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Request Customer Approval

Overview​

The Request Customer Approval feature implements maker-checker controls for customer onboarding by requiring supervisory review and authorization before new customers gain full access to banking services. This workflow ensures quality control, compliance verification, and risk assessment before customer activation.

What It Does​

This feature allows customer service staff who create new customer records to submit those records for approval by authorized personnel. Once submitted, the customer enters a pending approval status where supervisors review all information, verify documentation compliance, and either approve or reject the customer for activation.

Business Value​

Implementing approval workflows for new customers protects the bank from errors in customer onboarding, ensures compliance with regulatory requirements, maintains data quality standards, and provides oversight of customer acceptance decisions. The maker-checker separation reduces fraud risk and improves overall customer data integrity.

Who Uses This Feature​

Customer Service Representatives submit newly created customer records for approval after completing data entry and collecting all required documentation from customers.

Branch Staff request approval for customers registered during branch visits, ensuring supervisory review before account opening proceeds.

Onboarding Specialists in centralized processing centers submit batches of customer applications for review after initial data entry.

Relationship Managers may request approval for high-value or complex customer relationships requiring senior management authorization.

Key Capabilities​

Structured Approval Workflow​

The system implements a formal approval process with defined stages. Customers move from initial creation to pending approval status, creating clear visibility into which customers await authorization and enabling efficient workflow management.

Documentation and Notes​

When requesting approval, staff can add notes highlighting important aspects of the customer relationship, flagging items requiring special attention, or explaining unusual circumstances. These notes help approvers make informed decisions.

Notification and Task Assignment​

Approval requests automatically generate tasks for designated approvers and send notifications ensuring timely review. This prevents customers from waiting unnecessarily for approval and maintains efficient onboarding timelines.

Status Tracking and Visibility​

Staff can easily track which customers are pending approval, how long they've been waiting, and who is responsible for review. This transparency supports workload management and ensures no approval requests fall through the cracks.

How to Use​

Completing Customer Creation​

Before requesting approval, staff ensure the customer record is complete with all required information accurately entered. They verify that all mandatory fields are filled, documentation has been collected, and the customer record meets quality standards.

Reviewing Documentation Completeness​

Identification Verification: Staff confirm that valid identification documents have been collected, verified, and properly referenced in the customer record.

Address Proof: Verification that proof of address documents meet requirements and are current.

Compliance Materials: Checking that all required KYC and compliance documentation is complete and properly stored in the document management system.

Account Opening Forms: Ensuring any necessary application forms or agreements are signed and attached to the customer record.

Accessing the Approval Request Function​

From the customer profile, staff access the approval request function. This is typically available after the customer record is created but before any accounts are opened or services are activated.

Adding Request Notes​

Highlighting Key Information: Staff note any important aspects of the customer relationship such as anticipated account types, expected transaction volumes, or special service requirements.

Flagging Unusual Circumstances: If anything about the customer or their requirements is unusual, staff explain the circumstances to help approvers understand the context.

Documenting Verification Steps: Staff may note which verification steps were completed and any results of identity checks or reference verifications performed during onboarding.

Submitting the Request​

Once all information is complete and notes are added, staff submit the approval request. The customer immediately moves to pending approval status, and designated approvers receive notifications.

Communicating with Customers​

After submitting for approval, staff inform customers that their application is under review. Setting appropriate expectations about approval timeframes maintains positive customer relationships during the waiting period.

Common Use Cases​

Standard Customer Onboarding​

A customer visits a branch to open an account. The representative creates the customer record, collects all required documentation, verifies the information, and submits the customer for approval. The branch manager reviews and approves the customer, enabling account opening to proceed.

Corporate Client Approval​

A relationship manager completes initial setup for a new corporate client. Given the complexity and size of the relationship, the request goes to senior management for approval. The manager adds notes about the business relationship, anticipated services, and due diligence completed.

Online Application Processing​

A customer submits an application through the bank's website. Back office staff review the application, create the customer record, verify provided documentation, and submit for approval. Compliance reviews the submission before authorizing activation.

High-Risk Customer Review​

During customer creation, initial screening flags potential risk factors. The representative completes the customer record and submits for approval with notes about the flags. Risk management reviews the case and determines whether to approve with enhanced monitoring or reject the application.

Important Considerations​

Completeness Before Submission​

Submitting incomplete customer records for approval wastes approvers' time and delays customer onboarding. Staff should ensure all information is complete and accurate before requesting approval.

Clear Communication in Notes​

Approval notes should be professional, clear, and focused on information relevant to the approval decision. Vague or excessive notes don't help approvers make better decisions.

Timing and Customer Expectations​

Long delays between submission and approval negatively impact customer experience. Staff should understand typical approval timeframes and set realistic expectations with customers.

Following Up on Pending Approvals​

Staff should monitor pending approval requests for their customers. If approvals are taking longer than expected, they should follow up with approvers to prevent excessive delays.

Handling Urgent Cases​

Some customer relationships may require expedited approval. Staff should follow established procedures for escalating urgent cases while maintaining appropriate controls.

Integration with Onboarding Workflow​

Prerequisites for Approval​

Customers must be fully created with all required information before approval can be requested. The system enforces these prerequisites to maintain data quality.

Post-Approval Actions​

Once approved, customers can have accounts opened, products assigned, and services activated. Approval removes the gate that prevents full relationship establishment.

Rejection Handling​

If customers are rejected, staff receive notifications explaining the decision. They can then work with customers to address issues and resubmit for approval after making necessary corrections.

Approval Analytics​

Management can review approval metrics including average approval times, rejection rates, and approval backlogs. These analytics support process improvement and resource allocation decisions.

  • Approve Customer: Authorize customer activation
  • Reject Customer: Decline customer applications
  • Create Contact: Initial customer record creation
  • View Customer Details: Review customer information
  • Document Management: Access customer documentation
  • Task Management: Track approval workflow tasks