Mikka Rogers
St Louis,MO
Summary
Successful at reviewing suspicious activities and uncovering fraud. Experienced in meticulously and methodically assessing merchant portfolio batches each day. Excellent reporting and documentation skills.
Overview
22
22
years of professional experience
Work History
Bank Fraud Analyst
Robert Half / Wells Fargo
09.2019 - 02.2020
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Assisted with proactive client outreach initiatives and documented client correspondence in Task CRM system.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Provided exemplary level of customer service to all individuals, including clients and company personnel.
Service Specialist
Aerotek / Edward Jones
01.2018 - 05.2019
- Provided thorough solutions and alternatives in response to incoming calls, written correspondence regarding account and asset transfers from an audience of Financial Advisors, Branch Office Administrators, and or internal departments.
- Used sound judgment, decision making, and conflict resolution skills.
- Multi-tasked and demonstrated patience, empathy and a sense of calm in a fast paced environment.
- Answered, screened and processed over 50 calls daily by using call management system and web-based communications.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
Collections Representative
US Bankcard Services Inc.
09.2014 - 09.2017
- Performed collection activities in accordance with FCRA collection laws in an effort to recover unpaid debt.
- Used probing techniques to determine debtors' reasons for delinquency.
- Achieved monthly goals of $50,000 or more through effective use of listening, customer service skills.
- Counseled debtors on payment options and arranged installment agreements.
Sales Representative
Insight Global / Charter Communications
10.2013 - 08.2014
- Actively and consistently supported all efforts to simplify and enhance the customer experience by effective customer coordination.
- The ability to engage with diverse customers, as well as prioritize, organize effectively and work independently.
- Communicated with customers to understand needs and recommend appropriate solutions.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
Retail Sales Associate
Nordstrom
06.2012 - 08.2013
- Maintained an active awareness of the merchandise available in the department and store.
- Provided a quick, friendly and efficient register checkout experience for customers, including purchases, returns and exchanges.
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Liability Risk Management Specialist
Bank Of America
04.2008 - 05.2012
- Recommended solutions for delinquent and charged off accounts.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Recovered at a minimum $150,000 monthly, exceeding the goal set each month.
- Worked with charged off customers to understand requirements and provide exceptional customer service.
- Supported 25-member risk management team with multifaceted administrative assistance such as organizing and transmitting records.
AML Compliance Officer
Western Union
10.2004 - 01.2008
- Created and maintained accurate records for regulatory reporting as required by law and by the policies and procedures of Western Union and its affiliates.
- Performed data entry and prepared SAR reports, as well as identifying and escalating money laundering risk related activity by using the sanction lists through the OFAC databases.
- Knowledgeable of and experience with federal AML sanctions, including OFAC, the Bank Secrecy Act and the USA Patriot Act.
- Monitor potential suspicious activity related to anti-money laundering and terrorist financing along with other activities for BSA/AML related issues
Customer Service Sales Representative
AT&T Inc.
04.1998 - 07.2004
- Introduced new products and services as well as cross sell appropriate services to customers based on the individual's needs and or abilities.
- Executed strong initiative, critical and creative thinking, and recognized for superior customer support.
- Provided excellent data entry, negotiation and problem solving skills.
- Responded to customer inquiry regarding bill payments, and provided resolution to prevent delinquency
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Education
High School Diploma -
Center For Business Management Law And Public Policy
Saint Louis, MO1993
English
Moberly Area Community College
Moberly, MOSkills
Knowledgeable EFTA/Regulation E
- Transaction monitoring
- Creative problem solving
- Due Diligence
- Customer support
- Quality assurance
- CRM tool
- Knowledgeable of OFAC and SARs
- AML Regulations Knowledge
Timeline
Bank Fraud Analyst
Robert Half / Wells Fargo
09.2019 - 02.2020
Service Specialist
Aerotek / Edward Jones
01.2018 - 05.2019
Collections Representative
US Bankcard Services Inc.
09.2014 - 09.2017
Sales Representative
Insight Global / Charter Communications
10.2013 - 08.2014
Retail Sales Associate
Nordstrom
06.2012 - 08.2013
Liability Risk Management Specialist
Bank Of America
04.2008 - 05.2012
AML Compliance Officer
Western Union
10.2004 - 01.2008
Customer Service Sales Representative
AT&T Inc.
04.1998 - 07.2004
High School Diploma -
Center For Business Management Law And Public Policy
English
Moberly Area Community College
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