Allison Borg

Responsible for Enhanced Due Diligence reviews for high-risk clients (e.g., customers from grey/blacklisted countries, or with suspected sanctions/money laundering exposure). Documented ongoing Source of Wealth/Source of Funds evidence, conducted Negative News Screening via World Check/RDC, and prepared sanctions exposure questionnaires and related reports. Executed Account Activity Reviews and questioned clients to ensure SoW/Sof plausibility, and prepared exit/retention proposals for referral to Client Management/Risk teams. Generated Unusual/Suspicious Activity reports for escalation to Global Financial Crime Compliance and maintained up-to-date KYC details through direct customer engagement.

Handled unsecured lending applications over the phone (Personal Loans, Cards, Overdrafts) and addressed HSBC Advance & Premier client inquiries while upholding service levels and quality standards. Resolved online banking issues, managed complaint logging to improve customer satisfaction, and identified customer needs to promote relevant banking products.

Directed two teams (Gone Away & Change of Address, Return Correspondence) totaling 16 staff to meet and improve PLA targets. Collaborated with India & Sri Lanka teams to manage workloads, drove process improvement and automation with project teams, and maintained performance metrics while delivering staff training and performance reviews.