The operator in the client verification department received the set of documents for customer verification, including:
- Scanned or photographed government issued ID document
- Documents proving the residential address
- Additional information provided by the client
After a forensic examination*** of digital documents, the operator compared the customer's data across the documents. Based on the received information the operator then decided whether the customer was in fact the person he/she claimed to be.
With this approach, identity verification process of one customer took more than a week as the operators couldn't keep up with the workload due to the considerable number of new clients and applications waiting to be processed.
Another downside of manual identity verification is doubt: what if it is a fake? If the operator had a slightest suspicion, the customer application was blocked. As a result, more than half of applications were discarded. Customers had to provide additional documents for verification and get back to the end of the queue.