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Case Study

Delivering Know Your Customer Remediation - High and Medium Risk Customers

Results at a Glance

  • 7,000 high and medium risk cases remediated
  • Implemented training and process design
  • 85% ‘First Time Right’ score achieved

Focus Areas

  • High risk remediation
  • Customer outreach
  • Know Your Customer (KYC)

Executive Summary

Aston Carter recently partnered with a leading, global financial services organisation to support large scale Know Your Customer (KYC) remediation project in the UK. We designed a complete, end-to-end solution to ensure the client would have a standalone operation that could deliver to immediate demand for KYC remediation as well as a function that would be fit for the future. 

Results Summary

Our solution effectively supported the remediation of 7000 KYC cases and resulted in an 85% ‘first time right’ score. We supplied an onsite management team who implemented a workflow and capacity forecast tool to support with telephony oversight and implemented training and process design to improve the overall function. In the closing weeks we were able to assist the client over several other workstreams that required remediation and stayed on to support the programme with BAU activities.