Heritage - VOI

Heritage Bank is making changes to VOI and KYC requirements

Effective Monday 25th May, to accommodate the current COVID-19 Government mandated restrictions regarding social distancing, Heritage Bank have made improvements to the way Brokers meet Heritage’s Know Your Customer (KYC) and Verification of Identity (VOI) requirements by introducing a digital VOI process through InfoTrack.

  • Where a Broker is able to conduct a “Face to Face” verification the procedures have not changed ie. VOI is to be completed at time of interview and identification documents are to be forwarded with the loan application via NextGen ApplyOnline.
  • If a Broker is unable to conduct a “Face to Face” verification, the following process is to be followed:
    • Broker is to obtain copies of identification for each party to the loan, confirming reasonable likeness.
    • Broker is to call each party, explain how InfoTrack works and obtain consent to proceed
      • Provide the flyer ‘Completing a WebVOI – Verification of Identity’, to the applicant to help them complete this process. It’s available on our Broker Website under Resources > Forms & Brochures.
    • Complete the VOI certificate, ensuring the ‘By InfoTrack’ box is ticked under the ‘Identification documents’ section.
    • Complete the VOI certificate, ensuring the ‘By InfoTrack’ box is ticked under the ‘Identification documents’ section.
    • Proceed to upload completed VOI certificate to NextGen ApplyOnline.
    • Once the loan is conditionally approved, Heritage Bank will initiate an InfoTrack request for each party.
    • The applicant will then receive an email from InfoTrack to complete the process.

In order to complete this process please ensure you have both the applicant’s email and mobile phone number correct.

For further information of the digital VOI process by InfoTrack, we also have a video available outlining this process for the applicant to view on our Corporate Website – heritage.com.au.