Patricia Wong
Toronto,Canada
Summary
Dynamic Business Specialist with CIBC Global Money Operations, skilled in FX settlements and process improvement. Proven track record in enhancing client satisfaction and operational efficiency through effective communication and team leadership. Developed training programs that reduced onboarding time, demonstrating a commitment to continuous improvement and stakeholder engagement.
Overview
14
14
years of professional experience
Work History
Business Specialist (FX)
CIBC Global Money Operations
06.2019 - Current
- Validated and resolved complex FX requests from domestic and international clients.
- Acted as primary contact for escalations, ensuring compliance with internal controls.
- Collaborated with internal teams and clients to maintain precise documentation and service delivery.
- Monitored workflows and exceptional payments, ensuring SLA compliance with accuracy.
- Provided management with recommendations to enhance processes and improve client satisfaction.
- Developed training materials for new hires, reducing onboarding time and increasing adherence to processes.
Senior Investigator (Correspondent Banking)
CIBC AML Special Investigations Unit (SIU)
12.2018 - 06.2019
- Executed quality control on AML triage alerts for Senior Management, ensuring accurate documentation and compliance.
- Authored detailed reports and executive summaries for high-profile AML investigations impacting organizational decisions.
- Analyzed and documented transaction monitoring alerts (SWIFT, unusual transactions, referrals, adverse media).
- Prepared and submitted Suspicious Transaction Reports in compliance with FINTRAC and internal regulations.
- Identified money laundering and terrorist financing typologies to support regulatory audits.
Senior Customer Service Officer (FX)
CIBC Global Money Operations
06.2016 - 11.2018
- Executed accurate and timely settlement of FX trades while addressing escalations for high-value clients.
- Conducted thorough investigations into complex trade issues to ensure compliance and documentation accuracy.
- Collaborated with internal and external stakeholders to uphold operational standards and documentation integrity.
- Mentored junior staff, promoting consistency, high service levels, and precise recordkeeping.
Senior Customer Service Officer (Payments)
CIBC Global Money Operations
04.2013 - 06.2016
- Managed payment queues, ensuring accurate processing of sensitive same-day wires on time.
- Led a small team to enhance operational efficiency and service delivery.
- Acted as escalation point for internal and external clients while adhering to regulatory controls.
- Investigated complex payment issues, utilizing detailed knowledge for effective resolution and documentation.
Customer Service Officer (Payments)
CIBC Global Money Operations
03.2012 - 04.2013
- Investigated incomplete and ambiguous payment instructions, documenting issues like duplication and misdirected funds.
- Prioritized workloads based on time-sensitive deadlines for high-value payments.
- Advised junior officers and partners as subject matter expert on settlement documentation and payment processes.
Education
Bachelor of Commerce - Human Resources Management, Economics
Toronto Metropolitan University (formerly Ryerson
06-2010
Skills
- Trade lifecycle support
- FX settlements
- Process improvement
- Audit readiness
- Policy adherence
- Stakeholder engagement
- SWIFT/MX/ISO standards
- Financial platforms expertise
- MS Office Suite proficiency
- Team leadership
- Continuous improvement initiatives
- Organizational skills
- Effective communication strategies
- Workflow optimization techniques
- Customer relationship management
- Detail orientation
- Problem solving skills
- Training and mentoring programs
- Business analysis and effectiveness
- Task prioritization and time management
Volunteer Experience
- Toronto Humane Society, Toronto Cat Rescue, Mount Sinai, Sick Kids
Languages
English
Native/ Bilingual
Chinese (Cantonese)
Professional
Affiliations
- Toronto Humane Society
Timeline
Business Specialist (FX)
CIBC Global Money Operations
06.2019 - Current
Senior Investigator (Correspondent Banking)
CIBC AML Special Investigations Unit (SIU)
12.2018 - 06.2019
Senior Customer Service Officer (FX)
CIBC Global Money Operations
06.2016 - 11.2018
Senior Customer Service Officer (Payments)
CIBC Global Money Operations
04.2013 - 06.2016
Customer Service Officer (Payments)
CIBC Global Money Operations
03.2012 - 04.2013
Bachelor of Commerce - Human Resources Management, Economics
Toronto Metropolitan University (formerly Ryerson