01 · CLIENT ONBOARDING
Onboarding timeliness.
Fin.com targets onboarding decisions within 1 to 5 business days from receipt of a complete documentation package, based on the customer’s assessed risk classification.
Targets assume a complete submission. Each RFI cycle extends the target by one business day. The clock pauses while documents are outstanding from the client, during banking partner review where applicable, or where escalation to the compliance team is required for manual review.
02 · OPERATING HOURS & AVAILABILITY
When we are open.
Compliance operates Monday to Friday, 02:00–13:00 EST (03:00–14:00 EDT during US daylight saving). Submissions received before the daily 13:00 EST cutoff are reviewed the same working day; submissions received after the cutoff or on weekends are reviewed the next working day. Customer service is available 24 hours / 7 days across email, dedicated Slack channels for B2B clients. Complex compliance queries raised outside compliance operating hours may be addressed the next business day.03 · CUSTOMER RESPONSE TIMES
Query response & resolution.
All queries are tracked via Pylon to ensure full accountability and audit trail.
04 · OUTBOUND RFIS TO CLIENTS
Deadlines & escalation.
05 · INBOUND RFIS FROM BANKING PARTNERS
Response commitments.
Fin.com proactively communicates with banking partners on client non-response rather than waiting for deadlines to lapse.