Colette Dipico

• Conducted enhanced due diligence on high-risk clients, ensuring compliance with AML/CFT regulations and internal standards.
• Analyzed sanctions and PEP-related escalations, providing recommendations to mitigate reputational and financial risks.
• Logged, investigated, and escalated forensic cases, identifying impersonators and suspicious activity in line with regulatory requirements.
• Supported multiple departments (Collections, Sales, Client Services, Investments) through secondments, gaining cross-functional expertise and improving operational resilience.
• Assisted with online banking enrollment, customer service, and investment branch support lines, enhancing customer experience.
• Handled inbound and outbound contact center operations, resolving customer complaints and ensuring service recovery.
• Applied statistical and probability knowledge to influence data-driven investigations and improve compliance procedures.
• Contributed to departmental tracking and reporting, ensuring accurate documentation of compliance activities.
• Actively ensured compliance with AML/CFT internal rules, information security standards, and suspicious activity reporting requirements.
• Collaborated with stakeholders to strengthen organizational communication and maintain strong working relationships.

Collections & Client Services (Secondment Projects) | 2018 – 2019
Project Support Officer

Managed collections processes, ensuring accurate recording of outstanding balances and client information.

Delivered customer service support in high-pressure environments, resolving escalated complaints and improving satisfaction scores.

Assisted with transactional banking operations, strengthening knowledge of direct channel processes.

Collaborated with sales teams to drive customer acquisition and retention strategies.

Contributed to investment department initiatives, supporting direct channel operations and enhancing client engagement.

• Organized and detail-oriented with a strong work ethic.
• Resolved problems, improved operations, and provided exceptional service.
• Proved successful working within tight deadlines and a fast-paced environment.

Collections & Client Services (Secondment Projects) | 2018 – 2019
Project Support Officer

Managed collections processes, ensuring accurate recording of outstanding balances and client information.

Delivered customer service support in high-pressure environments, resolving escalated complaints and improving satisfaction scores.

Assisted with transactional banking operations, strengthening knowledge of direct channel processes.

Collaborated with sales teams to drive customer acquisition and retention strategies.

Contributed to investment department initiatives, supporting direct channel operations and enhancing client engagement.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Worked effectively in fast-paced environments.
• Strengthened communication skills through regular interactions with others.
• Organized and detail-oriented with a strong work ethic.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Proved successful working within tight deadlines and a fast-paced environment.
• Resolved problems, improved operations, and provided exceptional service.