DBS Taiwan: Mariokart – Credit Card Onboarding Qorus-Infosys Finacle Banking Innovation Awards 2024

The Mariokart project aims to streamline and optimise the customer’s credit card onboarding journey, improve work efficiency, and shorten overall turnaround time (TAT) time to handle increased demand while maintaining positive customer and employee experiences. By examining existing journey and through user interviews, DBS Taiwan discovered opportunities in the screening process, which takes up bulk of the time during the card onboarding process.

The goal was to automate manual tasks in the screening process. Before Mariokart, the process began by comparing application details submitted by customers with existing data in the banking system, national documentation, and supporting documents. The team also checked if income proof provided by customers met internal policy, and calculated the income level to determine if income requirements were met. If customer information did not match or was insufficient, the case will be returned to the sales team or customers. For cases with verified information and income, the team proceeded to obtain judicial and credit records from government databases. They conducted customer due diligence by reviewing these records before making the decision to grant approval and set the credit limit.

In Mariokart project, DBS Taiwan targeted to automate the following processes: 1. Technical verification process: Automatically compare customer application details with national ID and system data, to verify the validity of the provided income proof 2. Calculation of income level: Calculate customer income based on internal policy, check that income requirements are met before deciding to proceed with the case 3. Judicial/credit record fetching: Connect to the government database and directly fetch reports for further due diligence actions

Mariokart adopts different digital techniques to several stages of Technical Verification (TV) and Customer Due Diligence (CDD). 1. Automated data capture: Optical Character Recognition (OCR) was adopted to capture data from national IDs in image format and documents, saving manual effort and avoiding manual input errors. The system is also linked to the Taiwanese government’s website to fetch up-to-date credit records. 2. Synchronisation with databases: The operation platform syncs with several internal systems to consolidate data for easy operation. 3. Automating data validation process: The project is further designed to automatically cross-check customer data collected from applications and from databases. This will be deployed in 2024. With this enhancement, customers will only need to wait for the verification confirmation. 4. Embedding due diligence: Due diligence criteria are embedded into the auto-screening process. The system will compare customer application information with up-to-date lists to ensure control is carried out properly.