TSB partners Onfido for customer onboarding

TSB has partnered with identity verification provider Onfido to launch its new customer onboarding journey.

The tie-up will see the bank use Onfido’s biometric technology to enable customers to sign up for a current account in 10 minutes, which the pair estimate will be completed in ‘8 mobile scrolls’.

TSB said that the decision to implement Onfido’s verification technology has been driven by a dramatic shift towards digital services.

The bank said it now records 75 per cent of its sales via digital channels, while 80 per cent of new customer sign ups at TSB happen via mobile device.

In addition, 90 percent of TSB’s servicing transactions are conducted digitally.

TSB said that the 8 scroll sign up process on mobile with Onfido compares to a web journey comprising more than 60 scrolls.

The new process will involve just 22 questions to open an account, down from 49 via the online channel.

TSB said that Onfido will enable email and device verification to guard against fraud, while biometric and document verification technology will enable customers to instantly access the TSB mobile banking app after sign up.

Commenting on the implementation, Kavin Mistry, head of digital at TSB, said: “Demand for digital services is soaring, and we are proud to meet new customers’ needs with a convenient, secure and streamlined onboarding journey – with sign-up in just 10 minutes.

“Today's launch demonstrates our customer-focused digital offer that complements a modern branch network; offering customers the best in both digital and traditional banking.”

Dimitrie Dorgan, senior fraud risk manager, at Onfido, said:“Security and a smooth user experience are paramount for banks when it comes to building trust with their customers.

“With Onfido’s AI-powered technology, identity verification is streamlined for a user-friendly onboarding process while conducting strong fraud detection and mitigation in the background.

“We’re excited to be working with leading UK banks such as TSB to help them rapidly and securely evolve to meet their customers’ changing digital needs.”

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