KYC reviewer, relationship manager and senior approver
How the front office, the KYC second line and senior approvers share onboarding, KYC changes and EDD.
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Three roles look after customers before and after they join: the relationship manager captures and maintains, the KYC reviewer checks, and the senior approver signs off. FlowSentry keeps the three steps in separate hands so that no one approves a customer, a KYC change or an enhanced due diligence (EDD) outcome they prepared themselves.
Note: The onboarding pages (Applications, IDV review queue) appear only when your institution has client onboarding switched on. KYC changes and EDD are always available.
Relationship manager
The relationship manager (RM) is the front-office contact for the customer.
What you can do
- Start and capture onboarding applications, record consent, add parties and run identity checks.
- Submit an application for review and answer what the reviewer returns to you.
- Answer information requests from the compliance team on Information requests (
/requests) with Send answer. Your answer is recorded with your name. - Read customers and accounts, and propose a KYC change with a reason.
- Upload documents.
What you cannot do
- See alerts, cases, screening investigations or STR material. This protects against tipping-off: the customer must never learn that they are under review.
- Approve your own application or your own KYC change.
Important: An information request shows you only the question and an answer box. Answer with facts. If a request seems to hint at an investigation, do not mention it to the customer.
KYC reviewer
The KYC reviewer is the second line on onboarding and customer due diligence.
What you can do
- Pick up submitted applications with Start review, then Return to RM or send them for approval.
- Decide inconclusive identity checks in the IDV review queue: Accept or Reject.
- Work EDD checklists for high-risk customers: Mark complete with a note on each item, then Submit for approval.
- Read customers and propose KYC changes.
- Upload documents.
What you cannot do
- Approve an application, a KYC change or an EDD sign-off.
- Decide identity checks on an application you captured.
Senior approver
The senior approver gives senior-management sign-off.
What you can do
- Approve or decline onboarding applications, including high-risk ones.
- Approve or reject KYC changes on
/customers/kyc-changes, with Review with AI to see what changes and what to verify. - Approve relationship or Reject on EDD cases.
- Read customers, accounts and risk ratings.
What you cannot do
- Approve anything you submitted yourself.
- Capture applications or work EDD checklists.
Where you work
| Page | Route | What for | Roles |
|---|---|---|---|
| Applications | /onboarding |
Onboarding applications | All three |
| IDV review queue | /onboarding/reviews |
Inconclusive identity checks | KYC reviewer |
| Information requests | /requests |
Questions from compliance | Relationship manager |
| Customers and Accounts | /customers, /accounts |
Profiles, KYC details, accounts | All three |
| KYC changes | /customers/kyc-changes |
Proposed changes and their approval | All three |
| EDD workbench | /risk/edd |
EDD checklists and sign-off | KYC reviewer, Senior approver |
| My approvals | /approvals/inbox |
Items waiting for you | All three |
| Customer risk dashboard | /dashboards/customers |
Risk bands, KYC status, reviews and ID expiries | All three |
What needs a second person
| What is made | Made by | Checked by | Step-up |
|---|---|---|---|
| Onboarding application | Relationship manager | Senior approver, MLRO or Deputy MLRO | High-risk only |
| KYC change on a live customer | Relationship manager, KYC reviewer, senior analyst, MLRO or deputy | Senior approver, MLRO or Deputy MLRO | Yes |
| EDD checklist | KYC reviewer, risk manager, MLRO or deputy | Senior approver, MLRO or Deputy MLRO (not the submitter) | No |
A KYC change applies only after approval: "Your change is sent for approval. It applies only when another authorised person approves it." The maker can Withdraw it until it is decided. Approved changes trigger re-screening of the customer.
A high-risk application, for example one with a foreign PEP as a beneficial owner, needs senior approval with a fresh second factor.
Tip: Numbers on customer profiles are masked. Reveal shows them and is recorded in the audit trail, so reveal only what you need.
Your first steps
- Sign in and enrol an authenticator app from the user menu under Security & MFA. Senior approvers need it for step-up.
- Open Customers and search by the start of a name or an exact identifier.
- Open a profile and read the KYC details, risk tab and KYC history.
- Relationship managers: check Information requests for anything due.
- KYC reviewers: open the EDD workbench and pick up open checklists.
- Senior approvers: open My approvals for KYC changes, applications and EDD cases waiting for you.