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KYC Onboarding From
Application to a Defensible File

Customer onboarding goes beyond document collection. Make risk-based decisions with clear checks and complete evidence — from application to customer file.

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Five Steps to a Complete Customer File

  1. 1. Apply

    Collect the information and documents required to establish the customer’s identity and relationship.

  2. 2. Verify

    Confirm the customer’s identity and validate the information provided.

  3. 3. Screen

    Check against sanctions, PEPs, adverse media and relevant risk sources.

  4. 4. Assess

    Determine the appropriate level of due diligence based on customer risk.

  5. 5. Decide & Document

    Record the onboarding decision, checks and supporting evidence.

How Much Due Diligence Does Each Customer Need?

Not every customer needs the same level of due diligence. Croftz supports a risk-based approach to determine when simplified, standard or enhanced due diligence is appropriate.

Verification check mark on a tablet

Simplified Due Diligence

For relationships where a lower level of due diligence is appropriate.

Customer identity checklist

Standard Due Diligence

The baseline customer checks and verification required for the relationship.

Risk meter on a dashboard

Enhanced Due Diligence

For higher-risk customers, complex circumstances or situations requiring deeper investigation.

Regulatory & Risk Context

CDD requirements vary by jurisdiction, but the core principle remains risk-based due diligence. Croftz supports compliance workflows that can align with applicable local regulations and internal risk policies.

When Customer Onboarding Doesn’t Go to Plan

Real onboarding can involve incomplete information, failed checks and manual reviews. Croftz helps teams manage exceptions while keeping customer files complete and controlled.

Compliance analyst reviewing a KYC file on a laptop

Thin-File Applicants

Handle cases where the available customer information is incomplete or difficult to verify.

Failed KYC Checks

Record failed checks, supporting information, overrides and the decision that follows.

Manual Review

Give compliance teams the information they need to investigate and resolve exceptions.

Clear Escalation

Ensure higher-risk or unresolved cases can be reviewed before a final decision.

What Does Customer Onboarding Actually Cost?

Onboarding efficiency is not just about speed. Teams need to understand the cost of checks, review time, rework and customers who drop out before completion.

Onboarding workflow on a laptop

Understand the operational cost of completing each customer file.

KYC verification on a mobile phone

From Completed Checks to a Defensible Customer File

Once onboarding is complete, Croftz helps teams maintain a clear customer file with checks, sources, decisions and supporting evidence — ready for the next compliance step.

When the File Needs Ongoing Monitoring

Move the completed customer relationship into ongoing screening and monitoring.

When the File Needs Remediation

Address incomplete or outdated customer information through a structured remediation process.

When the Relationship Needs Deeper Research

Escalate cases where standard onboarding checks cannot resolve the risk.

When the File Needs to Be Evidenced

Maintain the records needed to demonstrate how the customer was assessed and why the decision was made.

Frequently Asked Questions

KYC onboarding is the process of collecting customer information, verifying identity, conducting relevant checks, assessing risk and making a documented onboarding decision.

KYC focuses on individuals, while KYB focuses on businesses and their ownership, officers and related information.

The applicable requirements depend on the relationship and circumstances. Regulation 27 sets out when customer due diligence is required, while Regulation 28 covers how it should be applied.

EDD applies in circumstances where the customer or relationship presents higher risk or where the applicable requirements call for enhanced measures.

The case may require further information, manual review, escalation or a documented decision not to proceed.

Record-retention requirements depend on the applicable regulatory framework and circumstances.
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See a Real Onboarding File

Walk through a completed customer file — from the initial application and checks to the final decision and supporting evidence.

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In the demo
  • One live case, from application through to an evidenced decision
  • Identify which product fits your operating model
  • See how risk scoring maps to your own policy
  • Review the audit evidence your regulator asks for
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