Module 9

Client-Facing Onboarding Program

Culture, Business Model, Boundaries & Roles

Program Overview

Audience

Client Support (L1) and Client Onboarding (L2)

  • Applies globally (US and India; junior-friendly language)

Goal

Consistent client-facing behavior, safe escalation, and clear ownership

Certification

Strict for culture/judgment + business/roles/boundaries; progressive for platform mechanics

Course Map

Course Topic
Course 1 Culture & Operating Principles
Course 2 Business Model, Clients & Org Structure
Course 3 RaaS / DaaS Responsibility Boundaries
Course 4 Organization, Roles & Ways of Working

Course 1

Culture & Operating Principles

Course 1 Objectives

  • Teach how decisions are made at RiskSpan under uncertainty
  • Standardize escalation and ownership behaviors for client-facing teams
  • Provide safe client communication patterns (global/junior-ready)
  • Prepare learners for later platform and workflow training

Principle 1: Client Trust Is the Product

What It Means

We sell defensible insight and transparent risk understanding, not guarantees

Warning

Don't over-promise or imply certainty when it does not exist

Clients DO forgive: Uncertainty, caveats, and revisions

Clients DO NOT forgive: Feeling misled

Good Example

"This reflects assumptions used; outcomes may differ; we can escalate for deeper interpretation."

Bad Example

"Yes, this is expected and should hold."

Principle 2: Transparency About Uncertainty

What It Means

Uncertainty is normal in our work. Separate:

  • What we know
  • What we assume
  • What is uncertain

Important

If you cannot explain why, escalate - do not generalize

Approved Language

  • "Based on current assumptions..."
  • "We need to confirm this before concluding..."

Avoid: "This will definitely happen."

Principle 3: Accuracy Before Speed

What It Means

Speed is valuable only when correctness is protected

Key Points

  • If work is preliminary, label it clearly
  • If time pressure creates risk, escalate

Good Example

"Preliminary view today; will validate and confirm shortly."

Watch-out

Silent shortcuts under SLA pressure - sharing results without caveats

Principle 4: Ownership Includes Escalation

What It Means

Ownership = ensuring the issue is resolved by the right team

  • You own the issue until the client has a resolution - even if someone else solves it
  • You are not expected to solve everything yourself
  • After escalating, stay involved
  • Escalation is part of doing your job well

Good Example

"This requires interpretation; I'll involve Risk & Analytics and follow up."

Bad Example

"I'll take a look" (when not qualified)

Watch-out

Juniors 'owning' too much to appear capable

Principle 5: Separate Facts, Analysis, and Interpretation

What It Means

  • Label what is raw data vs derived metrics vs judgment
  • Avoid causal language unless you are explicitly interpreting
  • If you are explaining "why", you are interpreting - label it and escalate if needed

Good Example

"Data shows X; interpretation depends on assumptions around Y."

Bad Example

"X means borrowers are reacting to lower rates."

Watch-out

Loose use of "because/means/shows that"

Decision Tree: When to Respond vs Escalate

Client Question Received Is this a how-to or access question? YES L1 Responds NO Is this about configuration/setup? YES L2 Responds NO Does data appear inconsistent or incorrect? YES MANDATORY ESCALATION NO Does it require interpretation? YES Risk & Analytics NO Unsure if within your role? YES Escalate RESPOND ESCALATE MANDATORY

Approved Language Cheat Sheet

Use These Patterns

  • "Based on current assumptions..."
  • "This output reflects historical behavior under selected parameters..."
  • "We need to confirm before concluding..."
  • "We should involve Risk & Analytics for interpretation."

Avoid These Patterns

  • "This will definitely happen."
  • "There is no risk."
  • "The model confirms..."
  • Any prediction stated as fact

Course 2

Business Model, Clients & Org Structure

RaaS vs DaaS

Aspect RaaS (Risk-as-a-Service) DaaS (Data-as-a-Service)
Focus Risk analysis and interpretation Data delivery without interpretation
Onboarding Separate onboarding flow Separate onboarding flow
SLAs Service-specific SLAs Service-specific SLAs
Dependency Depends on DaaS for loan and MSR data Independent data delivery

Key Point

RaaS depends on DaaS for loan and MSR data readiness - they have different client expectations, dependencies, and SLAs

Understanding SLAs

What Is an SLA?

A commitment on response or delivery timing, not outcomes

An SLA Is NOT

  • A guarantee of analytical certainty
  • A promise that results will not change
  • A replacement for escalation

Escalation Rule

If a client asks a question that requires analytical interpretation, L1 Client Support should escalate to L2 or Risk & Analytics

Course 3

RaaS / DaaS Responsibility Boundaries

Responsibility Boundaries

Core Content

  • Prevent over-promising and scope creep (especially for junior staff)
  • Clarify support vs onboarding vs analytics vs advisory responsibilities
  • Escalation required for interpretation and client decision impact
  • Use scope definitions and handoff docs as source of truth

DaaS Boundaries

DaaS provides structured data; interpretation is separate. DaaS does not interpret results for clients or provide investment advice.

Why Boundaries Matter

They prevent client and firm risk - not to slow down responses or limit collaboration

Role-Appropriate Activities

Role Appropriate Activities NOT Appropriate
Client Support (L1) Platform navigation, how-to, access Predicting CPR, confirming MSR impacts
Client Onboarding (L2) Configuration choices, setup explanation Investment recommendations, valuations
Risk & Analytics Interpretation, analytical judgment -

Escalate Beyond L2 When

  • Results may affect a client investment decision
  • Interpretation that may drive an investment decision
  • Client asks for forward-looking conclusions

Safe Response Patterns

Client Scenario: "Why did CPR increase and will it continue?"

Safe Response

Explain driver at high level + assumptions + avoid prediction + offer escalation for deeper interpretation

Client Scenario: "Can you confirm MSR impact is expected?"

Safe Response

Describe assumptions + state outcomes may differ + escalate for interpretation/confirmation

Key Principle

Stay within role scope and escalate when needed. Avoid making a prediction as a fact.

Course 4

Organization, Roles & Ways of Working

Role Summary

Role Responsibilities
Client Support (L1) How-to, access, availability; no interpretation
Client Onboarding (L2) Onboarding/configuration; structured explanations; escalate interpretation
Risk & Analytics Prepayment/credit models; interpretation and judgment
Engineering / Data Software, compute, pipelines, APIs, databases; investigate system/data issues
Product Roadmap, requirements, solution design
Client Success Client context + SME coordination

How Work Flows

Example Workflows

Client How-To Question

L1 resolves or routes to L2

Configuration/Setup Question

L2 resolves; may involve Engineering for bugs

Interpretation Question

Escalate to Risk & Analytics

Data Pipeline/System Issue

Escalate to Engineering/Data; communicate status without speculation

Unsure Who Owns an Issue?

Escalate using the defined escalation path - never respond anyway to avoid delay

Who Handles What

Scenario Owner
Client asks why results changed month over month Risk & Analytics
Setting up a user ID / login help Client Support (L1)
Fixing a data pipeline issue Engineering / Data
Client requests a new feature for roadmap Product

Key Takeaways

Operating Principles

  • Client trust comes from transparency, not false certainty
  • Acknowledge uncertainty; separate facts from interpretation
  • Accuracy before speed - label preliminary work
  • Ownership includes escalation - stay involved

Boundaries & Roles

  • RaaS = interpretation; DaaS = data delivery
  • L1 handles how-to; L2 handles configuration
  • Escalate interpretation to Risk & Analytics
  • When unsure, escalate using defined paths

Remember

Early escalation protects clients and the firm. It's expected and valued - not a sign of weakness.

Module 9 Complete

Client-Facing Onboarding Program

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