Clearwater·Fintech onboarding research

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

Yeah, of course. So, uh, I'm Marcus Chen and I, like, run product for our mobile banking app. You can reach me at marcus.chen@clearwater.finance or, you know, my backup is mchen@clearwater.finance 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. I think maybe half of them bounce. Last week someone even pasted an IP, uh, 10.0.4.88, into a support ticket.

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

We use played for linking and strip for payouts, but, uh, compliance reviews were eating our team alive. What got me about trans script was that every finding links back to the recording, so I can, you know, trust the audit trail. Our compliance lead sits at dana.ruiz@clearwater.finance if you want a second perspective.

If you have follow-ups my cell is 415-555-0142, and, um, our office line is 415-555-0199 — usually faster than email. For the sandbox we still have a test card, er, 4111-1111-1111-1111, and an old demo SSN of 078-05-1120 floating around too, ah, which is embarrassing.

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