Julia Cunha Email and Phone Number

• Responsible for analyzing and implementing improvements and new processes in Customer Support and KYC areas• Create deep relationships with other departments such as Fraud, Compliance, Product and Payments to understand how all processes cross areas can be aligned and improved.• Understand how other areas' implementations can impact CS and KYC.• Ensure that new releases in the company (including new features, products and processes) are mapped so our agents can be prepared for the… Show more • Responsible for analyzing and implementing improvements and new processes in Customer Support and KYC areas• Create deep relationships with other departments such as Fraud, Compliance, Product and Payments to understand how all processes cross areas can be aligned and improved.• Understand how other areas' implementations can impact CS and KYC.• Ensure that new releases in the company (including new features, products and processes) are mapped so our agents can be prepared for the implementation.• Communicate improvements to Managers, Leads and Agents from different areas• Improve internal tools to achieve a smoother process. Show less

• Design KYC processes.• Create guidelines, processes, manuals and other types of internal documentation.• Improve internal tools among different areas• Develop a quality assessment to internal audit• Training new specialists, and renew the older ones trainings• Assign tasks and help to manage Jr. Specialists • Focusing on turning the KYC area to be fully customer centric.

• Onboarding of Retail Clients• Provide Customer Support in their onboarding requests and questions• Give support to other Support teams such as Customer Support, Compliance and Fraud.• Analyze PEP alerts.

In charge of helping students of all levels to develop their English skills, always cherishing the individualism of each one.

• Understanding the client's business requirements and mapping them to Brazil’s Central Bank rules.• Diagnostics and reporting of gaps and Internal Audit on the following financial topics: Credit Granting, Financial and Operational Risks, Anti-Money Laundering, Fraud Prevention, Customer Onboarding, Legal, Compliance, Internal Controls, Financial Reconciliations, etc.• Create AML alerts to prevent suspicious activity as Brazilian’s laws requirements.• Mapping of monitored process… Show more • Understanding the client's business requirements and mapping them to Brazil’s Central Bank rules.• Diagnostics and reporting of gaps and Internal Audit on the following financial topics: Credit Granting, Financial and Operational Risks, Anti-Money Laundering, Fraud Prevention, Customer Onboarding, Legal, Compliance, Internal Controls, Financial Reconciliations, etc.• Create AML alerts to prevent suspicious activity as Brazilian’s laws requirements.• Mapping of monitored process controls and elaboration of the Risk Matrix. Show less

• Main responsible for creating the complete process to a backpack manufacturing company using Lean Manufacturing tools. Resulting in a productivity increase of approximately 80%.• Responsible for creating work procedures, employees trainings and auditing these new procedures, in order to restructure the entire inventory management to a chain of stores

• Responsible for develop improvements to solve quality and productivity issues using A3 problem solving report• KPIs controls• Optimization of bottleneck processes to implement Yaris