TSB’s new customer onboarding journey

TSB’s new customer onboarding journey

As demand for digital services continues to surge, TSB has launched a new customer onboarding journey through the TSB Mobile Banking App, which will enable people to access a Spend & Save current account in just 10 minutes.


At the heart of the new onboarding journey are security, speed and convenience for customers. The launch follows a dramatic shift towards digital banking – as customer behaviour continues to evolve.


Currently, 90 percent of TSB’s servicing transactions and 75 percent of its sales are conducted digitally. Additionally, 80 per cent of new customer sign ups at TSB happen via a mobile device as increasing numbers of customers bank digitally.


Most secure and seamless journey to date

TSB has partnered with Onfido, a global identity verification and authentication provider so TSB customers can sign up for a Spend and Save account simply by taking a photo of their identity document (ID) and a short video of their face.

Onfido’s award-winning technology first checks that the ID is genuine and then matches it to the user’s face using biometric technology. This ensures the ID is not fraudulent and that the person presenting the identity is its legitimate owner and is physically present – making it the most secure journey to date.

Customers can then start their digital journey anywhere, anytime, and gain access to all the benefits of the Spend & Save account. The account is underpinned by TSB’s award-winning Fraud Refund Guarantee offering customers market-leading fraud protections.

New customers also benefit from a branch network with 220 TSB branches across the UK – as TSB combines cutting-edge technology and a digital focus with its high-street presence.  

New features include:

  • A 10-minute sign-up process
  • Just eight scrolls on a mobile device, compared to the web journey of more than 60.
  • 22 questions to open an account (down from 49).
  • Email and device verification for increased fraud protection
  • Digital identity verification including biometric and document verification technology provided by Onfido
  • Following sign-up, customers will have instant access to the TSB mobile banking app and their account details


TSB worked with the Royal National Institute for the Blind to ensure greater accessibility features were at the heart of the design. As such, the new digital journey meets AA standards.

Kavin Mistry, Head of Digital, TSB, said:

“Demand for digital services is soaring, and we are proud to meet new customers’ needs with a convenient, secure and streamlined onboarding journey – with sign-up in just 10 minutes.

“Today’s launch demonstrates our customer-focused digital offer that complements a modern branch network; offering customers the best in both digital and traditional banking.”

Dimitrie Dorgan, Senior Fraud Risk Manager, Onfido, said:

“Security and a smooth user experience are paramount for banks when it comes to building trust with their customers.

“With Onfido’s AI-powered technology, identity verification is streamlined for a user-friendly onboarding process while conducting strong fraud detection and mitigation in the background.

“We’re excited to be working with leading UK banks such as TSB to help them rapidly and securely evolve to meet their customers’ changing digital needs.”

ADIB becomes first UAE bank to use facial recognition

ADIB becomes first UAE bank to use facial recognition

Abu Dhabi Islamic Bank (ADIB), a leading financial institution, announced the signing of a partnership with the Ministry of Interior (MOI) to allow opening of accounts remotely and digitally. Through secure access to the Ministry’s Facial Recognition verification system, ADIB becomes the first bank in the UAE to perform instant and highly secure verification before opening a new account.

ADIB’s new service, offered in partnership with MOI, helps to verify the account opener’s identity details by using the MOI facial recognition system. The verification process is seamless, efficient and uses enhanced security measures against fraud and other forms of identity theft.

The technology will enable UAE citizens and residents to open a new ADIB account remotely giving them instant access to banking services without the need to visit the bank.

Commenting on this partnership, Sameh Awadallah, Head of ADIB’s Branch Network, said: “Together with the Ministry of Interior, we are enabling for the first time in the UAE, residents to open an instant digital account in a secure and seamless way. The use of facial recognition system is key step for ADIB towards the implementation of emerging technologies based on Artificial Intelligence (AI).  Thus, in line with UAE’s digital agenda, we have been introducing digital solutions over the years that provide convenient and more seamless way to bank.

Lt. Colonel Dr. Ahmed Saeed Al Shamsi, Head of the Artificial Intelligence Systems and Services Development Team at General Directorate of Security Support, UAE Ministry of Interior, said: “We are pleased to partner with ADIB to provide digital solutions that enhance the digital agenda of the UAE. This is in line with Ministry of Interior’s efforts to enhance the efficiency of services, as well as support UAE banks in strengthening the security and safety of their digital services against threats of cybercrime.” We look forward to building more impactful services with the financial sector and beyond, to bring greater convenience to UAE residents.”

Great Lakes Credit Union expands biometric relationship with Access Softek

Great Lakes Credit Union expands biometric relationship with Access Softek

Access Softek, an omnichannel digital banking provider, announced that long-time mobile banking client, Great Lakes Credit Union (GLCU), has expanded its relationship with Access Softek to add new digital banking capabilities.

GLCU has used Access Softek’s mobile banking solution for more than a decade and will now add the company’s Orpheus Online BankingBiometric Authentication Manager (BAM), and Conversational Banking solutions, expanding the features it is able to offer to its more than 80,000 members.

“It is important that our members have a unified experience which enables them to transact in the channel they prefer,” said Steven Bugg, President and CEO of Great Lakes Credit Union. “Access Softek has been a great asset to us over the years. Adding online banking will provide that consistent experience, and the authentication manager and conversational banking provide us new tools that will make it even easier for us to serve our members.”

BAM uses mobile device biometrics such as facial recognition or fingerprint scanning to easily and securely verify the member’s identity, removing the need for passwords, pins or security questions. Conversational Banking includes chatbot, live chat, agent advisor, and video chat services to help members more easily connect with their credit union from anywhere.

“We are very proud of our loyal clients like Great Lakes and are thrilled to watch them grow their relationship with us and their offerings to members,” said Chris Doner, founder and CEO of Access Softek. “Great Lakes is very in tune with what its members need, and we are proud to be able to provide the features that make both the credit union and the member successful.”