Regional Bank Cuts Client Touchpoints by 43% with Smarter KYC Practices

The bank sought to improve commercial customer lifecycle management while reducing risk associated with new client acquisition. West Monroe quickly identified KYC as a critical barrier to scaling deposit growth. We worked with leaders across risk, compliance, and onboarding to build a holistic operating model focused on clarity and accountability. From there, we developed a flexible risk-based KYC framework and a working prototype tool to streamline data collection. These foundational changes created a smarter onboarding experience for clients and relationship managers—reducing back-and-forth and enabling faster, more confident decision-making. 

Our cross-functional team worked together with the bank’s business, risk, and compliance functions over a focused 10-week sprint. Drawing on deep financial services and technology expertise, we built a future-state vision and delivered fast, functional progress. The centerpiece was a working prototype that simplified KYC data collection, grounded in risk-based thinking. We collaborated closely with the bank’s second line of defense to embed enhanced due diligence practices, ensuring compliance without overburdening staff or clients. This co-created foundation enables the bank to scale with confidence and agility.

Together, we delivered immediate and lasting value. The 43% reduction in unnecessary client interactions improved both customer experience and internal efficiency. Our evaluation of more than 50 high-risk client types helped the bank articulate a clearer KYC risk posture, equipping teams with the right mitigation controls. With a risk-based approach embedded into operations, the bank is now better positioned to grow deposits while staying compliant. This project demonstrates how the right mix of strategy, tools, and collaboration creates meaningful, measurable outcomes.