Begin with the problem.
Find a useful direction.
Identify the work your institution needs to improve. These business journeys help you choose relevant areas to explore; individual offering details are in the product catalogue.
When this matters
A customer relationship involves incomplete identity information, a complex corporate structure or a change in business circumstances. Your team needs to establish the facts before deciding what further review is appropriate.
The work to coordinate
- Organise identity and business evidence.
- Understand relevant ownership and control relationships.
- Record outstanding questions and the basis of the customer assessment.
A useful outcome
A documented view of what is known about the customer, which information remains unresolved and who owns the next review action.
When this matters
A name appears in a payment, an onboarding record or a customer review. Your team needs to determine whether a potential sanctions finding or other relevant exposure relates to that party.
The work to coordinate
- Assess the relevant finding and available identifying context.
- Keep sanctions designation, political exposure and reported allegations distinct.
- Decide whether more information or a specialist assessment is needed.
A useful outcome
A reasoned review of the party and the finding, with the institution retaining responsibility for its customer or payment decision.
When this matters
An unusual payment or a series of events raises questions that cannot be answered from one record alone. Investigators need to understand the sequence, relationships and surrounding account context.
The work to coordinate
- Review relevant activity across a meaningful period.
- Explore linked transfers and counterparties where authorised records are available.
- Assess fraud concerns without assuming that a signal proves wrongdoing.
A useful outcome
A better-supported investigative lead and a clear set of follow-up questions, rather than disconnected alerts with unexplained significance.
When this matters
A concern moves between teams, a report needs preparation or an earlier decision is questioned. The institution needs an organised account of the evidence, unresolved issues and authorised conclusions.
The work to coordinate
- Track investigation ownership and supporting material.
- Identify information-quality gaps that limit an assessment.
- Connect approved reporting facts and historical review decisions to the evidence behind them. Data quality and audit records are included within the relevant products.
A useful outcome
An understandable investigation and review record that supports hand-offs, internal oversight and reporting preparation.