ALPMANN FRÖHLICH Rechtsanwaltsgesellschaft mbH

Customer Support

• Identify and assess individual customers’ needs in order to understand and proffer solutions
• Communicate with customers through several channels as assigned
• Chat with customers on Live Chat using provided Live Chat tools and set communication structure
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell product features when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Understand the product/services that Africhange offers so you can guide customers in using our apps and/or website
• Provide accurate, valid, and complete information to users by leveraging:
• internal processes
• internal and public product knowledge base
• external (3rd party) methods/tools
• Utilize software, databases, communication strategies, and tools appropriately
• Meet personal/team qualitative and quantitative performance goals
• Stay up to date with technological advances and customer success tools to be used for customer service purposes
• Schedule and perform follow-up with customers, peers, and company stakeholders to ensure timely resolutions
• Come up with ideas and strategies that enhance performance

Customer Service Representative

Financial Crime

• Review new customer accounts and verify their identities
• Perform Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD)
• Collaborate with other teams to obtain necessary customer information
• Document and maintain accurate records of all KYC activities
• Stay updated on the latest regulatory developments and changes in KYC requirements
• Critically analyze data received from customers, perform necessary checks, and communicate findings to relevant stakeholders
• Staying abreast of technology, new businesses to recognize compliance trends and AML flags
• Participate in key projects linked to onboarding and verifications
• Assist in other tasks of the AML Compliance team

Customer Service Representative

KYC Analyst