Local KYC support team for NL/BE IAMs

Introducing Saxo's Local KYC Support Team for NL/BE IAMs

At Saxo, our dedication to excellence in client service is matched by our commitment to compliance and regulatory standards. To further support Independent Asset Managers (IAMs) in the Netherlands, Belgium, and France, we are pleased to introduce our Local KYC Support Team—a specialized initiative designed to streamline KYC processes and enhance your partner experience.

A New Partner Escalation Channel

The "Local KYC Support" channel offers IAM partners an optimized process for addressing complex KYC issues requiring specialized attention. This channel is tailored for high-value and high-complexity cases, providing expert local support to enhance partner interactions and resolutions.

Key Features and Functions

• Strategic Pre-Onboarding Discussions: Engage with our team to strategize onboarding for clients with complex profiles. We focus on local nuances and specific requirements to provide tailored solutions, ensuring that unique client needs are met.
• Optimized Handling Time and Feedback Processes: Our initiative aims to improve transparency and efficiency in handling time and feedback loops, giving a improved client onboarding experience.
• Localized Solutions for Standard Requirements: Utilize the channel to discuss regional distinctions that may not align with standard requirements, enabling customized solutions catered to your specific needs.
• Language Barrier Navigation: We provide dedicated assistance to overcome language barriers, ensuring clear and effective communication.
• SLA Breach Notification: Promptly notify us of any SLA breaches to enable us to address their impact on your client experience effectively.
• Digital Flow Resolution: Efficiently escalate issues related to digital flow disruptions in onboarding and renewal processes, and request reviews if necessary.

Guidelines for Effective Use

The Local KYC Support Team is here to streamline communication and facilitate efficient case handling. Please adhere to the following guidelines to maximize the benefits of this channel:

• Appropriate Use: Reserve this channel for high-value or complex cases. Routine inquiries should be directed through standard support channels*.
• Confidentiality: Maintain data protection regulations, especially when discussing applications not yet submitted.
• Documentation: Provide comprehensive documentation, client IDs, and relevant evidence to facilitate quicker resolution.
• Clear Communication: Keep communications clear and concise to expedite the resolution process.
• Timely Escalation: Promptly escalate issues to prevent delays in handling client KYC cases.

Following these guidelines ensures seamless experiences for both you and your clients.

Operational Dynamics and SLAs

Our team is dedicated to acknowledging queries from partners within the same day, with reasoning provided for late-day submissions. While acknowledging does not ensure immediate resolution, we strive to provide a comprehensive response within 3 to 5 working days, depending on the complexity of the query. Transparent communication and expectation management are priorities throughout this process.

When assistance is needed from the team of local experts, a case must be created and logged by the partner concerned, with clear descriptions and clear details from the outset. This allows handling within the agreed SLA. 

Conclusion

The Local KYC Support Team is committed to delivering personalized and effective solutions for your complex AML/KYC needs. This initiative underscores Saxo’s commitment to fostering strong partnerships, enhancing partner satisfaction, and supporting your success.

For any questions or further clarification, please contact your Saxo representative. Thank you for your cooperation and understanding in adhering to these guidelines. We look forward to collaborating with you to transform challenges into growth opportunities.

*For existing Corporate clients KYC queries, please submit a case to "Existing corporate clients" 
*For existing private clients KYC queries, please submit a case to "Existing private and joint client"