• Version 1.0

• Prepared by: @Lorraine Sebata

• Approved by: @Feli Capron

• Reviewed date: 2025-07-25

• Next review date: 2026-07-24

1. Purpose

This SOP details the step-by-step process for onboarding new customers. Its purpose is to ensure a consistent, efficient, and welcoming experience for new clients, facilitate accurate data collection, ensure compliance with regulatory requirements, and set the foundation for a successful client relationship.

2. Scope

This SOP applies to all Customer Excellence Officers, Chief People Officer, and Finance Officers involved in the initial engagement and onboarding of new customers for all products and services offered by the company.

3. Related Policies

• Anti-Money Laundering (AML) Policy

• Customer Data Privacy Policy

• Know Your Customer (KYC) Policy

• Credit and Loan Approval Policy

4. Roles and Responsibilities

• Prospective Client: Engages with the company and provides necessary information and documentation for onboarding.

• Customer Excellence Officer/Finance Officer: Primary point of contact for the prospective client; responsible for initial engagement, product explanation, information collection, identity verification, and guiding the client through the onboarding process.

• Operations Manager: Oversees the onboarding process, provides support to Client Relationship Officers, and reviews/approves client accounts as per delegated authority.

• Compliance Officer (if applicable): Reviews high-risk client profiles or complex cases to ensure adherence to AML/KYC regulations.

5. Procedure: Customer Onboarding

5.1 Initial Client Engagement and Product Introduction (Customer Excellence Officer/ Finance Officer)

• 5.1.1 Greet the prospective client warmly and ascertain their needs and interests in credits products/services.

• 5.1.2 Provide clear and comprehensive information about relevant products/services, including features, benefits, terms, fees, and any associated risks, as per Credit and Loan Approval Policy.

• 5.1.3 Answer all client questions professionally and provide any necessary brochures or informational materials.

5.2 Information Collection and Identity Verification (Customer Excellence Officer)

• 5.2.1 Provide the client with the "New Client Onboarding Form" (Appendix A) and explain the required supporting documentation (e.g., ID, proof of address, business registration if applicable).

• 5.2.2 Receive the completed "New Client Onboarding Form" and all supporting documents.

• 5.2.3 Conduct thorough identity verification and Know Your Customer (KYC) checks using primary identification documents (e.g., National ID, Passport) and other supporting documents, strictly adhering to AML/KYC Policy.

• 5.2.4 Verify proof of address (e.g., utility bill, bank statement) and cross-reference information provided.

• 5.2.5 Scan/photocopy all original documents and attach them to the client's digital and/or physical file.

5.3 Client Data Entry and System Setup (Customer Excellence Officer/ Finance Officer)

• 5.3.1 Create a new client profile in the Customer Relationship Management (CRM) system or relevant client database.

• 5.3.2 Input all collected client data accurately and completely into the system, ensuring all mandatory fields are populated.

• 5.3.3 Assign a unique client ID to the new customer.

• 5.3.4 Set up the client's chosen products/services within the relevant operational systems (e.g., savings account, loan account linkage, mobile banking setup).

5.4 Account Review and Approval (Operations Manager/Compliance Officer)

• 5.4.1 The Operations Manager reviews the completed "New Client Onboarding Form," supporting documents, and system entries for accuracy and compliance.

• 5.4.2 For standard client profiles, the Operations Manager provides final approval for account activation.

• 5.4.3 For high-risk clients or complex cases identified during KYC, the client profile and documentation are escalated to the Compliance Officer for review and final approval as per AML/KYC Policy.

• 5.4.4 All approval decisions are documented in the CRM system, including reasons for any rejections.

5.5 Welcome and Initial Service Activation (Customer Excellence Officer/ Finance Officer)

• 5.5.1 Inform the client of the successful completion of their onboarding and account activation.

• 5.5.2 Provide the client with a "Welcome Pack" (Appendix B), which may include:

  • A welcome letter.

  • Summary of activated products/services.

  • Key contact information for customer support.

  • Information on how to access and use their services (e.g., mobile app instructions, online portal login).

• 5.5.3 Guide the client through their first interaction with the service (e.g., first deposit for a savings account, initial login to mobile banking).

• 5.5.4 Address any immediate questions or concerns the client may have regarding their new account/service.

5.6 Verification of the CEO and Customer Experience

• 5.6.1 Confirmation of survey completion is made by the CEO.

• 5.6.2 Describe the advantages and rewards of the Refer-A-Friend (RAF) program.

5.7 Post-Onboarding Follow-up (Customer Excellence Officer/ Finance Officer)

• 5.7.1 Conduct a follow-up call or message with the new client within [e.g., 3-5 business days] of onboarding to ensure they are comfortable with their new services and to address any further questions.

• 5.7.2 Offer additional support or training on product usage if required.

• 5.7.3 Document follow-up interactions in the CRM system.

6. Documentation and Forms

• New Client Onboarding Form (See LMS)

• Client Identification Documents (e.g., National ID, Passport)

• Proof of Address Documents (e.g., Utility Bill)

• Business Registration Documents (if applicable)

• Welcome Pack (Appendix B)

• Customer Relationship Management (CRM) System records

• Relevant operational system records (e.g., core banking system)

7. Training

All Customer Excellence Officers, Finance Officers, and Operations Managers will receive mandatory training on this SOP, AML/KYC policies, and client data privacy annually or upon significant revisions.

8. Review and Revision

This SOP will be reviewed annually by the Operations and Compliance Departments to ensure its continued effectiveness, compliance with evolving regulations, and alignment with business objectives.

9. Related resources

Customer Reception Flow

RAF Tab (Refer a Friend)