Due to multiple lines of defence, at times manual reviews were being duplicated by different teams. Key also wanted to improve the way it identified and served its vulnerable customers. Historically, identifying customer vulnerability or those who are at high risk has been the role of an adviser, requiring them to flag a potential issue for further investigation. The challenge there is that identification of vulnerability is often subjective and case reviews were lengthy.
Due to multiple lines of defence, at times manual reviews were being duplicated by different teams. Key also wanted to improve the way it identified and served its vulnerable customers. Historically, identifying customer vulnerability or those who are at high risk has been the role of an adviser, requiring them to flag a potential issue for further investigation. The challenge there is that identification of vulnerability is often subjective and case reviews were lengthy.