42. Where credit and financial institutions use attended remote customer onboarding solutions in …

Where credit and financial institutions use attended remote customer onboarding solutions in which the customer interacts with an employee to perform the verification process, they should:

• a) ensure that the quality of the image and audio is sufficient to allow the proper verification of the customer’s identity and that reliable technological systems are used;
• b) foresee the participation of an employee that has sufficient knowledge of the applicable AML/CFT regulation and security aspects of remote verification and who is sufficiently trained to anticipate and prevent the intentional or deliberate use of deception techniques related to remote verification, and to detect and react in case of their occurrence;
• c) develop an interview guide defining the subsequent steps of the remote verification process as well as the actions required from the employee. The interview guide should include guidance on observing and identifying psychological factors or other features that might characterise suspicious behaviour during remote verification.

1. Overview

1.1 References

1.2 Identified Requirements

1.3 Related Standards

2. Identified Requirements

3. Related Standards

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