Summary
Overview
Work History
Education
Skills
Timeline
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Hida Mala

Oak Forest,IL

Summary

Exhibits a cheerful demeanor. Goal-oriented approach to tasks. Thorough understanding of compliance with banking laws and regulations. Extensive knowledge of banking products and services. Frequent interactions with individuals under suspicion of fraudulent activities may occur. Demonstrates strong collaboration and interpersonal skills. Familiarity with accounting systems and various software applications. Exceptional attention to detail. Proficient in interacting with customers, financial institutions, and potentially law enforcement agencies.

Overview

12
12
years of professional experience

Work History

BFI Investigator

USAA Remote
01.2024 - Current
  • Conduct comprehensive evaluations of financial records to decisively identify suspicious patterns or behaviors that may indicate potential criminal activities, including fraud, money laundering, and embezzlement.
  • Review clients' financial records with meticulous attention to detail, encompassing transactional histories and relevant documentation, to ensure unwavering compliance with regulatory standards and to uphold the integrity of the financial system.
  • Professionals in this sector are invaluable assets to the investigative process, providing specialized insights that effectively shape the direction and outcomes of inquiries.
  • Employ advanced expertise in data analysis and forensic accounting methodologies to uncover compelling evidence. This involves meticulously tracing the flow of funds through complex financial networks, thereby constructing a thorough profile of all individuals implicated in the findings.
  • Make significant contributions to the formulation and strengthening of legal cases by compiling substantial evidence and providing expert testimony when necessary, ensuring a robust and convincing prosecution.
  • Proactively monitor and flag suspicious client activities by leveraging sophisticated software and analytical tools designed to identify threats in real time. This capability enables swift and decisive preventive actions to mitigate potential damage.
  • Conduct thorough investigations into both internal and external cases, including in-depth interviews with witnesses and suspects, forensic discovery techniques for evidence gathering, and meticulous case documentation and management. Collaborate effectively with local, state, and federal law enforcement agencies to facilitate resolutions through civil litigation or criminal prosecution.
  • Analyze a wide range of financial statements and supplementary documentation—including W-2 forms, Verification of Employment (VOE), and Verification of Deposit (VOD)—confidently identifying potential fraud risks, assessing vulnerabilities related to identity theft, and effectively limiting financial exposure.
  • Manage individual caseloads with precision using advanced case management systems, ensuring comprehensive documentation and systematic archiving of cases from initiation to resolution. Represent the circumstances and developments of each investigation with clarity and authority.
  • Provide specialized assistance with accounts that present technical complexities, such as those involving multiple interconnected relationships and tiered financial transactions linked to sophisticated high-risk fraud schemes.
  • Process victim fraud claims with efficiency and resolve a broad spectrum of issues—including fraudulent checks, forgeries, unauthorized credit card usage, discrepancies in ACH transactions, and wire transfers—while also managing provisional credits for claims made by affected members.
  • Deliver robust support to call center staff and members facing fraud-related inquiries, ensuring timely resolution, and collaborating effectively with business partners to implement proactive measures that minimize losses and mitigate risk exposure.
  • Maintain an up-to-date understanding of compliance-related matters, focusing on critical regulations such as the Bank Secrecy Act (BSA), Suspicious Activity Reporting (SAR), and guidelines concerning Elder Financial Abuse. Ensure timely and proactive referrals to the BSA Department and/or Adult Protective Services when warranted.
  • Uphold rigorous compliance with BSA laws and regulations, actively refining and updating departmental procedures to reflect best practices and current legal standards.
  • Engage and collaborate with law enforcement networks to stay informed about the latest trends, changes, and concerns related to fraud, security, and operational practices, demonstrating a steadfast commitment to maintaining safety and integrity within the financial landscape.
  • Authorized to work in the US for any employer

Detection and Investigation Fraud Analyst

PNC Financial Services Group
09.2021 - 11.2023
  • Debit Card Denials/Disputes: Effectively manage and resolve issues related to debit card transactions that are denied or disputed by members.
  • Debit Card Maintenance: Proactively oversee tasks including working on WorldPay Case Sheets, unblocking cards, processing Token Enrollment, and assisting travelers with any card-related concerns.
  • Fraud Management: Take decisive action against various types of fraud, including ACH transactions, tax refunds, transfers, and bill payments.
  • LP Phone Queue: Provide expert assistance to the call center and members on inquiries related to loss prevention matters, ensuring excellent service.
  • Fraud Investigation: Conduct thorough investigations into fraud incidents, accurately assess losses, and recommend robust measures to prevent future occurrences.
  • Corporate Values Promotion: Embody and advocate for our corporate values of outstanding member service, collaboration, commitment, and high-performance standards.
  • Check/Deposit Holds: Create, evaluate, and process reports to extend holds on check deposits as necessary to comply with Regulation CC and effectively safeguard against fraud.
  • Branch Assistance: Support branches confidently in placing appropriate holds on accounts to mitigate risk.
  • Line of Credit Review: Vigilantly monitor line of credit activity, implementing necessary delays on availability to minimize fraud risks.
  • Member Notifications: Promptly inform members of actions taken on their accounts and adeptly handle any related inquiries.
  • Denial Processes: Skillfully process and evaluate card denials (signature, PIN, check, transfers) as directed by our card processors.
  • PIN Fraud Alerts: Respond decisively to alerts from the network regarding potential PIN fraud to protect our members.
  • Claims Investigation: Thoroughly investigate claims to determine validity, ensuring communication with members and merchants for comprehensive resolution.
  • Account Actions: Take action based on investigation findings—whether that means closing cards, ordering replacements, adjusting limits, or revoking privileges.
  • Provisional Credits: Provide provisional credits where justified, and ensure timely reversals when necessary.
  • Collaboration with Processors: Work efficiently with VISA and other debit/credit card processors to resolve issues swiftly.
  • CAMs Alerts Management: Assess and determine actions regarding cards on CAMs alerts that have not yet been closed.
  • Performance Standards Monitoring: Maintain rigorous oversight of performance standards related to VISA credit card management.
  • Fraud Claims: Navigate the fraud claims process expertly, including the prompt closing or replacement of compromised cards.
  • Open Case Follow-ups: Diligently follow up with card processors regarding ongoing cases for timely resolutions.
  • Fraud Pattern Reporting: Proactively notify management of fraud patterns to facilitate immediate and effective preventive actions.
  • General Fraud Prevention: Collaborate across departments with confidence to investigate suspicious activities and implement effective measures to limit and prevent fraud.

Operation Team - Personal Financial Representative - Banker

Marquette Bank
07.2017 - 04.2021
  • Developed and implemented strategies aimed at enhancing and expanding the sales of services to existing customers, resulting in an increase in annual revenue.
  • Executed customer transactions, which included deposits, withdrawals, money orders, and checks, while ensuring accuracy and efficiency in all operations.
  • Managed processes involving cashier's checks, traveler's checks, and money orders.
  • Handled a variety of accounting transactions, maintaining meticulous records and documentation.
  • Served as an Internal Auditor, ensuring compliance with relevant laws and regulations, thus facilitating accurate and timely financial reporting and data collection.
  • Processed transactions related to currency exchanges and foreign currencies with a focus on precision.
  • Executed wire transfers, stop payments, and account transfers while adhering to established protocols.
  • Oversaw the scheduling of staffing for the main branch to optimize operational efficiency and service quality.
  • Supervised a team, providing coaching and conflict resolution, while ensuring operational efficiency. Managed daily operations, monitored workflow, implemented policies, and analyzed performance data to identify areas for improvement, ensuring that tasks were completed timely and within budget constraints.
  • Received a regional branch recognition award for achieving a notable increase in sales.
  • Efficiently prepared cash and change orders for both customers and ATMs.
  • Compiled daily branch reports for review and assessment.
  • Coordinated daily cash reconciliation for a high-volume branch, ensuring compliance and accuracy in financial practices.
  • Consistently exceeded quarterly sales goals through effective management and proactive customer engagement.
  • Maintained a high accuracy rate in balancing financial records, reflecting attention to detail.
  • Prepared, stored, and disseminated financial reports to the relevant branches as necessary.
  • Addressed telephone inquiries concerning banking products, including checking and savings accounts, loans, and lines of credit.
  • Provided advisory services to clients regarding mortgage options, educational loans, and personal financing solutions.
  • Fostered professional and courteous interactions with customers to enhance overall service quality.
  • Systematically organized and removed outdated online banking files to safeguard data integrity.

Senior Teller

Citi Bank
, IL
04.2013 - 12.2016
  • Ensure that all client needs are thoroughly addressed before concluding any transactions. This approach demonstrates that their time is valued and that there is no rush. Listen attentively to clients and assist effectively with any questions or challenges they may have.
  • Execute financial transactions in strict accordance with bank policies and procedures. Proactively perform all service and referral routines to strengthen and deepen client relationships.
  • Adhere diligently to operational controls, including legal, corporate, and regulatory procedures, to guarantee the safety and security of both customers and bank assets. Demonstrate initiative and empathy by proactively preventing and resolving issues to enhance the client experience.
  • I have coached and trained new bank tellers and managed the shift schedule for a team of five or more. I have politely assisted over thirty customers each day in a fast-paced and high-pressure environment. Additionally, I have achieved a high number of sales referrals and participated in product sales campaigns.

Education

Online Business and Accounting - Management

Cornell University
05.2025

Associate Degree - Design

Evulcion
04.2004

High School Diploma - undefined

Gjergj Kastrioti Skenderbeu
04.2004

Skills

  • Adept at managing computer tasks
  • Experienced in cross-cultural communication
  • Strong organizational abilities
  • Comprehensive knowledge of ATM, Debit Card (Regulation E), Check (Regulation CC), and VISA and STAR rules, regulations, and procedures
  • Analysis of fraud cases with actionable prevention strategies
  • Proficient in consumer banking
  • Committed to addressing all inquiries and concerns with a focus on customer satisfaction
  • Results-driven task management
  • Thorough understanding of compliance with banking laws and regulations
  • Frequent interactions with individuals under suspicion of fraudulent activities may occur
  • Familiarity with accounting systems and various software applications
  • Exceptional attention to detail
  • Proficient in interacting with customers, financial institutions, and potentially law enforcement agencies
  • Experienced in card loss prevention strategies
  • Skilled in detecting and investigating fraudulent activity
  • Highly organized and thorough in all processes
  • Strong analytical skills in account evaluations
  • Excellent written and verbal communication abilities
  • Background in internal auditing
  • Employs critical thinking skills to analyze account activity and related information
  • Recognizes the importance of accurately and timely documenting all actions taken
  • Knowledgeable about the State Examination System and the Nationwide Mortgage Licensing System (NMLS)
  • Strong aptitude in mathematics
  • Proficient in ACH processes
  • Experienced in financial risk assessment
  • Knowledgeable in bank reconciliation procedures
  • Skilled in account reconciliation
  • Knowledgeable in general ledger procedures
  • Due diligence
  • Detailed report writing
  • Risk assessment
  • Investigation management
  • Report development
  • Skilled in eliciting information through interviews
  • Risk analysis
  • Evidence processing
  • Trend monitoring
  • Money laundering investigations
  • Report preparation
  • Insurance fraud
  • Crime reduction strategies
  • Case management
  • Researching skills
  • Accurate case record-keeping

Timeline

BFI Investigator

USAA Remote
01.2024 - Current

Detection and Investigation Fraud Analyst

PNC Financial Services Group
09.2021 - 11.2023

Operation Team - Personal Financial Representative - Banker

Marquette Bank
07.2017 - 04.2021

Senior Teller

Citi Bank
04.2013 - 12.2016

Associate Degree - Design

Evulcion

High School Diploma - undefined

Gjergj Kastrioti Skenderbeu

Online Business and Accounting - Management

Cornell University

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Hida Mala