How to improve client onboarding with remote identity verification
Summary
The article explains how firms can improve remote identity verification by preparing clients before sending digital onboarding requests. It outlines common reasons checks fail, practical steps to reduce friction, and the value of connected workflows for identity checks, review and signing.
Why it matters
Residential property surveyors increasingly rely on digital onboarding when working with clients, lenders, solicitors or other professional partners. Clear identity verification processes can reduce delays, improve client experience and support compliant file handling.
Key points
- Remote identity verification can fail if clients are not prepared for document, camera or liveness requirements.
- Clear pre-invitation guidance helps clients understand why checks are needed and what information will be requested.
- Firms should provide recognisable invitations, device/document requirements and accessible support routes.
- Failed checks should be triaged by cause, with different next steps for capture issues, data mismatches and unresolved identity concerns.
- Connected workflows can reduce repeated requests and administrative friction across onboarding and signing.
Organisations:
VSiD
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