Overview
This on-demand session covers how to support clients through a blended journey, where part of the workflow is completed digitally by the client and part is completed by your team. It is designed for teams who support clients face to face or over the phone.
Who this is for
Fee earners, paralegals, assistants, compliance teams, and firm admins who support clients in person or over the phone, or who keep Engage data clean.
Watch the recording
What this covers
What a blended journey is and when to use one
Using Force Complete to close an in-progress request and stop reminder emails
When to send a follow-up workflow rather than amend an existing request
Running an In-Person CDD on a client's behalf, with or without ID, plus standalone watchlist, financial, and proof of address checks
How visual verification replaces the biometric video when you run a check on a client's behalf
Taking a telephone payment in person or over the phone, with the suggested script and compliance notes
Managing blended journeys for business clients and associating individuals with a business
Keeping Engage data clean by closing down stale requests in bulk
Key takeaways
Use Force Complete to close partially completed requests: it returns the completed steps, closes outstanding ones, and stops reminders.
Run an In-Person CDD when completing the check on the client's behalf, choosing the option that matches the documents you have.
Always upload a photograph of the ID, never a scan or printed copy, or the check returns a Consider result.
Visual verification replaces the biometric video; if you cannot confirm it, the result is Unconfirmed and should factor into your risk assessment.
Pause call recording before taking card details over the phone, and close down stale requests regularly to stop reminders and keep data clean.