editing Account Detail & Services

  1. Select an account from the Company Accounts list to view the Account Detail page.
  2. In the Account Services section, select a service to open the Account Services: Services Summary page.
  3. The Account Services: Services Summary page displays service setup and user access.
  4. Click Edit to make modifications.

    Note: Not all services are modifiable. If the edit button is not displayed, the service is view only. To make changes to the setup of view-only services, reach out to a member of your KeyBank team.

  5. Make updates and Save.

Removing Accounts

  1. Find the account you want to remove in the Company Accounts list.
  2. Click Remove.
  3. Clicking OK will remove all user and service access to this account immediately and any existing ACH batches created with this account, if applicable.
Section 10 - Company Reports

To view activity & maintenance history, select Company Reports in the top right of the Self Service Homepage.

Activity Reports

Common Services Activity

The Common Services Activity Report details actions for Common Services functions completed in KeyNavigator by all users in your company.

Use the filters to narrow down the results. You can also print the report or download to PDF or XLS formats to save off-line.

Security Activity

The Security Activity Report details security and authentication actions completed in KeyNavigator by all users in your company.

Use the filters to narrow down the results. You can also export to Excel to save off-line.

Maintenance Reports

Common Services Maintenance

The Common Services Maintenance Report details changes to Common Services functions completed in Self Service by users with Self Service access (Administrators, Approvers, View & Reporting Only).

Use the filters to narrow down the results. You can also print the report or download to PDF or XLS formats to save off-line.

Security Maintenance

The Security Maintenance Report details security and authentication changes completed in Self Service by users with Self Service access (Administrators, Approvers, View & Reporting Only).

Use the filters to narrow down the results. You can also export to Excel to save off-line.

Section 11 - Wire Administration

After enrollment is complete, users with the Common Services Administrator role can manage KeyNavigator Wire Module access and setup via Self Service.

Note: Self Service only supports edits to KeyNavigator Wire Module setup and permissions. To make changes to the existing setup for Batch Wires or Phone Wires, please reach out to a member of your KeyBank team.

How to Add an Account to the Wire Module

To set up an account for wire payments, you must first give at least one user access to the account:

  1. Select a user from the KeyNavigator Users list.
  2. In the User Services section under Payables, select Wires.
  3. Click Edit.
  4. Update the User Initiation Limits for the new wire account and click Save.
  5. When this edit is approved and at least one user has access, you can enable more users and set transaction thresholds for the account by selecting the account from the Company Accounts list.

Edit User Access for Wires

Modify a single user’s wire access and permissions across multiple accounts at once:

  1. Select a user from the KeyNavigator Users list.
  2. In the User Services section under Payables, select Wires.
  3. The User Services page displays the user’s existing setup and permissions for the KeyNavigator Wire Module. A blank field signifies no current access. To give access, enter a limit in the appropriate field(s).
  4. Click Edit.
  5. Update the user’s Secondary Authorization Threshold, User Initiation Limits (first tab), Approver Authorization Limits (second tab), Template Setup and Reporting (third tab).
  6. Review the selections and limits in each tab. Selections across all tabs will be submitted together and will not be editable until they are approved or rejected.
  7. Click Save.

Edit Wire Accounts

Modify wire account setup for multiple users at once:

  1. Select an account from the Company Accounts list.
  2. In the Account Services section under Payables, select Wires.
  3. The Account Services page displays the account’s existing setup and permissions for the KeyNavigator Wire Module.
  4. Click Edit.
  5. Update the account’s User Initiation Limits (first tab), Approver Authorization Limits (second tab), Template Setup and Reporting (third tab).
  6. Review the selections and limits in each tab. Selections across all tabs will be submitted together and will not be editable until they are approved or rejected.
  7. Click Save.
Section 12 - Key Capture Administration

Coming soon!

Section 13 - If You Need Assistance

Online Help

You can learn more about KeyNavigator by clicking the Online Help icon at the top right of Self Service or by clicking Support at the top right of any page, then clicking Online Help.

Commercial Banking Services Support

If you need additional assistance, contact Commercial Banking Services at 800-539-9039. Specialists are available from 8am to 8pm ET, Monday through Friday on bank business days.