Onboarding and monitoring customers with Fraud & Transaction Monitoring issues

Fraud broadly falls into 3 types: Onboarding, Login, and Transaction Monitoring.

Impact to KYC status

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 does not impact decision on whether a customer has passed KYC check. Hence the entity's overall status and risk level only reflects KYC-related processes.

Customer Onboarding

Customers register for your application when they create an account. With FrankieOne you can check the customer or their device for potentially fraudulent behaviour.

Customer onboarding also 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

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

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.