BI Build: HSBC’s Anthony Glover talks international client onboarding

HSBC has doubled down on streamlining its international client onboarding. “We have retail networks all over the globe,” said Anthony Glover, executive vice president and head of U.S. retail banking at HSBC, during the fully digital FinAi News Build conference today. “Someone in New Delhi or Singapore or Hong Kong may want to come to the United States and continue to use HSBC as their bank and open up a U.S. account.” [caption id="attachment_185921" align="alignright" width="300"] Anthony Glover, EVP and U.S. head of retail banking, HSBC[/caption] The $2.7 trillion HSBC is using biometric technology from the San Diego-based vendor Mitek to create a more seamless experience for international customer onboarding. Although the impressive new biometrics technology is nice, Glover said, the technology is just a means to an end. “At the end of the day, the client doesn’t care whether you take a little video and blink twice so we know you’re live, or if they can upload that document,” Glover said. “As long as we can quickly and easily authenticate them, then that’s really what they’re looking for.” In the past, HSBC clients moving to the U.S. were required to visit a branch in their previous country before leaving, then visit a branch in the U.S. to finalize the move. Now, clients can set up a Zoom call with the international banking center in the U.S., and upload a picture of their passport and take a selfie to complete the process, without having to visit a branch at all. See also: HSBC launches ‘Apple Business Chat’ for customer service According to Glover, HSBC views remote banking not just as a way to cut costs, but as an important tool to reach a variety of clients. The bank’s fully digital option, HSBC Direct, provides a banking channel for clients who don’t want to use a branch at all. This approach is also being taken by other incumbent banks; Citizens Bank with Citizens Access, and Marcus by Goldman Sachs have both launched fully digital options. Glover added that HSBC Direct even appeals to high-value clients with seven-digit relationships with the bank, as those clients are matched with a personal relationship manager. “We have really cool CRM strategies so we don’t have to be reactive,” Glover said. “We can actually be proactive when we’re dealing with clients.”

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BI Build: HSBC’s Anthony Glover talks international client onboarding

Digitizing manual processes: How COVID-19 has changed financial services

BI Build: Citi’s Colella zeroes in on cybersecurity

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