Mandi Roccia
Ponte Vedra,FL
Summary
Trustworthy Fraud Investigator touting 10+ years of expertise developing problem solving methodologies that work. A knowledgeable resource committed to finding answers and working with clients, companies, and law enforcement.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
SoFi
09.2023 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
Fraud Investigator
SoFi
03.2022 - 09.2023
- Conduct thorough investigations and inquiries on identified and suspicious Investment accounts
- Analyze and review potentially fraudulent activity, to ensure minimal loss to the organization
- Review alerts and reports to detect Suspicious Activity and file required reports (SARS) as appropriate
- Coordinates cross-functional communication, to resolve fraud situations and provides recommendations to resolve fraud.
Senior Fraud Analyst II
Bank of America
11.2020 - 03.2022
- Reviewed accounts for Prepaid Debit accounts to determine if transactions were fraudulent
- Placed outbound calls to cardholders to discuss activity on account and if applicable, instruct on next steps in the event of fraud
- Assisted with team meetings, including providing department updates to peers
- Assisted with mentoring new and existing teammates.
GWIM Senior Client Services Representative
Merrill Lynch
12.2018 - 11.2020
- Responsible for ensuring training is provided to the branch offices using the highest level of customer service
- Handled operational inquiries relating to the entire life cycle of an account in the Managed Accounts Program including enrollment, maintenance, trade support, billing and termination
- Researched complex inquiries as per the request of Financial Advisors and their team.
Client Services Representative
Merrill Lynch
06.2016 - 12.2018
- Processed transactions for clients participating in corporate-sponsored retirement and benefit plans
- Provided first-call resolution while demonstrating professionalism
- Proactively identified and escalated risks to improve the customer experience
- Assisted in training and mentoring of newly hired associates.
Executive Escalations
Bank of America
10.2013 - 03.2014
- Resolved customer questions, issues, and complaints
- Maintained composure and patience during escalated situations
- Educated customers on various solutions to ensure accounts would be brought up to date
- Provided feedback to associates.
Education
Financial Crime Investigation Certificate -
Utica University
Utica, NY01.2023
Bachelors of Arts - Liberal Studies
Wilmington University
New Castle, DE05.2015
Skills
- Verbal and Written Communication
- Fraud Prevention and Detection
- Fraud Investigations
- Activity Monitoring
- Telephone Etiquette
- Document Organization
- Team Meetings
- Call Management
- Problem Resolution
Timeline
Quality Assurance Analyst
SoFi
09.2023 - Current
Fraud Investigator
SoFi
03.2022 - 09.2023
Senior Fraud Analyst II
Bank of America
11.2020 - 03.2022
GWIM Senior Client Services Representative
Merrill Lynch
12.2018 - 11.2020
Client Services Representative
Merrill Lynch
06.2016 - 12.2018
Executive Escalations
Bank of America
10.2013 - 03.2014
Financial Crime Investigation Certificate -
Utica University
Bachelors of Arts - Liberal Studies
Wilmington University
Similar Profiles
BART BATEMANBART BATEMAN
Prevention and Detection Specialist at SoFiPrevention and Detection Specialist at SoFi
Briana SaenzBriana Saenz
Club Runner at SoFiClub Runner at SoFi
John JohnsonJohn Johnson
Communications Escalations Manager at SoFiCommunications Escalations Manager at SoFi