How to do CAP/Onboarding wrong.

Does your onboarding process work? If not, does it matter and if it doesn't, what are you going to do about it? Have your systems been designed with ever greater constrictions because it's easier to say "no" to en masse applications rather to assess risk? Do you require specific documentation but have no system for assessing those who do not meet those specific criteria yet have other ways of proving their identification, etc.?

The onboarding process sets the tone for your customers' relationship with your company. Get it wrong and the customer may turn into a problem that you'll never understand because there won't be a record of what someone, or something, in the process did to cause anger or resentment.

And it's not only in financial services: it's across industry where any form of registration process is in place.

Everything from your tech, your outsourced tech and services and the human contact shape your relationship with customers.

In this one day workshop, we will look at how onboarding processes work from the customers' perspective. We will examine why the failure and abandonment rate is so high, looking at real life registration, identification and verification processes.

How many potentially valuable customers do you lose because they give up in frustration or anger at processes?

And how many get through only to never feel comfortable working with you.

Across all sections of commerce registration, identification and verification is becoming commonplace and most customers welcome them so why do they get so upset?

We'll work through reasons so your company can develop systems that customers can work and don't resent.

This is not a course in law and regulation per se.

It's a course in designing a process that meets regulatory requirements, does not exceed that which is permitted as necessary and, most importantly, how workflows during the process can help, hinder or prevent applications reaching fruition and, worse, how they can cause resentment amongst customers that your company would probably have wanted to do business with.

Who should attend - Jobs

This seminar is for everyone who has a function that designs, operates or deals with the results of the process of acquiring customers, suppliers and anyone else requiring registration or more.

For example:

C - Suite executives : do you know exactly how someone applying to do business with you becomes a customer or supplier and the effect it has on that person? Do you know how many simply give up? .

Senior managers, including compliance officers, who have responsibility for setting, implementing and enforcing policies and procedures - and who must ascertain whether the giving up during the process is suspicious.

Middle Managers and all other staff who have a duty to comply with policies and procedures and who have direct contact with customers, suppliers and third parties.

Policy makers, regulators

Who should attend - Industries

Which Industries should attend

Any and all businesses that require registration and/or identification and verification of a customer or supplier and has policies and procedures to manage that, including those that outsource such action.

This is not restricted to the financial sector, in part because that sector is rapidly expanding to include all manner of businesses that would not ordinarily consider themselves part of the financial sector.

Some of this is to do with financial crime but there are consumer protection and fiscal considerations involved, too.

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