Outsourcing a Bank Remediation Program
OUR CLIENT
La Banque Postale
La Banque Postale, a subsidiary of the La Poste Group, operates in the retail banking, insurance, financial banking and asset management markets. As a local bank and the leading bank lender to local authorities, it has a presence throughout France, with more than 17,000 points of contact, and also offers a digital service.
THE CLIENT’S NEED
Industrial KYC remediation for 20 million retail customers
La Banque Postale is a regulated banking entity, subject to the strengthening of KYC measures. As such, La Banque Postale has launched a major KYC program to ensure that La Banque Postale and its subsidiaries comply with the various ‘Know Your Customer’ regulations, and to obtain a comprehensive and cross-functional view of its 20 million retail customers.
La Banque Postale turned to Webhelp KYC Services, the Webhelp Group’s regulatory and KYC practice to set up and operate this industrial remediation plan, based on a hybrid approach combining a technological platform and teams of KYC experts.
Webhelp KYC Services contacts customers, then collects and checks the data on identity, address, activity, taxation as well as documents supporting the declared data.
HELPING THE CLIENT
Technological and human know-how to cover all stages of remediation
To meet La Banque Postale’s challenges, Webhelp KYC Services set up a tailor-made workflow based on its end-to-end KYC offer:
- A ‘self-care’ collection process operated via digital and postal channels
- A multi-channel contact and follow-up plan (email, SMS, VMS, letters, calls)
- Automatic and manual document checks in accordance with the bank’s rules
- A Middle Office web interface for La Banque Postale employees (level 2)
- A telephone hotline for La Banque Postale customers
- The return of the collected data and supporting documents to La Banque Postale
- A robust reporting tool presenting the campaign indicators
RESULT
Success!
160K
clients solicited per month
- Brought into production within 4 months and fully remotely during the lockdown period. A huge, unprecedented mobilisation of Webhelp and La Banque Postale staff to launch operations in record time.
- Launch of remediation operations in May 2020.
- Some impressive figures of the campaign:
- Up to 400k documents processed per month
- 300kcontacts made per month (emails, SMS, VMS and letters)
- Up to 130k calls made per month (inbound + outbound)
- Up to 250 KYC experts at 3 operation centres
- Continuous flexibility to adjust communication plans based on obtained results, update processing rules and support the rapid scale-up in operations.
- Local support to offer optimisations and constantly improve campaign results.
RESULT
Success!
1,2M
clients solicited per month
- Brought into production within 4 months and fully remotely during the lockdown period. A huge, unprecedented mobilisation of Webhelp and La Banque Postale staff to launch operations in record time.
- Launch of remediation operations in May 2020.
- Some impressive figures from the first 8 months of the campaign:
- Up to 400k documents processed per month
- 300k contacts made per month (emails, SMS, VMS and letters)
- Up to 130k calls made per month (inbound + outbound)
- Up to 250 KYC experts at 3 operation centres
- Continuous flexibility to adjust communication plans based on obtained results, update processing rules and support the rapid scale-up in operations.
- Local support to offer optimisations and constantly improve campaign results.
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