Bank-grade ops at consumer scale

01 — The problem

Bank-grade rigour, at consumer-app volumes, with regulators watching

AML investigations, KYC exceptions, card replacements and subpoenas all needed full bank-grade rigour, but they were arriving at consumer-app volumes, across 17 jurisdictions, with regulators reviewing every step. Additional hiring was absorbed by the backlog, and each product launch added another queue. Compliance, operations and engineering teams had to balance speed against control, and that trade-off was becoming harder each quarter.

02 — What we did

Industrialised the high-stakes queue

• policyAML investigations standardised. Each case followed the same evidence trail, decision and escalation logic.
• credit_cardCard replacements on autopilot. Triggered, fulfilled and tracked end-to-end, with humans only for exceptions.
• gavelSubpoenas handled inside SLA. Legal requests were routed, evidence packaged and dispatched with full chain of custody.

03 — The payoff

Faster decisions, fewer escapes, regulator-ready

High-risk queues cleared inside SLA, exception rates fell, and every action was logged for the supervisor without anyone reconstructing it after the fact.

“Next Matter gave us bank controls at fintech speed. We could run a regulated investigation queue without it becoming the team’s whole life.”

Former Head of Financial Crime Operations, Trade Republic