The brief
New-mandate volume was up 4× year-on-year. The onboarding team was reviewing every client file manually, and the backlog kept growing — even after two new hires.
Off-the-shelf tools covered ID checks, but the real time sink was the secondary review: cross-checking registry extracts, UBO structures, and engagement-letter details under GwG obligations. Nobody wanted to ship a black-box decision into a regulated workflow.
What we built
- Workflow that pulls every new mandate into a normalised review packet
- Agent runs the secondary review checklist — registry, UBO, sanctions, address
- Source-cited findings written to the client file (no hidden reasoning)
- Human approval gate for every flagged case, every edge case, every exception
- Per-step audit trail with timestamps, sources, and reasoning
- Failure alerting to the onboarding team's Teams channel within seconds
Results
- Median review cycle dropped from 4 days to under 6 hours
- 94% of mandates resolved without human intervention
- Zero findings in the first external audit post-launch
- Onboarding team reallocated 60% of their week to advisory work
“The audit trail is what sold us. Every decision the agent makes, we can trace back to the source document. That's the bar we needed for our auditors.”