Innovating and digitising
The onboarding, identification, and verification of new customers is a time-consuming manual process and the existing online process, using derived identification, had a high failure rate.
Emy Leemans, Product Manager Customer Onboarding, together with her team, creates the online onboarding process for new customers. She wondered how the current online process could become faster, with better quality and more customer-friendly. ReadID was already used to identify young people with an account who turned 18 years old. This experience was used for online onboarding with ReadID.
During the previous identification process, the future customer used to be asked for a copy of the identity document. This person then had to transfer a 1 cent payment from an existing bank account to confirm their identity.
A Rabobank team manually processed all requests. About 50% of all applications were rejected, in 3/4 of the cases the information on the ID was not clearly legible, incomplete or shielded, ID proofs were expired or something went wrong with the payment of 1 cent.
The need to improve the speed, user-friendliness, and quality of this process was evident. In addition, Rabobank also wanted an alternative for derived identification. They were limited by the fact that customers need a different payment account at a Dutch bank, and have to rely on the identification that has taken place there. Being able to carry out the identification themselves online gives Rabobank more certainty and they can offer this process to a broader target group.
In collaboration with ReadID, the expansion of the existing Rabo Mobile Identify app was initiated.