RBC introduces digital government identity verification

18/03/20

Royal Bank of Canada has developed a solution that gives clients the ability to digitally verify their identities when opening an account in branch. The RBC Mobile App now uses artificial intelligence to check a client’s government-issued identification against the security features and characteristics of driver’s licenses and passports. The App also uses Near-Field Communications (NFC) so clients can tap the electronic chip on newer versions of Passports, also known as ePassports.

“As we make our clients’ everyday banking experience easier, we continue to be guided by the imperatives of trust and security. Verifying and protecting our clients’ identities is among the most important things we do,” says Peter Tilton, SVP, Digital at RBC. “The world-class technology underpinning these features will better protect clients from fraud caused by identity and document forgery and give them an unparalleled account opening experience.”

Leveraging Modern Technology to Deliver Solutions, Faster
Today’s announcement is an example of how RBC is using digital platforms to more efficiently deliver solutions to clients, and build connectivity between advisors and clients. When a client scans their ID through the Mobile App on their phone, that information is automatically entered into their account profile on an advisor’s computer, immediately providing clients with a stronger connection between the branch and the App. Once a part of an account profile, the information is used and protected in the same way that RBC treats all personal information.

“Until now, our architecture limited our ability to quickly deliver the solutions our clients and advisors want,” continued Tilton. “A single digital platform gives us immense flexibility to reuse core capabilities that extend across the bank and design solutions with our clients and advisors in mind from the start. This means clients will enjoy a more consistent experience with RBC across our delivery channels.”

Later this summer, RBC plans to launch mobile account open by evolving this capability to allow clients to take a live selfie to further verify their identities against the government-issued ID on file.

Faster Account Open Experience and Enhanced Customer Protection
A major priority for RBC is ensuring clients who choose to open an account with RBC have the best possible experience when doing so. In the last year alone, the new account open experience at RBC reduced the time to open by more than 70%. These features will speed up that process even more as advisors will spend less time on data entry and document verification, and more time having richer conversations with clients.

“We’ve spent the last two months piloting this in nearly 50 branches and the reaction from clients and advisors has been outstanding,” said Sean Amato-Gauci, EVP, Cards, Payments & Banking at RBC.

“We are adding to the existing suite of digital identity solutions developed by the banking industry by providing clients with another option for securely verifying their identity with us. These solutions also allow our advisors time to focus on what they do best – understanding our clients’ needs, providing advice and delivering an exceptional experience.”

The new identity verification solutions also reduce the need for clients to share more information about themselves than is necessary when opening an account. RBC only captures and retains the necessary information required for opening and operating a personal deposit account. Now, clients will be more in control of their personal information, and be assured that their identity and accounts are secure from the moment they join RBC.

These features are currently available in 100 RBC branches in Ontario and Quebec for clients opening accounts. In the coming months, they will be scaled across other branches, channels and products. All of these processes are designed in accordance with Canada’s Know Your Client (KYC), Anti-Money Laundering (AML) and privacy regulations. The ID scan and ePassport tap features are supported on both iOS and Android devices.

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