Hi, I’m
Lidia Hart
EDD Specialist
Tampa,FL
Effort and hard work construct the bridge that connects your dreams to reality
Daisaku Ikeda
Summary
Dynamic professional with extensive experience at Wise (Formerly Transferwise), specializing in AML compliance and customer support. Excelled in performing due diligence, enhancing client onboarding processes, and providing empathetic customer service. Demonstrated exceptional teamwork and problem-solving aptitude, significantly contributing to risk mitigation and regulatory compliance.
Overview
5
years of professional experience
1
Certification
Work History
Wise (Formerly Transferwise)
KYC Operations Senior Analyst
06.2022 - Current
Job overview
- Selected to work on side projects such as implementing Velocity reviews; new support model for high volume customers, diamond dealers due diligence reviews.
- Selected to provide feedback for new implementations and new KPI's presentation.
- Performed Due Diligence on existing, new and/or potential business customers based on risk mitigation controls and certain trigger events;
- I identifying customer records that require further review and take action to obtain and follow-up on the information and documentation requested;
- Ensure that information and documentation provided by customers, from external data sources and from reviews meet the requirements for verification;
- Perform searches utilizing Internet sources and/or third-party vendors to obtain information on prospects and new/existing customers;
- Communicate with customers when required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies;
- Provide guidance and responses to daily inquiries from peers, front-line and management regarding due diligence matters and case analysis;
- Capable of drafting SAR narratives to report activity deemed unusual when needed;
- Assess Risk level of referred profiles that may or may not meet the Risk criteria expected from escalations;
- Have a deep understanding of different business models, customer types, country risks and regulatory requirements across multiple geographies;
- Escalate any suspicions and/or concerns to the AML and Fraud teams for review.
Wise (Formerly Transferwise)
Comparison Data Collector
01.2021 - Current
Job overview
- Gathered and submitted observational information in addition to required data points.
- Collect data on specific dates of the week (twice a week) at a specific timeframe for 10 different currencies.
- Collected international transfers data information at an assigned bank for comparison and analysis.
- Uploaded or transmitted data using secure protocols.
Wise (Formerly Transferwise)
Customer Support Associate - Portuguese Speaker
07.2020 - 06.2022
Job overview
- Helped Portuguese speaker customers via phone, and email and live chat (for US customers). Managing up to 3 chats at a time with a KPI of 5 cases per hour for phones and emails.
- Documented customer interactions in Zendesk and eventually Twilio systems and assisted cross-functionally with technical support to deliver high-quality customer service.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Education
Hillsborough Community CollegeTampa, FL
Associate of Science from Business Administration And Management
01-2027
Faculdade Das Americas (College Out of Country)Sao Paulo, Brazil
Associate of Science from Financial Management
09-2015
Skills
- KYC
- AML compliance
- Due diligence
- Document review
- Teamwork
- Client onboarding
- Compliance reporting
- Account verification
- Policy adherence
- Problem-solving aptitude
- Risk assessment
- Regulatory compliance
Certification
- AML and Sanctions Screening Foundations - ACAMS
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balanceCompany CultureWork from home optionPaid time offCareer advancementTimeline
KYC Operations Senior Analyst
Wise (Formerly Transferwise)
06.2022 - Current
Comparison Data Collector
Wise (Formerly Transferwise)
01.2021 - Current
Customer Support Associate - Portuguese Speaker
Wise (Formerly Transferwise)
07.2020 - 06.2022
Hillsborough Community College
Associate of Science from Business Administration And Management
Faculdade Das Americas (College Out of Country)
Associate of Science from Financial Management
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