View and maintain customer records

A Customer is the live operational record produced by a completed customer application. The normal user journey does not create this record directly. See Authorize an application and create the customer.

Access required

You need Read Customer and access to the record under your data-access scope. Organization scope permits customers in your tenant. Branch scope uses the customer's Branch. Self scope includes customers you created or last modified, customers for whom you are the Relationship Officer, and customers assigned to the Agent record linked to your user.

The actions on a customer require their corresponding permissions:

• Update Customer permits changes to an Authorized customer and operational status changes;
• Export Customer permits list exports and Download PDF;
• Delete Customer permits deletion only while the record is Captured or Rejected;
• the applicable L1, L2, or L3 authority is required to decide a pending Customer amendment or maker-checker record.

Permission alone does not override tenant boundaries, data-access scope, record state, or maker-checker separation.

Find a customer

Open Customer Relationship → Customers. The list initially shows Authorized records. Search by customer name, customer number, or external ID, or filter by Approval and Customer Status. L0 users can also select a company.

Select View to open the record. Export uses the current filters and is available only with Export Customer.

Understand the customer detail

The detail page separates three different kinds of status:

All Customer categories share a tabbed detail layout:

• Overview shows Customer information, identities, contacts, and Individual next of kin.
• Stakeholders appears for Corporate Customers and shows Directors / Executives and Shareholders.
• Group appears for Group Customers and shows Leadership, Members, and Meeting Schedules.
• Contributions appears for Group Customers with permission to read contribution balances or history.
• Accounts appears when you can read Accounts and lists every Account owned by the Customer, regardless of Customer category. Select an Account or Product to open its detail page.
• Documents shows documents and Authorized Customer signature specimens.
• Record & Audit shows record metadata, audit actors, External IDs, and any available maker-checker decision panel.

Pending amendments remain visible above the tabs. Approve, Reject, and Deny remain in the reusable maker-checker panel under Record & Audit and are shown only when the current workflow state has an available decision.

If the Customer came from onboarding and you can read Customer Applications, select Actions → View customer application to return to the source application and its KYC and workflow history.

Use Actions → Download PDF when you have Export Customer.

Authorized customers can also hold optional Signature specimens for later account-mandate assignments. A user who can edit the Customer can upload a JPEG, PNG, or WebP specimen from this card on Documents.

Change customer information

For an Authorized customer, select Amend or Propose Amendment. The form uses the tabs General, Classification, Identity, Stakeholders, Group Meetings for Group customers, Documents, and Compliance.

Customer Type cannot be changed after creation. The editable information includes names, contact and address details, nationality and residence, classification, Branch, Relationship Officer, Agent, identities, stakeholders, documents, Group membership and schedules, biometric code, and Customer Rating.

Saving an Authorized customer creates and submits an amendment. If Update Customer requires no approvals, the amendment is applied immediately. If it requires approvals, the current Customer remains live until the amendment reaches final authorization. Only one pending amendment can exist for the same Customer.

See Amendments for correction, approval, rejection, and maker-checker rules.

Change the operational status

On an Authorized customer, select Actions → Change operational status, choose the next status, and confirm. This is an immediate operational update, not a Customer amendment.

A change to Blocked requires a reason of at least five characters. A reason can also be recorded when marking a customer Deceased. Use Customer Status for the customer's operational or compliance state; do not confuse it with the Customer's Approval Status.

Delete a draft or rejected record

The Danger Zone on Record & Audit is shown only for an active Captured or Rejected customer when you have Delete Customer. Authorized and Denied customers cannot be deleted through this action. Deletion is a soft deletion and removes the record from the normal Customer list.

For a new customer, start from Customer Relationship → Applications and follow Start a customer application.