Mia M. Flora
Concord,NC
Summary
Dynamic Operations Specialist with extensive experience at Wells Fargo, excelling in regulatory compliance and fraud investigation. Proven ability to lead projects and coach teams, while effectively managing escalated customer issues. Skilled in utilizing advanced systems like ECMP and ACTIMIZE to mitigate risks and enhance operational efficiency. Strong analytical and communication skills drive successful outcomes.
Overview
7
7
years of professional experience
Work History
Operations Specialist - Currency Transaction Regulatory Reporting Group(CTRRG)
Wells Fargo
01.2023 - Current
- Analyze and present recommendations for resolving more complex situations and exercise some independent judgment while developing of understanding of policies, procedures and compliance regulations.
- Review complex currency transaction reports. Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals.
- Research and resolve moderately complex operational tasks, accountable for entire process from receipt of work to resolution and closure to include originating source documents, data adherence to regulations, processing payments, resolve discrepancies and process unique rejects or exceptions.
ESCALATIONS Associate
Wells Fargo
02.2021 - 09.2024
- Managing a daily pipeline of cases within the Enterprise Complaint Management Portal (ECMP) for Agency complaint cases from the CFPB, BBB, OCC, Attorney General, and Congressional Offices.
- Subject matter expert (SME) providing support and coaching to team members on the floor regarding complex investor/regulatory requirements and policies.
- Organizing calls and collaborating with Legal and other key business partners to help research complaint concerns.
- Identifying risk gaps in processes, such as Online Wire Fraud, to help mitigate risk while working high profile, complex cases.
- Good verbal, written, and interpersonal communication skills.
- Exposure to Wells Fargo SVP (Store Vision Platform).
- Knowledge and understanding of the UW (Universal Workstation) system.
Financial Crimes Specialist IV
Wells Fargo
03.2018 - 02.2021
- Promoted to IV-added responsibilities include file and investigate debit card fraud and Non-Fraud claims.
- Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment.
- Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss.
- Experience making work-related outbound phone calls.
- Strong telephone etiquette skills.
- Good analytical skills with high attention to detail and accuracy.
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information.
- Ability to work effectively, as well as independently, in a team environment.
- Good verbal, written, and interpersonal communication skills.
- Exposure to Wells Fargo SVP (Store Vision Platform).
- Knowledge and understanding of the UW (Universal Workstation) system.
- On-line Wire trained.
- Knowledge and understanding of financial crime, fraud, or risk management.
- Ability to assist banker with peer-to-peer coaching.
- Experience resolving and working through escalated and complex customer issues.
- Assist high volume customer inquiries in a professional, courteous manner.
- Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary.
- Strong data entry and attention to detail skills.
- Experience with Regulation E.
- Resolve customer issues using multiple resources and record.
Education
Accounting I and Accounting II, Principles of Banking (AIB)
Strayer University
Online01.2004
Skills
- Project Leadership
- Subject Matter Expertise
- Onboarding Support
- Special Projects
- CIV
- VL
- CSTAR
- HOGAN
- PREVENT
- ECMP
- SVP
- CCM
- OAT
- ACTIMIZE
- PEGA
- UW
- ETRAN
- CLAIMS
- MARS
- DAT
- NICE
- 10FC
- CACS
- BILL PAY CSA
- ACH
- DIPR
- Financial Industry Experience
- Organizational Skills
- Presentation Skills
- Research Skills
- Microsoft Office
- Regulatory Compliance
- Anti Money Laundering
- Bank Secrecy Act
- Online Fraud Claims
- Customer Contact Management
- Escalated Customer Issues
- Prioritization
- Deadline Management
- Goal Achievement
- Communication Skills
- OLW-PILOT
- PREVENT-PILOT
- Risk assessment
- Regulatory compliance
- Case management
- Fraud investigation
- Independent judgment
Timeline
Operations Specialist - Currency Transaction Regulatory Reporting Group(CTRRG)
Wells Fargo
01.2023 - Current
ESCALATIONS Associate
Wells Fargo
02.2021 - 09.2024
Financial Crimes Specialist IV
Wells Fargo
03.2018 - 02.2021
Accounting I and Accounting II, Principles of Banking (AIB)
Strayer University
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Kelvin BenjaminKelvin Benjamin
Assistant grocery manager at FoodlionAssistant grocery manager at Foodlion