Top Service: Practical Steps in Customer Onboarding

CICM and corporate partner Top Service explore what effective customer onboarding looks like in practice. Drawing on real-world experience, the session focuses on capturing the right information at the outset, strengthening fraud prevention and detection, and avoiding the operational and compliance pitfalls that can delay onboarding or increase risk.

The discussion moves beyond theory to provide clear, actionable guidance, including which data points truly matter, how to structure proportionate checks, and how to design onboarding processes that protect the business without creating unnecessary barriers for customers. Real-life examples highlight common failure points and practical improvements teams can implement immediately.

This recording is particularly relevant for credit managers, compliance and operations professionals, and customer account teams involved in reviewing or building onboarding workflows. It offers valuable insight for anyone seeking to balance speed, customer experience and robust risk management.