Customer FAQs

Onboarding customers: IDV and KYC

  • Q: What is the difference between a ‘Ruleset’ and a ‘Recipe’?

    • A ‘Ruleset’ is the KYC minimum requirements you expect your customers to meet to pass KYC. So this is whether they need to meet Safe Harbour 2x2 with Gov ID or just need 1 Gov ID etc.
    • A ‘Recipe’ is a combination of checks your customers pass through in order to be onboarded. This can include: KYC, AML, Duplicate checks, Blocklist checks, IDV/Biometrics & Fraud checks
  • Q: What are the FrankieOne ‘Recipes’?

    • These are the different options for the combination checks that you are performing on your customers to validate their identity and suitability - depending on what information you match, and against how how many datasets. FrankieOne has 5 base ‘Recipes’ that cover the full range of checks that you could run. These are all included in the startup bundle.
  • Q: How do I know which ‘Ruleset’ to use?

    • Check your internal Risk and Compliance policies - it will depend on your reporting requirements and approach to risk
    • Choice will be limited by whether or not you are a reporting entity, most reporting entities have a minimum requirement of Safe Harbour, as outlined above. Outside of KYC, ruleset requirements will depend on your internal policies
  • Q: Why should I check GovID? Is it not more work for the customer?

    • GovIDs have very high pass rates and count towards the 2x2 or 1x1 independent data source requirements. They are also viewed as a very reliable data source. The customer doesn’t need to provide photos of their ID for a DVS check so its not much effort at all!
  • Q: Why would I use Biometrics?

    • Biometrics provide an extra layer of security, by checking the legitimacy of the ID and that the person onboarding matches the ID. Biometrics, also known as ID&V, does not contribute to KYC checks but do provide extra comfort that the onboarded person & their ID are authentic
    • Biometrics can be added to recipes as ‘optional’ which will allow you to trigger the additional level of security as you see fit, rather than it being a minimum requirement to pass through onboarding
  • Q: Can I change which recipe I run a customer through?

    • Yes - these can be changed in the FrankieOne Portal
  • Q: What happens if an individual is from a sanctioned country? (i.e. we want to pass them, but flag them as a higher risk)

    • The customer will appear in the Portal as "needs attention / refer" and can be manually passed through
  • Q: What do I do if a valid customer cannot pass eKYC?

    • You can toggle to ‘mKYC’ on the ‘Edit Customer details’ page and complete a 100 point check of valid documents to then pass the customer through KYC
  • Q: If we manually pass a customer, what does the customer then need to do? (i.e. do they need to reapply?)

    • They don't need to do anything different, they will receive an acceptance and can just continue on their way. They may need to provide additional documentation to support the manual KYC completion
  • Q: What are parent and child accounts?

    • This functionality is all about your control; the parent can be set up to have visibility over the child accounts without reciprocal access. This can be used however you like - typically, it’s more about future proofing - the main use case is expanding your business to different geographies or subsidiaries and wanting to keep their operations separate. Important to note that there are chinese walls between child accounts, so if someone is onboarded to one child, they are not visible from another. Parent access gives total oversight
  • Q: What is the difference between DVS Foreign Passport checks and VEVO?

    • If a customer has a foreign passport with an Australian visa, they can get a match on the DVS to contribute to them passing KYC. VEVO checks do no impact KYC results, but instead provide additional information, breaking down the visa conditions of the customer (working rights, expiry etc.)
  • Q: Is there a listing of the types of visas?

  • Q: How do we avoid duplicating checks on mobile numbers / emails that have been identified as fraudsters?

    • Duplicate checks prevent this, and fraudulent numbers / emails identified can be added to the Blocklist
  • Q: I am blocked out of my Frankie Portal, what do I do?

    • Any of your Frankie Portal admins can reset your password by clicking on the ‘unlock’ icon next to your user profile within User Management. Important to note the password reset expires after 1hr

Maximising pass rates

  • Q: What is the pass rate that Frankie One can achieve?

    • This depends on a number of factors. Typically we achieve a ~10% higher pass rate for our customers changing from other providers/manual KYC/AML. Actual rates vary by industry, onboarding process and customer demographic
  • Q: What is the pass / fail rate on PEP / sanctions?

    • We typically see a 99% pass rate - this does depend on the customer demographic though, and the fuzziness rate (e.g. higher fuzziness rate can get false positive rates) (~30% fuzziness recommended)
  • Q: What is the pass rate with using Biometrics?

    • Typically we rates more in the 60%'s - only for drivers licence and passport
    • It does depend on the level of Biometrics you are performing - if you’re just validating the ID it can be higher vs. if you require a ‘liveness’ check, which can result in higher drop out rates
  • Q: What do you recommend to help increase pass rates for under 18’s?

    • Their pass rates can be quite low, given limited digital footprint - one option is to ask for an ID only

Getting further support

  • Q: Where can I get further support, either technical or operational?

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