Financial Services · Servicing

KYC & Onboarding Document Chase

Complete KYC and onboarding before the customer gives up on it.

Apps this needs

Core / Policy System Lending, policy or subscription system for renewals & balances. Connect during setup
WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup
Inbound Email Let the agent read and answer email enquiries. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup

How it works

  1. Agent picks up onboarding cases missing documents, pulled from the KYC platform's requirements.
  2. Tells the customer exactly what is outstanding and why it's needed.
  3. Collects the upload and validates it is readable before submitting.
  4. Any material discrepancy or incomplete response is escalated to the compliance team for review.
  5. Re-prompts once, on their channel, then hands over rather than nagging.
  6. Anything about eligibility or suitability goes to a licensed adviser — the agent chases paperwork only. Completion is confirmed and logged to the CRM.

Data sources

Onboarding case status KYC requirements Document checklists CRM

What it targets

  • Incomplete cases chased Target 98%
  • Cases completed without staff Target 56%
  • Escalated to a licensed adviser Target 100%