Review & Audit Solutions
Solutions overview
Fourthline’s Case Review Portal is a secure, user-friendly web environment for handling cases.
We offer the following functionalities in the portal:
Operating model
Agree your operating model with your implementation manager:
| Operating model | Description |
|---|---|
| Fourthline operated | Fourthline agents process and audit cases |
| Fourthline powered | Your agents process and audit cases |
Case Processing
Every case is first processed by our AI agent and, if it can't assign an automated outcome, the case passes to a human agent. Human agents manually review cases flagged by the AI agent to perform additional anti-fraud and anti-financial crime checks. They may send complex, poor quality, or incomplete cases back to you to request more information. Each case is then assigned an outcome and we generate a detailed, fully compliant, evidenced CDD Report.
Case Processing
Case Processing includes the following features:
| Feature | Description |
|---|---|
| Checks library | Configure checks to validate more than 200 data points. |
| Automatic case assignment | The portal automatically assigns cases to human agents based on a predefined set of filters, e.g. product/solution, hit type, SLA time, and business partner. |
| Case categorization | To streamline workflows, cases are split into unassigned, assigned, and pending second opinion categories. |
| Time tracking | Human agents can set their work status to track their activity and productivity. |
| Outcome management | Human agents can approve, reject, and update check outcomes. |
| Real-time AI agent double-check | The AI agent rechecks any data point updated by a human agent. |
| Responsive video viewing | Human agents can automatically play and pause selfie and document videos, change the playback speed, and enlarge the video frame. |
| Responsive image viewing | Human agents can compare a series of images next to each other, adjust the view of images taken at difficult angles to make them easier to read, and zoom in up to 100 times. |
| Google Maps and Street View integration | Human agents can perform additional checks on locations. |
| Data correction | If we detect any errors in information entered by the client, we correct it in line with their ID document. The CDD Report contains the both original and the corrected values. |
| Escalations | Human agents can escalate complex cases to supervisors. The portal creates an audit history of when, how often, and why cases are escalated. |
| Four-eyes review | A second human agent performs an extra check on cases with: • A high-risk geolocation to ensure the client isn't applying from a sanctioned country. • Low scores for facial recognition and document image sharpness |
| Human review (optional) | If recommended by your regulator (e.g. BaFin) you can configure for a human agent to review every case, even those successfully processed by the AI agent. |
Our default service-level agreement (SLA) states that we must process 80% of cases per month within 5 minutes.
So far, we have never failed to meet this.
We have proven we can handle extreme growth while upholding the SLA.
Case Auditing
Human agents audit completed cases, like a live, interactive CDD Report. They can't change the original outcomes.
Case Auditing
Case Auditing includes the following features:
| Feature | Description |
|---|---|
| Case filter | Filter completed cases to audit by human agent, case identifier, client identifier, product/solution, and time frame. |
| Checks library | Validate 200+ data points to understand how specific checks or whole cases were assigned their final outcome. |
| Responsive video viewing | Auditors can automatically play and pause selfie and document videos, change the playback speed, and enlarge the video frame. |
| Image comparison | Auditors can compare a series of images next to each other, adjust the view of images taken at difficult angles to make them easier to read, and zoom in up to 100 times. |
| Google Maps and Street View integration | Auditors can perform additional checks on locations. |
| Time tracking | Auditors can set their work status to track their activity and productivity. |
| Check correction | Auditors can correct incorrect checks. |
Case Guidance
Case Guidance features detailed, specific reference information and procedures on how best to process all checks, covering more than 500 ID document types. The guidance is dynamically displayed exactly when and where needed to assist human agents.
Case Guidance
Quality Assurance
Performing quality assurance (QA) reviews on completed Identity Verification cases helps eliminate or minimize processing errors, improve criteria and procedures, and enhance human agents' performance and training.
Quality Assurance
You can leverage this based on the following operating models:
| Operating model | Description |
|---|---|
| Fourthline operated | We can share the findings from our internal QA reviews with you, as an additional service. |
| Fourthline powered | You can enable the QA section in your Case Review Portal to perform your own reviews. |
Fourthline QA reviews
Fourthline's highly qualified Assurance Team performs independent, unbiased QA reviews on a daily basis.
The team forms part of the second line of defense within Fourthline.
The QA reviewer re-checks the entire case, including the AI agent checks and any AML hits. Reviews are then subject to further oversight by senior Assurance Team members or our Anti-Financial Crime (AFC) Team. We also periodically validate case data for accuracy, privacy, and correct logging.
All our processes and evidence comply with the requirements of Fourthline's external auditors, as part of our ISAE 3000 certification. We use the information from reviews to improve our offering and continually calibrate our AI agent.
Sampling methodology
Sampling methodology
QA reviews are conducted on 2 sample types:
- Random samples from the entire population of cases to obtain a statistically relevant assessment of quality, following industry best practices
- Targeted samples to actively monitor and search for errors in specific sets of cases, e.g.:
- Cases with increased fraud risk
- Cases for new business partners, products, markets, or document types
Criticality levels
Criticality levels
Processing errors detected in reviews are assigned one of the following levels of criticality:
| Criticality | Description |
|---|---|
| Low | • Case outcome should have been different • Client input errors detected |
| Medium | • Errors in the client's name • Document photo is of a photocopy • Confirmed assistance with malintent • Missing device metadata • ID document data doesn't match the personal data entered by the client |
| High | • Case data / document video / selfie video doesn't meet applicable local regulatory requirements • Qualified electronic certificate data doesn't match ID document • New ID document data doesn't match previous document • Fraud cases and sanctions hits (always double-checked by the AFC Team) |
Error types
Error types
Reviewers may detect the following types of errors:
| Error type | Correct outcome |
|---|---|
| Inaccurate correction of client input error: Names, dates, other | N/A |
| Expired document | Sendback |
| GDPR breach | Sendback |
| Inadequate client input | Sendback |
| Insufficient photos uploaded | Sendback |
| Insufficient security features | Sendback |
| Missing device metadata | Sendback |
| Non-residential address | Sendback |
| Photocopy used | Sendback |
| Unacceptable document condition | Sendback |
| Unacceptable document photo / selfie photo quality | Sendback |
| Unsupported document | Sendback |
| Unmet regulatory requirements | Sendback/Rejection |
| Accepted confirmed hit | Rejection |
| Assistance | Rejection |
| Fraud detected after Identity Verification case successfully completed | Rejection |
| ID document data and personal data mismatch | Rejection |
| Increased risk data points | Rejection |
| Underage client | Rejection |
Reports
Reports
We share findings with you on a monthly basis, unless agreed otherwise. On request, we can email high-criticality cases to you immediately.
Reports don't contain sensitive case data, only case identifiers.
Fourthline Dashboard
Use the dashboard to monitor the status of cases and clients and gain insight from key metrics.
Drill down into client conversion rates by location, analyze similar types of attempts with detailed risk information, or check the current status of a pending AML investigation.
It contains all the necessary data for your operations, compliance, and KYC departments in one place.
Case statuses
Case statuses
| Case statuses | Case filters |
|---|---|
Verifying | Time frame |
Investigating | Status |
Completed | Risk category |
Try again | Country of residence |
Data error | ID document issuing country |
Case status overview
Client statuses
Client statuses
| Client statuses | Case filters |
|---|---|
Verifying | Client status |
Investigating | clientId |
Completed | Attempts per client |
Try again |
Client status overview
Metrics
Metrics
| Metrics | Filters |
|---|---|
| Conversion | Date |
| Currently processing | Country of residence |
| Completed / Rejected / Fraud | |
| Try again |
Metrics overview
Updated 5 months ago