The document provides requirements for developing an online account opening application form. Key points: - The form will allow customers to apply to open accounts with the bank online through the website and mobile apps. - It must collect necessary customer information and integrate with the bank's Siebel system. - The process aims to allow accounts to be opened within one minute when the customer visits a branch. - Requirements cover functionality, security, reporting and usability to ensure an efficient online application and onboarding process.

1. One Minute Account Opening
Business Requirements Document (BRD)
Customer Onboarding - Online Account Opening Application Form
May 2016
Version 0.2
Prepared by: Faris Bilbeisi (CertRBCB, CPM)

2. 1 Document Revisions
2 Approvals
Role Name Title Signature Date
Project Sponsor Tareq Salfiti Head of Business
Development
Business Owner Mohammad
Othman
AGM, Retail
Banking
Project Manager
System Architect
Development Lead
User Experience Lead
Quality Lead
Content Lead
Date Version Number Document Changes
04/05/2016 0.1 Initial Draft

3. 3 Introduction
3.1 Project Summary
3.1.1 Objectives
 Develop an online application form for account opening purposes.
 The online application form shall be available on the bank’s web site and mobile app login page as a link that
will lead the applicant to the account opening form screens.
 The online application shall be available for the use of all prospect customers located within and outside
Jordan.
 The online application once filled and submitted by the customer, all information filled and selected by the
customer should identically reflected on Siebel system.
 The remaining steps for account completion should be conducted by the branch selected by the customer
within one minute.
Note: Account opening completion can be done abroad through selected corresponding banks (to be covered by
procedures).
3.1.2 Background
Branch-assisted online account opening is no longer a luxury, but a differentiator when consumers are shopping
for a new bank or credit union. It will transform new account opening, allowing more time for discovering the
needs of the new customer, determining optimal financial solutions, and building a better onboarding
experience.
3.1.2.1 Business Drivers
 Customers are looking for faster way to open their accounts, and may consider competitors if needs are not
met.
 Online account opening provides offshore customers and expatriates the opportunity to open their accounts
abroad.
 Customers can complete their applications anytime anywhere.
 Online account opening reduces the time needed by the branch to complete the account opening
process(less effort) and therefore, it provides more time for the customer service staff to focus on their
sales target.

4. 3.2 Project Scope
The development of a secure online application form for the purpose of account opening. The form is to be
invoked by clicking on a designated link available on the bank’s web and mobile portals. Online loan application
is out of the scope of this document.
3.2.1 In Scope Functionality
 Ability to apply for account opening at any time(24/7) through the bank’s web site and mobile channels
 Ability to choose the branch at which the customer wishes to domicile his/her account in
 Ability to select the account class the customer wishes to open from a predefined list of values (i.e. Current,
Saving, Salary …. Etc.)
 Ability to apply for a debit card and link it to the newly opened account
 Reporting on new, failed, and successful online account openings by time period and branch
3.2.2 Out of Scope Functionality
 Ability to apply online for a loan/ credit card
 Ability to apply online for a prepaid card
 Ability to apply for a joint account opening
3.3 System Perspective
 Limited resources available for project execution, monitoring and controlling.
 Other prioritized projects still pending in the pipeline.
 Regulatory and compliance issues may arise against allowing the account opening for customers residing
outside Jordan.
3.3.1 Assumptions
 Account opening form to be printed from Siebel system.
 Requirements documentation and approvals to be completed by the end of May, 2016.
 Fully dedicated resource will be provided from business integration department to participate proactively in
all project phases.
3.3.2 Constraints
 Data security requirements may impact the Go Live date set for the project.
 Timeline for Siebel updates will impact execution of testing plan.
3.3.3 Risks
 Previously approved projects may limit availability of development and QA resources.
 Development of the online account opening form may affect the timeline set for the bank’s website
renovation project.

5. 4 Business Process Overview
4.1 Current Business Process (As-Is)
Account Opening Process Flow
CustomerCSR
CSO/Branch
Manager
CSRCSO/BranchManagerCSR
Phase
Visits the branch
Welcomes the
customer upon his
visit to thebranch
Explains to the
customer about the
account types and
services offered by
the bank
Checks the
customer’s ID/
Passport and search
his/her name on the
internal black list
Fills the account
opening form and
other related forms
Takes a photocopy
ofthe customer’s
ID/Passport
Opens a new CIF for
the customer on
Siebelsystem
Passes the account
opening form and
other related
documents to the
CSO
Receives the
account opening
form and other
related documents
from theCSR
Reviews and sign
the account opening
form and other
related documents
Authorizes new CIF
opening on Siebel
system
Passes the account
opening form and
other related
documents to the
CSR
Receives the
account opening
form and other
related documents
signed from the CSO
Opens the CASA
account/s
requested by the
customer
Thanks the customer for
choosing Bank al Etihad
and presents to him his
account number card
Fills customer file
receiving form and sends
it along with the account
opening form and other
related documents to
the CSO
Receives the customer
file receiving form,
account opening form,
and other related
documents fromtheCSR
Authorizes the CASA
account/s opened
for the new
customer on Siebel
Sends back the
account opening
form and other
related documents
to the CSR
Receives the
account opening
form and other
related documents
from theCSO
Send by mail the account
opening form and other
related documents to the
Accounts Operations
Department for further
processing

6. 4.2 Proposed Business Process (To-Be)
One Minute Account Opening Process Flow for Locals
Online
Customer
CSR
(TAT:1min)
CSO/Branch
Manager
CSR
Fills in the electronic
Account Opening
form
Submits the form to
the selected branch
Welcomes the
customer upon his
visit to thebranch
Completeaccount
opening process on
Siebelsystem after
checking the
required documents
Print out thefilled
account opening
form from Siebel
system
Sign thecustomer on the
account opening form,
T&Cs, signature cards,
and other related
documents
Thank the customer
for choosing Bank al
Etihad and present
him with his account
number card
Fills customer file
receiving form and
sends it along with
the account opening
form and other
related documents
to the CSO
Takes a photocopy
of the customer’s
ID/Passport
Receives the customer
file receiving form,
account opening form,
and other related
documents fromtheCSR
Authorizes the
opened for thenew
customer on Siebel
system
Sends back the
account opening
form and other
related documents
to the CSR
Receives the
account opening
form and other
related documents
from theCSO
Sends by mail the account
opening form and other
related documents to the
Accounts Operations
Department for further
processing
Checks the
customer’s ID/
Passport and search
his/her name on the
internal black list
One Minute Account Opening Process Flow for Expats
Online
Customer
CSR
CSO/Branch
Manager
CSR
Fills in the electronic
Account Opening
form
Submits the form to
the selected branch
Welcomes the
customer upon his
visit to thebranch
Print out thefilled
account opening
form from Siebel
system
Sign thecustomer on the
account opening form,
T&Cs, signature cards,
and other related
documents
Thank the customer
for choosing Bank al
Etihad and present
him with his account
number card
Fills customer file
receiving form and
sends it along with
the account opening
form and other
related documents
to the CSO
Takes a photocopy
of the customer’s
ID/Passport
Receives the customer
file receiving form,
account opening form,
and other related
documents fromtheCSR
Sends back the
account opening
form and other
related documents
to the CSR
Receives the
account opening
form and other
related documents
from theCSO
Sends by mail the account
opening form and other
related documents to the
Accounts Operations
Department for further
processing to allow all
types oftransactions on
the new account
Checks the
customer’s ID/
Passport and search
his/her name on the
internal black list
Receives New
Account’s IBAN
number via email
Sends wire transfer
to the New
Account’s IBAN
number

7. One Minute Account Opening BRD
0
5 Business Requirements
The requirements in this document are prioritized as follows:
Value Rating Description
1 Critical The ability to apply online to open an account at Bank al Etihad.
2 High The ability to apply online to open an account at Bank al Etihad through the bank’s web site.
3 Medium The ability to apply online to open an account at Bank al Etihad through the Etihad Mobile channel.
4 Low The ability to set a special priority on the Queuing system for serving customers who applied for bank’ services
online.
5 Future The ability to apply online for loan/ credit card.
5.1 Functional Requirements
Req# Priority Description Use Case Reference Impacted Stakeholders
General / Base Functionality
FR-G-001 1
A secure online application form shall be
developed containing all the mandatory
fields(LOVs with same values available on
Siebel system)a customer must fill in order to
open an Account at Bank al Etihad.
Development teams
Infrastructure engineers
FR-G-002 2
Check boxes should be available ) on the
online account opening application form for
the user to select the products/services he
wishes to have with his new account(i.e. E-
Statements, SMS Alerts, Debit Card).
Development teams

8. One Minute Account Opening BRD
1
Req# Priority Description Use Case Reference Impacted Stakeholders
A notification Email shall be sent to the
customer’s personal Email address once
he/she finished filling the first page of the
online account opening form. The customer
shall be provided within this email with a
reference number that shall be used in order
to continue filling the remainder fields of the
online account opening form.
FR-G-003 3
A percentage indicator must appear at the top
of each page of the online account opening
application form reflecting the progress of
account opening completion.
Development teams
FR-G-004 1
The online account opening application form
must not allow the user to successfully submit
the form without reading and accepting the
account opening Terms and conditions.
Development teams
A Save for Later option shall be available for
the customer in the Online Account Opening
form, allowing him/her to complete filling the
form at a later time using the reference
number sent to his/her personal Email
address.
FR-G-005 3
A hyperlink should be available in the online
account opening application form that will
direct the user to the bank’s website Personal
Account products screen in order to provide
Development teams

9. One Minute Account Opening BRD
2
Req# Priority Description Use Case Reference Impacted Stakeholders
him/her with more information about the
account types offered to bank’s customers.
FR-G-006 3
The online account opening application form
should give the user the option to Upload
documents (i.e. Address Proof, Identity Proof).
Development teams
The online account opening form available for
Tablet users should give the user the option to
Capture his e-signature.
FR-G-007 1
The online application form must be integrated
with Siebel system. Once the application form
is filled, saved and submitted successfully, all
the information entered on the form must get
reflected in the related fields on Siebel system
and the customer should be saved on Siebel as
a prospect customer if he/she is a local
customer.
Development teams
If the newly on boarded customer is an
expatriate customer, the Customer CIF and
CASA account must be successfully saved and
authorized on the core banking and Siebel
systems once the Online account opening form
is filled, saved and submitted successfully.
The CASA account opened on the core banking
system for the newly on boarded expatriate
customers must be allowed for Bill Payment

10. One Minute Account Opening BRD
3
Req# Priority Description Use Case Reference Impacted Stakeholders
and incoming International fund transfer
transactions only.
FR-G-008 2
After successful submission of the online
account opening form, a notification Email
shall be sent to the customer’s branch
informing about the newly on boarded
customer.
Development teams
Infrastructure engineers
After successful submission of the online
account opening form by the expatriate
customer, a notification Email shall be sent to
the customer’s personal Email address
containing his/her IBAN account number and
an informing him/her that he/she must send a
wire transfer (Maximum Transfer Amount
10000 JOD) from his/her personal account
(domiciled in the country in which he/she is
currently residing) within one week or else the
account will be automatically closed.
FR-G-009 1
Customer information after being saved on
Siebel system must be enabled for editing,
and amendment.
Development teams
FR-G-010 2
A promotional video (Welcome video with
brief information about the Bank’s products
and electronic services) must get
automatically played once the online
Marketing Team
Development teams

11. One Minute Account Opening BRD
4
Req# Priority Description Use Case Reference Impacted Stakeholders
application form is filled, saved and submitted
successfully.
FR-G-011 1
Siebel Branch users must be able to complete
and authorize the CIF and CASA account
opening (Create Customer) for the newly on
boarded customer.
Development teams
FR-G-012 1
Siebel Branch users must be able to submit
any service request including Instant Issuing
for the newly on boarded customer.
Development teams
Security Requirements
FR-S-001 1
The online account opening application form
must be a secure form with data encryption
capabilities.
Development teams
Information Security Team
FR-S-002 2
The online account opening application form
should have a CAPTCHA field that must be
filled correctly by the applicant before
submitting the form.
Development teams
Information Security Team
Reporting Requirements
FR-R-001 2
An OBIEE report shall be generated on a daily
basis showing the information of all newly on
boarded customers (sorted per branch) and
the status of their applications.
MIS Team

12. One Minute Account Opening BRD
5
Req# Priority Description Use Case Reference Impacted Stakeholders
Usability Requirements
FR-U-001 1
All fields on the form must have a predefined
list of values except the ones that only accepts
free text (i.e. Name).
Development teams
FR-U-002 1
The user must be able to access and fill the
online account opening form via the below
internet browsers and Mobile Banking
Applications :
Internet Explorer – version 9.0 and above
Mozilla Firefox
Google Chrome
Etihad Mobile(iOS Phone & Tablet
Applications)
Etihad Mobile(Android Phone & Tablet
Applications)
Development teams
Infrastructure engineers

13. One Minute Account Opening BRD
6
5.2 Non-Functional Requirements
ID Requirement
NFR-001 Branch customer service staff to complete the online account opening process
upon customer’s visit with a turnaround time of one minute.
NFR-002 A new high priority item to be maintained on the queuing system for One Minute
account opening and online initiated services.
NFR-003 Bank’s account opening procedures must cover all one minute account opening scenarios
(whether process ends locally or abroad).

14. One Minute Account Opening BRD
0
6 Appendices
6.1 List of Acronyms
CSR Customer Service Representative
CSO Customer Service Officer
CIF Customer Information File
CASA Current/ Saving Account
LOV List of Values
6.2 Related Documents
Sample Online Account Opening application form screens document attached.