Cathy Lee
Calgary,AB
Summary
Experienced in AML compliance processes, including monitoring and reporting suspicious activities. Utilizing expertise to ensure strict adherence to regulatory standards and effectively mitigate financial risks. Strong understanding of compliance frameworks. Excel in communicating with internal and external stakeholders. Holds a valid class 5 driver's license and is fluent in English, Mandarin, and Cantonese. Permanent resident in Canada, well-positioned to contribute to the success of any organization.
Overview
20
20
years of professional experience
Work History
Customer Service and Administrative Officer
Hair Kool Salon
01.2022 - 12.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
AML/KYC Team Lead
Hang Seng Bank (100% Subsidiary of HSBC)
07.2017 - 09.2021
- Managed a team of compliance officers to perform customer due diligence reviews (CDD) of existing commercial clients
- Conducted thorough enhanced due diligence (EDD) on high-risk customers by analyzing financial statements, public records, and negative news coverage.
- Collaborated with legal teams to determine appropriate actions for complex cases involving potential money laundering or terrorist financing activities.
Contact Center Team Leader
Hang Seng Bank (100% Subsidiary of HSBC)
02.2014 - 07.2017
- Managed call team to deliver professional phone service and promote banking products (e.g new account, credit card, mortgage, insurance) to personal customers
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement.
Customer Relationship Manager
Hang Seng Bank (100% Subsidiary of HSBC)
07.2004 - 02.2014
- Built relationship and manage a portfolio of corporate customers in Business Banking segment
- Solicited new corporate accounts, new deposits and identified needs of customers for different banking products (e.g loan and mortgage) and services
- Prepared credit proposals and conduct regular reviews to ensure credit quality
Education
BBA - Business Administration, Human Resources Management
Hong Kong Baptist University
Hong Kong06-2003
Skills
- Experienced with Word, Excel, PowerPoint, and Outlook
- Proficient in contact center systems
- Expert in acquiring corporate and personal accounts
- Skilled in fostering connections with individual clientele
- Credit assessment and proposal development
Computer Skills:
Sales Associate Skills:
- Timely complaint management
- Excellent interpersonal and communication skills
- Scheduling and calendar management
- Strong in overseeing and coordinating office administrative procedures
Customer Service Skills:
Administrative Skills:
LNGG
English
Full Professional
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Customer Service and Administrative Officer
Hair Kool Salon
01.2022 - 12.2024
AML/KYC Team Lead
Hang Seng Bank (100% Subsidiary of HSBC)
07.2017 - 09.2021
Contact Center Team Leader
Hang Seng Bank (100% Subsidiary of HSBC)
02.2014 - 07.2017
Customer Relationship Manager
Hang Seng Bank (100% Subsidiary of HSBC)
07.2004 - 02.2014
BBA - Business Administration, Human Resources Management
Hong Kong Baptist University
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