Clearwater·Fintech onboarding research

Thanks for hopping on. To start, um, could you tell me your name and what you do at Clearwater?

Yeah, of course. So, uh, I'm [name] and I, like, run product for our mobile banking app. You can reach me at [email] or, you know, my backup is [email] if anything comes up.

Perfect. And, like, walk me through what happens when a new customer tries to link a bank account, you know, during onboarding?

Honestly it's, um, kind of brittle. We run KYC, then they hit account linking and just sort of bounce. Nobody, I mean, nobody finishes if their bank isn't supported. Last week someone even pasted an IP, uh, [redacted], into a support ticket.

Got it. Are you using something like Plaid for that today?

We use Plaid for linking and Stripe for payouts, but, uh, compliance reviews were eating our team alive. What got me about Transcript was that every finding links back to the recording, so I can, you know, trust the audit trail. Our compliance lead sits at [email] if you want a second perspective.

If you have follow-ups my cell is [phone], and, um, our office line is [phone] — usually faster than email. For the sandbox we still have a test card, er, [card], and an old demo SSN of [ssn] floating around too, ah, which is embarrassing.

Amazing, that's, like, super helpful. Thank you.