First Bank Case Study

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Onfido enables hundreds of businesses to know their customers online." /> <meta property="og:url" content="https://onfido.com/customer/first-bank/" /> <meta property="og:site_name" content="Onfido" /> <meta property="article:published_time" content="2021-01-05T10:53:58+00:00" /> <meta property="article:modified_time" content="2022-12-29T00:19:28+00:00" /> <meta property="og:image" content="https://onfido.com/wp-content/uploads/2022/10/First-Bank-featured-image.png" /> <meta property="og:image:width" content="720" /> <meta property="og:image:height" content="460" /> <meta property="og:image:type" content="image/png" /> <meta name="author" content="Charlotte Bowyer" /> <meta name="twitter:card" content="summary_large_image" /> <script type="application/ld+json" class="yoast-schema-graph">{"@context":"https://schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https://onfido.com/customer/first-bank/#article","isPartOf":{"@id":"https://onfido.com/customer/first-bank/"},"author":{"name":"Charlotte Bowyer","@id":"https://onfido.com/#/schema/person/d780909e5366c690893087d5a0d9d5dd"},"headline":"First Bank integrates market-ready verification in 1 week","datePublished":"2021-01-05T10:53:58+00:00","dateModified":"2022-12-29T00:19:28+00:00","mainEntityOfPage":{"@id":"https://onfido.com/customer/first-bank/"},"wordCount":662,"publisher":{"@id":"https://onfido.com/#organization"},"image":{"@id":"https://onfido.com/customer/first-bank/#primaryimage"},"thumbnailUrl":"https://onfido.com/wp-content/uploads/2022/10/First-Bank-featured-image.png","articleSection":["Customer Story"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https://onfido.com/customer/first-bank/","url":"https://onfido.com/customer/first-bank/","name":"First Bank Case Study | Onfido","isPartOf":{"@id":"https://onfido.com/#website"},"primaryImageOfPage":{"@id":"https://onfido.com/customer/first-bank/#primaryimage"},"image":{"@id":"https://onfido.com/customer/first-bank/#primaryimage"},"thumbnailUrl":"https://onfido.com/wp-content/uploads/2022/10/First-Bank-featured-image.png","datePublished":"2021-01-05T10:53:58+00:00","dateModified":"2022-12-29T00:19:28+00:00","description":"Learn how First Bank saw 1-week for market-ready integration and 80% faster customer onboarding with Onfido.","breadcrumb":{"@id":"https://onfido.com/customer/first-bank/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https://onfido.com/customer/first-bank/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https://onfido.com/customer/first-bank/#primaryimage","url":"https://onfido.com/wp-content/uploads/2022/10/First-Bank-featured-image.png","contentUrl":"https://onfido.com/wp-content/uploads/2022/10/First-Bank-featured-image.png","width":720,"height":460,"caption":"First Bank logo"},{"@type":"BreadcrumbList","@id":"https://onfido.com/customer/first-bank/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://onfido.com/"},{"@type":"ListItem","position":2,"name":"Resources","item":"https://onfido.com/resources-2/"},{"@type":"ListItem","position":3,"name":"First Bank integrates market-ready verification in 1 week"}]},{"@type":"WebSite","@id":"https://onfido.com/#website","url":"https://onfido.com/","name":"Onfido","description":"Digital Identity Made Simple","publisher":{"@id":"https://onfido.com/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https://onfido.com/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https://onfido.com/#organization","name":"Onfido","url":"https://onfido.com/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https://onfido.com/#/schema/logo/image/","url":"https://onfido.com/wp-content/uploads/2024/10/Onfido-Website_OG-Image_1200x630.jpg","contentUrl":"https://onfido.com/wp-content/uploads/2024/10/Onfido-Website_OG-Image_1200x630.jpg","width":1200,"height":630,"caption":"Onfido"},"image":{"@id":"https://onfido.com/#/schema/logo/image/"}},{"@type":"Person","@id":"https://onfido.com/#/schema/person/d780909e5366c690893087d5a0d9d5dd","name":"Charlotte Bowyer","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https://onfido.com/#/schema/person/image/","url":"https://secure.gravatar.com/avatar/de6b85a6a9f3f6bcabf20aa0b394340f?s=96&d=mm&r=g","contentUrl":"https://secure.gravatar.com/avatar/de6b85a6a9f3f6bcabf20aa0b394340f?s=96&d=mm&r=g","caption":"Charlotte Bowyer"}}]}</script>  <style id='classic-theme-styles-inline-css' type='text/css'> /*! 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</a> </div> </div> </div> <div class="container"> <div class="row justify-content-center article-wrapper"> <div class="col-lg-10 col-xl-8"> <div class="article-container pb-5 mb-5"> <div class="first-section"> <div class="heading-container"> <h1 class="h3 article-title">First Bank integrates market-ready verification in 1 week</h1> </div> </div> <div class="article-body"> <div class="fl-builder-content fl-builder-content-1283 fl-builder-content-primary fl-builder-global-templates-locked" data-post-id="1283"><div class="fl-row fl-row-full-width fl-row-bg-none fl-node-ni4wx0j3kpyu fl-row-default-height fl-row-align-center" data-node="ni4wx0j3kpyu"> <div class="fl-row-content-wrap"> <div class="fl-row-content fl-row-full-width fl-node-content"> <div class="fl-col-group fl-node-iupnfbj034zr" data-node="iupnfbj034zr"> <div class="fl-col fl-node-yo5tn4muxv3f fl-col-bg-color" data-node="yo5tn4muxv3f"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-onfido-article-stats fl-node-l0zfkqb8gohe" data-node="l0zfkqb8gohe"> <div class="fl-module-content fl-node-content"> <div class="article-section fs-body1"> <div class="stats-container"> <div class="row"> <div class="col-md-6 mb-4 mb-md-4"> <div class="stats-header mb-2"> 1 week </div> <h2 class="h5 mb-1 mb-md-2"> for a market-ready integration </h2> <div class="fs-body1 pe-3"> with Onfido’s comprehensive developer experience </div> </div> <div class="col-md-6 mb-md-4"> <div class="stats-header mb-2"> 80% </div> <h2 class="h5 mb-1 mb-md-2"> faster to onboard new customers </h2> <div class="fs-body1 pe-3"> with an automated AI-driven approach to identity verification </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="fl-col-group fl-node-fm2syrtc3bnw" data-node="fm2syrtc3bnw"> <div class="fl-col fl-node-pe92asqoz4j7 fl-col-bg-color" data-node="pe92asqoz4j7"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-onfido-article-text fl-node-tvhj62frqasm" data-node="tvhj62frqasm"> <div class="fl-module-content fl-node-content"> <div class="article-section fs-body1 article-font-sizes"> <div class="fl-onfido-text"> <h2>The challenge</h2> <p><span style="font-weight: 400;">Headquartered in Romania, FirstBank is building a bank that is simple and fair for its customers. They set themselves apart from local competition by moving away from traditional brick-and-mortar interactions to an online, always-on experience for customers. But as the first licensed bank of their kind in Romania, FirstBank had to juggle two problems: banking regulation and customer experience.</span></p> <p><span style="font-weight: 400;">As a regulated entity, FirstBank must ensure that they perform KYC and AML checks on customers — failure to do so would expose FirstBank to fraud and regulatory penalties. This problem is made worse by the fact that in the digital world, risk management has certain nuances that are not often encountered in offline interactions.</span></p> <p><span style="font-weight: 400;">To verify customers online, FirstBank was organizing video calls using live agents. Although cheaper than maintaining a branch, customers would need to wait up to two days to be manually verified. This approach also left room for human error in the verification process.</span></p> <p><span style="font-weight: 400;">For FirstBank to truly transition from in-branch to digital, they had to find a better solution to verifying and trusting the identities of their customers in a way that gave the business confidence, and created a seamless experience for customers. That’s where Onfido came in.</span></p> <h2>The solution</h2> <p><span style="font-weight: 400;">FirstBank partnered with Onfido to power their digital customer onboarding, using our Document and Video identity verification.</span></p> <p><span style="font-weight: 400;">After assessing alternative vendors, FirstBank selected Onfido as their preferred partner for our easy-to-implement developer experience, and our sophisticated <a href="https://onfido.com/solutions/fraud-detection/">fraud detection</a>. FirstBank observed that while other vendors assessed fraud by comparing data such as MRZ with what’s on the ID, Onfido’s hybrid approach of AI and human experts looks at the document at a pixel level, highlighting the most subtle inaccuracies.</span></p> </div> </div> </div> </div> </div> </div> </div> <div class="fl-col-group fl-node-l47dwnsyox0e" data-node="l47dwnsyox0e"> <div class="fl-col fl-node-ob241i3szly7 fl-col-bg-color" data-node="ob241i3szly7"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-onfido-article-quote fl-node-8jovkfi24cuy" data-node="8jovkfi24cuy"> <div class="fl-module-content fl-node-content"> <div class="article-section fs-body1"> <div class="article-quotation"> <div class="h4"> “<span class="fl-onfido-quote">For us, the question is ‘how we can make customers who are accustomed to brick and mortar more in tune with digital channels?’ Having a digital end-to-end process for opening an account, getting a loan, or applying for a credit card starts with knowing and trusting that customer online.</span>” </div> <p class="fs-body1 mt-3 mb-0">Radu Stoicescu, Digital & Innovation Advisor, FirstBank</p> </div> </div> </div> </div> </div> </div> </div> <div class="fl-col-group fl-node-9j64e2nwpzi3" data-node="9j64e2nwpzi3"> <div class="fl-col fl-node-e8zw7nivpj9c fl-col-bg-color" data-node="e8zw7nivpj9c"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-onfido-article-text fl-node-apoxv9cy246b" data-node="apoxv9cy246b"> <div class="fl-module-content fl-node-content"> <div class="article-section fs-body1 article-font-sizes"> <div class="fl-onfido-text"> <h2>The results</h2> <p><span style="font-weight: 400;">As they transitioned from brick-and-mortar interactions to digital customer experiences, FirstBank had two goals in mind: process optimization and digital adoption.</span></p> <p><span style="font-weight: 400;">Integrating with Onfido now means that FirstBank can confidently verify the real identity of their customers, ascertaining document ownership and liveness without the need for a manual video call with an agent. This means that FirstBank can effectively scale customer onboarding without the need to hire and train new operators.</span></p> <p><span style="font-weight: 400;">For both FirstBank’s team and their customers, the onboarding process is smoother. Previously, FirstBank customers would have to wait up to 40 minutes to be verified by an agent in-branch, or up to 2 days digitally. </span><b>Now, the whole process takes up to 8 minutes with Onfido; an 80% reduction in time to onboard.</b><span style="font-weight: 400;"> Customers feel more in control of the process, going through at their own convenience, compared with having to book in a video call and answer live questions with an agent.</span></p> <p><span style="font-weight: 400;">Going to market with Onfido took no time at all. “Onfido’s documentation enabled the fastest integration we’ve seen with a vendor”, said Gabriel Bătăiosu, Senior Product Manager at First Bank. </span><b>“Integrating Video verification took 2 days, and for the mobile experience it took just a week to integrate end-to-end”.</b></p> <p><span style="font-weight: 400;">What’s next for FirstBank? Their focus is to compete with the best digital experiences on the market. The team will continue to transition their customer operations from brick and mortar to digital, focussing heavily on adoption.</span></p> <h2>About First Bank</h2> <p><span style="font-weight: 400;">Digital with a human touch. First Bank’s mission is to serve as a trusted partner to its clients by responsibly providing financial products and services that make banking safe, simple, and convenient.</span></p> </div> </div> </div> </div> </div> </div> </div> <div class="fl-col-group fl-node-l5qezjbrxu6t" data-node="l5qezjbrxu6t"> <div class="fl-col fl-node-r2zdqgpxu1je fl-col-bg-color" data-node="r2zdqgpxu1je"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-onfido-article-cta fl-node-m5pcnb39w0ag" data-node="m5pcnb39w0ag"> <div class="fl-module-content fl-node-content"> <div class="article-section feature-block"> <div class="h5 figtree-bold"> <span class="fl-onfido-heading">Get in touch</span> </div> <a class="cta-button" href="https://onfido.com/signup/" target="_self" > Talk to an Onfido expert </a> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="row justify-content-center article-wrapper mb-4"> <div class="container"> 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