Mobile Onboarding for Bank Customers, Including KYC, Biometrics and Payments

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1 Mobile Onboarding for Bank Customers, Including KYC, Biometrics and Payments

2 Executive Summary Modern Banks increasingly find the need to enable customers to sign up for Banking products without having to come to Bank branches. This has led to the definition of a need for mobile customer onboarding either in self-service, or assisted by agents of the Bank. Using mobility for customer acquisition for the full range of banking products Account Opening, Financial Inclusion, Credit and Loans and banking transactions requires a sophisticated customer onboarding and engagement platform, with built in KYC, biometrics and payments. 2

3 Contents Executive Summary...2 Introducing Mobile Onboarding and Engagement...4 Automated Onboarding...5 Benefits of Automated Onboarding...6 Anywhere, Anytime...6 Increased Customer Satisfaction...6 Reduced Costs for the Bank...6 Reduced Risk and Global Compliance...6 Applicable to all Banking Products...6 Mobility Platforms for Banking...7 IDmission - The Technology Platform...8 INFORM Mobility for your business...8 Ada - Platform on the Cloud...9 Exhibit 1 (Demo Videos)...10 Some Examples of Enterprise Mobility Solutions built using INFORM...10 Exhibit 2 Use Cases...10 Bank Loans Risk/Fraud Management...10 Credit Card Delivery Confirmation...11 Micro Finance and Group Loans

4 Introducing Mobile Onboarding and Engagement Banking in the 21st century is evolving rapidly to accommodate the realities of the modern market and the technologies preferred by their customers. It is impossible to consider a growth strategy without mobility and state-of-the-art identity management at its core. The smart phone and tablet revolution have made it possible for Banks to offer their markets completely new ways for customers to engage and get on-boarded for the complete range of banking products. Some key requirements for these next generation onboarding products are: 1. Enhanced customer experience Enable the customer to provide data as painlessly as possible. Do not ask the customer repeatedly for the same data. 2. Reduced activation time Do not make the customer wait for weeks or even days enable product access immediately in a few minutes. 3. Be Compliant New rules for AML and KYC are being created for different products and different countries around the world you need to be compliant to all of them. Multi-system Integration Information Sharing Process Standardization Document Management Manage Risk & Compliance Eliminate Data Errors Figure : Drivers for Automated Onboarding In this paper we describe opportunities for banks to grow both in the unbanked/under-banked segments as well as with traditionally banked customers. 4

5 Automated Onboarding Figure 2 describes a general purpose automated onboarding process. 1 Scan ID Into onboarding application. 2 Validate ID document,biometrically match customer face with ID document. Name: Dr. Jane Joele Date of Birth: 12/12/1985 ID Number: Expiry Date:12/11/2015 Address: 889, Main Road, Main Town, USA IF Product = Bank Account Collect Relevant Data IF Product = Loan Collect Employment, Asset and Liabilities data Automatic onboarding Figure 2: A general purpose automated onboarding process Extract Customer Data- Verify data with 3rd Parties and credit agencies as required. Collect additional data as required for onboarding. Board customer automatically in 90% of the cases. Exception handling can be referred to a back office. In some countries, governments have invested in biometric enrollment of the population. These countries often offer the possibility of biometric authentication of customers for onboarding for financial services. Figure 2 shows a process that takes advantage of such opportunities. 5

6 Automated Onboarding Identification Number 1 Enter Customer Identification Number 2 Scan Customer Fingerprint. Send ID Number and fingerprint to central database for authentication. Name: Dr. Jane Joele Date of Birth: 12/12/1985 ID Number: Expiry Date:12/11/2015 Address: 889, Main Road, Main Town, USA IF Product = Bank Account Collect Relevant Data IF Product = Loan Collect Employment, Asset and Liabilities data Automatic onboarding Figure : Biometric KYC for customer onboarding Benefits of Automated Onboarding Retrieve customer data from central database and populate the form Collect additional data as required for onboarding. Board customer automatically in 90% of the cases. Exception handling can be referred to a back office. Anywhere, Anytime Automated onboarding can be offered to a bank s customers either in self-service or by sending out agents/employees of the bank to a place of the customer s choosing. Increased Customer Satisfaction Reduce errors, dramatically increase speed of customer activation. 90% of customers can be activated automatically in a couple of minutes. Reduced Costs for the Bank Less than 10% of customers may require enhanced diligence and manual intervention by the back office. Reduced Risk and Global Compliance Know You Customer (KYC) norms help you be compliant while managing your risks. Applicable to all Banking Products Anywhere you have an onboarding process that can benefit from state-of-the-art KYC, connections to 3rd parties for data augmentation and verification, credit histories from 3rd parties. 6

7 Automated Onboarding Financial Inclusion Credit and other card products Loans Mortgages Pensions Mobility Platforms for Banking Banks need help in developing their mobile computing infrastructure for the next decade and longer. This process comprises of three steps 1. Set Policies 2. Integration with existing Enterprise Software Systems 3. Deploying Mobile Service Delivery Applications The appropriate technology platform must be able to: 1. Easily integrate with various technologies that find use as Enterprise core Systems of Record 2. Easily integrate to 3rd party and government databases for the purpose of data verification and augmentation (for example, INE in Mexico, Aadhaar in India, NADRA in Pakistan, Experian in the United States etc.) 3. Must be capable of being delivered from the Cloud, or on premise 4. Must be capable of integrating dynamic data collection including multi-modal biometrics, image collection and processing, signatures, geo location etc. 5. Must be agnostic to hardware and device platforms must work on smart phones, tablets, laptops and PCs regardless of the devices operating system 6. Must be capable of being configured to develop and deploy a very large range business services as required by industry verticals being served. 7. Must be capable of developing and deploying highly customized user experiences so as to enable each Enterprise to maintain their competitive advantages in the way they serve their customers. 8. Must come with a management portal for administration of the infrastructure, reporting and analytics. 7

8 IDmission - The Technology Platform IDmission offers all the technology components needed to enable the Financial Services Vendors to add value to their Enterprise customers for their mobile service delivery needs. IDmission offers INFORM, a configurable front end application development and delivery framework, Ada, a platform on the cloud and a PORTAL, also connected to Ada for infrastructure management, back office use, reporting and analytics. System of Engagement Use on any Smart Phone, Tablet, Laptop or PC. Customer Centric Platform On the Cloud Figure : IDmission Offering On-Line connections to 3rd party Systems of Record, and the Enterprise Core. INFORM Mobility for your business INFORM is an HTML5 application that can be used to configure a wide range of user experiences without any programming. CREATE Define data fields Text, Numbers, Select lists, Signatures, Images, Biometrics etc. COLLABORATE Define workflows that enable multiple teams to work on the same data INTERACTIVE Define the application logic that makes the data entry efficient and intuitive IDENTITY INITIATED Biometric and/or document validation and verification for ID management INTER-CONNECTED On-line calls enable data pre-population, data augmentation and verification PAYMENT Cash, Credit, Debit, ewallet, etc. Figure : INFORM application development and delivery framework 8

9 IDmission - The Technology Platform Inform supports 4 types of biometrics (Finger print, Face, Voice and Iris) and can be, and has been, used to configure a large range of applications as required by financial services companies in different parts of the world (see Exhibit 1). Ada - Platform on the Cloud Ada is front ended by an Application Programming Interface (API) over which an application (such as INFORM) can send it a REQUEST. The REQUESTS are acted upon by Ada using its software components toolkit (Figure 3) and sent to 3rd party systems if required. After the REQUEST is completely processed the result is returned to the front end application (such as INFORM) in a RESPONSE. Ada also comes with an Enterprise Service Bus with a large library of pre-configured adapters that enable easy interfacing with the Enterprise core or with 3rd party software Systems of Record. Figure : Ada - Platform on the Cloud 9

10 Exhibit 1 (Demo Videos) Introduction to INFORM (English) - Some Examples of Enterprise Mobility Solutions built using INFORM Know your Entity (KYE): onboarding Corporate Entities Bank Loans Application Processing Using Biometrics as a second factor for secure self-service transactions INFORM Features: onboarding and KYC with Biometrics Financial Services onboarding Aadhaar ekyc and onboarding (India) Exhibit 2 INFORM Use Cases Bank Loans Risk/Fraud Management Business Background : One of Mexico s largest banks runs an automobile financing program wherein customers can apply for loans to purchase automobiles (with the vehicle as collateral). The bank is suffering from very significant fraud perpetrated by criminals using stolen/forged identity documents. Regulatory Background: There is no regulatory requirement for compliance here. Solution: IDmission and Digipro demonstrated a working solution for the Bank that used the following steps: 1. Capture image of customers IFE card 2. Validate IFE card, extract data from it and populate the application form 3. Capture image of customer s face 4. Match face image versus photo on IFE card (Flag if match fails) 5. Collect additional data on employment, references, vehicle etc. on the mobile form 6. Collect fingerprint of customer send to IFE authority to validate Authorize or decline loan based on KYC and credit score results 10

11 Exhibit 2 INFORM Use Cases Credit Card Delivery Confirmation Business Background : A large telecom operator wishes to offer their enterprise customers business application delivered on mobile phones/tablets as a value add to the voice/data services they already provide. In this context they are working with IDmission/Digipro to offer the ability to confirm that a credit card was hand delivered to the same person that applied for it. Regulatory Background : NONE Solution : At the point of credit card delivery, an image of the customer s identity document is captured, along with an image of their face and a fingerprint. The document details, the face and fingerprint are then matched biometrically to those captured during the process of application for the credit card. Micro Finance and Group Loans Business Background : Microfinance organizations offer group loans to teams of individuals to help them meet their capital needs. The requirement here is to collect application information from individual group members, aggregate the information into a complete package and run through their existing credit process. KYC on each group member is required including biometrics for both the application process as well as for weekly transactions in/out of their credit account. Solution : INFORM was used to build and demonstrate the desired process. The form building and configuration was done entirely by IDmission partners, demonstrating the ability to scale the product easily and globally. 11

12 by Contact us: United States 1021 South Boulder Rd, STE J, Louisville, CO, USA India Icon Tower, 4th floor, , Main Baner Road, Baner, Pune For more information about INFORM and to learn more about our comprehensive services, contact IDmission Representative or visit us at IDmission LLC. All rights reserved.

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