Onboarding and monitoring customers with Fraud & Transaction Monitoring issues

Understand how customers appear in the FrankieOne portal when they also have issues due to fraud or transaction monitoring.

FrankieOne allows you to check an entity for Device/Customer Characteristics issues during the registration or login process. This fraud check can happen before or after KYC is completed. If the fraud check is performed before KYC, the customer will still be able to complete onboarding. That is, fraud issues will not prevent a customer from passing KYC.

Once an entity has passed KYC, FrankieOne can perform ongoing KYC and AML checks, as well as monitor transactions and logins for fraudulent behaviour. Issues arising from transaction monitoring can be resolved independently from issues arising from ongoing KYC and AML checks.

While fraud and transaction monitoring checks can occur at any time in the customer's lifecycle, from before onboarding to during ongoing monitoring, the result of such checks do not impact the customer's ability to pass KYC processes. Hence the entity's overall status and risk level only reflects KYC-related processes.

Customer Registration

Customers register for your application when they create an account. With FrankieOne you can check the customer or their device for potentially fraudulent behaviour during registration, even before the customer begins your onboarding process.

No issues found

If no device/customer characteristics issues are found, the customer will not appear in the portal until they begin onboarding. The customer data will still be accessible via the API using the Retrieve Entity Details endpoint.

Teams should perform the following actions:

Team

Actions

Customer team

Prompt the customer to complete onboarding.

Fraud team

No action required.

Compliance team

No action required.

Device/Customer Characteristics issues found

If a Device/Customer Characteristics issue is found during registration, the customer will appear in the Fraud/AML list in the portal, where the issue can be investigated and resolved by the fraud team.

At this stage the customer's overall status will be UNCHECKED meaning they will still be able to start and complete onboarding. That is, FrankieOne will not prevent a customer from completing KYC if any fraud issues were found.

Teams should perform the following actions:

Team

Actions

Customer team

Prompt the customer to complete onboarding.

Fraud team

Locate the customer in the Fraud/AML list in the portal.
Address any Device/Customer Characteristics issues using the portal.

Compliance team

No action required.

Customer Onboarding

Customer onboarding involves completing the KYC process and any required AML checks, such as checking PEP and sanction lists, and searching for any adverse media about the customer.

No issues found

If the customer completed onboarding and no KYC, AML or fraud issues were found, then they will appear in the Monitoring list in the FrankieOne portal.

At this stage the customer's overall status will be PASSED.

Teams should perform the following actions:

Team

Actions

Customer team

View entity details in the Monitoring list.

Fraud team

No action required.

Compliance team

No action required.

Only KYC issues found

If the customer started onboarding and KYC and/or AML issues were found, then they will appear in the Onboarding list in the FrankieOne portal.

At this stage the customer's overall status may be NEEDS ATTENTION or FAILED depending on the nature of the KYC issues found.

Teams should perform the following actions:

Team

Actions

Customer team

Locate the entity in the Onboarding list in the portal.
Address any KYC or AML issues using the portal.

Fraud team

No action required.

Compliance team

No action required.

Only Device/Customer Characteristics issues found

If the customer completed onboarding and fraud issues relating to device/customer characteristics were found, then they will appear in the Fraud/AML list in the FrankieOne portal. They will not appear in the Monitoring list until the fraud issue is resolved.

At this stage the customer's overall status will be PASSED, indicating that they did pass all KYC-related checks. The Device/Customer Characteristics issues that were found are not reflected in the customer's overall status because they do not affect the customer's ability to onboard.

Teams should perform the following actions:

Team

Actions

Customer team

No action required.

Fraud team

Locate the entity in the Fraud/AML list in the portal.
Address any fraud issues using the portal.

Compliance team

No action required.

Both KYC and Device/Customer Characteristics issues found

If the customer did not pass KYC and they also have fraud issues relating to device/customer characteristics, then they will appear in the Fraud/AML list in the FrankieOne portal.

They will not appear in the Onboarding list until the fraud issue is resolved, however the entity can still be accessed directly from your system’s CRM using the onboarding entity link:

https://portal.kycaml.frankiefinancial.io/onboarding/profile/{entityId}

At this stage the customer's overall status may be NEEDS ATTENTION or FAILED depending on the nature of the KYC issues found. Once the Device/Customer Characteristics issues are resolved, the customer's status will remain NEEDS ATTENTION or FAILED, indicating the status of the KYC onboarding process. Once all KYC-related issues are resolved, the customer's overall status will then become PASSED or MANUALLY PASSED.

Teams should perform the following actions:

Team

Actions

Customer team

Locate the entity in your system’s CRM.
View entity details in the FrankieOne Portal via the entity link.
Address any KYC issues using the portal.

Fraud team

Locate the entity in the Fraud/AML list in the portal.
Address any fraud issues using the portal.

Compliance team

No action required.

Customer Login

Once a customer has completed onboarding, you can continue checking their login events for new customer or device characteristics that might indicate potential fraudulent activity.

No issues found

If no device/customer characteristics issues are found, the customer will remain in the Monitoring list.

At this stage the customer's overall status will continue to be PASSED or MANUALLY PASSED.

Teams should perform the following actions:

Team

Actions

Customer team

View entity details in the Monitoring list.

Fraud team

No action required.

Compliance team

No action required.

Device/Customer Characteristics issues found

If a new Device/Customer Characteristics issue is found during login, the entity will move from the Monitoring list to the Fraud/AML list in the FrankieOne portal. Once the fraud issue is resolved, they will move back to the Monitoring list.

At all times the customer team can access the entity directly from your system’s CRM using the monitoring entity link:

https://portal.kycaml.frankiefinancial.io/monitoring/profile/{entityId}

At this stage the customer's overall status will continue to be PASSED or MANUALLY PASSED until there is a change from ongoing KYC processes.

Teams should perform the following actions:

Team

Actions

Customer team

No action required.

Fraud team

Locate the entity in the Fraud/AML list in the portal.
Address the fraud issue pertaining to the customer or their device using the portal in the entity’s Device/Customer Characteristics tab.

Compliance team

No action required.

Transactions

Financial transactions performed by a customer can be checked for fraud and AML issues. The customer themselves and their device can also be checked for new device/customer characteristics issues during each transaction.

No issues found

If no issues for the transaction are found, the customer will remain in the Monitoring list.

At this stage the customer's overall status will continue to be PASSED or MANUALLY PASSED until there is a change from ongoing KYC processes.

Teams should perform the following actions:

Team

Actions

Customer team

View entity details in the Monitoring list.

Fraud team

No action required.

Compliance team

No action required.

Fraud or transaction monitoring issues found

If fraud or transaction monitoring issues are found, then the entity will move from the Monitoring list to the Fraud/AML list in the FrankieOne portal. Once all fraud and transaction monitoring issues are resolved, they will move back to the Monitoring list.

At all times the customer team can access the entity directly from your system’s CRM using the monitoring entity link:

https://portal.kycaml.frankiefinancial.io/monitoring/profile/{entityId}

At this stage the customer's overall status will continue to be PASSED or MANUALLY PASSED until there is a change from ongoing KYC processes.

Teams should perform the following actions:

Team

Actions

Customer team

No action required.

Fraud team

Locate the entity in the Fraud/AML list in the portal.
Address any transaction fraud issues using the portal in the entity’s Transactions tab.
Address any fraud issues pertaining to the customer or their device using the portal in the entity’s Device/Customer Characteristics tab.

Compliance team

Locate the entity in the Fraud/AML list in the portal.
Address any transaction AML issues using the portal in the entity’s Transactions tab.

Ongoing KYC or AML (PEP, Media, Sanctions) monitoring

FrankieOne can perform ongoing KYC and AML monitoring on an entity. For example, company policy may require KYC to be performed on a periodic basis, or a customer may be flagged by an updated sanctions list where they weren’t before.

No fraud or transaction monitoring issues found

Customers will appear in the Monitoring list, and their status will be NEEDS ATTENTION if there are any ongoing monitoring issues that need to be addressed.

Teams should perform the following actions:

Team

Actions

Customer team

Locate the entity in the Monitoring list in the portal.
Address any KYC or AML issues using the portal in the entity profile view.

Fraud team

No action required.

Compliance team

No action required.

Both ongoing monitoring (KYC/AML) and fraud or transaction monitoring issues found

If a customer has any unresolved fraud or transaction monitoring issues, then they will move from the Monitoring list to the Fraud/AML list. If there are any ongoing monitoring issues due to KYC or AML, then the entity will not be visible in the Monitoring list until all fraud and transaction monitoring issues have been resolved.

Customer team members can resolve ongoing KYC/AML issues immediately, while an entity still has unresolved fraud or AML issues, by accessing the entity directly from their system’s CRM using the monitoring entity link:

https://portal.kycaml.frankiefinancial.io/monitoring/profile/{entityId}

At this stage the customer's overall status will be NEEDA ATTENTION due to the ongoing monitoring KYC/AML issues. Once those issues are resolved again, the customer's overall status will become PASSED or MANUALLY PASSED.

Teams should perform the following actions:

Team

Actions

Customer team

Locate the entity in your system’s CRM.
View entity details in the FrankieOne Portal via the entity link.
Address any KYC or AML issues using the portal in the entity profile view.

Fraud team

Locate the entity in the Fraud/AML list in the portal.
Address any transaction fraud issues using the portal in the entity’s Transactions tab.
Address any fraud issues pertaining to the customer or their device using the portal in the entity’s Device/Customer Characteristics tab.

Compliance team

Locate the entity in the Fraud/AML list in the portal.
Address any transaction AML issues using the portal in the entity’s Transactions tab.


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