Operational Stability
The alert backlog was cleared, restoring stability and enabling the team to handle daily tasks more efficiently.
Background & Challanges
The client was born to offer a seamless solution for cross-border money transfers. It targets users who prioritise speed, simplicity and affordability, positioning itself as a digital alternative to traditional remittance services, while also competing with peer-to-peer payment apps.
When the client expanded its digital services to a new jurisdiction, Kenya, it was met with an uncontrollable response. The launch and promotion of the service through a $2 Welcome Gift attracted a significant number of new customers, far exceeding its initial expectations. However, this wave also exposed several operational vulnerabilities:
- Over 4,000 alerts were triggered due to the large influx of new users and the high rate of flagged activities.
- Fake IDs and impersonation were common issues, as users attempted to bypass verification systems. The app offered new users a $2 Welcome Gift, which led to individuals to create multiple accounts using fake or stolen identifications to repeatedly claim the incentive.
- An understaffed and busy team that struggled to keep up with the alerts.
With the risk of operations spiralling out of control, the client hired a contingency team of consultants to stabilise the situation. Compliance Champs was brought in the game to address the urgent needs and help restore the order.
Solution
Upon joining the team, our consultant immediately took ownership of the alerts. The primary focus was addressing the 4,000 triggered alerts, which were causing operational bottlenecks. Over the course of one and a half months:
- More than 50 alerts per day were handled, systematically reviewing flagged accounts for fraudulent activity and potential compliance risks with precision.
- The work significantly reduced the backlog, bringing the situation under control and alleviating the pressure on the team.
In addition to clearing the alerts, our consultant expanded her role to support the client in other critical areas of its operations:
- Customer onboarding and verification. Thorough reviews of ID verifications and selfie flows were conducted in order to ensure that the new customers were legitimate. A significant number of fake ID submitted by the new users were uncovered, as well as impersonation attempts and minors trying to bypass the systems.
- Fraud investigation in the US market. While focusing on Kenya, our consultant along with the client’s team investigated patterns of fraudulent activity in the US, particularly identifying and reporting a network of stolen cards fraudsters in Detroit.
- Handing PEP (Politically Exposed Persons) alerts. The client outsourced the generation of PEP reports to an external provider. These reports often flagged young Kenyan locals as PEPs, raising questions about their accuracy. Our consultant reviewed and validated the reports, identifying inconsistencies and recommending adjustments to their prompt to improve report quality.
Results
Future Steps
The intense collaboration with the client brought them a sense of relief and noticeable improvement to their daily operations. The alerts were cleared, enabling the team to focus on daily workflows and reducing burnout. Additionally, improvements in PEP reporting were identified, and the client plans to refine the prompts used by the external company, as their current approach was shown to be ineffective.
Conclusion
This case highlights how Compliance Champs provides immediate, targeted support during critical periods of growth or crisis. Whether addressing fraud, enhancing compliance workflows, or optimising customer processes, our team delivers tangible results that stabilise operations and set the foundation for sustainable growth. Our versatile team of experts is equipped with the necessary knowledge to address this and any other compliance issue within a company.
If your organisation is facing similar challenges, Compliance Champs is ready to assist. Get in touch with us.
