At XINIX, we believe trust should be earned through verification, not assumed, and not denied without a fair chance to explain.
That belief was tested recently.
We were onboarding a new wholesale voice customer. Their KYC application raised several red flags, and during due diligence, we found them on the Industry Traceback Group‘s (ITG) Non-Responsive Providers list. At that point, we had legitimate grounds to question whether we should proceed.
But we didn’t want to decide on paperwork alone. We wanted to hear their side. So, we moved to a Video KYC to resolve the outstanding questions. During the call, several inconsistencies came up.
When we asked the representative to turn on their camera to complete identity verification, they repeatedly declined. We explained that this was a mandatory requirement to proceed. When they refused, the concerns remained unresolved. We rejected the KYC.
Here’s the part I think our industry needs to talk about: Giving a prospective customer the benefit of the doubt is not the same as giving them a free pass. As carriers, we should investigate, ask questions, and give prospective partners a fair chance to resolve legitimate concerns.
Not every red flag tells the whole story. But if a carrier makes the effort to investigate, the customer has a responsibility to cooperate. When material concerns go unresolved and basic verification can’t be completed, we have to be prepared to say no.
Compliance isn’t about rejecting everyone who raises a red flag. It’s about doing the work to resolve those flags.
A good carrier doesn’t just know how to onboard customers, it knows when to walk away.
What is your approach to KYC when an application raises red flags but the customer deserves an opportunity to explain?
#WholesaleVoice #Telecom #KYC #FraudPrevention #CarrierRelations #CallCenter #RegTech #VoIP #RiskManagement #DueDiligence
