RBC Capital Markets on Corporate Digital Identity

Lori Messer, Global Head of Business and Client Services at RBC Capital Markets, explains how RBC Capital Markets is reframing client onboarding and CLM. The aim is simple: make it easy to do business with RBC and treat onboarding as a service moment, and competitive differentiator, not a compliance checkbox.

To cut friction and raise efficiency, Messer’s team uses a CLM stack that includes automated document collection, creation of a corporate digital identity, intelligent document processing, ID verification, a policy rules engine, and intuitive internal UIs which results in fewer back-and-forths, faster KYC reviews, clearer guidance for bankers, and the ability to reuse verified data and documents across products and regions.

Success is tracked with benchmarks for time-to-onboard and straight-through processing, then validated through conversations with clients, front-office partners, and AML/compliance. For anyone planning KYC change, RBC offers three rules: position KYC as business enablement; fix policy, procedures, data, and target operating model alongside tech; and secure sponsorship from business, compliance/AML, and operations.