Hazel Verana

Hazel A. Veraña 📧-| 📱- 🔗 LinkedIn: https://www.linkedin.com/in/hazel-verana- Professional Summary Versatile and detail-oriented professional with over 5 years of experience in fintech operations, fraud detection, and compliance. Adept at investigating suspicious activity, ensuring KYC/AML compliance, managing high-impact escalations, and streamlining operational workflows. Proven track record in reducing risk exposure, improving partner performance, and protecting customer trust in high-growth fintech environments. Seeking to bring strong analytical and process-driven skills to a Fraud Analyst, KYC Analyst, or Fintech Ops role. Key Skills ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Fraud Analysis & Risk Mitigation KYC / CDD / AML Compliance Transaction Monitoring & Case Management Escalations & Dispute Resolution Partner Success & Fintech Operations Tools: Salesforce, Trello, Jira, Slack, Stripe, Sift, LexisNexis Customer Experience (CX) & Conflict Resolution Process Improvement & Reporting Professional Experience Remitly Inc. Partner Success & Escalations Specialist | Nov 2021 – April 2024 ●​ Managed high-priority CEO and executive-level escalations, delivering timely resolutions in line with compliance and customer experience goals. ●​ Resolved partner processing issues by tracking disbursement trends, analyzing error rates, and collaborating with cross-functional teams. ●​ Identified fraudulent or high-risk transactions and flagged accounts for further review by internal risk teams. ●​ Provided feedback to marketing and product teams to improve customer touchpoints based on recurring escalations. ●​ Maintained communication with affected users following account compromises and managed systemic downtimes effectively. Remitly Inc. Fraud & Risk Specialist | July 2020 – Nov 2021 ●​ Conducted daily fraud screening and KYC verification to prevent scams, account takeovers, and money laundering. ●​ Reviewed flagged transactions using Sift and LexisNexis in accordance with banking partner compliance. ●​ Contacted customers and financial institutions to verify suspicious payments and transaction legitimacy. ●​ Executed Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) procedures. ●​ Collaborated with AML officers and risk teams to ensure rapid response to fraud alerts. Remitly Inc. Customer Success Associate | March 2019 – July 2020 ●​ Responded to queries via chat, phone, and email on remittance issues, amendments, and cancellations. ●​ Supported document collection and review for KYC processes. ●​ Maintained strong service levels while adhering to regulatory and internal compliance protocols. Intelenet Global Services (Barclay’s Bank) Customer Service Executive | Sept 2018 – March 2019 ●​ Assisted UK customers with account inquiries, fund transfers, and direct debit enrollment. ●​ Developed strong financial services communication skills. IBEX Global (AT&T Accounts) Billing & Sales Representative – Level 3 | Oct 2015 – March 2018 ●​ Managed complex billing disputes and retention strategies across AT&T U-verse, Mobility, and DirectTV products. ●​ Recognized for strong upselling and customer rapport skills. Education Bachelor of Science in Hotel and Restaurant Management The University of Manila | 2005 – 2009