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Customer Service Support

Dover, DE
November 16, 2018

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DiDonja C Dixon



Project management and implementation: effectively cross trained within various lines of business/products to assure that support was available to assist business needs (Retail Bank and Wealth Management, Correspondent Banking, Cash Letter, Client Onboarding and Quality Assurance)

Subject matter expert for AMS II (Big Data), Internal Analytics and Name Screening projects. Provided ongoing support for other colleagues learning processes as well as training for newly hired investigators.

Consistently expanded knowledge of new alert trigger scenarios/processes as business needs evolved.

Met and exceeded internal customer needs pertaining to monitoring/measuring/reporting on specific project progress. Ensured that the status of investigations/projects were being properly communicated and managed.


Microsoft office suite, Norkom, World Check, Internal HSBC systems (Global Customer Directory, Sharepoint, Check Image Archives, etc.), Regulatory Data Corp, Lexis Nexis, Orbis, Crowe Caliber and AMS II (Big Data), New Generation Tool (NGT), Unified Case Management (UCM), Actimize, Oracle Watchlist (OWS), Global Payments Investigations (GPI), Outlook, Lotus Notes, and CAMP.


Wells Fargo (Consultant) 2018 – Present

Philadelphia, PA

Position Held: Sanction/OFAC Screening

Screening the names of individuals and companies owned or controlled by, or acting for or on behalf of, targeted countries, against Wells Fargo’s clients. If a match is located, rules are built to suppress further trade activities.

HSBC Bank NA 2011 – 2018

New Castle, DE

Position Held: AML Investigations Officer

Investigate cases for Correspondent Banking and Retail account customers to determine if there is evidence of money laundering, terrorist financing, organized crime or human trafficking.

Maintain a familiarity with appropriate investigation techniques to support AML activities, including (but not limited to) research utilizing bank systems, intranet, internet and external vendor solutions.

Effectively communicate within AML Compliance organization and across other areas within Financial Crimes Compliance/Risk while effectively conveying key information to both internal and external audiences.

Coordinate internal processes for the revision, review, approval and publication of policies applicable to the business unit as well as internal departmental procedures to support functions that are the responsibility of Compliance. Established process for distribution of compliance related communications from the department within the team. Partnered with management to create and deliver internal training and manage special projects within the department.

Conduct holistic and robust investigations which included sending requests for additional information, receiving input from other lines of business and compiling/filing Suspicious Activity Reports when necessary.

HSBC Bank NA 1998-2011

New Castle, De

Position Held: Customer Service Floor Supervisor

Supervisor of Collections, Credit and Offshore Customer Service Representatives for the HSBC Card Portfolio

Managed a team of 10 (onsite) representatives in inbound call center atmosphere

Investigated and resolved customer inquiries/complaints in an empathetic manner while utilizing best practices for the call center.

Cross trained customer service, collections and credit staff under the ONE HSBC development. Also served as back up for other managers in the department when business needs required.

Adhered to all confidentiality requirements, rectified unresolved customer issues

Facilitated inter-departmental communication to effectively provide the best customer support

Provided accurate, specific and timely performance feedback for customer service representatives


Spearheaded campaign to obtain dual monitors for investigators which bolstered efficiencies in production

Part of the team that aided in implementation of the HSBC Global Standards which increased productivity, created new quality standards and let to more thorough investigations. Input was directly impactful on the way that narratives are complied.

Conducted Beta testing with team that developed the Alert Analysis Tool which would be used to compile investigation data

Handpicked to construct new hire training material which explained holistic investigations from start to finish.

SARs and AML Investigations were used as training manuals for offshore investigators.


Milford Senior High School


Boys and Girls Club of Newark Delaware

Boys and Girls Club of Wilmington

Delaware Food Bank

Toys for Tots


Toastmasters International Speak Up! # 4879964 Member since 2016

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