Payments onboarding platform

The challenge

Every new account was reviewed by hand. Volume had tripled in a year and the compliance team had become the constraint on growth, with applicants abandoning during the wait.

What discovery found

• Roughly seven in ten applications needed no human judgement at all
• Reviewers spent most of their time re-keying data from uploaded documents
• Rejections were rarely explained, generating repeat submissions
• No metrics existed on where applicants dropped out

The approach

We automated the straightforward path and kept humans on the genuinely ambiguous cases. Document extraction pre-fills the review screen; confidence thresholds decide what routes to a person. The reviewer interface was rebuilt around the decision rather than the data entry.

What we built

• Guided application with inline validation
• Automated document extraction with confidence scoring
• Risk-based routing to manual review
• Reviewer workspace with full applicant context
• Structured rejection reasons fed back to applicants
• Immutable audit log and compliance reporting

Security

Isolated environments, encryption at rest and in transit, role-based access, immutable audit logging, and a secure code review before launch.

What went wrong

The identity provider's sandbox behaved differently from production on edge cases. We built a contract test suite against both and caught three mismatches before they reached customers.

The result

3 days → 10 min

Median onboarding time

71%

Applications fully automated

38%

Fewer abandoned applications