Mercy Agho

1. Customer and Business Onboarding: Conduct initial and ongoing Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews.

Ensure risk-based approach in reviews, meeting risk mitigation standards.

Collect, analyze, and verify customer information in line with KYC/AML guidelines.

Understand risks associated with each customer type by assessing:

Identity documents

Company registries

Complex business structures

Ultimate beneficial ownership

Source of wealth documentation

Adverse media screening

Other relevant sources

2. Transaction Monitoring and Periodic Reviews: Review customer transaction history to identify behavioral patterns that may indicate risks.

Conduct periodic reviews to analyze changes in customer history and account usage.

3. Documentation and Record Keeping: Ensure accuracy and currency of customer records during the KYC process.

Maintain organized and detailed documentation in compliance with:

Data privacy regulations

Internal data security protocols

4. Risk Assessment and Escalation: Perform and document customer risk assessments based on gathered information.

Escalate cases that exceed internal risk tolerance.

Identify potential money laundering and suspicious activities, and file Suspicious Activity Reports (SARs) as required.

Liaise with relevant internal teams for further investigation and resolution.

5. Communication: Engage effectively with customers via relevant communication channels used by Wise (e.g., phone, email, chat).

6. KPIs: Fulfill responsibilities according to key performance indicators set by the leadership team.

7. Other Duties: Carry out additional tasks related to the position as assigned by the team lead.

Participate in meetings, trainings, and internal or external events.

• I answer queries by employees and clients and refer them to the necessary personnel in charge.
• Receive, document, and dispatch files.
• I manage office supplies stock and place orders.
• I manage the company databases.

• Oversaw customers' daily requests for room booking, price negotiation and assessed their satisfaction using questionnaire scores.
• I worked in the Reach Out Department, which specialized in contacting individual customers, reviewing their "PricePlans", and also going to other hotels to look for customers overflow.
• Outbound up-sales and customer care.
• Generating daily, weekly, and monthly operational reporting.
• Ensuring that the monthly sales are meant, and even higher.
• Supervise members of staff and delegate tasks in charge as necessary.
• I also took charge of key account management and task management of the hotel as side role.