Retail Customer¶
A retail customer is a natural person who opens one or more personal banking products (current account, savings, mortgage, personal loan). The journey spans the full relationship lifecycle: from the moment the bank first encounters the prospect, through onboarding and product enrollment, ongoing monitoring, and eventual closure.
High-Level Lifecycle¶
flowchart TD
PROSPECT[1. Prospect] --> INTAKE[2. Customer Intake]
INTAKE --> ONBOARDING[3. Customer Onboarding]
ONBOARDING --> APPROVAL[4. Approval]
APPROVAL --> ACTIVATION[5. Customer Activation]
ACTIVATION --> ENROLLMENT[6. Product Enrollment]
ENROLLMENT --> RELATIONSHIP[7. Active Relationship]
RELATIONSHIP --> PERIODIC[8. Periodic Review]
RELATIONSHIP --> EVENT_REVIEW[9. Event-Driven Review]
PERIODIC --> RELATIONSHIP
EVENT_REVIEW --> RELATIONSHIP
EVENT_REVIEW -.-> CASES[Investigation Layer]
CASES -.-> SAR[Regulatory Reporting]
CASES -.-> RESTRICT[Restriction]
SAR -.-> OFFBOARD[Offboarding]
RESTRICT -.-> OFFBOARD
RELATIONSHIP -.-> OFFBOARD
OFFBOARD --> ARCHIVE[Archive]Phase Details¶
1. Prospect¶
The bank first encounters a potential customer. This phase determines whether the person is eligible to proceed.
| Activity | Description |
|---|---|
| Prospect Qualification | Residency check, age check, product eligibility, business acceptance workflow |
| Early Screening | Sanctions list, PEP, adverse media, internal watchlist |
| Screening Decision | No hit → proceed to Intake. Hit → alert → case → review |
flowchart LR
Q[Qualification] --> S[Early Screening]
S --> |Clean| INTAKE[Proceed to Intake]
S --> |Hit| A[Alert] --> C[Case] --> R[Review]
R --> |Cleared| INTAKE
R --> |Escalate| REJ[Reject]2. Customer Intake¶
Basic identity and demographic data is collected, along with supporting documents.
| Activity | Details |
|---|---|
| Data Collection | Identity, address, employment, income, tax residency |
| Document Collection | ID documents, proof of address, income verification |
| Completeness Check | Missing documents → alert → case → remediation loop |
3. Customer Onboarding¶
Six activities run in parallel once the intake package is complete:
flowchart LR
subgraph Parallel [Parallel Execution]
IV[Identity Verification]
NS[Name Screening]
PS[PEP Screening]
AM[Adverse Media Screening]
RA[Customer Risk Assessment]
FS[Fraud Screening]
end
Parallel --> HUB[Screening & Risk Decision Hub]4. Screening & Risk Decision Hub¶
Each screening stream produces a determination:
| Stream | Outcome Paths |
|---|---|
| Name Screening | No hit → continue. Potential hit → alert → case → analyst review. Confirmed sanctions → compliance review → reject → end. |
| PEP Screening | No PEP → continue. PEP match → alert → EDD case → enhanced due diligence. |
| Adverse Media | No findings → continue. Moderate → alert → review case. Severe → EDD case → compliance review → reject candidate. |
| Risk Assessment | Low → continue. Medium → analyst review. High → EDD. Very High → compliance approval. |
5. Approval¶
| Outcome | Description |
|---|---|
| Approve | Customer proceeds to activation |
| Approve with Conditions | Activated with restrictions or enhanced monitoring |
| Reject | Journey ends; reason recorded |
6. Customer Activation¶
The customer record becomes live:
| Activity |
|---|
| Customer profile created |
| Customer status set to active |
| Ongoing monitoring enabled |
| Risk profile stored (from onboarding assessment) |
| Review schedule created (based on risk tier) |
7. Product Enrollment¶
The customer can enroll in one or more products. Each product has its own sub-journey:
| Product | Key Steps |
|---|---|
| Current Account | Account opened, transaction monitoring, transaction screening |
| Savings Account | Account opened, deposit monitoring |
| Mortgage | Income verification, source of funds, property verification, mortgage risk assessment |
| Personal / Car Loan | Income verification, affordability assessment, loan risk assessment |
8. Active Relationship¶
Continuous controls run while the relationship is active:
| Control | What It Covers |
|---|---|
| Nightly Screening | Customer, joint account holders, authorized representatives |
| List Update Screening | OFAC, EU, UN, internal lists |
| Transaction Monitoring | Cash activity, high-risk geography, structuring, velocity, behavioral anomalies |
| Transaction Screening | Payments against sanctions/watchlists |
| Adverse Media Monitoring | Ongoing news/media checks |
| Risk Reassessment | Periodic recalculation of customer risk score |
| Product Risk Monitoring | Product-specific risk indicators |
9. Periodic Review¶
Time-based reviews driven by the customer's risk tier:
| Risk Tier | Review Cadence |
|---|---|
| Low Risk | Every 5 years |
| Medium Risk | Every 3 years |
| High Risk | Every 1 year |
Each review covers: KYC refresh, identity refresh, screening refresh, risk recalculation, and creates a review case.
10. Event-Driven Review¶
Certain lifecycle events trigger an immediate review:
| Trigger | Creates |
|---|---|
| Address change | Review process |
| Occupation change | Review process |
| Income change | Review process |
| PEP status change | Investigation case |
| Adverse media hit | Investigation case |
| Sanctions list update | Review process |
| Transaction alert | Investigation case |
| Product change | Risk review case |
| Regulatory request | Compliance review |
11. Investigation Layer¶
Reviews and alerts may escalate into formal cases:
| Case Type | Description |
|---|---|
| Screening Investigation | Name/sanctions/PEP hits requiring analyst review |
| KYC Investigation | Incomplete or suspicious identity documentation |
| AML Investigation | Suspicious transaction patterns |
| Risk Investigation | Unusual risk profile changes |
| EDD Case | Enhanced due diligence for high-risk customers |
| Workflow Exception | Deviation from standard workflow requiring approval |
Each case can resolve to: false positive, no concern, enhanced monitoring, restriction, SAR candidate, or exit recommendation.
12. Regulatory Reporting¶
When an investigation determines a suspicious activity report is warranted:
SAR Case → SAR Approval → SAR Submission → Regulator Response
13. Restriction¶
Intermediate enforcement actions that may be applied without full offboarding:
| Restriction Type |
|---|
| Account restriction |
| Payment restriction |
| Enhanced monitoring |
| Temporary freeze |
| Product restriction |
14. Offboarding¶
The relationship is terminated. Triggers include:
- Customer request
- Confirmed sanctions hit
- Criminal activity determination
- Regulatory requirement
- Unacceptable residual risk
Exit Assessment → Compliance Review → Approval → Customer Offboarded
15. Archive¶
Post-termination obligations:
| Obligation |
|---|
| Record retention (per jurisdiction) |
| Evidence preservation |
| Audit support |
| Regulatory retrieval |
Cross-Cutting Objects¶
These objects may be created at any point in the journey:
Process Instances — orchestrated, multi-step workflows with a defined lifecycle:
| Process | Phase Range |
|---|---|
| Customer Onboarding | Intake → Approval → Activation |
| Periodic Review | Triggered → Review → Complete |
| Event Review | Trigger → Investigation → Resolution |
| Mortgage Review | Application → Assessment → Decision |
| Loan Review | Application → Assessment → Decision |
| Offboarding | Trigger → Compliance → Exit |
Alerts — signals that require attention. Fire-and-forget; do not track resolution state:
| Alert |
|---|
| Sanctions Alert |
| PEP Alert |
| Adverse Media Alert |
| High Risk Customer Alert |
| Transaction Monitoring Alert |
| Missing Document Alert |
Cases — stateful investigation workflows that track resolution:
| Case |
|---|
| KYC Case |
| Screening Case |
| EDD Case |
| AML Investigation Case |
| Mortgage Review Case |
| Risk Review Case |
| SAR Case |
Events — every state transition, decision, alert, and case action produces an immutable event that forms the complete audit trail.
What This Journey Requires¶
Mapping this journey to platform capabilities reveals the following component needs:
| Capability | Required? | Description |
|---|---|---|
| Entity state | ✓ | Customer profile with identity, risk, document, and product data |
| Workflow evaluation | ✓ | Every transition must be governed by a workflow |
| Processes | ✓ | Onboarding, periodic review, event review, product apps, offboarding |
| Parallel dispatch | ✓ | Onboarding runs screening streams in parallel |
| Decision hubs | ✓ | Screening results converge; risk assessment aggregates multiple inputs |
| Cases | ✓ | Stateful investigations with analyst workflow |
| Alerts | ✓ | Signals that fire without blocking the main process |
| Continuous controls | Pending | Nightly screening, transaction monitoring — background/scheduled |
| Event-driven triggers | Pending | Address change → review; list update → re-screen |
| Periodic scheduling | Pending | Risk-tiered review cadence (1/3/5 years) |
| Product enrollment | Pending | Sub-processes per product with own risk assessments |
| Regulatory integration | Pending | SAR submission, regulator correspondence |
| Restriction actions | Pending | Partial account/product restrictions without full offboarding |
| Audit trail | ✓ | Every action produces a signed, immutable event |
State Diagram¶
The customer entity moves through states as the journey progresses:
stateDiagram-v2
[*] --> Prospect
Prospect --> Intake : Qualification passed
Prospect --> [*] : Rejected (sanctions/risk)
Intake --> Onboarding : Documents complete
Intake --> Intake : Remediation loop
Onboarding --> PendingApproval : Screenings complete
PendingApproval --> Active : Approved
PendingApproval --> Active : Approved with conditions
PendingApproval --> [*] : Rejected
Active --> UnderReview : Periodic / Event review
UnderReview --> Active : Review complete
Active --> Restricted : Enforcement action
Restricted --> Active : Restriction lifted
Active --> Offboarding
Restricted --> Offboarding
Offboarding --> Archived
Archived --> [*]Decision Points Summary¶
| Decision Point | Inputs | Possible Paths |
|---|---|---|
| Prospect Qualification | Residency, age, product eligibility | Accept → Intake / Reject |
| Early Screening | Sanctions, PEP, adverse media, watchlist | Clean → Intake / Hit → Case |
| Document Completeness | Required document checklist | Complete → Onboarding / Incomplete → Remediation |
| Name Screening | Sanctions lists | No hit → Continue / Hit → Case / Confirmed → Reject |
| PEP Screening | PEP databases | No PEP → Continue / PEP → EDD |
| Adverse Media | News/media feeds | None → Continue / Moderate → Review / Severe → EDD+Reject |
| Risk Assessment | Jurisdiction, industry, ownership, product | Low/Medium/High/Very High → corresponding treatment |
| Approval | All screening results + risk | Approve / Conditional / Reject |
| Periodic Review | Time since last review + risk tier | Clean → Reschedule / Issues → Investigation |
| Event Trigger | Lifecycle change event | Review needed / No action |
| Investigation | Case evidence | False positive / No concern / Enhanced monitoring / Restriction / SAR / Exit |
| Offboarding | Trigger type | Standard exit / Immediate (sanctions/criminal) |