Verifying Customer Identity Beyond the Veil

Verifying Customer Identity
Beyond the Veil

In today's global marketplace, financial institutions can expect to do business with individuals from around the globe, representing diverse cultural backgrounds and customs. Sometimes, unique characteristics of particular customers can pose operational challenges. In such a case, BankersOnline.com is particularly useful because it affords you the opportunity to exchange ideas and suggestions with your peers worldwide.

This week, a BOL user reported that banks in her area have been approached by veiled females from the Sudan requesting banking services. The banker noted that they respect the religion of these prospective customers, but would like to know what would be considered "best practices" in identification techniques and recommendations.

It is wise to make such an inquiry and to be sensitive to the unique and special needs of certain customers, whether those needs arise due to religion, culture, disability, or age.

If you read or watch the news, you probably have heard about lawsuits resulting from veil removal issues since September 11th. For example, the drivers license of a Muslim woman in Florida was suspended because she refused to remove her veil (known as a hijab) for her license picture. She sued the State of Florida because of it, even though state law requires a "full-face photograph". The ACLU filed suit against Argenbright Security and the Illinois National Guard on behalf of a Muslim woman who claims she was strip-searched at Chicago's O'Hare Airport after she refused to remove the headscarf in front of the men because of her Muslim beliefs.

For guidance, we called upon BOL user Hussam Al-Abed in Amman, Jordan. He was able to shed considerable light on this subject, even noting that in one case in 1999, the veil was used by men disguised as females to commit an armed robbery!

When it comes to identification of a female customer with a veil, Hussam's thoughts were as follows:

• Ladies usually put this veil on for religious reasons (Only Muslim Ladies by default).
  
  
• The documents that are presented by the veiled female customer should be verified by comparing the photo on the ID with the lady that is standing in front of the teller asking for the bank service, just as you would normally do with any new customer.
  
  
• It a wise step for the CSR or Teller to say to the customer something such as this example: "Ma'am, ... as we are your trusted Bank and it is our duty and obligation to protect you and your money at our bank, we need to verify your identification and match your photo with you personally. One of our female staff members will handle this process. She will escort you to a private office and the process will take just a few moments. Thank you."
  
  
• Keep in mind that Sudanese people are known to be very simple. They would not mind doing that, as long courtesy is involved when requesting the veil verification.
  
  
• It should always be only a female staff member who asks the veiled female customer to take off her veil, and they should only ask that the face be uncovered and not the hair, so the staff can match the photo on the ID with the face of the new customer.
  
  
• This verification should take place in a private office where males cannot view the un-veiled female customer face, since the customer might be very sensitive to being viewed by other males.
  
  
• Under no circumstances should your staff make any remarks or jokes or other comments that undervalues the veil or religion or Islam. This would be considered racism and would also be against all values and manners.
  
  

Thanks, Hussam!

In addition, the original question we received indicated that the driver's licenses and state IDs being shown by these customers included a picture with the veil on. Barbara Hurst (Bankers' Hotline) and Nessa Feddis, counsel for ABA, conferred on this issue. They found it difficult to believe a state would issue an ID with a veiled picture. Barb says "There is no way they could pass through security at an airport with such a picture ID. I can't imagine a state issuing such an ID. However, even given that - they are permitted to unveil in the presence of a female for identification - without the burka. If she has NO identification, and the financial institution has an existing customer that is willing to vouch for the woman from the Sudan, that might be a possibility for enough of an identification verification. All of the above, of course, is prior to our receipt of the requirements of Section 326 of the PATRIOT Act, which may spell out mandated identification documentation."

First published on BankersOnline.com 4/11/02