Moataz Mustapha,
Lead Product Designer — Fintech & Banking
Work & Capability Index ↗
Customer Journey
Game-Changer
Game changers are people who introduce new
practices to their organisations. They want inspire
others to co-create and innovate together.
What are their key goals and needs?
Assisted
online journey
Localisation of language
Transparency
What do they struggle with most?
Multiple visits to branch
All manual document printing and signature
No single platform work flow for back office team
Discovery
Why do they even start the journey?
Eligibility
Why would they trust us?
Application-PreSubmission
How can they feel successful?
Application Screening Post Submission
Goes through compliance & Governance
Account Activation
How user can start using their account?
Archival of Original Documentation
Customer
What does the customer do? What information do they look for?What is their context?
Walking to branch
Relationship Manager
What does the customer want to achieve or avoid?
Tip: Reduce ambiguity, e.g. by using the first person narrator.
Identify customer from our existing portfolio of customers (buyer & supplier)
Cold calling different source
Exhibitions
Partnership
with fintech
to get
customers
Other bank Offer competitive rates compare to Mashreq
Needs to manually reach out to customer
Customers needs to visit to branch for account opening
Limited product proposition for type of bank accounts categories/segments (Disabled women account)
- Type of business
- Type of business structure (Sole prop,layered, limited partnership, legal structure)
Size of business
- Small- EGP 1milliom up to 50 million
- Medium: 50 -200
- BCA: Up to 1.5billion
- Corporate: Above 1.5 billion
Type of product and financial solution he is looking for?
Current accounts and Term deposits
Collection, PoS, Cash Pickup, DirectDebit Product
Lack of online reach and solution
Term deposit 1month upto 12 month
Sole prop
non-egyptian
Sole prop professionals who
can be without commercial
registration
Payment Solutions
Need to manually check the eligibility of customer and to identify suitable product for customer
Commercial
Registration
Any license required to operate certain specific type of business
Incase of foreign shareholder need to submit passport
Customer fills the application by themself without much assistance from RM
RM meet
the partners
and validate
their ID's
RM visit company premises of the applicant and validate the business functioning
RM manually validate all the documents and they sign and stamp for original seen
RM fills an excel sheet with comprise of customer details and company details
RM scan documents and send it to Acquisition team via email
Need an application form and excel sheet
ID of all the owners having stake of 10% or more
Visa copy for foreign shareholders
Account
application
need to be
reviewed
Official ghazet for the contract
ID of all authorized signatories
Board Resoultion
Lots of paper work
RM has to manually review all the documents
RM has to manually scan all the documents
Multiple
visits to
customer
site
Monotonus
job of filling
all details
All documents shall be submitted in Arabic
Generates
Risk Level of
the customer
L1, L2 and L3
No common workflow
Tax Card
RM can use EDMS to track the status of the application
RM replies on email for exception info/docs to the exception issued department
RM Dispatch all original documents to the AOU team on account number generation
Governance Team
Validate
application
documents
and upload to
EDMS system
Name screening happens - Sail (Tool)
It has maker and checker process
For personal hit we use national ID and for company we use commercial registration doc.
Need manual
validation
across all the
documents
Contact RM for getting the missing information or document
Compliance
What are the parameter we verify to safeguard the bank?
Tip: Verifying customer citizenship
In case of hit, send it to compliance team to review
Incase of L3 customer, compliance team needs to give an exception before application moves to EDMS
Receive KYC documents for all the L3 customers
Verify CDD (Customer DueDeligence) and bank requirement docs.
Bank KYC, Customer KYC, EBOR (Shareholder structure of the company) form needs to be signed by customer
Layered entity verification upto 10% of shareholdings
National ID & Passport needs to be collected of all shareholders.
Verify source of wealth for individuals (owner& employee of thecompany)
Checks the social media profile
need compliance
flow and validations
Normal case TAT 2 working days
Send approval on verification to RM for next step
Missing
documents
according to
Central Bank
Regulations
Authorized signatory missing in the company documents then needs to check doc with PoA
Authorized signatory Non residents needs to sign in front of the bank officer.
RM confirmation needs to be attached as original seen of required documents mandatory
All exception are
managed via
email between
compliance &
RM
Account Opening Unit (AOU) Maker
Validate application information based on the checklist
Will receive an application via EDMS
Documents categorized into 2 (legal & compliance)
Needs to validate
docs. according to
requirement of
Compliance &
Legal
Validate all the attached scanned documents as per the bank policy
Normal
Queue
managed
manually
Express Queue
managed manually
Manually type all the information from arabic to english in flex
Generates CIF for the customer in Flex
Move the application to checker
Tax card is has been renewed
Scanning signature and adding to system
need checklist
Sole prop (30%), partnership (50%), Limited Liability (20%)
EDMS is used to raise an exception
Human
errors can
lead to
back forth
Incase of unclear scan document or missing information the application moves back to Governance team
Translate manually leads to an human error
Company name & UBO translation from Arabic to English
Risk classification is mismatch received in our queue
Lack/ missing information from RM about customer
Regulatory Updates from legal sometimes can be missed to be communicated to the department, which creates confusion
Central bank code mapping with the company sector & location sometimes gets hard to map
Physical doc MandatorIy needs to be in Arabic
Increase the TAT of the application
Use excel sheet for some of the word and template pre defined in the excel
Request letter
head of company
to ensure name to
translate from
Arabic to english
TAT increase due to unclear documents
For multi currency account, application is been moved between maker & checker multiple times to open each currency account
Delays due to original docs are awaited
Revalidation of original documents with the scan copy is a time consuming task
Account Opening Unit (AOU) Checker
Re-validate the maker work and process the application
Receives a application from Maker
Revalidate all the information done checker on the system
For multi currency accounts the application move between maker & checker to individually open all different currency account
Original awaited docuements
TAT of clear info & doc can take from 30 min to 1 hr
Human error can leads to back n forth
EDMS to beused to raise an exception
If the application is correct, maker generates an CIF for the customer, which ultimately creates an account number
IBAN number generates simlutaneously?
Debit Freeze
Account gets activated
RM sometime request for Debit Freeze without receiving original documents
Archival of original documents
submitted by customer happens
Managed by third party
Digital Bank Call Center
Support and address customer queries across the application process
Create a lead for RM
Suggest customer to visit to the branch
Unable to reach RM
Use Flexcube to screen application number and identify relationship manager
Governance
Manage customer complaints
On monthly basis
validated customer
account information
and ensure to fill the
information which is
missing
Onboarding
UX Objectives
Automate Document Verification
Implement AI-driven systems to minimize manual input, reducing errors and speeding up validation.
Enhance Digital Assistance
Provide real-time, intelligent support throughout the process to guide customers and reduce abandonment.
Improve Accessibility
Introduce a multilingual interface to cater to diverse customer needs, ensuring inclusive and seamless engagement.
Physical Evidence
Discovery
Eligibility
Pre-Submission
Post Submission
Account Activated
Post Activation
Customer
Actions
Campaigns & social media
Marketing call from bank
Entry point as a website
Radio stations & bill payments
Clear product offeringcovering all services
RM assisted
Partnership with different government entities
3rd party service providers
Customer wants to know about business
product offerings
interested if Only additional services are available
Multi-Currency
Account
Opening
Money
Transfer
Assets
Fill the form in preferred
language Arabic
Upload
required
documents
Seek for Assistance
Live chat, RM assisted, English & Arabic language support
Regulatory Declaration
Enters Company
Details
Enters Personal Details
Enters Financial Details
Incase of exception customer receive an notification
Customer response with requested doc/info
Can view the progress of the application
Receives notification once account number is generated
Receives a welcome email from Mashreq for account activated
Receives temp. credentials for access internet banking
Can avail for new product or services
Touch Points
RM
assisted in branch
Branch kiosk for NEOBiz
Website
Mobile
RM assisted in branch
Branch kiosk for NEOBiz
Website
Mobile
RM
assisted in branch
Branch kiosk for Neo Biz
Website
Web based workflow
Website
Mobile
Web based workflow
Website
Mobile
Website
Mobile
Front of Stage Interactions
Customer visit branch with National ID, CR and Tax Card
Gets assistance from branch sales person
Customer go boarding journey by through on-with assistance from themself in branch Sales person
Customer visit NEOBiz website and explore the Business Product
Customer receives a marketing email and redirected to On-boarding journey
Go through the business products and understand the proposition
Detect the preferred language to use.
Customer Identify the suitable business product for their business need
Looks for Bank charges and terms & condition
Select the product and go to the sign up screen for on-boarding
Select the structure of the company
Line of Business
- Sole prop
- Limited Liability
- Partnership
- Legal liability (POA) Company
Enters required Signup details
- Name of the company
- Name of the applicant
- Mobile Number
- National ID number (incase of expat passport)
Receive OTP and verify number and mobile email address
Fills required details
required Upload documents handy with customer
Review all the entered details the application and submit
Checks all the terms & condition
Acknowledge declaration
On submission customer will get guidance what are the next step
Company Details
- Commercial Professional License Registration or
- CR extraction date & expiry date
- Tax Card
Company industry and sector
MoA for partnesrship - not valid for now
Address of the company
Company buyer & seller
Extract & Verify company name as per registration Arabic & English
Individual Details
National ID
Incase of expat as per passport
Owners name passport in as per English & Arabic
Country of birth
Financial Details
Company capital
Expected turnover within Mashreq
Regulatory Declaration
FATCA
PEP
Sanction
Logins to application using application number
Verify access using OTP send to mobile number
Enters requested info on customer portal
Uploads requested doc. on customer portal
Submit requested info/doc
Customer can track all their submitted response
Customer can use tracker to status of the track the application
Back of Stage Interactions
Enable the entry point for the journey
Enable the entry point for the journey
Validate the structure of the company
For sole prop customer can online journey continue
For partnership, LLC, Legal Structure, lead will be generated and RM will take up the case
Validate below details
- Name of the company
- Applicant Name
- Email address
- Mobile number
- National ID number
OCR Commercial Registration
OCR Tax
card
National ID needs will be OCR and validated using Valify
Mobile number verification using OTP
Commercial Registration needs to be in English & Arabic. We use same name of the company as per CR
customer Upload docs. to SME On-boarding-Docs
OCR passport for expact owner
If Commercial Registration is only in Arabic, then customer needs verify transliterated version or amend English version
Name screening on buyer and supplier
Risk Rating Calculator
Identify Risk Level L1, L2, L3
Relationship Manager
Pre-requisite (documents, products, T&CS)
Cold calling RMs
NEOBiz promotions
For non-sole prop RM will assist the customer for liability account
Incase if customer get's stuck can request for Assistance and schedule appointment to fill up the journey with RM
RM needs to visit customer site and verify all the originals and get the application signed
Needs to confirm AOU team before account opening
Account Opening Unit (AOU)
All L1 & L2 case will fall under AOU queue
Risk rating report & Ename screening report will be available to refer
All the information and docs will be reviewed and verified by AOU unit
Rejected due to forged mapped to National ID, so application needs to be customer can't re-apply again
Maker
documents will All the be verified by maker
All the docs. will be verified by maker
Incase of any discrepancy an exception will be raised
Customer will be notified for the requested info/doc
Once customer response, information will be verified and
All the information will be populated to be register in Flex (English & Arabic)
Application will be moved to Checker Queue
Checker
Application made by checker will be verified by checker
Incase of any discrepancy application will be moved back to maker queue
if all the information is correct then application will be registered in flex
Account number gets generated with debit freeze
Once original documents are sighted by RM and receive signed application account gets activated
Compliance
L3 application will fall under Compliance queue
details / doc additional requested will be from customer
Once customer respond from customer portal,details will be verified
if all the exceptions are cleared, application will be moved to AOU queue
Services
Social
Media Campaign
Analytics
SEO
service
Web site services
BB On- boarding journey
Valify API
SME On-boarding docs
Name screening service
Risk Rating Services
SME On-boarding docs
Name screening service
Account Number Generation Service
Systems
Social Media Marketing system
Google Analytics
Valify
NFS
Fircosoft
Flex
EDMS
Camunda workflow
NFS
Fircosoft
Flex
EDMS
MBOL
Flex
MBOL
FLEX
Matrix
Number of leads getting generated
Number of eligible for customer online journey
No. of customer completes the journey
No. of customer drop off
How many customers needs assistance across the journey
NES
score
TAT for each unit
Number of application approved
Number of application
rejected
List of application based on L1,L2 & L3
Moataz Mustapha,
Lead Product Designer — Fintech & Banking
Work & Capability Index ↗
Customer Journey
Game-Changer
Game changers are people who introduce new
practices to their organisations. They want inspire
others to co-create and innovate together.
What are their key goals and needs?
Assisted
online journey
Localisation of language
Transparency
What do they struggle with most?
Multiple visits to branch
All manual document printing and signature
No single platform work flow for back office team
Discovery
Why do they even start the journey?
Eligibility
Why would they trust us?
Application-PreSubmission
How can they feel successful?
Application Screening Post Submission
Goes through compliance & Governance
Account Activation
How user can start using their account?
Archival of Original Documentation
Customer
What does the customer do? What information do they look for?What is their context?
Walking to branch
Relationship Manager
What does the customer want to achieve or avoid?
Tip: Reduce ambiguity, e.g. by using the first person narrator.
Identify customer from our existing portfolio of customers (buyer & supplier)
Cold calling different source
Exhibitions
Partnership
with fintech
to get
customers
Other bank Offer competitive rates compare to Mashreq
Needs to manually reach out to customer
Customers needs to visit to branch for account opening
Limited product proposition for type of bank accounts categories/segments (Disabled women account)
- Type of business
- Type of business structure (Sole prop,layered, limited partnership, legal structure)
Size of business
- Small- EGP 1milliom up to 50 million
- Medium: 50 -200
- BCA: Up to 1.5billion
- Corporate: Above 1.5 billion
Type of product and financial solution he is looking for?
Current accounts and Term deposits
Collection, PoS, Cash Pickup, DirectDebit Product
Lack of online reach and solution
Term deposit 1month upto 12 month
Sole prop
non-egyptian
Sole prop professionals who
can be without commercial
registration
Payment Solutions
Need to manually check the eligibility of customer and to identify suitable product for customer
Commercial
Registration
Any license required to operate certain specific type of business
Incase of foreign shareholder need to submit passport
Customer fills the application by themself without much assistance from RM
RM meet
the partners
and validate
their ID's
RM visit company premises of the applicant and validate the business functioning
RM manually validate all the documents and they sign and stamp for original seen
RM fills an excel sheet with comprise of customer details and company details
RM scan documents and send it to Acquisition team via email
Need an application form and excel sheet
ID of all the owners having stake of 10% or more
Visa copy for foreign shareholders
Account
application
need to be
reviewed
ID of all authorized signatories
Board Resoultion
RM has to manually review all the documents
RM has to manually scan all the documents
Multiple
visits to
customer
site
Monotonus
job of filling
all details
All documents shall be submitted in Arabic
Generates
Risk Level of
the customer
L1, L2 and L3
No common workflow
Tax Card
Official ghazet for the contract
Lots of paper work
RM can use EDMS to track the status of the application
RM replies on email for exception info/docs to the exception issued department
RM Dispatch all original documents to the AOU team on account number generation
Governance Team
Validate
application
documents
and upload to
EDMS system
Name screening happens - Sail (Tool)
It has maker and checker process
For personal hit we use national ID and for company we use commercial registration doc.
Need manual
validation
across all the
documents
Contact RM for getting the missing information or document
Compliance
What are the parameter we verify to safeguard the bank?
Tip: Verifying customer citizenship
In case of hit, send it to compliance team to review
Incase of L3 customer, compliance team needs to give an exception before application moves to EDMS
Receive KYC documents for all the L3 customers
Verify CDD (Customer DueDeligence) and bank requirement docs.
Bank KYC, Customer KYC, EBOR (Shareholder structure of the company) form needs to be signed by customer
Layered entity verification upto 10% of shareholdings
National ID & Passport needs to be collected of all shareholders.
Verify source of wealth for individuals (owner& employee of thecompany)
Checks the social media profile
need compliance
flow and validations
Normal case TAT 2 working days
Send approval on verification to RM for next step
Missing
documents
according to
Central Bank
Regulations
Authorized signatory missing in the company documents then needs to check doc with PoA
Authorized signatory Non residents needs to sign in front of the bank officer.
RM confirmation needs to be attached as original seen of required documents mandatory
All exception are
managed via
email between
compliance &
RM
Account Opening Unit (AOU) Maker
Validate application information based on the checklist
Will receive an application via EDMS
Documents categorized into 2 (legal & compliance)
Needs to validate
docs. according to
requirement of
Compliance &
Legal
Validate all the attached scanned documents as per the bank policy
Normal
Queue
managed
manually
Express Queue
managed manually
Manually type all the information from arabic to english in flex
Generates CIF for the customer in Flex
Move the application to checker
Tax card is has been renewed
Scanning signature and adding to system
need checklist
EDMS is used to raise an exception
Human
errors can
lead to
back forth
Translate manually leads to an human error
Company name & UBO translation from Arabic to English
Risk classification is mismatch received in our queue
Lack/ missing information from RM about customer
Central bank code mapping with the company sector & location sometimes gets hard to map
Use excel sheet for some of the word and template pre defined in the excel
TAT increase due to unclear documents
For multi currency account, application is been moved between maker & checker multiple times to open each currency account
Revalidation of original documents with the scan copy is a time consuming task
Delays due to original docs are awaited
Regulatory Updates from legal sometimes can be missed to be communicated to the department, which creates confusion
Request letter
head of company
to ensure name to
translate from
Arabic to english
Increase the TAT of the application
Incase of unclear scan document or missing information the application moves back to Governance team
Sole prop (30%), partnership (50%), Limited Liability (20%)
Physical doc MandatorIy needs to be in Arabic
Account Opening Unit (AOU) Checker
Re-validate the maker work and process the application
Receives a application from Maker
Revalidate all the information done checker on the system
For multi currency accounts the application move between maker & checker to individually open all different currency account
Original awaited docuements
TAT of clear info & doc can take from 30 min to 1 hr
Human error can leads to back n forth
EDMS to beused to raise an exception
If the application is correct, maker generates an CIF for the customer, which ultimately creates an account number
IBAN number generates simlutaneously?
Debit Freeze
Account gets activated
RM sometime request for Debit Freeze without receiving original documents
Archival of original documents
submitted by customer happens
Managed by third party
Digital Bank Call Center
Support and address customer queries across the application process
Create a lead for RM
Suggest customer to visit to the branch
Unable to reach RM
Use Flexcube to screen application number and identify relationship manager
Governance
Manage customer complaints
On monthly basis
validated customer
account information
and ensure to fill the
information which is
missing
Onboarding
UX Objectives
Automate Document Verification
Implement AI-driven systems to minimize manual input, reducing errors and speeding up validation.
Enhance Digital Assistance
Provide real-time, intelligent support throughout the process to guide customers and reduce abandonment.
Improve Accessibility
Introduce a multilingual interface to cater to diverse customer needs, ensuring inclusive and seamless engagement.
Service blue print
Physical Evidence
Discovery
Eligibility
Pre-Submission
Post Submission
Account Activated
Post Activation
Customer
Actions
Campaigns & social media
Marketing call from bank
Entry point as a website
Radio stations & bill payments
Clear product offeringcovering all services
RM assisted
Partnership with different government entities
3rd party service providers
Customer wants to know about business
product offerings
interested if Only additional services are available
Multi-Currency
Account
Opening
Money
Transfer
Assets
Fill the form in preferred
language Arabic
Upload
required
documents
Seek for Assistance
Live chat, RM assisted, English & Arabic language support
Regulatory Declaration
Enters Company
Details
Enters Personal Details
Enters Financial Details
Incase of exception customer receive an notification
Customer response with requested doc/info
Can view the progress of the application
Receives notification once account number is generated
Receives a welcome email from Mashreq for account activated
Receives temp. credentials for access internet banking
Can avail for new product or services
Touch Points
RM
assisted in branch
Branch kiosk for NEOBiz
Website
Mobile
RM assisted in branch
Branch kiosk for NEOBiz
Website
Mobile
RM
assisted in branch
Branch kiosk for Neo Biz
Website
Web based workflow
Website
Mobile
Web based workflow
Website
Mobile
Website
Mobile
Front of Stage Interactions
Customer visit branch with National ID, CR and Tax Card
Gets assistance from branch sales person
Customer go boarding journey by through on-with assistance from themself in branch Sales person
Customer visit NEOBiz website and explore the Business Product
Customer receives a marketing email and redirected to On-boarding journey
Go through the business products and understand the proposition
Detect the preferred language to use.
Customer Identify the suitable business product for their business need
Looks for Bank charges and terms & condition
Select the product and go to the sign up screen for on-boarding
Select the structure of the company
Line of Business
- Sole prop
- Limited Liability
- Partnership
- Legal liability (POA) Company
Enters required Signup details
- Name of the company
- Name of the applicant
- Mobile Number
- National ID number (incase of expat passport)
Receive OTP and verify number and mobile email address
Fills required details
required Upload documents handy with customer
Review all the entered details the application and submit
Checks all the terms & condition
Acknowledge declaration
On submission customer will get guidance what are the next step
Company Details
- Commercial Professional License Registration or
- CR extraction date & expiry date
- Tax Card
Company industry and sector
MoA for partnesrship - not valid for now
Address of the company
Company buyer & seller
Extract & Verify company name as per registration Arabic & English
Individual Details
National ID
Incase of expat as per passport
Owners name passport in as per English & Arabic
Country of birth
Financial Details
Company capital
Expected turnover within Mashreq
Regulatory Declaration
FATCA
PEP
Sanction
Logins to application using application number
Verify access using OTP send to mobile number
Enters requested info on customer portal
Uploads requested doc. on customer portal
Submit requested info/doc
Customer can track all their submitted response
Customer can use tracker to status of the track the application
Back of Stage Interactions
Enable the entry point for the journey
Enable the entry point for the journey
Validate the structure of the company
For sole prop customer can online journey continue
For partnership, LLC, Legal Structure, lead will be generated and RM will take up the case
Validate below details
- Name of the company
- Applicant Name
- Email address
- Mobile number
- National ID number
OCR Commercial Registration
OCR Tax
card
National ID needs will be OCR and validated using Valify
Mobile number verification using OTP
Commercial Registration needs to be in English & Arabic. We use same name of the company as per CR
customer Upload docs. to SME On-boarding-Docs
OCR passport for expact owner
If Commercial Registration is only in Arabic, then customer needs verify transliterated version or amend English version
Name screening on buyer and supplier
Risk Rating Calculator
Identify Risk Level L1, L2, L3
Relationship Manager
Pre-requisite (documents, products, T&CS)
Cold calling RMs
NEOBiz promotions
For non-sole prop RM will assist the customer for liability account
Incase if customer get's stuck can request for Assistance and schedule appointment to fill up the journey with RM
RM needs to visit customer site and verify all the originals and get the application signed
Needs to confirm AOU team before account opening
Account Opening Unit (AOU)
All L1 & L2 case will fall under AOU queue
Risk rating report & Ename screening report will be available to refer
All the information and docs will be reviewed and verified by AOU unit
Rejected due to forged mapped to National ID, so application needs to be customer can't re-apply again
Maker
documents will All the be verified by maker
All the docs. will be verified by maker
Incase of any discrepancy an exception will be raised
Customer will be notified for the requested info/doc
Once customer response, information will be verified and
All the information will be populated to be register in Flex (English & Arabic)
Application will be moved to Checker Queue
Checker
Application made by checker will be verified by checker
Incase of any discrepancy application will be moved back to maker queue
if all the information is correct then application will be registered in flex
Account number gets generated with debit freeze
Once original documents are sighted by RM and receive signed application account gets activated
Compliance
L3 application will fall under Compliance queue
details / doc additional requested will be from customer
Once customer respond from customer portal,details will be verified
if all the exceptions are cleared, application will be moved to AOU queue
Services
Social
Media Campaign
Analytics
SEO
service
Web site services
BB On- boarding journey
Valify API
SME On-boarding docs
Name screening service
Risk Rating Services
SME On-boarding docs
Name screening service
Account Number Generation Service
Systems
Social Media Marketing system
Google Analytics
Valify
NFS
Fircosoft
Flex
EDMS
Camunda workflow
NFS
Fircosoft
Flex
EDMS
MBOL
Flex
MBOL
FLEX
Matrix
Number of leads getting generated
Number of eligible for customer online journey
No. of customer completes the journey
No. of customer drop off
How many customers needs assistance across the journey
NES
score
TAT for each unit
Number of application approved
Number of application
rejected
List of application based on L1,L2 & L3
Moataz Mustapha,
Lead Product Designer — Fintech & Banking
Work & Capability Index ↗
Customer Journey
Game-Changer
Game changers are people who introduce new
practices to their organisations. They want inspire
others to co-create and innovate together.
What are their key goals and needs?
Assisted
online journey
Localisation of language
Transparency
What do they struggle with most?
Multiple visits to branch
All manual document printing and signature
No single platform work flow for back office team
Discovery
Why do they even start the journey?
Eligibility
Why would they trust us?
Application-PreSubmission
How can they feel successful?
Application Screening Post Submission
Goes through compliance & Governance
Account Activation
How user can start using their account?
Archival of Original Documentation
Customer
What does the customer do? What information do they look for?What is their context?
Walking to branch
Relationship Manager
What does the customer want to achieve or avoid?
Tip: Reduce ambiguity, e.g. by using the first person narrator.
Identify customer from our existing portfolio of customers (buyer & supplier)
Cold calling different source
Exhibitions
Partnership
with fintech
to get
customers
Other bank Offer competitive rates compare to Mashreq
Needs to manually reach out to customer
Customers needs to visit to branch for account opening
Limited product proposition for type of bank accounts categories/segments (Disabled women account)
- Type of business
- Type of business structure (Sole prop,layered, limited partnership, legal structure)
Size of business
- Small- EGP 1milliom up to 50 million
- Medium: 50 -200
- BCA: Up to 1.5billion
- Corporate: Above 1.5 billion
Type of product and financial solution he is looking for?
Current accounts and Term deposits
Collection, PoS, Cash Pickup, DirectDebit Product
Lack of online reach and solution
Term deposit 1month upto 12 month
Sole prop
non-egyptian
Sole prop professionals who
can be without commercial
registration
Payment Solutions
Need to manually check the eligibility of customer and to identify suitable product for customer
Commercial
Registration
Any license required to operate certain specific type of business
Incase of foreign shareholder need to submit passport
Customer fills the application by themself without much assistance from RM
RM meet
the partners
and validate
their ID's
RM visit company premises of the applicant and validate the business functioning
RM manually validate all the documents and they sign and stamp for original seen
RM fills an excel sheet with comprise of customer details and company details
Account
application
need to be
reviewed
ID of all the owners having stake of 10% or more
Visa copy for foreign shareholders
RM scan documents and send it to Acquisition team via email
RM has to manually scan all the documents
Generates
Risk Level of
the customer
L1, L2 and L3
No common workflow
Board Resoultion
RM has to manually review all the documents
Need an application form and excel sheet
Tax Card
Official ghazet for the contract
ID of all authorized signatories
Multiple
visits to
customer
site
Monotonus
job of filling
all details
All documents shall be submitted in Arabic
Lots of paper work
RM can use EDMS to track the status of the application
RM replies on email for exception info/docs to the exception issued department
RM Dispatch all original documents to the AOU team on account number generation
Governance Team
Validate
application
documents
and upload to
EDMS system
Name screening happens - Sail (Tool)
It has maker and checker process
For personal hit we use national ID and for company we use commercial registration doc.
Need manual
validation
across all the
documents
Contact RM for getting the missing information or document
Compliance
What are the parameter we verify to safeguard the bank?
Tip: Verifying customer citizenship
In case of hit, send it to compliance team to review
Incase of L3 customer, compliance team needs to give an exception before application moves to EDMS
Receive KYC documents for all the L3 customers
Verify CDD (Customer DueDeligence) and bank requirement docs.
Bank KYC, Customer KYC, EBOR (Shareholder structure of the company) form needs to be signed by customer
Layered entity verification upto 10% of shareholdings
National ID & Passport needs to be collected of all shareholders.
Verify source of wealth for individuals (owner& employee of thecompany)
Checks the social media profile
need compliance
flow and validations
Normal case TAT 2 working days
Send approval on verification to RM for next step
Missing
documents
according to
Central Bank
Regulations
Authorized signatory missing in the company documents then needs to check doc with PoA
Authorized signatory Non residents needs to sign in front of the bank officer.
RM confirmation needs to be attached as original seen of required documents mandatory
All exception are
managed via
email between
compliance &
RM
Account Opening Unit (AOU) Maker
Validate application information based on the checklist
Will receive an application via EDMS
Documents categorized into 2 (legal & compliance)
Needs to validate
docs. according to
requirement of
Compliance &
Legal
Validate all the attached scanned documents as per the bank policy
Normal
Queue
managed
manually
Express Queue
managed manually
Manually type all the information from arabic to english in flex
Move the application to checker
Tax card is has been renewed
Scanning signature and adding to system
need checklist
Human
errors can
lead to
back forth
Risk classification is mismatch received in our queue
Increase the TAT of the application
EDMS is used to raise an exception
Physical doc MandatorIy needs to be in Arabic
Central bank code mapping with the company sector & location sometimes gets hard to map
Generates CIF for the customer in Flex
Incase of unclear scan document or missing information the application moves back to Governance team
TAT increase due to unclear documents
Company name & UBO translation from Arabic to English
Sole prop (30%), partnership (50%), Limited Liability (20%)
Translate manually leads to an human error
Lack/ missing information from RM about customer
For multi currency account, application is been moved between maker & checker multiple times to open each currency account
Revalidation of original documents with the scan copy is a time consuming task
Request letter
head of company
to ensure name to
translate from
Arabic to english
Delays due to original docs are awaited
Regulatory Updates from legal sometimes can be missed to be communicated to the department, which creates confusion
Use excel sheet for some of the word and template pre defined in the excel
Account Opening Unit (AOU) Checker
Re-validate the maker work and process the application
Receives a application from Maker
Revalidate all the information done checker on the system
For multi currency accounts the application move between maker & checker to individually open all different currency account
Original awaited docuements
TAT of clear info & doc can take from 30 min to 1 hr
Human error can leads to back n forth
EDMS to beused to raise an exception
If the application is correct, maker generates an CIF for the customer, which ultimately creates an account number
IBAN number generates simlutaneously?
Debit Freeze
Account gets activated
RM sometime request for Debit Freeze without receiving original documents
Archival of original documents
submitted by customer happens
Managed by third party
Digital Bank Call Center
Support and address customer queries across the application process
Create a lead for RM
Suggest customer to visit to the branch
Unable to reach RM
Use Flexcube to screen application number and identify relationship manager
Governance
Manage customer complaints
On monthly basis
validated customer
account information
and ensure to fill the
information which is
missing
Onboarding
UX Objectives
Automate Document Verification
Implement AI-driven systems to minimize manual input, reducing errors and speeding up validation.
Enhance Digital Assistance
Provide real-time, intelligent support throughout the process to guide customers and reduce abandonment.
Improve Accessibility
Introduce a multilingual interface to cater to diverse customer needs, ensuring inclusive and seamless engagement.
Service blue print
Physical Evidence
Discovery
Eligibility
Pre-Submission
Post Submission
Account Activated
Post Activation
Customer
Actions
Campaigns & social media
Marketing call from bank
Entry point as a website
Radio stations & bill payments
Clear product offeringcovering all services
RM assisted
Partnership with different government entities
3rd party service providers
Customer wants to know about business
product offerings
interested if Only additional services are available
Multi-Currency
Account
Opening
Money
Transfer
Assets
Fill the form in preferred
language Arabic
Upload
required
documents
Seek for Assistance
Live chat, RM assisted, English & Arabic language support
Regulatory Declaration
Enters Company
Details
Enters Personal Details
Enters Financial Details
Incase of exception customer receive an notification
Customer response with requested doc/info
Can view the progress of the application
Receives notification once account number is generated
Receives a welcome email from Mashreq for account activated
Receives temp. credentials for access internet banking
Can avail for new product or services
Touch Points
RM
assisted in branch
Branch kiosk for NEOBiz
Website
Mobile
RM assisted in branch
Branch kiosk for NEOBiz
Website
Mobile
RM
assisted in branch
Branch kiosk for Neo Biz
Website
Web based workflow
Website
Mobile
Web based workflow
Website
Mobile
Website
Mobile
Front of Stage Interactions
Customer visit branch with National ID, CR and Tax Card
Gets assistance from branch sales person
Customer go boarding journey by through on-with assistance from themself in branch Sales person
Customer visit NEOBiz website and explore the Business Product
Customer receives a marketing email and redirected to On-boarding journey
Go through the business products and understand the proposition
Detect the preferred language to use.
Customer Identify the suitable business product for their business need
Looks for Bank charges and terms & condition
Select the product and go to the sign up screen for on-boarding
Select the structure of the company
Line of Business
- Sole prop
- Limited Liability
- Partnership
- Legal liability (POA) Company
Enters required Signup details
- Name of the company
- Name of the applicant
- Mobile Number
- National ID number (incase of expat passport)
Receive OTP and verify number and mobile email address
Fills required details
required Upload documents handy with customer
Review all the entered details the application and submit
Checks all the terms & condition
Acknowledge declaration
On submission customer will get guidance what are the next step
Company Details
- Commercial Professional License Registration or
- CR extraction date & expiry date
- Tax Card
Company industry and sector
MoA for partnesrship - not valid for now
Address of the company
Company buyer & seller
Extract & Verify company name as per registration Arabic & English
Individual Details
National ID
Incase of expat as per passport
Owners name passport in as per English & Arabic
Country of birth
Financial Details
Company capital
Expected turnover within Mashreq
Regulatory Declaration
FATCA
PEP
Sanction
Logins to application using application number
Verify access using OTP send to mobile number
Enters requested info on customer portal
Uploads requested doc. on customer portal
Submit requested info/doc
Customer can track all their submitted response
Customer can use tracker to status of the track the application
Back of Stage Interactions
Enable the entry point for the journey
Enable the entry point for the journey
Validate the structure of the company
For sole prop customer can online journey continue
For partnership, LLC, Legal Structure, lead will be generated and RM will take up the case
Validate below details
- Name of the company
- Applicant Name
- Email address
- Mobile number
- National ID number
OCR Commercial Registration
OCR Tax
card
National ID needs will be OCR and validated using Valify
Mobile number verification using OTP
Commercial Registration needs to be in English & Arabic. We use same name of the company as per CR
customer Upload docs. to SME On-boarding-Docs
OCR passport for expact owner
If Commercial Registration is only in Arabic, then customer needs verify transliterated version or amend English version
Name screening on buyer and supplier
Risk Rating Calculator
Identify Risk Level L1, L2, L3
Relationship Manager
Pre-requisite (documents, products, T&CS)
Cold calling RMs
NEOBiz promotions
For non-sole prop RM will assist the customer for liability account
Incase if customer get's stuck can request for Assistance and schedule appointment to fill up the journey with RM
RM needs to visit customer site and verify all the originals and get the application signed
Needs to confirm AOU team before account opening
Account Opening Unit (AOU)
All L1 & L2 case will fall under AOU queue
Risk rating report & Ename screening report will be available to refer
All the information and docs will be reviewed and verified by AOU unit
Rejected due to forged mapped to National ID, so application needs to be customer can't re-apply again
Maker
documents will All the be verified by maker
All the docs. will be verified by maker
Incase of any discrepancy an exception will be raised
Customer will be notified for the requested info/doc
Once customer response, information will be verified and
All the information will be populated to be register in Flex (English & Arabic)
Application will be moved to Checker Queue
Checker
Application made by checker will be verified by checker
Incase of any discrepancy application will be moved back to maker queue
if all the information is correct then application will be registered in flex
Account number gets generated with debit freeze
Once original documents are sighted by RM and receive signed application account gets activated
Compliance
L3 application will fall under Compliance queue
details / doc additional requested will be from customer
Once customer respond from customer portal,details will be verified
if all the exceptions are cleared, application will be moved to AOU queue
Services
Social
Media Campaign
Analytics
SEO
service
Web site services
BB On- boarding journey
Valify API
SME On-boarding docs
Name screening service
Risk Rating Services
SME On-boarding docs
Name screening service
Account Number Generation Service
Systems
Social Media Marketing system
Google Analytics
Valify
NFS
Fircosoft
Flex
EDMS
Camunda workflow
NFS
Fircosoft
Flex
EDMS
MBOL
Flex
MBOL
FLEX
Matrix
Number of leads getting generated
Number of eligible for customer online journey
No. of customer completes the journey
No. of customer drop off
How many customers needs assistance across the journey
NES
score
TAT for each unit
Number of application approved
Number of application
rejected
List of application based on L1,L2 & L3