How Melento Enabled Borderless Digital Signing for a Leading Global Bank
Case study · A leading private bank (NRI and residency banking)
Case study · A leading private bank (NRI and residency banking)
THE PROBLEM
The bank's Senior Vice President, Asset Operations, runs its residency and NRI banking verticals. His customers live overseas, but their account, KYC, loan and investment documents are Indian, and these documents need a signature the bank can stand behind.
Both standard options failed. Aadhaar eSign depends on an OTP sent to an Indian mobile number, which most of the bank's overseas customers do not have. An electronic signature was not considered meeting the banking and compliance requirements for these documents. A conventional digital signature certificate meant a physical USB DSC token, with drivers and a device the customer has to carry, which is impractical for someone signing from another country.
The result was a gap: the customers the vertical exists to serve were the ones with no workable way to sign.
Instead of asking NRI customers to adapt to India-bound signing methods, the bank moved the signature to where they already are: a browser. Cloud DSC gives each customer a legally valid Digital Signature Certificate (DSC) issued in their own name. The private key is generated and held in a Hardware Security Module (HSM); it is non-exportable, and nothing is signed until the customer authenticates.
Each customer self-verifies their identity through KYC at DSC registration, so no third party is involved in the act of signing. The platform is security compliant, keeps a full audit trail, and every production deployment is approved by Melento's infosec team.
WHAT CHANGED
eMudhra KYC; certificate issued in your name
Credentials validated on the web portal
One-time password before each signature
HSM-held key signs; document carries your DSC
CHOOSING THE RIGHT WAY TO SIGN
Melento offers six ways to sign on one platform, and each serves a different need. Banks match the method to the customer and the document; Cloud DSC adds a route for customers who sign from abroad.
A DSC in the signer’s own name, signed from anywhere via the web portal. Built for NRI customers.
Fast, high-volume signing for residents with an Aadhaar-linked Indian mobile number.
Scalable cloud signing for signers who already hold a certificate from a CA.
Quick OTP-verified signing for everyday agreements.
HSM-grade key storage for signers who already hold a certificate from a CA.
Proven token-based control for desk-based authorised signatories.
| Built within the Indian IT Act framework. |
Cloud DSC was brought under the purview of IT Act governance and regulations, and designed with a strong user experience and sound technical foundations, so signing stays hassle-free.
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| Every customer got the method that suited them. |
NRI customers are routed to Cloud DSC, while resident customers and office signatories carry on as before.
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| The certificate comes to the signer, not the other way round. |
A ASP/DSC service provider issues an DSC in the customer's own name, so there is no separate CA purchase and no handover to a provider.
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| The key never moves. |
It is generated inside a Hardware Security Module, it is non-exportable, and it is used only after the customer authenticates.
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| The OTP no longer depends on an Indian mobile number. |
Each signature is confirmed with a one-time password on the Cloud DSC web portal.
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| Signing moved to a browser. |
NRI customers sign Indian documents online from wherever they live, with no device, drivers or travel.
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THE IMPACT
The bank now has a signing route built for exactly the customers Aadhaar eSign leaves out. An NRI customer can sign Indian documents with a DSC in their own name, from anywhere, through an online digital signature portal, without an Indian mobile number, without couriering a USB token and without visiting India.
The risk the SVP was carrying, offering overseas customers either a route they could not use or one the bank would not trust, has been removed. Cloud DSC fits the rest of the NRI customer's paperwork in the same way: NRI account opening and KYC updates, home loan and personal loan agreements, property sale and lease agreements, and investment documentation, all signed remotely.