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Lindsay - Customer Service Professional - Wilmington, DE, USA

Myra Lindsay

Wilmington, DE, USA


Customer Service Professional

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

KYC Analyst - Schedule D Team


Schedule D Team Was responsible for providing all US products used by Financial Institutions, Non Bank Financial Institutions, Corporate, Global Asset Management, Investment and Securities customers to US Remediation KYC Analyst.

Selected Contributions:
♦ Assisted Team Manager with production assignments, MIS Reporting and Quality Reviews.
♦ Research and identify products information by using various HSBC systems.
♦ Ensured all US AML regulatory requirements were met.
♦ Assisted with writing procedural guidance materials for team.
♦ Assisted with Business As Usual (BAU) guidance for renewals.
♦ Worked closely with management to provide weekly update on production progress.
♦ Provided management with process improvement ideals.
♦ Responsible for assigning workload to analyst.
♦ Reviewed Patriot Act Certificates (PAC) to ensure all information was provided.
♦ Worked with various business areas and relationship managers to gather further information needed for Schedule Ds.
♦ Conducted peer quality reviews.
♦ Consistently updated team tracked to ensure the latest production information was provided.
♦ Reviewed transactional volume information provide by Payments and Cash management to mitigate Risk.

Onboarding & Client Management Services Analyst


Managed a portfolio of existing clients specializing in High Risk by maintaining Know Your Customer (KYC) profiles while ensuring compliance with Federal rules and regulations, and company policies and procedures for all financial service providers and corporations.

Selected Contributions:
♦ Performed the required KYC screening on existing clients by documenting and corroborating the information obtained on the clients utilizing a variety of independent sources.
♦ Apply working knowledge of USA Patriot Act, Anti-Money Laundering (AML) regulations, Office of Foreign Assets Control (OFAC), Know Your Customer (KYC) requirements.
♦ Resolved issues arising from the review process in a measured, professional manner and escalating where necessary.
♦ Fully completed all assigned projects in addition to daily duties.

Combined Customer Care and Collections Representative


Provided excellent service to Cardholder and Internal customers. In addition, secured revenue collections and ensured compliance with regulatory requirements.

Selected Contributions:
♦ Consistently provided exceptional customer service, recognized for ranking in the top 50th percentile for performance metrics in both Collections and Customer Service
♦ Achieved zero audit findings in all monetary transactions
♦ Assisted with coaching and training the Universal Agent cross-functional processes

Customer Service Specialist- Customer Inquiry Resolution Team


(2000 - 2009)
Responded promptly to customer written inquires in accordance to company and Federal Regulations.
Selected Contributions:
♦ Ensured accurate and prompt resolution along with exercised individual judgment on escalated concerns.
♦ Trained and coached fellow co-workers new to the unit.
♦ Recognized by peers and management for quality of work.

Qualifications & Certifications

Delaware Technical and Community College


Delaware Technical and Community College

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