Case studies/Banking and financial services
A mid-sized credit union where half of new-member packets showed up short on an address proof or a beneficial-ownership certification. Relationship officers spent the first call chasing documents. We built the CIP completeness layer: LlamaParse on the forms, AWS Textract as the fallback, a missing-items letter routed back to the member before the first meeting.
| Member # | Applicant | Account | CIP | OFAC | Status |
|---|---|---|---|---|---|
| 04827331 | Marisol Carrasco | Personal | 5/5 | clear | cleared |
| 04827332 | Cedar Ridge Bakery LLC | Business | 7/7 | clear | cleared |
| 04827333 | Daniel Whitcombe | Personal | 4/5 | clear | address re-verify |
| 04827334 | Priya Ramaswamy | Personal | 5/5 | clear | cleared |
| 04827335 | Northshore Welding Co. | Business | 6/7 | clear | BO certification |
| 04827336 | Jonas Aleksanyan | Personal | 5/5 | name match | BSA review |
| 04827337 | Hannah Beauregard | Personal | 5/5 | clear | cleared |
| 04827338 | Two Rivers Roasters LLC | Business | 7/7 | clear | cleared |
| 04827339 | Esteban Villalobos | Personal | 5/5 | clear | cleared |
At a glance
One member services team, one core banking system, one CIP required-item list. The completeness check was the piece that moved the first-call quality.
The engagement
The stack
ISO 27001 · ISO 9001 · GLBA scope · DPA and NDA signed at kickoff.
Before, the onboarding desk
Relationship officers opened every new-member packet. They scanned for the 14 CIP items, called the member for anything short, and then ran the actual onboarding conversation on the second call. The pattern held, but the first call was almost always about documents.
Beneficial ownership was the common miss for business memberships. Utility bill for proof of address was the common miss for individuals. Officers opened each packet, found the gap, and picked up the phone. A first-touch call about documents, not about banking.
Pre-build baseline: approximately 48% of packets missing at least one CIP required item at intake.
Different account types required different items. Officers who onboarded every day kept the list in their head. Newer staff worked off a laminated sheet. The sheet and the head-knowledge did not always match, and that was what compliance found in sampled audits.
Pre-build baseline: missing-item agreement varied by officer, measurable in the compliance audit sample.
The first call chased the missing items. The second call did the actual welcome and account setup. The second call could not be scheduled until the member sent the missing item, which pushed onboarding out by three to five business days.
Pre-build baseline: 3 to 5 business days from intake to welcome call, on short packets.
What we built
The pipeline follows the same five stages we run on every CIP engagement. The required-item rules and the missing-items letter are tuned against this credit union's product map.
Online application webhook, branch scanner drop to SFTP, mobile upload endpoint. Every packet assigned a single member application ID before classification.
Each document tagged to the required-item slot it fills. Packets for business memberships route the beneficial-ownership form separately. Classification confidence below 0.90 holds the document for a clerk tag.
Member name, address, ID number, expiration, business ownership percentages. LlamaParse on typed application forms, AWS Textract as fallback on scanned or photographed uploads.
Packet checked against the 14-item CIP list for the membership type. Missing items named. Expired IDs flagged. Address match across application and proof confirmed. Below 0.90 confidence, the packet holds for member services review.
Complete packets posted to Jack Henry Symitar member onboarding, routed to the officer for the welcome call. Short packets trigger a missing-items letter to the member and hold the application until the response arrives.
After, the numbers the desk signs off
Same officers, same branches, same product map. The pipeline ran CIP completeness and triggered the missing-items letter before the officer opened the file. First-touch calls became onboarding calls.
Member services still own the welcome. They still sign off every new member and every CIP record. The difference is that the officer opens a complete packet and runs the onboarding conversation on the first call.
From the desk
The first call used to be a document chase. Now my officers open a complete packet and talk to the member about banking.
Compliance managerCredit union, Pacific Northwest
Handover
The engagement ends at a clean handover. The compliance and member services team runs the pipeline; Hexaa stays on call for a fixed retention period, then steps back.
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→Free 30-minute call
You'll leave with a clear next step.
A new-member packet arrives with an application, an ID, and a bank statement. The pipeline checks the 14 required items, names the missing utility bill, and triggers a letter before the officer opens the file. The welcome call becomes a welcome, not a chase.
