ANA CAROLINE SANTOS

Senior Due Diligence Agent (Know Your Customer/Know Your Business)

▪ Protecting Wise and its customers against money laundering, terrorist financing, and fraudulent activity by
thorough Know Your Customer checks.
▪ Gained a deep understanding of different business models, customer types, country risks and regulatory
requirements across multiple geographies (particularly Latin America, Middle East, and Africa regions).
▪ Met and surpassed all KPIs such as average handling times, quality, and caseload within 3 months of
onboarding.
▪ Identified and helped put an end to a wave of large scale suspicious activity, resulting in a significant change
by compliance oversight.
▪ Took on additional responsibilities to assist compliance with independent research. This has helped

• Conducted over 10 calls daily to clients with past due accounts, facilitating the formulation of payment plans and discussions on restructuring options
• Analyzed, prepared, and issued chargeback notices to prevent third-party collection agency involvement
• Identified, researched, and resolved billing variances, ensuring system accuracy and currency

• Directed retail operations, emphasizing employee training, inventory management, and seamless point-of-sale transactions
• Devised training protocols, uplifting customer service standards and team efficiency
• Managed inventory with precision, instituting templates to monitor food and beverage stock

• Explored extensive case investigations, unearthing pivotal laws, regulations, and relevant legal materials
• Furnished over 15 daily comprehensive reports, aiding lawyers in rigorous trial preparations
• Supported courtroom proceedings, ensuring optimal document organization and meticulous note-taking for attorneys

• Spearheaded intricate case research, facilitating informed legal decision-making
• Championed mediation efforts, assisting in nuanced contract negotiations aligned with the CDC